Patient Care Engagement Specialist
Resume:
Niles, Oh *****
*********@*****.***
Victoria L Thompson
__ Objective: To obtain a position that will fully utilize my experience and proven abilities while providing opportunities for continuing professional growth and career advancement. Experience: 2022 – Present - Bon Secours / Mercy Health (Remote) Patient Engagement Specialist, Patient Engagement Specialist role is responsible for providing exceptional customer service while scheduling patients. This role is critical to the organizational success of providing a white glove patient experience with patient safety being a priority. Responsibilities
• Primarily supports inquiries for: registration, general information, clinical connection, work queue and messaging.
• Acts as first point of contact for inbound and outbound patient care inquiries and requests by omni- channel center.
• Leverages CRM to perform front-line customer support, resolves most issues, and utilizes critical thinking to determine what customer inquiries require.
• Organizes work / resources to accomplish objectives.
• Participates in Peer mentor/mentee program.
• Proactively communicates issues or potential issues involving patient care and process improvement opportunities to your supervisor.
• Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.
• Meets productivity requirements to ensure excellent care is provided to patients.
• Maintains stable performance under pressure and manages stress in ways to maintain relationships with patients and co-workers.
• Never called off from work.
• work with minimal supervision.
• Worked with Insurance companies, EPIC, Salesforce Systems, PowerPoint, Excel, Word, and Outlook. Was a Diamond Club member – meaning evaluations, performance and calls 100%. 2015 - Present Falcon Transportation Youngstown, Oh Driver Manager, schedule, take phone calls, watch 25-50 drivers making sure they are on time for pickups and deliveries. Schedule drug testing, physicals, DOT and many more. Use AS400 System, People Net.
2013-2014 - Thompson Transportation, Willis, Texas Office Manager ran all aspect of the office using QuickBooks, Neet File, and Internet. Did the entire payroll, bookkeeping, filing, contacts with the factories. Scheduled 6-10 drivers for pickups. Dealt with insurance issues, DOT. This was a family-owned business. 2006-2013 - Village of Orwell, Orwell, OH
Administration Deputy Clerk, Zoning Inspector, Billing Clerk for Water and Sewer, read meters, ran reports for the billing, sent out bills, collected payments for water and sewer, made deposits. Also, Tax Administration Assistant, Mayor's Court, Planning and Zoning Secretary, Deputy Clerk for Village, Payroll Clerk and various other jobs, Took minutes for Water and Sewer, Zoning, and Village. 2003-2007 - Pymatuning Valley Resort, Williamsfield, Oh Activity Director, Organized and ran activities at the campground, Planned and made dinners and special holidays for over two hundred guests. Did crafts for members, movies, dances, organized trips to zoos, Amish country. Helped in the reservation’s office, also cleaned cabins, offices and laundry room.
1999-2001 - Hernando Co. Health Department, Spring Hill, FL Senior Clerical Supervisor, Attendance, Leave Records, Training, Reports, Deposits, covered all Clerical Positions which included switchboard, appointment desk, cashier, interviewing clerks, and medical records. Ordered all supplies for the office, worked closely with HMO’s and Primary Care.
1984-1998 - St Joseph Health Care, Warren, Oh
Clerical/ Medical Assistance/ Computer Operator, Worked in Computer Department Ran reports for all departments, ran checks for payroll and accounts payable, data entry for departments. Also, worked in the WIC (Women, Infants, Children Program) Did filing, phones, appointments, and interviewing clients, medical assistance for height, weight, and hemostats. Education: 2019 – 2020 Eastern Gateway College, Certificate in Medical Scribe Specialist and Medical Coding – Magna Cum Laude
2008-2010 - Kent State University, Kent, OH, received Certified Municipal Clerk certificate 1980-1982, Trumbull Business College, Warren, OH, Executive Secretary, Business Degree, Medical, Accounting, Bookkeeping, Legal.
Interests: Gardening, Camping, Animals, Outdoors
General Information: Clerical, adding machines, copiers, faxes, postage machines, printers, spreadsheets, Badger Interrogator, UBS plus computer system, Egov Pro Systems, VIP Systems, Excel, Word, QuickBooks, Neet File, Microsoft Publisher, Scanning, Microsoft Outlook, AS/400, People Net, File Maintenance, Public Relations, Public Contact. EPIC, Salesforce, Genesys References: Upon Request
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