Customer Service Medical Assistant

Thomas E Hobbs

**** ***** **** ***, ********, OH• 614-***-****• *********@*****.***

Seasoned customer service professional with over 29 years of experience at a Fortune 500 utility company, specializing in escalation management, data auditing, and performance reporting. Proven ability to lead teams, resolve complex issues, and ensure compliance with corporate policies. Known for exceptional attention to detail, professionalism, and a strong work ethic. Seeking a remote opportunity to apply extensive customer service, administrative, and healthcare support skills in a collaborative and impactful setting.

Core Competencies

Escalation & Conflict Resolution

Call Center Operations

Employee Coaching & Support

Schedule Adherence Monitoring

Data Entry & Account Auditing

Billing Inquiry Resolution

Microsoft Office Suite / Internal CRMs

HIPAA/Confidentiality Practices

Medical Terminology & Basic Clinical Procedures

Experience

American Electric Power (AEP) – Remote & In-Office (Columbus, OH)

Senior Lead Customer Service Associate

November 1994 – July 2024 (Retired, Severance Package)

Acted as team lead for customer service representatives, handling escalated customer concerns and complex account issues.

Delivered weekly and monthly performance reports and data summaries.

Conducted monthly audits of employee electric accounts to verify correct PTO usage.

Monitored daily employee adherence to work schedules, including lunch and break compliance.

Review and documented employee feedback, ensuring alignment with corporate policy.

Assisted customers with billing inquiries, service orders, small business accounts, and payment arrangements.

Collaborated with supervisors in-office twice weekly while maintaining remote responsibilities.

Key Accomplishments:

Recognized leadership in customer satisfaction and team performance metrics.

Trusted with sensitive data audits and employee record management.

Maintained exceptional reliability in a hybrid work environment for multiple years.

Various Inner-City Medical Clinics – Columbus, OH

Medical Assistant

1985 – 1991

Assisted in intake procedures, recorded vital signs, and prepared patients for physician examinations.

Administered injections and immunizations per physician orders.

Conducted respiratory therapies (nebulizer treatments, pulmonary function tests), and minor physical therapies (diathermy, muscle stimulation, etc.).

Interviewed and documented cases related to personal injury and workers’ compensation.

Performed basic lab procedures, including throat cultures and venipuncture for in-house testing.

Managed medical supply orders and facilitated patient discharge processes

Skills

Microsoft Office (Excel, Word, Outlook)

Customer Relationship Management (CRM) Systems

Schedule Management & Data Auditing Tools

Medical Records Handling & Basic Lab Equipment

Education

Ohio Christian University (formerly Circleville Bible College)

Completed coursework toward a degree; discontinued due to family obligations.

Walnut Ridge High School – Columbus, OH

Diploma, June 1979

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