Customer Service Agent/ Admin Asst
Resume:
VERONICA EDWARDS
Atlanta, GA *****
*********************@***********.***
Professional Summary
Self-motivated employee with 10+ year background in medical environment.Core competencies include but not limited to knowledge of medical terminology,acute customer service, computer literate, patient friendly,excellent communication,verbal and time management skills. Handles tasks with accuracy and efficiency.
HIPPA Knowledgeable and compliant.
Authorized to work in the US for any employer
Work Experience
ASC Manager
GI Associates & Endoscopy Center-Towson, MD
January 2020 to May 2024
• Implemented new reservation system, resulting in a XX% increase in efficiency and accuracy
• Developed and implemented training programs for front office staff to enhance customer service skills and ensure consistent guest satisfaction
• Created daily reports on occupancy rates, revenue generated, and other key metrics to inform decision- making processes
• Resolved guest complaints or issues promptly and effectively, maintaining high levels of customer satisfaction
Wellness Processor ( Temporary/Flu Season only) BIL001R2 Maxim Healthcare Services-Columbia, MD
September 2019 to December 2019
Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.
Compile, copy, sort, and file records of office activities, business transactions, and other activities Verify signatures and required information on checks and money orders before delivering to Manager for review
Check to ensure that appropriate changes were made to ensure insurance validation Positive attitude, flexible, strong communication skills Ability to multi task
Strong interpersonal and communication skills ( verbal & written) Able to work in a high volume fast paced work environment Endoscopy Technician / Pain Management( Temporary Contractual Position) Inova Health System ( Ranstad)-Alexandria, VA
June 2018 to August 2018
• Assisted the physicians with any and all endoscopic procedures ie: Colposcopies, EGD's, EUS's, ERCP's
• Cleaned and disinfected all instruments used during all endoscopic procedures **Pentax and Olympus knowledgeable**
• Changed disinfectant upon expiration date **Mediator knowledgeable **
• Assisted nurses in recovery room
• Restock inventory when necessary
Endoscopy Technician
Maryland Diagnostic & Therapeutic Endoscopic Center-Annapolis, MD August 2017 to April 2018
Assist physician with all Endoscopic procedures ex, Colonoscopies, Egd's, BRAVO's, EUS's & ERCP's Sterilize & clean any & all endoscopic scopes and instruments according to the standard sterile processing manuels and procedures. Assisted the physician with esophageal ballons, dilators,peg placements,fecal transplants,bandings
Verify patient information to input data via computer Compotent with DGastro,Next-gen & GCare
Endoscopy Technician
Endoscopic Microsurgery Associates ( Medical)-Towson, MD July 2016 to June 2017
Record patients' medical history, vital statistics, or information such as test results in medical records. Prepare treatment rooms for patient examinations, keeping the rooms neat and clean. Interview patients to obtain medical information and measure their vital signs, weight, and height. Show patients to examination rooms and prepare them for the physician. Prepare and administer medications as directed by a physician Clean, disinfect, or calibrate scopes or other endoscopic instruments according to manufacturer recommendations and facility standards.
Prepare suites or rooms according to endoscopic procedure requirements. Assist physicians or registered nurses in the conduct of endoscopic procedures. Collect specimens from patients using standard medical procedures. Maintain or repair endoscopic equipment.
Gastroenterology Technician
Baltimore Washington Medical Center-Glen Burnie, MD May 2016 to July 2016
Clean, disinfect, or calibrate scopes or other endoscopic instruments according to manufacturer recommendations and facility standards.
Perform safety checks to verify proper equipment functioning. Maintain or repair endoscopic equipment.
Collect specimens from patients using standard medical procedures. Assist physicians or registered nurses in the conduct of endoscopic procedures. Duties include but are not limited to set up and break down of procedure room. Assisting the physician with fecal transplants, peg placements, ERCP's,colonoscopies, and EGD's. Telecommunications Operator
Baltimore Washington Medical Center ( Customer Service)-Glen Burnie, MD November 2014 to May 2016
Listen to patients requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
Suggest and check alternate spellings, locations, or listing formats to patients lacking details or complete information.
Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
Observe signal lights on switchboards, and dial or press buttons to make connections. Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls. Check to ensure that appropriate changes were made to resolve patients/medical staff problems. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Complete contract forms, prepare change of address records. Used my acute medical knowledge and terminology in addition to my customer service skills to exemplify a healthy and productive work environment on a daily basis. Demonstrated critical thinking,service orientation, complex problem solving, social perceptiveness. Administrative Assistant/Receptionist
CNC Inc. ( Business Closed)-Annapolis, MD
May 2009 to December 2013
Use computers for various applications, such as database management or word processing. Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
Create, maintain, and enter information into databases. Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material. Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Check to ensure that appropriate changes were made to resolve customers' problems. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Complete contract forms, prepare change of address records, or issue service discontinuance orders. ExecutiveTelesales Representative
DHL EXPRESS (Call Center)-Atlanta, GA
March 2007 to December 2008
Determine customers shipping needs and prepare proposals to sell services that address these needs. Prepare forms or agreements to complete sales.
Sell services or equipment, shipping services and products or check processing services. Contact prospective customers to present information and explain available services. Develop prospects from current commercial customers, referral leads, or sales or trade Demonstrated how to utilize time management on time stamped proposals Great economic strategies for low end shippers
Displayed excellent customer service skills to all shippers low & high volume accounts Medical Assistant/ Office Manager-Front and Back Office for Dr. J. Ruppel Family Practice
Healthcare Enterprise ( Medical Managerial /Med Asst )-Annapolis, MD April 2005 to January 2007
Record patients medical history, vital statistics, or information such as test results in medical records. Prepare treatment rooms for patient examinations, restocking supplies, keeping the rooms neat and clean.
Interview patients to obtain medical information and measure their vital signs, weight, and height. Show patients to examination rooms and prepare them for the physician. Prepare and administer medications as directed by a physician Direct, supervise and evaluate work activities of medical, nursing, technical, clerical, service, maintenance, and other personnel.
Maintain communication between medical staff, and department heads by attending board meetings and coordinating interdepartmental functioning.
Plan, implement and administer programs and services in a health care or medical facility, including personnel administration, training, and coordination of medical, nursing and physical plant staff. Answer telephones and direct calls to appropriate staff. Contact medical facilities or departments to schedule patients for tests and/or admission. Operate x-ray, EKG, and other equipment to administer routine diagnostic tests. Authorize drug refills and provide prescription information to purchase. Collect blood tissue and other laboratory specimens, log the specimens and prepare them for testing and lab pick up.
Place standing orders for office supplies and medical instruments. Wound dressing
Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations. Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, or medical records. EMR knowledgeable/ Maintain medical records
Insurance verification
Collect patient co-pays
Perform routine laboratory tests and sample analyses. Schedule appointments for patients **new and existing** Greet visitors, ascertain purpose of visit, and direct them to appropriate staff. HIPAA AND JHACO compliant
Endoscopy Technician
ARUNDEL AMBULATORY SURGERY CENTER ( Medical )-Annapolis, MD March 2002 to March 2005
Clean, disinfect, or calibrate scopes or other endoscopic instruments according to manufacturer recommendations and facility standards.
Perform safety checks to verify proper equipment functioning. Maintain or repair endoscopic equipment.
Collect specimens from patients using standard medical procedures. Assist physicians or registered nurses in the conduct of endoscopic procedures. Communication with medical staff
Maintained a breadth of knowledge regarding the various endoscopic procedures Verify the identity of patient or operative site. See more occupations related to this task. Monitor and maintain aseptic technique throughout procedures. Cover patients with surgical drapes to create and maintain a sterile operative field. Coordinate or participate in the positioning of patients, using body stabilizing equipment or protective padding to provide appropriate exposure for the procedure or to protect against nerve damage or circulation impairment.
Maintain an unobstructed operative field, using surgical retractors, sponges, or suctioning and irrigating equipment
Provided patients with physical and emotional support during the procedure. Endoscopy Technician
Anne Arundel Gastroenterology Associates ( Medical)-Annapolis, MD March 2000 to February 2002
Clean, disinfect, or calibrate scopes or other endoscopic instruments according to manufacturer recommendations and facility standards.
Prepare suites or rooms according to endoscopic procedure requirements. Assist physicians or registered nurses in the conduct of endoscopic procedures. Collect specimens from patients using standard medical procedures. Maintain or repair endoscopic equipment.
Maintained clean laundry ( gowns and towels for patients) Assisted in PACU with patient discharge. Removing IV's and getting patients beverages and assisting them to get dressed.
Education
ASSOCIATES DEGREE in HEALTH SCIENCE
Anne Arundel Community College-Arnold, MD
2013 to 2017
DIPLOMA
Annapolis High School-Annapolis, MD
1987 to 1990
Skills
• GI Technician (10+ years)
• Type 35 Wpm (10+ years)
• Customer Service (10+ years)
• Cash Handling (10+ years)
• Retail (10+ years)
• Switchboard (5 years)
• Medical Office Management (1 year)
• Medical Terminology (10+ years)
• Electronic Medical Records (5 years)
• Sterile Processing
• Customer Care (10+ years)
• Call Center (5 years)
• CSR (10+ years)
• Customer Support
Certifications and Licenses
CPR/AED for Professional Rescuers and Health Care Providers
• Pharmacy Technician Certificate @ AACC
• BLS
Patient Care Technician
Present
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