Customer Service Representative

TOSHANE THOMPSON-KPAKA, Customer Service Representative

BROOKLYN NY, 11203, 917-***-****, *******.********.**@*****.*** SUMMARY Compassionate Patient Care Technician with over 6 years of diverse healthcare experience. Skilled in effectively communicating with patients and documenting vital signs, ensuring high-quality care. Recognized for maintaining clean and safe environments while responding promptly to patient needs. Demonstrated ability to assist patients with chronic conditions through personalized support and safety monitoring. Prepared to leverage extensive healthcare knowledge to enhance customer satisfaction and operational efficiency as a Remote Customer Service Representative. WORK EXPERIENCE

09/2018 – Present Patient Care Technician, Mount Sinai Hospital New york Assisted the nurse in addressing all Activities of Daily Living (ADL) requirements for patients.

Documented and communicated patient status effectively. Maintained cleanliness, safety, and order in patient environments, equipment, and care areas.

Answered patients' call lights promptly and efficiently. Performed and recorded patients' vital signs, including blood pressure, pulse, temperature, and respirations.

Documented intake and output as well as other assigned data. Obtained patients’ pain ratings on pain scales as an essential fifth vital sign, excluding Pediatrics.

Executed clinical procedures such as specimen collection, venipuncture, EKG, application of compression devices, post-mortem care, and skin integrity maintenance.

Set up equipment for selected procedures and assisted Registered Nurses accordingly.

Conducted one-to-one or close observation of patients, focusing on safety, elopement risk, or suicide prevention.

Managed 'isolation status' for patients under the direction of a Registered Nurse, adhering to established protocols.

Utilized the Vocera system in accordance with sign-in/sign-out protocols where activated.

05/2018 – 09/2018 Nursing Assistant, The New Jewish Home & Hospital Manhattan Performed tasks such as feeding, bed making (occupied/unoccupied), skin care, bed baths, and both incontinent and continent care. Monitored vital signs (blood pressure and blood sugar levels) and observed for any behavioral changes or new symptoms. 04/2017 – 05/2017 Internship, Buena Vida Continuing Care Brooklyn 05/2017 – 09/2018 Home health Aide/CNA, Life Quality Home Care Brooklyn Delivering care services such as grooming, dressing, toileting, assistance with walking, turning and positioning, and recording fluid intake. Conducted daily housekeeping duties, including regular inspections of the home to identify potential health hazards (e.g., rodent presence) and ensure compliance with health standards.

Supported clients by assisting with feeding, bed making, bath preparation, running errands, and accompanying them to medical appointments. Provided assistance to patients with various chronic diagnoses, including Type 1 and 2 diabetes, asthma, bronchitis, bipolar disorder, and schizophrenia.

Monitored vital signs (blood pressure and sugar levels) and documented any behavioral changes or new symptoms.

Facilitated general support and assistance.

Engaged clients in activities such as games, hobbies, walks, and social outings.

07/2016 – 03/2018 Home health aide, Always home Care Brooklyn Delivered care services such as grooming, dressing, toileting, assistance with walking, turning and positioning, and recording fluid intake. Conducted daily housekeeping duties, including regular inspections of the home to identify potential health hazards (e.g., rodent presence) and ensure compliance with health standards.

Supported clients by assisting with feeding, bed making, bath preparation, running errands, and accompanying them to medical appointments. Provided assistance to patients with various chronic diagnoses, including Type 1 and 2 diabetes, asthma, bronchitis, bipolar disorder, and schizophrenia.

Monitored vital signs (blood pressure and sugar levels) and documented any behavioral changes or new symptoms.

Facilitated general support and assistance.

Engaged clients in activities such as games, hobbies, walks, and social outings.

EDUCATION

01/2016 – 05/2017 Educators Inc. Private Christian School (EIPCS) High school diploma

Rockledge

SKILLS Patient Care Vital Signs Monitoring

Specimen Collection Venipuncture

EKG Compression Devices Application

Post-mortem Care Skin Integrity Maintenance

Feeding Bed Making

Skin Care Bed Bath

Incontinent Care Continent Care

Urinary Drainage Bag Turning/Positioning

Transferring Colostomy Care

Tracheostomy Care Housekeeping

Communication Professionalism

Integrity Hard Work Ethic

Salesforce Customer Success

Startup Environment CRM Systems

Customer Service Problem-solving

Record Keeping Computer

Internet Telephone Etiquette

Call center Empathy

REFERENCES Petergaye fagan

Supervisor, Always home care

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