Keisha McDonald

KEISHA N. MCDONALD

**** ********** ***** ***. **** Coral Springs, FL. 33071

Cell 954-***-**** Work 954-***-****

**************@*****.***

OBJECTIVE

Seeking a challenging position with a progressive organization, that will allow me to utilize my skills, education in management and exceptional experience.

QULIFICATIONS

• Trained customer service professional with strong leadership, communication and customer service skills

• Enthusiastic and resourceful with a strong desire to excel

• Able to maintain focus in a demanding work environment

• Superior interpersonal skills with the ability to work well with others

WORK EXPERIENCE Broward General Medical Center Fort Lauderdale, FL.

Guest Service Associate/Patient Representative 03/04-Present

(Oncology/MedSurg and Telemetry Unit)

• Act as a liaison between physicians, patients, staff and Administration

• Meet with patients on a daily basis to discuss the quality of care that they are receiving

• Work in conjunction with physicians, residents and nursing staff to ensure quality care for patients

• Report and document any questions, comments or concerns that the patient may have to the appropriate people

• Make recommendations to the Nurse Manager in order to remedy any areas of concern

• Develop ways to improve and maintain high patient satisfaction scores

• Developed Customer Service Scale, Hourly Rounding Log, Report Sheet and Discharge Evaluation

• Coordinate activities for staff

• Work with various departments within the hospital, in order to meet the needs of the patient

• Conduct Customer Service Classes

• Conduct New Hire Orientation

• End of the quarter reports

• Familiar with NRC Picker, HCAHPS and CMS guidelines

• Graduated from Leadership Academy

North Broward Hospital District Fort Lauderdale, FL.

Clerical Pool 09/03-03/04

• Worked at several of the hospitals and ambulatory sites within the North Broward Hospital District

• Worked in various departments including Human Resources and the Legal Department

Broward General Medical Center Fort Lauderdale, FL.

Administrative Intern 05/03-08/03

Operated under the direct supervision of several Administrators and managers of

Various departments

• Attended various administrative meetings

• Shadowed/assisted various members of Administration

• Participated in JACHO mock survey

• Made rounds with the Guest Relations Coordinator

• Assisted with Customer Service Classes

• Prepared memos and spreadsheets

• Performed several other tasks at the request of the preceptor

Metrone Telecommunications Sunrise, FL.

Directory Assistance Operator 08/01-05/03

• Provided enhanced directory assistance for Sprint, Nextel, and AT&T customers

EDUCATION

Florida International University Miami, FL.

Bachelor of Arts (August, 2003)

Major: Health Service Administration

Coursework Included: Human Resource Management, Applied Management in Health Care, Ethics, Computer Applications, Accounting, and Statistics

Miami-Dade Community College Miami, FL.

Associates of Arts (December, 2001)

COMPUTER SKILLS

Experienced and trained in using Microsoft Word, PowerPoint, Excel and the Internet

REFERENCES

Available Upon Request

Contact this candidate