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Yyyyyy x. yyyyyy

- 3028 Chamblee Tucker Rd. C7 Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Healthcare IT Operations/Administration (Regular Shift ▪ Part Time)

Child Healthcare


Qualifications Profile


    Self-assured, dynamic, and results-driven professional with more than 15 years providing high-performance customer service, financial service management, records management, and operations support in the government, financial services, call center, and healthcare sectors.

-    Strong passion for delivering outstanding customer service that maintain client relationships and loyalties using IT solutions that create process efficiencies in providing a satisfying customer experience around company products and services.

-    Detail-oriented, analytical and methodical with critical thinking to resolve operational and administrative work issues even under stress.

    Proven flexibility and adaptability with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments.

    Well-orxxxxxxnized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Effective interpersonal communication skills that bring workforce diversity into a unified team advantage in meeting objectives and shared commitments.


Key Expertise

Operations Management

    Tactical & Operations Planning

    Call Center / Help Desk Operations

    Customer Service Management

    Relationship Management (Customers, Public, & Suppliers)

    Process/Workflow Improvement

    Continuous Quality Improvement

    Inter-Office Coordination

    Policies & Regulatory Compliance (i.e. HIPAA, EMTALA, etc.)

    Project Management Support

Healthcare/Nursing Support

    Medical Insurance Verification

    Case Management

    Nursing Service Administration

    Emergency & ICU Nursing Care

    Mental Health Management

    Nursing Stations Administration

    Nursing Supplies Inventory Control

    Substance Abuse Rehabilitation


    Staff Supervision & Training

    New Hire Onboarding

    Medical Records & Document Management

    Bilingual in English & Spanish


    Apps: RESQ and SmartSquare (Electronic Staffing), AST, & EPIC (Electronic Bed Management)

    Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook)


Professional Experience


Piedmont Hospital Xxxxxx, XXXXXX

Carelink Call Specialist Aug2011 Present

    Manage inbound calls to the Carelink call center from Physicians to all other medical personnel, serving as Lead Specialist to facilitate call specialist training for new hires, perform patient registration, schedule appointments and implement diagnostic procedures, assigning beds using an electronic bed management system (EPIC).

    Provide rapid response to emergency situations, notifying the proper correct medical practitioner, coordinating patient transfer between multiple hospitals, while ensuring EMTALA compliance at all times.

    Provide HR support using RESQ and SmartSquare (electronic staffing systems) to verify, update and coordinate staffing processes to ensure proper staff-to-patient ratios.

    Work with families to coordinate retrieval of a deceased patient by funeral homes or coroners.

    Explore new methods and IT solutions that create strategic healthcare advantages in achieving objectives expeditiously, cost effectively, and with consistent reliability in providing consistent high quality patient care.

    Ensure smooth flow of communication between hospital administrators and healthcare practitioners in providing efficient and cost-effective healthcare services while supporting daily hospital objectives and performance standards.


Scott & White Hospital Temple, TX

Medical Records/ Insurance Verifier Clerk Sep 2004 Jun 2006

    Conducted insurance verification, ensuring accurate data capture in profiling patient demographics, obtaining insurance and Medicaid information in determining patient s benefits and program eligibility,

    Ensured compliance with Medicaid and Medicare regulatory requirements, identifying patients whose health benefits coverage required prior approval and determined the extent of their health care coverage.

    Maintained and filed medical records of patients, resolving issues rexxxxxxrding prior authorizations/pre-certification.





Yyyyyy x. yyyyyy

- 3028 Chamblee Tucker Rd. C7 Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)



Department of Homeland Security (TSA) Austin, TX

Administrative Assistant - Training Department Jul 2006 Jun 2010

    Served as a security officer of the transportation security team for 1 year, providing security support to the flying public, directing passengers to appropriate airport areas, and implementing 100% bag searches on all carry-on lugxxxxxxge and personal items.

    Objectively managed emergency situations, providing a friendly and assured disposition that calmed affected air transport passengers.

    Provided efficient and cost-effective administrative support to operations, addressing inbound calls, scheduling appointments, maintaining and distributing training materials, and processing various documents (i.e. position papers, briefing documents, and data fact sheets).

    Provided HR support in managing personnel files, while developing and executing new training modules for continuing staff education and onboarding orientation of new hires.


Nationwide Credit Inc. Vestal, NY

Customer Financial Supervisor Jan 2001 Jul 2004

    Supervised 13 call center collection representatives in managing a high-volume customer call center, addressing escalated calls to resolve and de-escalate payment issues, while monitoring and recording live calls for QA and training purposes.

    Analyzed customer accounts to address account discrepancies, applying account changes as needed.

    Developed and maintained staff task schedules, overseeing staff performance, and ensuring compliance with collection standards and guidelines.

    Promoted to current position based on a 5-month record of 97% collection rate as a call center collection representative.


Education & Credentials


    B.S in Sociology, UNIVERSITY OF WEST GEORGIA Carrollton, XXXXXX (Expected: Dec 2016)

    Associate in Science, SUNY BROOME COMMUNITY COLLEGE Binghamton, NY 


Professional Training & Certifications

    Certified BLS in First Aid & CPR

Awards & Recognition

    Received numerous awards for excellent customer service and exceptional attendance prior to being promoted to the training department, Homeland Security (TSA)


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