Angela Rose
Coeburn
Summary
Dynamic professional with a proven track record at enhancing patient satisfaction through innovative care and efficient appointment scheduling. Skilled in office administration and patient confidentiality, demonstrating exceptional problem-solving abilities and empathy. Achieved significant improvements in patient engagement and service delivery, showcasing a commitment to excellence and teamwork.
Overview
13
13
years of professional experience
Work History
Health Concierge
CVS Aetna
12.2024 - Current
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Implemented innovative solutions to address unique challenges faced by individual patients, resulting in tailored care plans that met their specific needs.
- Conducted outreach initiatives to raise awareness of available services within the community, increasing program participation rates.
- Developed strong relationships with patients and families, cultivating trust and rapport for better engagement in the care process.
- Resolved conflicts and addressed concerns promptly, fostering a positive environment for patients and staff alike.
- Enhanced patient satisfaction by providing personalized assistance and addressing their healthcare needs promptly.
- Provided compassionate emotional support to patients coping with illness or injury, contributing to their overall wellbeing.
Lead Sales Associate
Virginia ABC
05.2021 - 09.2023
- Handled cash register operations and customer transactions to process payments.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Processed and stocked merchandise in accordance with store standards.
- Contributed towards improving overall store ambience by maintaining a clean and organized work environment.
- Performed inventory control procedures to manage stock.
- Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
- Managed inventory effectively, minimizing stock-outs and overstock situations.
- Trained, coached, and mentored new sales associates for maximum performance.
- Trained new sales associates to ensure consistent performance across the team.
Administrative Medical Clerk
Stone Mountain Health Services
05.2016 - 11.2017
- Improved record-keeping accuracy by regularly auditing files for completeness and updating information as needed.
- Facilitated communication between patients and healthcare providers through clear documentation of phone messages and appointment requests.
- Demonstrated commitment to ongoing professional development by attending industry conferences and seminars, applying new knowledge to enhance job performance.
- Handled sensitive inquiries related to billing disputes diplomatically, resolving issues promptly without compromising patient relationships.
- Managed incoming calls efficiently while maintaining a professional demeanor under pressure from high call volumes or challenging situations.
- Contributed to a positive work environment by delivering excellent customer service in all interactions with patients, families, and colleagues.
- Provided administrative support to multiple physicians simultaneously while maintaining organization within busy clinic settings.
- Maintained strict confidentiality of sensitive information, adhering to HIPAA guidelines for all patient records.
- Participated in periodic training sessions to stay current on best practices within the field of medical administration.
- Maintained an orderly reception area which contributed to a welcoming atmosphere for patients upon arrival.
- Ensured accurate patient billing by diligently reviewing insurance claims and processing payments.
- Boosted patient satisfaction scores with prompt, courteous service during check-in and checkout processes.
Manager Trainee
Pizza Plus Inc
01.2014 - 05.2016
- Streamlined operational efficiency by identifying areas of improvement and developing targeted action plans.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Improved employee retention rates with the implementation of a comprehensive onboarding process for new hires.
- Explained services and products to customers in friendly and engaging way.
- Oversaw employee scheduling procedures, ensuring optimal staffing levels were maintained at all times while minimizing labor costs.
PCA
Public Partnerships
03.2012 - 01.2014
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Improved patient comfort by providing compassionate and attentive care.
- Maintained a clean and safe environment for patients, reducing the risk of infections and accidents.
- Developed strong relationships with patients'' families to provide updates on progress and address concerns collaboratively.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Monitored vital signs and reported changes in patient condition to medical professionals promptly.
- Prevented bedsores through regular repositioning and skin assessments of at-risk patients.
- Managed challenging behaviors in dementia patients using de-escalation techniques, creating a calm atmosphere within the care setting.
Education
Medical Administration Certificate -
Penn Foster Career School
Scranton, PAHigh School Diploma -
Coeburn High School
Coeburn, VA06.2011
Skills
- Patient confidentiality
- Office administration
- Insurance verification
- Data entry proficiency
- Appointment scheduling
- Customer assistance
- HIPAA compliance
- Customer support
- Data entry
- Inbound call management
- Sales expertise
- Copay and premium expertise
- Customer service
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Punctual and hardworking
- Calm and effective under pressure
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Registration and scheduling
- Caring and empathetic
Timeline
Health Concierge
CVS Aetna
12.2024 - Current
Lead Sales Associate
Virginia ABC
05.2021 - 09.2023
Administrative Medical Clerk
Stone Mountain Health Services
05.2016 - 11.2017
Manager Trainee
Pizza Plus Inc
01.2014 - 05.2016
PCA
Public Partnerships
03.2012 - 01.2014
Medical Administration Certificate -
Penn Foster Career School
High School Diploma -
Coeburn High School
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