Customer Service Services Specialist

PRIVATE NANNY — Mr.& Mrs. Richardson Residence

Lansdowne, PA, January 2023 - February 2024

ASST HEALTHCARE PROVIDER — Excel

Philadelphia, PENNSYLVANIA, February 2016 - October 2017 Rosemary M.

Hatchett,RN

Representative / Clinical Services

Phone +267-*******

Email ad9pzd@r.postjobfree.com

Address Yeadon, PA 19050

Dynamic leader with over 20 years at Healthpass Americhoice, specializing in healthcare management and process improvement. Excelled in enhancing customer experience and quality assurance, achieving significant operational advancements. Skilled in budget management and known for exceptional coaching abilities, driving team performance and project success

•

• .Excellent organizational skills work across many departments with collaborative efforts on projects

• Excellent conflict resolution and Team building skills Proven track record of leading projects to successful completion through the effective use of resources and personnel. Experienced in managing budgets, implementing new policies and procedures, and overseeing large staff teams.

•

Excels in building long-term relationships with vendors and customers, providing superior customer service, and creating a positive workplace dynamic.

•

• Expert Knowledge of DPW rules & regulation • Customer Experience

• Budget Management • Quality Assurance & Conflict resolution Working Knowledge of Medicare, Medicaid &

Private Insurance options for treatment

Outpatient/Inpatient

• • Adaptability and Flexibility

• Project Management

• Took on variety of roles, working flexible hours to meet fluctuating needs of family.

• Provided childcare for multiple children at once.

• Managed the children's daily routines, such as meal times, bath times, and bedtimes.

• Maintained accurate documentation of all patient assessments, treatments, progress notes, and discharge summaries.

• Provided compassionate patient care and support in a fast-paced healthcare environment.

• Adapted quickly to changing situations in order to provide optimal care for patients. PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

DIRECTOR OF CALL CENTER OPERATIONS — Healthpass Americhoice Philadelphia, PENNSYLVANIA, January 1986 - February 2006 ASST NURSE MANAGER FOR IN PATIENT PSYCH UNIT — Misericordia Hospital Philadelphia, PENNSYLVANIA, May 1988 - June 1989

NURSE — Einstein High Risk Maternity Unit

Philadelphia, PENNSYLVANIA, March 1987 - April 1988 GERIATRIC PSYCH NURSE — Belmont Hospital

Philadelphia, PENNSYLVANIA, October 1985 - February 1987 CHARGE NURSE — Mt Sinai

Philadelphia, PENNSYLVANIA, September 1984 - September 1985

• 20+ of healthcare experience.

• 15+ years of management.

• Child and adolescent psychiatric expertise as it pertains to Belmont and adult duo diagnosis expertise Provided constructive feedback during one-on-one coaching sessions with agents in order to help them improve their performance.

•

Directed all aspects of project management including planning, budgeting, staffing, scheduling, monitoring, and reporting.

•

Maintained up-to-date knowledge of industry trends and best practices in order to make informed decisions about operational improvements.

•

• Conducted staff meetings to review changes in regulations, standards of practice, and new technologies. Monitored quality assurance activities such as infection control audits, medication administration checks and customer satisfaction surveys.

•

• Developed effective strategies for resolving conflicts between personnel or departments.

• Applied effective communication techniques when interacting with patients and families.

• Assisted in providing patient care, including administering medications, treatments and performing diagnostic tests.

• Managed time efficiently while balancing multiple priorities simultaneously. Facilitated group therapy sessions designed to address common issues faced by elderly individuals with psychiatric disorders.

•

Educated families about available resources that could help them better manage their aging loved one's mental health condition.

•

Implemented evidence-based interventions aimed at improving quality of life for elderly patients with psychological conditions.

•

Demonstrated leadership qualities by delegating tasks efficiently among staff members in order to ensure optimal workflow.

•

• Assisted in making nursing staff assignments based on patient acuity and competency of staff.

• Assisted new nurses during orientation process by providing guidance on processes and protocols. EDUCATION

ASSOCIATE IN ARTS (A.A.) IN NURSING

— Einstein School Of Nursing

Philadelphia, PA, US, May 1984

LIBERAL ARTS

— Community College

Philadelphia, PA, US, 1979

LIBERAL ARTS

— Temple University

Philadelphia, PA, US, Jun 1976

Contact this candidate