Diana Martin
Bay
Summary
Dedicated customer service representative with a strong focus on appointment scheduling, electronic records management, and conflict resolution, committed to enhancing the patient experience. Compassionate and detail-oriented professional with extensive experience in healthcare support roles. Proficient in patient education, emotional support, and data entry accuracy, striving to improve patient satisfaction and provide high-quality care.
Overview
8
8
years of professional experience
Work History
CSR
NEA Baptist Clinic
Jonesboro
10.2024 - Current
- Assisted patients with appointment scheduling and inquiries at NEA Baptist Clinic.
- Handled patient records and ensured accurate data entry in electronic systems.
- Responded to patient concerns with empathy and effective communication skills.
- Collaborated with medical staff to facilitate smooth patient workflows and services.
- Managed incoming calls, providing information and resolving issues promptly.
- Educated patients on clinic policies and procedures for optimal service experience.
- Maintained a clean and organized reception area to enhance patient comfort.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Identified opportunities for upselling additional products or services based on customer needs.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
CNA/HUC
NEA Baptist Memorial Hospital
Jonesboro
04.2018 - Current
- Assisted patients with daily living activities and personal care tasks.
- Monitored vital signs and recorded changes in patient health status.
- Collaborated with nursing staff to implement patient care plans effectively.
- Maintained cleanliness and safety of patient rooms and equipment.
- Provided emotional support and companionship to patients during recovery.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Answered patient call lights promptly and responded to requests appropriately.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
Education
High School Diploma -
Jonesboro High
Jonesboro, AR05-1988
Skills
- Appointment scheduling
- Electronic records management
- Patient education
- Call handling
- Data entry accuracy
- Customer relationship management
- Conflict resolution
- Emotional support provision
- Document control
- Customer service
- Prioritization
- Adaptive team player
Timeline
CSR
NEA Baptist Clinic
10.2024 - Current
CNA/HUC
NEA Baptist Memorial Hospital
04.2018 - Current
High School Diploma -
Jonesboro High