Quantrell Shirnett Wilson
Arcadia
Summary
Over a decade of experience in the healthcare industry, with expertise in advanced health records management, processes, and procedures. Continuously acquiring new skills and knowledge to enhance technical proficiency and practical experience. Skilled in conducting thorough research while providing direct patient care support. Committed to improving healthcare delivery through a combination of analytical skills and compassionate patient interaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Personal Care Aide (PCA)
Briggs Home Health Agency
03.2015 - 10.2016
- Assist patients with their everyday needs in their homes, such as:
- Bathing, feeding, medication, toileting, vitals, and light cleaning. Any other personal hygiene that may be needed.
- Help with the patient's holistic care and make sure that they are comfortable and being well taken care of.
- Serving the needs of the ill and elderly, being patient, kind and charismatic towards the patient and the family.
- Engaging the patient in activities like reading, talking and playing games.
- Provided personal care assistance to clients, ensuring comfort and safety during daily activities.
- Maintained accurate client records, documenting care plans and progress notes consistently.
- Supported clients in mobility and physical therapy exercises to enhance independence.
- Educated clients on nutrition and wellness practices, promoting healthier lifestyle choices.
- Monitored vital signs and reported changes in condition to nursing staff promptly.
- Developed strong relationships with clients, fostering trust and emotional support through compassionate care.
Senior Customer Service Representative
UnitedHealth Group
07.2022 - Current
- To assist the member with over the counter orders.
- Provide information to them regarding their benefits.
- Assist the member with navigating through website.
- Processed orders
- Assisted customers with questions
- Assisted customers with a warm and professional attitude
- Interacted with customers through live chat
- Remote
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention rates.
- Analyzed customer feedback to identify trends, driving improvements in service delivery.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Analyzed business processes to identify improvement opportunities and enhance operational efficiency.
- Developed and maintained process documentation to ensure compliance with industry standards.
- Evaluated existing procedures, recommending solutions that improved accuracy and consistency across teams.
- Mentored junior analysts, fostering skill development and promoting best practices within the team.
- Established strong relationships with internal clients to better understand their needs and expectations related to process improvements.
- Collaborated with upper management to drive strategy and implement new processes.
- Served as a subject matter expert on business process analysis methodologies within the organization, mentoring junior team members as needed.
PCA/Caregiver
Growth Home Health Care LLC
03.2021 - 07.2022
- Assist patients with their everyday needs in their homes, such as:
- Bathing, feeding, medication, toileting, vitals, and light cleaning. Any other personal hygiene that may be needed.
- Help with the patient's holistic care and make sure that they are comfortable and being well taken care of.
- Serving the needs of the ill and elderly, being patient, kind and charismatic towards the patient and the family.
- Engaging the patient in activities like reading, talking and playing games.
Medical Assistant
Minden Medical Center
09.2021 - 02.2022
- Drawing blood
- Collecting lab specimens
- Answering phones
- Scheduling appointments
- Explaining treatments to patients
- Filling out billing and patient forms
- Pre authorization (mri)
- Drawing injections
- Assist with cast removals
- Triaged patients
- Responsible for back office duties
- Assisted with insurance verification
- Obtained patient vitals
- Provided patient care
- Performed in-office procedures
- Ordered labs
Swing Manager
McDonalds
03.2014 - 07.2021
- Interact with customers to make sure that they have a satisfactory experience.
- Direct other employees through their daily routines, to run the business efficiently.
- Hiring employees, preparing their paperwork, documentation and filing new hires data into the computer
- Managers act as a quality control, ensuring customer satisfaction through training employees properly and adhering to company policy.
- Supervised daily operations to ensure timely service and adherence to quality standards.
- Trained and mentored team members on operational procedures and customer service excellence.
- Managed inventory control, ensuring stock levels met demand without overstocking.
- Implemented efficient workflow processes to enhance productivity during peak hours.
- Coordinated scheduling to optimize labor resources while maintaining service efficiency.
- Resolved customer complaints effectively, enhancing overall satisfaction and loyalty.
- Monitored compliance with health and safety regulations, maintaining a safe work environment.
- Monitored employee performance closely, providing constructive feedback for continuous improvement opportunities.
- Improved overall guest experience by working alongside front-of-house staff during peak hours, addressing any issues proactively before they escalated further.
- Managed inventory levels for optimal stock availability, minimizing waste and maximizing profits.
- Oversaw daily cash reconciliation processes, maintaining accurate financial records for the establishment.
- Developed strong relationships with vendors and suppliers, negotiating competitive pricing terms that positively impacted the bottom line.
- Reviewed daily sales reports for insights into areas of improvement or potential growth opportunities within the business operations.
- Orchestrated positive customer experiences by overseeing every area of Type operations.
- Led employee training sessions for improved performance and adherence to company standards.
- Utilized advanced problem-solving skills in managing unforeseen challenges or emergencies while maintaining composure under pressure.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
Preschool Teacher
Cheriton Migrant Head Start
01.2009 - 01.2013
- Facilitated learning activities and imaginative play with various materials.
- Teach basic skills such as color, shape, numbers and letter recognition, personal hygiene and social skills and creative
- Developing a careful program suitable for preschool children, to prepare them for kindergarten.
- Designed innovative educational activities to stimulate young minds.
- Implemented age-appropriate activities to enhance cognitive and social development.
- Collaborated with parents to support children's educational needs and progress.
- Monitored classroom environment to ensure safety and promote positive behavior among students.
- Assisted in assessing student progress, providing feedback to inform future lessons.
- Facilitated group activities that encouraged teamwork, communication, and problem-solving skills.
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
Education
Certificate - Medical
Eastern Shore Community College Melfa
Melfa, VA05.2018
Diploma -
Pueblo High School Tucson
Tucson, AZ05.2003
Skills
- Quality Assurance
- Patient Care
- Medical Records
- EMR Systems
- Epic
- Clerical Experience
- HIPAA
- Hospital Experience
- Insurance Verification
- Medical Imaging
- Medical Scheduling
- Medical Terminology
- Office Management
- Phone Etiquette
- Leadership
- Conflict management
- Management
- Guest services
- Supervising experience
- Customer service
- Time management
- Teaching
- Athenahealth
- Microsoft Excel
- Front Desk
- Computer Operation
- Microsoft Office
- Program Development
- Communication skills
- EHR systems
- Documentation review
- Administrative experience
Certification
- NCMA
- August 2018 to August 2022
- Certified Medical Assistant
- Basic Life Support (BLS)
- September 2021 to September 2026
- CPR Certification
- BLS Certification
Additional Information
- Office duties:
- Word document
- Excel
- PowerPoint
- Measures a candidate's ability to address concerns and use sensitivity when responding to needs and feelings of patients.
- Knowledge of EHR data, associated privacy regulations, and best practices for EHR use
- Attention to Detail
- Electronic health records: Best practices — Highly Proficient
- Measures the traits that are important for success in management positions
- Supervisory skills: Motivating & assessing employees — Proficient
- Motivating others to achieve objectives and identifying improvements or corrective actions
- Attention to detail
- Filing paperwork and documentation
- Faxing
Timeline
Senior Customer Service Representative
UnitedHealth Group
07.2022 - Current
Medical Assistant
Minden Medical Center
09.2021 - 02.2022
PCA/Caregiver
Growth Home Health Care LLC
03.2021 - 07.2022
Personal Care Aide (PCA)
Briggs Home Health Agency
03.2015 - 10.2016
Swing Manager
McDonalds
03.2014 - 07.2021
Preschool Teacher
Cheriton Migrant Head Start
01.2009 - 01.2013
Certificate - Medical
Eastern Shore Community College Melfa
Diploma -
Pueblo High School Tucson