Katrina Perkins
Clarkston
Summary
Experienced with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
AccentCare
02.2024 - Current
- Handled escalated calls calmly, finding resolutions that satisfied the patient's needs.
- Managed KPI, scheduling, medical supplies, timely initiation of care, authorization denial, transcribed orders, triage staff schedules., follow up on patient eligibility.
- Addressed patient's complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Customer Service Manager
ID Tech Molecular Laboratory
04.2022 - 04.2023
- Direct and maintain the customer department
- Monitor and manage schedule, dispatching, call center, data entry, ensure and documenting concerns and resolution were communicated, assist with recruiting, screening, interviewing, and orientation prospective employees
CNA Instructor
Atlanta Career Institute
05.2020 - 08.2022
- Monitor and manage class schedule, deliver quality curriculum with daily instruction of students, demonstrate the use of appropriate testing and grading procedure including communication skills and knowledge of current procedures in nursing field, observes and enforces the institutions policies and regulations
CSM
Sandy Springs Place Memory Care
06.2019 - 05.2020
- Provided overall leadership and management of the Resident Services Department and coordination with other ancillary health providers to provide quality care and services to all residents
- Worked with the Executive Director to develop and maintain ongoing departmental processes in coordination with the overall function of the community
Scheduler
Bridgeway Home Health
03.2019 - 12.2019
- Coordinate schedules and coordinate the activities of the home health care employees
- Counsel's employees regarding policies and procedures
- Assists in recruiting, screening, testing, interviewing, and orienting prospective employees
- Document service and performance issues relating to clients and employees
- Ensure all shifts are filled to meet the patient's needs and maintain/increase revenues
Executive Director
Northlake Gardens
03.2018 - 02.2019
- Responsible for operation and marketing of the community, applied sound fiscal management skills to: development, management and adhere to the budget
- Timely, accurate, comprehensive fiscal reports, insured submissions for payment, manage the employment, development, control, training, and discharge of employees to meet the needs of the community
- Fosters smooth functioning, efficient operation through timely and effective resolution of grievances from residents, families and/or staff
Resident Services Director
Northlake Gardens
11.2017 - 03.2018
- Provided overall leadership and management of the Resident Services Department and coordination with other ancillary health providers to provide quality care and services to all residents
- Worked with the Executive Director to develop and maintain ongoing departmental processes in coordination with the overall function of the community
Licensed Practical Nurse
Pruitt Health Corporation
09.2014 - 12.2017
- Transferred from Forsyth location in October 2017
- Assist in the development of comprehensive resident and care plan for each resident and educate residents and their families on the safe treatment of injuries, illnesses, and conditions
- Assess, monitor, and document resident's progress, symptoms, and vital signs
- Facilitate the involvement of appropriate health professionals needed to improve or maintain the resident's functional abilities at the highest practical level
Weekend Supervisor
Northlake Gardens
10.2017 - 11.2017
- As the Licensed Practical Nurse, instituted appropriate nursing intervention required to stabilize a resident's condition and/or prevent complications
- Responding to resident and family concerns and ensuring concerns are documented and a resolution is communicated to appropriate staff
- Made rounds to interview physical and emotional status of residents and implemented any required nursing interventions
- Other duties as assigned
Nurse Liaison
Sadie G Mays Health and Rehab Center
04.2016 - 10.2017
- Promoted to Nurse Liaison after 4 months of employment
- Responsibilities include fostering the relationship between the patients and the facility
- Establishing patient eligibility for care, communicating with families, and interacting with a wide range of staff members, from admissions coordinators to case managers to physicians
- First to assess patients, review their medical records, and determine whether they should be admitted for care
- Explain the type of care and services we offer to patients and their families
- Coordinate with the facility to schedule therapy sessions and doctor visits; Coordinate with other staff members to ensure smooth patient discharge
Licensed Practical Nurse/PRN
Pruitt Health Corporation
09.2014 - 10.2017
- Responsibilities include Wound Dressing & Care | G-Tube Feedings & Care | IV Therapy | Patient Bathing & Hygiene Assistance | Glucose Checks & Blood Pressure Monitoring | Rehabilitation Therapy
- Follow rehabilitation and treatment plans to accelerate patient recovery; minimize pain, discomfort, infections, and complications; and optimize residents' outcomes
- Assess, monitor, and document residents progress, symptoms, and vital signs
- Educate residents and their families on the safe treatment of injuries, illnesses, and conditions
MDS Coordinator
Sadie G Mays Health and Rehab Center
01.2016 - 04.2016
- Assisted in the development of comprehensive resident and care plan for each resident and educated residents and their families on the safe treatment of injuries, illnesses, and conditions
- Served on, participated in, and attended various other committees and care plan for each resident
- Facilitated the involvement of appropriate health professionals needed to improve or maintain the resident's functional abilities at the highest practical level
- Assessed, monitored, and documented residents progress, symptoms, and vital signs
MDS Coordinator/ Restorative Nurse/Floor Nurse
Medical Management Health and Rehab Center
10.2012 - 10.2015
- Assisted in the development of comprehensive resident and care plan for each resident and educated residents and their families on the safe treatment of injuries, illnesses, and conditions
- Served on, participated in and attended various other committees and care plan for each resident
- Facilitated the involvement of appropriate health professionals needed to improve or maintain the resident's functional abilities at the highest practical level
- Assessed, monitored, and documented residents progress, symptoms, and vital signs
Education
Diploma - Practical Nursing
Central Georgia Technical College
Macon, GA01.2012
Diploma - Medical Assistant
Central Georgia Technical College
Macon, GA01.1995
Skills
- Data entry
- Schedule mastery
- Follow-up skills
- Clerical support
- Critical thinking
- Documentation
- Data collection
- Customer service
- Call center experience
- Complaint handling
- Excellent written and oral communication
- HCBS
- Pulse/Medalogics
- EClinicals
Licensuresandcertifications
- Train the Trainer
- CPR/BLS Certification
- Licensed Practical Nurse
Timeline
Customer Service Specialist
AccentCare
02.2024 - Current
Customer Service Manager
ID Tech Molecular Laboratory
04.2022 - 04.2023
CNA Instructor
Atlanta Career Institute
05.2020 - 08.2022
CSM
Sandy Springs Place Memory Care
06.2019 - 05.2020
Scheduler
Bridgeway Home Health
03.2019 - 12.2019
Executive Director
Northlake Gardens
03.2018 - 02.2019
Resident Services Director
Northlake Gardens
11.2017 - 03.2018
Weekend Supervisor
Northlake Gardens
10.2017 - 11.2017
Nurse Liaison
Sadie G Mays Health and Rehab Center
04.2016 - 10.2017
MDS Coordinator
Sadie G Mays Health and Rehab Center
01.2016 - 04.2016
Licensed Practical Nurse
Pruitt Health Corporation
09.2014 - 12.2017
Licensed Practical Nurse/PRN
Pruitt Health Corporation
09.2014 - 10.2017
MDS Coordinator/ Restorative Nurse/Floor Nurse
Medical Management Health and Rehab Center
10.2012 - 10.2015
Diploma - Medical Assistant
Central Georgia Technical College
Diploma - Practical Nursing
Central Georgia Technical College
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