Dionna Roberts
Baltimore
Summary
Dynamic professional with extensive customer service experience at Johns Hopkins Hospital, excelling in patient transport and care. Proven ability to lead teams and enhance patient satisfaction through effective communication and critical thinking. Skilled in data entry and maintaining confidentiality, ensuring a positive environment for patients and staff alike.
Overview
7
7
years of professional experience
Work History
Usps Mail Carrier
United Stated Postal Service
03.2024 - 04.2025
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Patient Transporter
Johns Hopkins Hospital
09.2021 - 03.2024
- Warmly greeted patients and visitors and made each feel welcome.
- Assisted in training new Patient Transporters on proper techniques, protocols, and company policies, ensuring consistent high-quality care throughout the team.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Reduced patient anxiety during transport by maintaining open communication and answering questions.
- Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
- Ensured patient safety by properly positioning patients on stretchers, wheelchairs, and other transport equipment.
- Assisted patients in moving out of beds, wheelchairs, stretchers, or medical transport vans.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Collaborated with nursing staff to prioritize urgent patient transports and streamline hospital workflow.
- Provided emotional support to patients and their families during challenging times, fostering a positive hospital experience.
- Completed detailed patient transport logs, ensuring accurate documentation for hospital records.
- Upheld strict confidentiality standards regarding patient information in adherence with HIPAA regulations.
- Facilitated smooth transitions between different areas of the hospital by coordinating with clinical staff during patient transfers.
- Coordinated with medical staff to ensure smooth transfer processes for patients.
Patient Service Representative
Spring Well Assistant Living
06.2018 - 01.2021
- Assisted patients in filling out check-in and payment paperwork.
- Handled customer service inquiries in person, via telephone and through email.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Organized patient records and database to facilitate information storage and retrieval.
Education
High School Diploma -
Northwestern High School
Baltimore, MD06-2015
Skills
- Customer service
- Critical thinking
- Data entry
- Customer relations
- Team leadership
- Time management
- Decision-making
- Computer skills
- Positive attitude
- Multitasking
- Professional and courteous
Timeline
Usps Mail Carrier
United Stated Postal Service
03.2024 - 04.2025
Patient Transporter
Johns Hopkins Hospital
09.2021 - 03.2024
Patient Service Representative
Spring Well Assistant Living
06.2018 - 01.2021
High School Diploma -
Northwestern High School
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