Taniesha Massey
Windsor Mill,MD
Summary
I am an experienced nursing professional providing quality care to patients in variety of medical settings. Delivering excellent communication and task prioritization skills for effective patient care coordination. Proven ability is to stay organized and prioritize tasks in fast-paced environment. Being a dependable candidate successful at managing multiple priorities with a positive attitude willing to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support, proficient in customer service best practices and related options. With a goal is to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Certified Nursing Assistant
Johns Hopkins
05.2023 - Current
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Intake Coordinator
Carroll Hospice
09.2022 - 03.2023
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Reduced errors in patient data entry with thorough verification processes and attention to detail.
- Conducted initial assessments of patient needs and eligibility for various programs or services offered by the organization.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Contributed to a positive work environment through effective teamwork and open communication among colleagues.
- Resolved issues related to insurance authorizations or medical necessity quickly, minimizing delays in service provision.
- Enhanced office productivity by handling high volume of callers per day.
- Implemented best practices in record-keeping as per organizational standards, ensuring accuracy across all documents.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Expedited critical cases through close coordination with clinical teams, reducing wait times for essential services.
Medicare Customer Service Representative
Alorica
09.2021 - 06.2022
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Supported department goals by consistently meeting or exceeding established metrics related to call quality, timeliness, and accuracy.
- Trained new hires on company protocols, software usage, and effective communication techniques to ensure their success in the role.
- Ensured compliance with all applicable laws and regulations, staying up to date with changes in policy and reporting requirements.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Educated customers on preventative care measures, promoting overall health and wellness among beneficiaries.
- Facilitated timely issue resolution, coordinating with diverse departments and healthcare providers as needed.
Patient Care Technician
Mount Washington Pediatric Hospital
07.2017 - 03.2020
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Proactively addressed parent concerns regarding their child''s health, providing reassurance while working closely with physicians to develop appropriate care plans.
- Completed EKGs and other tests based on patient presentation in office.
- Oriented and trained new staff on proper procedures and policies.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Assisted doctors with exams and procedures, ensuring optimal patient comfort and care.
- Demonstrated adaptability while working alongside various medical teams including respiratory therapists, dietitians, case managers, and social workers to provide comprehensive patient care.
- Facilitated seamless shift transitions by accurately reporting patient status and progress to incoming healthcare professionals.
- Aided in the stabilization of critical patients with emergency interventions such as CPR or AED usage under supervision of RNs or physicians.
- Participated in interdisciplinary team meetings to discuss patient progress, address concerns, and collaboratively develop individualized care plans with various healthcare professionals.
- Exemplified professionalism when interacting with patients'' families regarding updates on medical conditions while respecting privacy boundaries set forth by HIPAA regulations.
- Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
- Assisted in the successful treatment of patients with complex medical conditions by collaborating with interdisciplinary healthcare teams.
Cashier Manager
Home Depot
02.2015 - 07.2017
- Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
- Quickly and accurately counted drawers at start and end of each shift.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Reduced cash discrepancies by consistently monitoring cash registers and conducting periodic audits.
- Resolved escalated customer complaints in a professional manner, maintaining positive brand reputation.
- Monitored areas for security issues and safety hazards.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.
- Conducted regular inventory checks on point-of-sale materials, ensuring availability of necessary supplies for smooth functioning of the cashier area.
- Coordinated promotional price changes, ensuring accurate pricing information at the register level.
- Collected valuable feedback from customers regarding their shopping experience, identifying areas for improvement and implementing necessary changes to enhance overall satisfaction.
- Led regular team meetings to discuss operational updates, address concerns, and recognize outstanding performance among staff members.
- Boosted employee morale through recognition programs celebrating individual achievements and milestones reached within the team.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established strong rapport with customers, fostering loyalty and repeat business through exceptional service.
- Collaborated closely with other department managers to ensure seamless operations across all store areas.
Education
Bachelor of Arts - Radiography
The Community College of Baltimore County
Catonsville, MD08.2027
High School Diploma -
Woodlawn High School Center For Pre-Eng. Res.
Baltimore, MD05.2016
Skills
- HIPAA Compliance
- Reliable team player
- Multitasking and Organization
- Cross-cultural sensitivity
- Healthcare ethics
- Patient relationship building
- Workflow Optimization
- Documentation and Recordkeeping
- Motivational Leadership
- Employee Supervision
- Decision-Making
- Root Cause Analysis
- Credit and collections
- Policy and procedure modification
- Administrative Management
- Goal Setting
- Complex Problem-Solving
- Attention to Detail
- Multi-Line Phone Systems
- Time Management
- Customer Complaint Resolution
- Cash handling and management
- Customer Service
- Punctual and Reliable
- Workplace Safety
- POS System Troubleshooting
- Employee performance evaluation
- Loss prevention strategies
- Team training and development
- Assignment Delegation
- Policy Enforcement
- Emergency Response
- Idea Development and Brainstorming
- Performance reviewing
- Professional and Courteous
- Negotiation and Conflict Resolution
Certification
- CNA - Certified Nurse Assistant
Timeline
Certified Nursing Assistant
Johns Hopkins
05.2023 - Current
Intake Coordinator
Carroll Hospice
09.2022 - 03.2023
Medicare Customer Service Representative
Alorica
09.2021 - 06.2022
Patient Care Technician
Mount Washington Pediatric Hospital
07.2017 - 03.2020
Cashier Manager
Home Depot
02.2015 - 07.2017
Bachelor of Arts - Radiography
The Community College of Baltimore County
High School Diploma -
Woodlawn High School Center For Pre-Eng. Res.
- CNA - Certified Nurse Assistant
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