OGONNA IKEM
Anambra
Summary
Organized Patient Service Representative with 3 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
3
3
years of professional experience
5
5
Certification
Work History
Healthcare Customer Service Representative/Salesperson
Joez Pharmaceutical Ltd
07.2023 - Current
- Handled over [30] customer service inquiries in person, via telephone and through email daily thereby enhancing patient satisfaction
- Investigated and resolved more than [10] customer complaints within a short time
- Educated more than 100 customers monthly about billing, payment processing and support policies
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database
- Used customer insights to develop innovative sales strategies to increase sales.
Registered Nurse/Medical Assistant
General Hospital Enugwu Ukwu
01.2022 - Current
- Skillfully managed [10] challenging patient situations daily using de-escalation techniques, crisis intervention strategies, and therapeutic communication skills
- Provided timely and level-headed emergency response to about [3] critically-ill patients daily
- Leveraged feedback and process improvement opportunities to create a safer and healthier environment and increase patient satisfaction
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
Registered Nurse, Emergency Department
Our Lady of Lourdes Hospital ihiala
12.2020 - 10.2022
- Performed triage daily on about [5] incoming patients and determined the severity of injuries and illnesses
- Cared for as many as [15] patients each day, quickly identifying concerns, controlling symptoms, and providing expert emergency care
- Recorded details regarding therapies to keep patients' charts updated
- Equipped about [30] patients weekly with knowledge needed for speedy and sustained recovery.
Education
Diploma in Nursing -
School of Nursing ihiala
Anambra, NigeriaBachelor of Nursing science -
Ladoke Akintola University of Technology
Ogbomosho, Oyo01.2025
Skills
- Follow-Up Skills
- Appointment Scheduling
- Call Center Experience
- Medical Terminology Knowledge
- Patient Confidentiality
- Data Entry Proficiency
- Healthcare industry understanding
- Telephone etiquette
- Customer Service
- Customer Retention Strategies
- Report Preparation
- Microsoft Office
- CRM Software
Websites
Certification
- Alison E-learning Provider, 2024, Telehealth for Healthcare Providers, Customer Service Skills within Healthcare
- Udemy, 2024, Best practices in customer support, Customer support skills, Google Calendar: Virtual Assistant.
- Improvement Science and Ed app, 2024, HIPAA Compliance Training
- Coursera E-learning provider, 2023, Foundation of Telehealth, IT support fundamentals
- Digital Witch Support Community, 2023, IT Support Skills
- Nursing and Midwifery Council of Nigeria, 11/01/20, Registered Nurse Certificate and License
- Rescue and Safety Support Initiative, Nigeria, 11/01/20, Emergency Care Provider certificate
- Computer School, Our Lady of Lourdes ihiala, 05/01/18, Computer Studies Training
Timeline
Healthcare Customer Service Representative/Salesperson
Joez Pharmaceutical Ltd
07.2023 - Current
Registered Nurse/Medical Assistant
General Hospital Enugwu Ukwu
01.2022 - Current
Registered Nurse, Emergency Department
Our Lady of Lourdes Hospital ihiala
12.2020 - 10.2022
Diploma in Nursing -
School of Nursing ihiala
Bachelor of Nursing science -
Ladoke Akintola University of Technology