Emmanuel Aguwa
Windsor,Canada
Summary
Healthcare and digital health professional with extensive experience in customer support, public health, and patient care. Proficient in managing high-volume customer inquiries through various communication channels (phone, email, chat). Skilled in resolving technical issues across digital health platforms. Recognized for improving patient satisfaction and reducing waiting times by 46% at the Imo State Telehealth Initiative. Demonstrated expertise in electronic health records (EHR) management, implementing public health initiatives, and problem resolution. Committed to leveraging technology to enhance healthcare accessibility, immunization tracking, and public health outcomes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Grocery Clerk
FreshCo
11.2024 - Current
- Provide customer support in locating products and resolving inquiries, ensuring a positive shopping experience
- Maintain store organization, stock shelves, and assist in promotions to enhance customer satisfaction
- Collaborate with the team to maintain cleanliness and meet company standards
Customer Support Associate
Elation Health
01.2024 - 08.2024
- Managed a high volume of support tickets, ensuring timely and efficient issue resolution within specified timeframes
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided technical support for EHR, Billing (RCM), and Patient Passport applications via multiple communication channels
- Assisted healthcare providers with urgent technical issues, ensuring critical patient care tasks were addressed promptly
- Collaborated with senior team members to resolve complex cases and ensure customer satisfaction
- Utilized Salesforce and Jira for tracking, documenting, and resolving customer issues
- Ensured effective communication, delivering positive customer experiences across all touchpoints
Virtual Health Physician
Imo State Telehealth Initiative
03.2022 - 12.2023
- Assisted in palliative and long-term care via telehealth, improving patient outcomes through remote consultation
- Collaborated with healthcare teams to enhance virtual patient support, advocacy, and education on healthcare matters
- Contributed to public health campaigns aimed at improving access to healthcare services, specifically immunization programs
- Improved patient satisfaction by 46% and reduced waiting times through streamlined telehealth processes
Virtual Care Physician
Pent Clinics and Consultants
03.2021 - 02.2022
- Delivered remote consultations, diagnosing and managing medical conditions using telehealth platforms
- Managed EHR, ensuring data privacy and HIPAA compliance
- Provided technical troubleshooting and support for telehealth platforms to enhance patient access to care
- Trained medical staff on the use of digital health solutions and telemedicine best practices
Education
Master of Medical Biotechnology -
University of Windsor
09.2024
Doctor of Medicine -
University of Debrecen
12.2020
Skills
- Extensive experience resolving technical issues for healthcare applications and digital platforms
- Proficient in managing electronic health records and using digital health tools to streamline healthcare processes
- Familiarity with Zendesk, Jira, and Salesforce for efficient issue tracking and resolution
- Strong analytical skills with a focus on clear documentation and collaborative problem-solving
- Knowledge of vaccine tracking, public health programs, and their integration with digital health tools
- Effective oral and written communication skills, with experience working across functional teams (Product, Engineering, Support)
Certification
- Standard First Aid & CPR Level C, 2024
- Online Healthcare Professional Training, 2022
- Basic Medical Course, 2013
Languages
English
Native or Bilingual
Employee of the year
Imo State Telehealth Initiative, Imo State, Nigeria (2022)
Timeline
Grocery Clerk
FreshCo
11.2024 - Current
Customer Support Associate
Elation Health
01.2024 - 08.2024
Virtual Health Physician
Imo State Telehealth Initiative
03.2022 - 12.2023
Virtual Care Physician
Pent Clinics and Consultants
03.2021 - 02.2022
Doctor of Medicine -
University of Debrecen
Master of Medical Biotechnology -
University of Windsor
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