Enthusiastic and dedicated professional with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Skilled in working under pressure and adapting to new situations and challenges.
Hi, I’m
Issra Y. Omer
Edmonton,AB
Summary
Overview
10
years of professional experience
Work History
Edmonton Eyelids
Medical Office Assistant
04.2023 - Current
Job overview
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Received, recorded and filed medical payments by check, cash and credit card.
- Used HealthQuest to schedule appointments for doctor visits and procedures.
- Called and faxed pharmacies to submit prescriptions and refills.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Answered phone calls and messages for Three-physician Ophthalmology/Oculoplastics medical facility, scheduling appointments and handling patient inquiries.
- Received and routed laboratory results to correct clinical staff members.
Bluecare Staffing- Total Testing Solutions
COVID-19 Test Coordinator
12.2021 - 03.2023
Job overview
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Begin registration process and check ins for attendees
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments/testing
- Screen each patient by asking standard COVID-19 questions and thoroughly explain testing process to patients
- Conduct COVID-19 test and collect specimens in an appropriate manner. Followed by preparation of specimens for processing
- Follow COVID-19 safety protocol by wearing required PPE for total shift (face mask, eye protection, medical gloves, gown, etc.)
- Reviewed and implemented required COVID-19 information and protocols for each testing site
- Demonstrate respect, friendliness and willingness to help wherever needed.
- Work flexible hours; night, weekend, and holiday shifts.
- Work in multiple locations and environments. Outdoor drive thru clinics and indoor educational events.
- Execute strong communication and customer service skills
Power Personnel- Stanford Blood Center
Data Entry Associate
05.2022 - 07.2022
Job overview
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Compiled data and reviewed information for accuracy prior to input.
- Sorted documents and maintained organized filing process.
- Organized, sorted and checked input data against original documents.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Maintained ongoing communication with relevant departments to confirm accurate data delivery.
- Monitored database updates and verified for correctness.
- Compiled information and input into SafeTrace, DID, and Aphaeresis databases.
- Managed multiple data files across required systems to provide Lab and Operation departments with real-time information.
- Verified accuracy of computer system information by updating Donor ID/SiteMasters databases.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Documents completed work in appropriate logbooks.
- Drafted reports for upper management as directed.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Gathered data from multiple sources and programs.
Cornerstone Staffing Solutions LLC
Patient Care Representative
09.2021 - 12.2021
Job overview
- Executed excellent customer service and communication skills by verifying and collecting appropriate information, and scheduling and registering and recording patient data in expedient and accurate manner
- Explained and applied HIPAA policies and regulations to ensure proper patient care
- Utilized knowledge of healthcare field by explaining insurance coverage benefits and medical care cost to patients
- Performed cash, check, and credit transactions for patient's visit, diagnostic studies and supplies
- Managed incoming phone calls and resolved patient inquiries and referred calls to appropriate departments
- Managed switchboard, answering all calls from patients and outside sources directing questions and messages to appropriate in a timely manner and data entry
- Updated patient's demographic data, scheduled appointments, verified insurances via EHR Epic daily
- Communicated with corporations, insurance and Pharmaceutical companies via telephone or correspondence
- Prepped, scanned, released, processed and maintained patient's medical records, labs, orders, outside records
- Reviewed each step of patient care and made proactive adjustments to avert issues.
- Screened patients for financial assistance and aided in preparing required funding documents.
- Evaluated effectiveness of current strategies with interdisciplinary team and utilized recommendations to make permanent improvements to care standards.
IHS (Interprovincial Health & Safety) Ltd
Customer Service Manager/Service Assistant Manager
01.2018 - 04.2020
Job overview
- Administer and resolve all customers inquiries for variety of call center products and services
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
- Operating a multi-telephone line by transferring customer to the proper department
- Evaluate issues to all incoming telephone queries received from customers in timely and professional manner
- Monitor information and maintain records on database and servicing system following IHS guidelines
- Facilitate continuous management and training and guidance of various call center tools to staff as required
- Prepare Call Center performance reports by collecting, analyzing, and summarizing data and trends
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Described product highlights and benefits to help guide purchasing decisions.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Maintained call center equipment in good working order to maximize productivity.
- Effectively supervised staff of 15 personnel by implementing company policies, protocols, work rules and disciplinary action.
Trail Appliances Ltd
Customer Service Representative/ Administrative Assistant
07.2013 - 09.2017
Job overview
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Offering customers with information on our additional home aid products, such as kinetico water softening systems, IQ air, and vacuflo
- Scheduling clients delivery, installation, and service appointments
- Operating a multi-telephone line by transferring customer to the proper department
Shifa Medical Clinic
Medical Receptionist/Assistant
07.2015 - 08.2017
Job overview
- Registered new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information
- Facilitated patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff
- Ensured patient confidentiality by following proper protocols and procedures in securing health information
- Obtains revenue by recording and updating financial information; recording and collecting patient charges; controlling credit extended to patients; filing, collecting, and expediting third-party claims.
- Checked patient insurance, demographic and health history to keep information current.
- Transcribed phone messages and relayed to appropriate personnel.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
- Supported office staff and operational requirements with administrative tasks.
Education
De Anza Edmonton, AB
Associate of Science from Biology
05.2023
University Overview
- Continuing education in California. Had to obtain general education courses not covered in the Canadian University Educational system to apply to Master Degree programs.
Grant Macewan UniversityEdmonton, AB
Bachelor of Science from Biomedical Sciences, Sciences
05.2023
University Overview
- Completed full degree requirements just need to obtain certificate for graduation. Due to my medical condition, I had to pause my studies several times until I received proper diagnoses and a stable medication regimen.
Skills
- Registration and Scheduling
- Insurance Verification
- Medical terminology
- Building Rapport and Credibility
- Explaining Policy and Procedures
Administrational/Medical Office Experience
- EMR Systems (Epic)
- Medical Billing/Coding
- Phone Etiquette/Multi-line phone systems
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Medical Histories and Vital Statistics
Timeline
Medical Office Assistant
Edmonton Eyelids
04.2023 - Current
Data Entry Associate
Power Personnel- Stanford Blood Center
05.2022 - 07.2022
COVID-19 Test Coordinator
Bluecare Staffing- Total Testing Solutions
12.2021 - 03.2023
Patient Care Representative
Cornerstone Staffing Solutions LLC
09.2021 - 12.2021
Customer Service Manager/Service Assistant Manager
IHS (Interprovincial Health & Safety) Ltd
01.2018 - 04.2020
Medical Receptionist/Assistant
Shifa Medical Clinic
07.2015 - 08.2017
Customer Service Representative/ Administrative Assistant
Trail Appliances Ltd
07.2013 - 09.2017
De Anza
Associate of Science from Biology
Grant Macewan University
Bachelor of Science from Biomedical Sciences, Sciences
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