Ann Mwangi

Dedicated Customer Service Representative and transcriptionist with a proven track record of enhancing customer satisfaction and driving sales growth. Successfully led initiatives that improved customer satisfaction and reduced call wait time. With a consistent performance exceeding target and a knack for implementing efficient systems, I am eager to leverage my skills to ensure exceptional customer service in my next role.

Transcriptionist (freelancer) at Staff transcription (2024-10 – 2025-02)

• Performed transcription of audio recordings into digital documents for various clients
• Utilized a variety of software to accurately transcribe audio recordings
• Collaborated with a team of transcriptionists to ensure accuracy of transcripts
• Provided editing captions and proofreading services for transcripts
• Submitted the medical transcription files to healthcare physicians in a timely manner to gain their approval on the same
• Researched and clarified any difficult or ambiguous language in audio recordings
• Prioritized and managed multiple transcription projects simultaneously
• Adhered to client guidelines and standards for transcription accuracy and formatting
• Proficient with medical terminology

Customer service representative at Equity Afia Medical Centre (2019-08 – 2024-10)

• Ensured completeness, integrity, confidentiality, and timely retrieval of records
• Answering incoming calls, Emails and chats inquiries from customers regarding services and products
• Actively listen to customers concerns, identify needs and provide accurate solutions
• Reviewed patients' medical records and information for completeness, accuracy, and compliance with regulations in the hospital
• Delivered an outstanding customer experience through quick resolution/escalation of customers' queries in order to ensure maximum customer satisfaction and retention
• Build rapport with customers by demonstrating empathy and providing personalized services
• Gather customer feedback to improve service quality and product development
• Handled appointments scheduling and ensured appropriate follow-ups are managed
• Perform data entry by inputting converting paper records into electronic ones
• Perform other clerical receptionist duties such as data entry, filing, photocopying, scanning, and transcribing
• Managing and balancing hospital petty cash
• Obtaining patients demographics and verifying insurance information at each visit
• Identifying and resolving minor patients billing complaints
• Ensured timely availability of all essential services, supplies, stationery, visibility materials and amenities to staff and visitors

Medical Records officer at Thika Nursing Home Hospital (2014-07 – 2019-07)

• Formulated, interpreted and implemented health records and information policies, procedures and guidelines
• Documented medical, surgical, and related procedures
• Responsible for the security and safety of records and documents in the Health Facility
• Provided timely reliable and acceptable quality health information for evidence-based decision making
• Implemented records keeping strategies and systems to enhance the ease of record keeping
• Processed patient's admission and discharge documents
• Ensured patient charts, paperwork and reports were completed in an accurate and timely manner
• Managed records inventory and classification, storage, management, and ultimate disposition of physical records
• Managed filing and retrieval of records from both in and out patients
• Prepared statistical reports incorporating demographics and medical documentation to determine hospital population and optimize care
• Compiled timely and accurate monthly hospital morbidity reports
• Coded diagnosis using ICD10
• Changed the filing system from alphabetical filing system to straight numerical filing system
• Trained new records officers in handling records management tasks
• Managed the process of retention and disposition of records
• Supported the development and review of records policies and records procedure manual
• Provided advice on disclosure, confidentiality and exchange of health records and information
• Compiled medical care and census data for statistical reports on diseases treated, surgery performed, and use of hospital beds

Records Technician at Beta care hospital (2013-12 – 2014-07)

• I was tasked with filing of patients' records
• Admission and discharge of patients
• Database management
• Tracking patient's records

Degree in Health Records and Information – Mount Kenya University (2014-01 – 2016-01)

Diploma in Health Records and Information – Kenya Medical Training College (2011-01 – 2013-01)

Certificate in Microsoft Office applications – Destiny School of Professional Studies (2010-01 – 2010-06)

Certificate of Secondary Education – Senior chief koinange high school