1. Penny Wilmot
1382 Blue Heron Lane N.
Jacksonville Beach, FL 32250
Home 904-249-6617
Mobile 904-887-5937
wilmot.penny@gmail.com
Seeking a position as a call center Supervisor or Medical Assistant incorporatingover 17 years
experience in the medical field, several years of supervisory positions and four years’ experience in a
medical call center.
Work Experience
Call center Supervisor
Citra Health Solutions
Currentlyworking as the Call Center Supervisor under the direction of the Call Center Manager. I am
responsible for ensuringa positive customer experience through the supervision and direction of the
work assigned to my employees. My duties include leading the activitiesof the staff to ensure the work
was completed timelyand accurately for the client and identified and resolved errors and trends and
applied appropriate corrections and improvement opportunities. Beingresponsible for employees
performance and provide coaching to ensure employeesmeetstheir targetsas well as monitoring
reportsand metricson a daily basisto ensure goals are met and maintained an adequate and qualified
staff, includingselection, trainingand placement and continuallyevaluate their performance and take
action to ensure they are performing to the best of their ability.
Patient Advocate
Citra Health Solutions 4/2013 –Present
Worked on the Chronic Care Management (CCM) team as Medical Assistant onboardingnew patients,
gatheringinformation regardingmedicationsand specialistsand other concerns of the patient.
Assigning new cases to the nurse case managers. Logginginto several EMR systems gathering
information on CCM clients and logging time to meet monthlydeadlines. Responsible of maintaining
spreadsheet of incoming faxes from Physician Practices with patient information. Reachingout to
patient for initial interview for CCM program and explainingin further detail the programs goal.
Update and maintain TCM Project (Transition of Care). Logging into several hospital portals to retrieve
OHS patients’admission and discharge information in order to create a workflow for the patients.After
the workflow is created, I make interactive contact via telephone, with the patient, familymember or
caregiver, within two businessdays following discharge to the communitysetting. Serve as liaison by
schedulinga hospital follow up with their PrimaryCare Physician and complete a TCM form. When
completingthe TCM form, analyze that the patient is able to resume independent living, and activities
of dailyliving. Ifthe patient is not able to resume independent living, I prepare appropriate forms and
get a Home Health Agency representative to the patient’shome for an assessment. I am also trained in
several schedulingsystemsto schedule the patients’follow up appointments.
Lead Medical Assistant 9/2012 - 3/2013
Jacksonville Center for Reproductive Medicine
Executed day-to-dayworkflows as communicated and coached by the Office Manager. Main daily work
was related to direct patient care. Facilitated dailyoperations and responsibilitiesof patient flow
within each assigned area. Acted asthe first level “go to person” for the providersand staff regarding
troubleshootingissues. I was responsible for creatingthe schedules, coordinating vacation requests
and sick calls to ensure appropriate clinic coverage. Ensured smooth office operations, supporting

2. teamwork and generatinga positive attitude between front and back office staff. Interviewed and
proctored training sessions for new employees.
Patient Coordinator
Rise Health 06/2011 - 3/2012
Responded to clinical and administrative requestsfrom patientsand physician practices. Pre-visit prep
responsibilitiesincluded protocol-based scheduling, follow-up and referrals, medication reconciliation
and refills,insurance verification and authorization management. Leader of fax and form
documentation flow project for four physician practicesthat include 50 primarycare doctors and
resident physicians. Took callsfor the Boston Medical Center, traiged the calls, scheduled, rescheduled
or cancelled appointmentsin IDX system. Registered new patientsin SDK system and verified
insurance through Nehan system. Rise Health developed a Patient Record Management system that all
calls went through, that pulled up the patientsprofile associated with their telephone system where we
could see the patient medical record number, demographics, and a problem list, past and future
appointmentsand a list of all medications.
Instructor, Medical AssistingProgram 07/2009–5/2011
Everest University, Orange Park, FL
Instructed adult studentsin basicskills course, includingmedical records management, anatomy, and
physiology. Educated studentswith the skillsof the medical office includingcomputers, billingand
coding, and transcription. Handson trainingin lab proceduresof phlebotomy, injections, and EKG’s.
Instructed SOAPnotes and other patient charting.
Key Accomplishments:
Maintained an attrition rate of 0% for the past quarter.
Motivated studentsfor an attendance rate of more than 90%
Medical Assistant 03/2004-11/2009
Mayo Clinic, Jacksonville, FL
Lead MA in Gynecology oversaw 5 other MA’s assisting6 doctors. Assisted Physicians with patients'
annual examsincludingoffice proceduressuch as LEEP’s, colposcopies, biopsies, cathingpatients,
changingpessariesand other basic laboratory procedures.
Scheduled testsand consultsfor patientsand surgeriesdirected by the physician. Coordinated
messagesand referralswith the physicians. Managed the suppliesinventoryand organization.
Proficient in electronicchartingand ordering.
Key Accomplishments:
Certified by the State of Florida to perform assigned tasks to meet the care needsof patientsunder
direct supervision of a physician.
Medical Assistant 02/2002-03/2004
Mayo Clinic, Jacksonville, FL
Triage Team for the CommunityInternal Medical Department
In charge of communicatingvia phone and email of patient needsto 24 physicians and residents.
Coordinated treatment plansand patient appointmentsaswell as prescription refill authorizations.
Cardiology Consultants,Jacksonville, FL 10/2001 – 02/2002

3. Medical assistant to 3 cardiologists, performed vital readings, EKG’s, and stress tests. Helped patients
with halter monitors. Managed Defibrillator / Pacemaker Clinic. Traveled with physiciansto satellite
offices to monitor patientsand perform stresstests and administer medicine. In charge of supplyand
inventory of medicine samples.
Medical Assistant 08/1999–10/2001
South Beach Medical, Jacksonville, FL
Lead MA oversaw 2 employees.Assistant to Dr. John Ondrejicka with patient exams. Performed all lab
work in the office and sent out to local labsfor results. In office proceduressuch as EKG’s, processed
chest X-rays,vital signs, small surgeries,sigmoidoscopies, stress tests, halter monitors, pulmonary
function tests,administered medicationsand injections, autoclavinginstrumentsand managed the
suppliesstock for the office. Coordinated patient appointmentsand relayingresult information.
Oversaw flu shot clinic.
Dr. Smith / Kartsonis Dermatology, Jacksonville, FL 05/1998- 08/1999
Assisted physicianswith full body checks. Performed minor office proceduresincludingvaricose vein
injections,biopsies, facial peels,acne peels, autoclavingall instruments, administered medicationsand
injections.Communicated with patientsexplainingresultsof tests and scheduled follow up
appointments.
Supervisor, Data Processing Department 1978-1989
First Union, Jacksonville, FL
Oversaw 25 employees maintaininga 24-hour/7 daysa week, Data ProcessingDepartment.
Responsible for monitoring and maintaining2 mainframe computersensuring100% up time. This
included ATM and computer operations for the entire state of Florida’sbankingbranches.
Key Accomplishments:
Received 5 awardsfor Projects and Supervisory Excellence
(Shared Success Awards.)
Completed 4 in house supervisor courses.
Education
1998 Ultrasound Diagnostic School Jacksonville, FL
Medical Assistant Program
Maintained 4.0 GPA
Certifications
American Medical Technologists
HIPAA
OSHA