Chioma Vanessa Benson

 CHIOMA VANESSA BENSON Medical Virtual Assistant|| Patient Care Coordinator || Customer Support Specialist   PROFESSIONAL SUMMARY Versatile and dedicated Registered Midwife, Customer Support and Telehealth/Medical Virtual Assistant with a strong background in healthcare administration, client communication, and care coordination. Skilled in managing electronic medical record (EMR), CRM systems, data entry, patient documentation, and scheduling while ensuring accuracy, confidentiality, and professionalism. Demonstrated success providing remote support to clients and patients, streamlining operations, and improving service response times. Known for exceptional communication skills that enhance customer satisfaction and overall care delivery in both clinical and virtual environments. CORE COMPETENCIES Customer Support & Client Services • Multi-channel communication (phone, email, chat) • Customer inquiry resolution • Complaint handling and escalation • Service Level Agreement (SLA) management • Empathy and relationship building Virtual Assistance & Administrative Support • Inbox and calendar management • Appointment scheduling and coordination • Document and record management • Data entry and reporting accuracy • Workflow organization and task prioritization Telehealth Assistance & Clinical Support • Virtual patient coordination and follow-up tracking • EMR and patient data documentation • Remote consultation setup and support • Confidentiality and ethical care compliance • Patient education and health communication Organizational & Professional Skills • Documentation and record management • Professional client and patient interaction • Team collaboration and leadership support • Time management and multitasking • Adaptability in fast-paced environments • Customer Service • Virtual Assistance • Complaint resolution • Order Processing • Email/Chat Support • Effective Communication • Troubleshooting • Administrative Support • CRM Tools (Hubspot, Freshdesk, Trello, Calendly, Monday.com ) • Microsoft Office Suite • Data Entry • Appointment Scheduling • Google Workspace • Time Management • Calendar Management • Call Documentation • Problem-solving aptitude TOOLS AND PLATFORMS • CRM & Helpdesk Systems: HubSpot, Freshdesk • Telehealth Support Tools: Dozy, Kareo • Project & Task Management: Trello, Monday.com • Document Control: Docs, Sheets, Word, Excel • Automation & Integration: Zapier, Make • Communication Tools Gmail, Slack, Teams • Collaboration Tools: Drive, Dropbox • Scheduling: Calendly, Google Calendar, Pick Time • SLA Time Tracking: Clockify, Time Doctor • Data Entry & Analytics: Google Sheets, Excel WORK HISTORY Customer Support Specialist | Remote, FREELANCE Jun 2025 – Present. • Delivered support across email and phone, managing an average of 40+ inquiries weekly with a 95% satisfaction rate. • Used HubSpot and Freshdesk to track tickets, update client information, and maintain accurate CRM records. • Coordinated meetings and schedules using Calendly and Slack, improving appointment attendance by 25%. • Created and managed client tracking sheets in Google Sheets, enhancing reporting accuracy and follow-up consistency. • Drafted client emails, summaries, and feedback reports to improve communication turnaround time by 30%. • Collaborated with team members via ClickUp and Trello, ensuring tasks are completed within SLA deadlines. Midwife and Patient Support Specialist | Hybrid, UNIVERSITY OF ABUJA TEACHING HOSPITAL, NIGERIA. Apr 2022 – May 2025. • Handled patient inquiries across antenatal and pediatric units, improving service response time. • Supported telehealth follow-ups, appointment scheduling, and patient updates using EMR systems. • Collected and recorded patient vitals, symptoms, and observations to support clinical decision-making. • Assisted clinicians in labour, postnatal, and surgical wards, ensuring accurate documentation and smooth workflow. • Coordinated patient flow across units, improving triage efficiency during high-volume periods. Telehealth Support Officer | Hybrid, PRIMARY HEALTH CENTERS – GWAKO & GIRI Jun 2021 – Mar 2022. • Provided remote and in-person support for patient education, immunization updates, and antenatal reminders. • Updated patient records and assisted with community health follow-ups using digital tools. • Supported maternal and child health programs, improving continuity of care. • Helped organize clinic schedules, patient queues, and documentation for daily operations. • Responded to basic inquiries and offered guidance on clinic procedures and services. Family Planning Officer| On-Site, MAITAMA DISTRICT HOSPITAL, NIGERIA. Jan 2020 – May 2021. • Assisted in counseling sessions for postpartum and family planning clients, ensuring confidentiality and clarity. • Documented patient visits, services rendered, and follow-up dates using clinic registers. • Managed appointment reminders and patient education materials. • Supported clinicians during assessments and minor procedures. • Ensured accurate inventory of consumables and updated daily activity records. EDUCATION Counselling Psychology & Biology Education | Bachelor of Education (B.Ed.) NIGER STATE UNIVERSITY, LAPAI, NIGERIA | 2014 • Gained knowledge in human behavior, counselling techniques, communication, and educational psychology. • Completed coursework integrating biological sciences with counseling approaches, supporting both healthcare and customer-facing roles. TRAINING AND CERTIFICATIONS Midwifery Certification (Registered Midwife – RM151844) SCHOOL OF MIDWIFERY, FCT COLLEGE OF NURSING SCIENCES, NIGERIA | 2025 • Completed comprehensive clinical and theoretical training in maternal and child health, patient assessment, emergency care, and general health. • Developed strong skills in patient communication, triage support, record documentation, and telehealth-assisted follow-up. In-Demand Digital skills DIGITAL WITCH SUPPORT COMMUNITY | 2025 • Acquired practical knowledge of CRM platforms, productivity tools, and digital communication systems, including Google Workspace, Microsoft Office Suite, and virtual collaboration tools. • Practiced resolving customer issues under SLA guidelines and managing ticketing workflows effectively. KEY ACHIEVEMENTS • Supported patient communication across hospital units, improving response time and care coordination. • Recorded and updated over 500+ patient records using EMR systems with 99% accuracy. • Assisted in triage processes and pre-consultation assessments, helping reduce patient waiting time. • Coordinated schedules and follow-up reminders for visits, improving patient compliance and turnout. • Provided telehealth support (phone, email) for patient inquiries and appointment guidance. LANGUAGE • English Language (Fluent) • Igbo Language (Native) • Hausa Language (Fluent)