1. DAVIDA CLEMENTS
9915 Raymond Ave. Cleveland, OH 44104 (216) 253-8307 drmonique@att.net
Call Center, Conflict Resolution, Customer Care and Satisfaction, Teacher License, Medicare, Medicaid, Health
and Human Services Policies, taxation, State of Ohio Labor Laws, Federal Labor Laws, HR processes,interview
techniques,Benefits, Community Resources, Case Management, Documentation, Ethics, Epic, Medical
Terminology, Team Building, Training, Self-Call Audit Professional, Billing and Coding, Project development,
Project management
Work Experience
The Cleveland Clinic Foundation Access to Care Specialist 2015
 Call Center Professional assisting patients to obtaining patient care and the highest level of satisfaction
 Optimize a high-call volume workload in pediatrics and respiratory.
 Resolve 800+ medical inquiries with speed,accuracy and volume resulting in appointments monthly
 Mentor and assistant training of new call center representatives
 Maintain and exceeded 94% call quality summary
 Trained schedulerin pediatric (general, endocrinology, gastroenterology,pulmonology, allergy, cardiology and
immunology) and adult pulmonology, allergy, critical care and chest x-ray, breast center and breast cancer,
mammogram, gastroenterology,hepatology,colorectal and general surgery
Cleveland Metro School District Substitute Teacher 2015-2016
 Assumed the responsibilities of a regular teacherproviding daily academic and behavioral instruction to an
average of 100-300 children daily.
 Assigned,developed and implemented educational lessons to students in grades Preschool to 12th grad
 Accepted long term music assignments providing lessons,activities and assignments to students PreK to 8th
grade.
 Interacted and taught typical, developmentally, emotionally and academically challenged students.
Stepped out of workforce to raise child and completed Bachelors and Master’s degree 2012-2015
County Employment and Family Services Customer Service Aid 2005-2012
 Face to face and phone contact with customers to provide resolution for customer request on a daily basis
 Interviewed and assisted residents applying for government assistance.
 Resolved customer complaints on a daily basis
 Assisted 150 -200 families daily with community resources,and application processes
 Managed childcare hotline – inbound inquires for childcare applications inquires 200+ call daily
Early Start/ Help Me Grow Case Manager/ Mentor/ HR Assistant 1999-2005
 Development, support and implementation of family plans for needs
 Submitted necessary referrals for parents and children for development, education,abuse and neglect
 Assisted management with screening, interviewing contacting potential candidates,new hires and training
 Assisted management with completion or records, forms and accuracy of billing
 Designed, planned, implemented and managed parent-child activities with 98% success rate
Educational Background
2016 North Central University Ph.D. Healthcare Administration
2014 University of Phoenix MBA Business Administration
2009 Malone University BA Organizational Management