Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Kaitlyn Schreiner

Columbia City

Summary

Dynamic customer service professional with a proven track record at CHS - Community Health Systems, excelling in problem-solving and training. Known for delivering exceptional service and maintaining HIPAA compliance, I thrive in fast-paced environments, ensuring customer satisfaction and fostering strong relationships. A motivated team player dedicated to enhancing the overall customer experience.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Rep II

CHS - Community Health Systems
Columbia City
06.2024 - Current
  • Resolved customer inquiries through phone, email, and live chat support.
  • Maintained detailed records of customer interactions in Oracle software.
  • Handled escalated issues by coordinating with management for resolution.
  • Trained new staff on customer service protocols, as well as everyday job duties.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Helped with other departments' overflow.

CSR Supply Chain Services

Lutheran Hospital
Fort Wayne
10.2021 - 06.2024
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
  • Provided exceptional customer service by responding to inquiries and resolving customer questions in a timely manner.
  • Performed data entry tasks efficiently to update customer records.
  • Implemented strategies to improve overall customer experience.

Appointment Scheduler

Physical Medicine Consultants
Fort Wayne
01.2020 - 09.2021
  • Successfully scheduled appointments, ensuring all details were documented accurately and efficiently.
  • Actively monitored incoming calls, emails, and other forms of communication for potential appointment requests.
  • Adhered to company policies and procedures while scheduling appointments.
  • Organized and monitored all Physicians Schedules.
  • Assisted surgery scheduling with referrals in registering and filling out injection procedure forms.
  • Handled patient payments.
  • Maintained a high level of professionalism when interacting with clients over the phone or via email.
  • Assisted customers with selecting an appropriate time for their appointment based on their individual needs.

C.N.A

Millers Merry Manor
Columbia City
02.2018 - 01.2020
  • Delivered direct care to patients, assisting with bathing, feeding, and grooming tasks.
  • Completed daily documentation and charts regarding patient care and input reports into practice databases.
  • Prepared residents for meals and assisted with feeding.
  • Utilized PPE appropriately and followed patient safety and infection control guidelines.
  • Followed HIPAA regulations to maintain confidentiality of sensitive medical and personal information.
  • Lifted and repositioned non-ambulatory patients to prevent accidents and falls.
  • Developed trusting relationships and provided emotional support to patients and families.
  • Stocked patient rooms and supply areas to meet patient care needs.
  • Answered call lights to provide emergency treatment and assistance to patients.
  • Cared for up to 7 or more patients on a rotating schedule.

Activity Director

Millers Merry Manor
Columbia City
03.2015 - 01.2020
  • Adapted activity plans to meet the needs of individual participants.
  • Assessed client's physical abilities, interests, and limitations in order to develop an appropriate activity plan for them.
  • Planned and coordinated recreational activities for residents, providing socialization opportunities to promote physical, mental and emotional wellbeing.
  • Documented Residents attendance, answered questions, and resolved concerns.
  • Encouraged individuals to take part in entertainment and recreational activities.
  • Provided guidance and support to volunteers assisting with activities.
  • Demonstrated strong interpersonal communication skills when interacting with clients, families, staff members, vendors and other stakeholders associated with the organization.
  • Collaborated with staff to ensure the safety of participants in all activities.

Team Member

Arby's
Columbia City
10.2012 - 02.2015
  • Gained valuable experience in a fast-paced environment by quickly learning new processes, procedures, and systems.
  • Communicated effectively with customers, supervisors, and team members.
  • Performed opening and closing duties, including store cleaning and restocking.
  • Arrived on time for shifts and adhered to company dress code guidelines.
  • Developed strong customer service skills and interpersonal communication abilities by working with a diverse group of customers.
  • Adapted quickly to changing priorities and demonstrated flexibility in responding to customer needs.
  • Provided support to team members to ensure all goals were met in a timely manner.
  • Trained new team members on company policies and procedures.

Education

High School Diploma -

Northrop High School
Fort Wayne
06.2014

Skills

  • Problem Solver
  • Dependable and Punctual
  • Privacy/ HIPAA Regulations
  • Quick Learner
  • Telephone Etiquette
  • Multitasking
  • Adaptability
  • Motivated Team Player
  • Medical Terminology
  • Scheduling
  • Customer Service
  • Time management
  • Training and development
  • Attention to detail
  • Adaptive team player

Certification

  • Certified Nursing Assistant
  • Activities Director

References

References available upon request

Timeline

Customer Service Rep II

CHS - Community Health Systems
06.2024 - Current

CSR Supply Chain Services

Lutheran Hospital
10.2021 - 06.2024

Appointment Scheduler

Physical Medicine Consultants
01.2020 - 09.2021

C.N.A

Millers Merry Manor
02.2018 - 01.2020

Activity Director

Millers Merry Manor
03.2015 - 01.2020

Team Member

Arby's
10.2012 - 02.2015

High School Diploma -

Northrop High School

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