Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Kimberly Christie

Martinsville

Summary

Compassionate patient representative with background in managing patient interactions and resolving concerns effectively. Skilled in communication, ensuring clarity and understanding between healthcare providers and patients. Demonstrated ability to improve patient satisfaction through attentive service and problem-solving. Contributed to streamlining front office operations, enhancing overall efficiency in previous roles. Flexible hard worker ready to learn and contribute to team success.

Overview

12
12
years of professional experience

Work History

Patient Access Representative III

Conifer Health
Federal Way
10.2022 - Current
  • Actively participated in team meetings and training sessions.
  • Conducted financial counseling for patients, explaining payment options and assistance programs.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Greeted patients and visitors in a courteous and professional manner.
  • Organized timely and accurate referrals to help patients obtain health care services and access available resources.
  • Collaborated with clinical and administrative staff to meet patient needs.
  • Reported liabilities and risk management concerns to supervisor for review.
  • Utilized hospital systems to update patient records, ensuring accuracy and completeness.
  • Facilitated communication between patients, staff members, and third party payers.
  • Documented patient counters in hospital system and initiated follow-up actions.
  • Responded to patient inquiries regarding billing or financial matters.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
  • Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
  • Guided patients through the completion of consent and other required medical forms.
  • Reviewed eligibility responses to assess patient benefit level and prepare estimates.
  • Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
  • Processed insurance verifications and authorizations to ensure coverage of services.
  • Explained policies, procedures and services to patients.
  • Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
  • Taught volunteers how to relate to guests, uphold patients' rights and respond to specific issues.
  • Maintained confidentiality of all patient information in accordance with HIPAA regulations.
  • Ensured accuracy of all data entered into computer system.
  • Compiled information from patients and caregivers or family members to identify care concerns.
  • Received patient inquiries or complaints and directed to appropriate medical staff members.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Verified insurance coverage for services provided by the facility.
  • Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
  • Collaborated with other departments to ensure quality customer service was delivered.
  • Answered phones promptly in a professional manner.
  • Managed incoming faxes related to patient registration processes.
  • Assembled registration paperwork and placed identification bands on patient.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Assisted with scheduling outpatient appointments.
  • Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
  • Maintained confidentiality of patient information in compliance with HIPAA regulations.
  • Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
  • Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
  • Verified demographics and insurance information to register patients in computer system.
  • Facilitated patient registration, verifying all required documentation is collected and filed properly.
  • Participated in training sessions to stay updated on healthcare policies and registration software.
  • Processed patient admissions, registrations, transfers, and discharges according to established procedures.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.
  • Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
  • Provided assistance to internal departments when needed.
  • Prepared daily reports on registration activities, highlighting areas for improvement.
  • Explained various admission forms and policies, acquiring signatures for consent.
  • Supported emergency department registration during peak times, ensuring rapid patient processing.
  • Obtained informed consent and payment documentation from patients and filed in system.
  • Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
  • Instructed patients on policies and required actions for different types of appointments and procedures.
  • Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
  • Coordinated scheduling of appointments across multiple departments to optimize patient care.
  • Contributed to team meetings, sharing insights and strategies for improving patient access services.
  • Assisted in the implementation of new technologies and processes to improve patient access services.
  • Counselled patients on potential financial liabilities and payment requirements.
  • Scanned documents into electronic medical records system.
  • Provided directions and information to patients and families, enhancing their hospital experience.
  • Completed day-to-day duties accurately and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked effectively in team environments to make the workplace more productive.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked with cross-functional teams to achieve goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Managed inventory and supplies to ensure materials were available when needed.

Customer Service Representative

Centene
Plainfield
05.2018 - 10.2022
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Mentored junior team members and managed employee relationships.
  • Collected deposits or payments and arranged for billing.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Implemented innovative methods for streamlining the customer service process.
  • Developed positive relationships with customers through friendly interactions.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Resolved customer complaints promptly and efficiently.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided accurate information about products and services to customers.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Answered customer inquiries via phone, email, and chat.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Completed day-to-day duties accurately and efficiently.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Recognized by management for providing exceptional customer service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked effectively in team environments to make the workplace more productive.
  • Maintained updated knowledge through continuing education and advanced training.

Ambassador

Amazon
Plainfield
06.2013 - 06.2018
  • Conferred with other managers to identify trends or key group interests or concerns.
  • Maintained up-to-date records of trainee progress and provided regular updates to management team.
  • Designed and developed training materials for new employees in the organization.
  • Managed multiple projects simultaneously while adhering to tight deadlines.
  • Devised programs to develop executive potential among employees in lower-level positions.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Provided feedback on employee performance based on observed results during training sessions.
  • Scheduled classes based on availability of classrooms, equipment or instructors.
  • Conducted onboarding sessions to orientate new staff members about company policies and procedures.
  • Coordinated recruitment and placement of training program participants.
  • Adapted teaching methods according to the needs of individual learners or groups.
  • Created and offered additional materials to enhance training.
  • Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
  • Explained goals and expectations required of trainees.
  • Participated in and attended meetings or seminars to obtain information for use in training programs.
  • Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Maintained strong knowledge by participating in workshops, conferences, and online education classes.
  • Monitored, evaluated and recorded training activities or program effectiveness.
  • Documented all training activities including attendance records, feedback forms, surveys.
  • Maintained up-to-date knowledge of industry trends and best practices.
  • Suggested and offered specific training programs to help workers maintain or improve job skills.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Recommended changes or improvements in existing training processes as needed.
  • Selected and assigned instructors to conduct training.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Resolved any issues raised by participants during the training session in a timely manner.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Operated a variety of machinery and tools safely and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Maintained updated knowledge through continuing education and advanced training.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Education

General Studies

Martinsville High School
Martinsville, IN
05-1987

Skills

  • Patient registration
  • Insurance verification
  • Customer service
  • Data entry
  • Confidentiality compliance
  • Interpersonal communication
  • Team collaboration
  • Problem solving
  • Appointment scheduling
  • Time management
  • Billing inquiries
  • Punctual and hardworking
  • Clinical practice operations
  • Customer relationship management
  • Phone and email etiquette
  • Records management
  • Collaborative Problem-solving
  • Organizational skills
  • HIPAA compliance
  • Fee collection
  • Dispute resolution
  • Health Insurance Policies
  • Patient interviewing
  • Reliability
  • Multitasking Abilities
  • Friendly and outgoing
  • Building rapport and credibility
  • Effective communication
  • Task prioritization
  • Appointment confirmation
  • Data collection
  • Privacy regulations knowledge
  • Recording histories
  • Continuous improvement
  • Time management abilities
  • Team leadership
  • Professional demeanor
  • Policy understanding
  • Ethical conduct
  • Clerical and filing support
  • Schedule coordination
  • Appointment reminders
  • Adaptability
  • Patient documentation
  • Payment collection
  • 50 WPM typing speed
  • Health insurance knowledge
  • Documenting and recording information
  • Claims handling and coverage verification
  • Resolving problems

Accomplishments

  • I have received an excellence award @ Conifer Health for going above and beyond for our patience

References

References available upon request.

Timeline

Patient Access Representative III

Conifer Health
10.2022 - Current

Customer Service Representative

Centene
05.2018 - 10.2022

Ambassador

Amazon
06.2013 - 06.2018

General Studies

Martinsville High School

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Kimberly Christie