Traci Kistner
Community Health Network
Indianapolis
15
years of professional experience
Compassionate Patient Access Representative experienced in optimizing patient flow and ensuring compliance with regulations. Delivered exceptional customer service and enhanced patient experiences through effective problem-solving and teamwork. Organized Administrative Assistant contributed to fast-paced environments by managing multiple tasks with keen attention to detail and strong decision-making skills.
Work History
Patient Access Representative
6 Years 11 Months- Managed insurance verification processes to ensure accurate billing and minimize delays in patient care.
- Facilitated patient registration and appointment scheduling to enhance access to healthcare services.
- Collaborated with clinical staff to streamline patient flow and improve overall service efficiency.
- Trained new team members on electronic health record systems and customer service protocols.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Assisted in reducing no-show rates by implementing reliable follow-up and a reliable follow-up and reminder system for appointments.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Enhanced patient experience, ensuring a welcoming environment from first point of contact.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
- Optimized resource allocation by effectively managing patient flow and scheduling.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Improved patient satisfaction by efficiently managing registration and intake processes.
- Enabled better patient care with thorough pre-visit preparations and clear communication of patient needs.
- Facilitated smoother patient visits, coordinating with healthcare providers to ensure timely service.
- Streamlined appointment scheduling for optimal clinic flow, reducing wait times significantly.
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
Customer Service Representative
1 Year 1 Month- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call traffic while maintaining accuracy in data entry and documentation.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive a positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
Airport Security Screener
4 Years 7 Months- Conducted thorough screening of passengers and luggage to ensure compliance with security regulations.
- Monitored passenger flow at checkpoints, optimizing throughput without compromising safety standards.
- Identified prohibited items in luggage and on passengers, minimizing potential risks to flight safety.
- Collaborated with team members to ensure consistent implementation of airport security protocols and procedures.
- Conducted carry-on and checked baggage searches to locate prohibited items such as weapons.
- Increased awareness among travelers about airport security regulations through clear communication of rules and expectations at checkpoints.
- Efficiently resolved issues involving prohibited items by guiding passengers through appropriate disposal or alternative storage options.
- Supported management with incident reporting, documentation, and follow-up actions as needed for continuous improvement efforts.
- Enhanced airport security by thoroughly screening passengers and their belongings.
- Reduced risk of potential threats by effectively utilizing X-ray machines, metal detectors, and physical patdowns.
- Maintained a safe environment for travelers by promptly identifying and resolving any possible security concerns.
- Performed pat-down or handheld wand searches of passengers triggering machine alarms to determine items warranting further investigation.
- Contributed to the overall safety of airport operations by promptly reporting any suspicious activities or behaviors observed during security screenings.
- Performed pat-downs to look for unauthorized materials and weapons.
- Developed and maintained positive rapport with passengers and other airport personnel.
- Operated X-ray screening machines and tools to screen people, containers, and personal belongings for potential hazards and weapons.
- Manually screened passengers unable to pass through metal detectors or who triggered alarms.
- Adhered to strict screening techniques and procedures while conducting human screenings.
- Safeguarded transportation operations at commercial airports and railway stations.
Assistant Director
2 Years 5 Months- Collaborated with community partners to expand resources and services for families in need.
- Monitored compliance with federal regulations, ensuring adherence to Head Start performance standards.
- Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
- Mentored new teachers through observation, feedback, and professional development opportunities.
- Conducted regular safety drills to ensure preparedness in case of emergency situations at school premises.
- Fostered a positive school culture by promoting open communication among staff members and celebrating successes together as a team.
- Assisted the Director in developing innovative programs to improve students'' academic performance and retention rate.
- Evaluated teacher performance through classroom observations and provided constructive feedback for improvement.
- Ensured compliance with state education standards by regularly reviewing curriculum materials and teaching practices.
- Increased student engagement by incorporating real-life examples and hands-on activities in lesson plans.
- Managed department budget to ensure adequate resources for staff development and instructional materials.
- Enhanced team productivity by leading efforts for streamlining administrative processes.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Launched quality assurance practices for each phase of development
- Led program development initiatives to enhance early childhood education quality and accessibility.
Education
Associate of Science
Associate of Science - Early Childhood Education
Skills
Patient registration
Patient check-in
Appointment scheduling
Registration management
Insurance verification
Eligibility determination
Healthcare systems navigation
Office administration
Attention to detail
Customer service
Problem-solving
Conflict resolution
Team collaboration
Teamwork and collaboration
Communication skills
Active listening
Detail-oriented
Collaborative teamwork
Multitasking
Reliability
Adaptable and flexible
Adaptability
Friendly and outgoing
Health insurance knowledge
Problem-solving abilities
Adaptability and flexibility
Timeline
Patient Access Representative
Community Health Network
09.2019 - CurrentRead More
Customer Service Representative
UnitedHealthcare
08.2018 - 09.2019Read More
Airport Security Screener
G2 Secured Staff
01.2014 - 08.2018Read More
Assistant Director
Head Start Program
08.2011 - 01.2014Read More
Associate of Science
Read More
Ivy Tech Community College of Indiana
Associate of Science from Early Childhood Education
Read More