Alana Koscielski
Edgewood,MD
Summary
Resourceful Patient Account Representative focused on patient care and customer service. Friendly and adaptable professional. Demonstrated abilities to resolve even the toughest challenges. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Access Specialist
MedStar Health
Bel Air, MD
03.2022 - Current
- Establish and maintain effective relationships with patients and their families. Through active listening, empathy, courtesy, and professionalism, while scheduling patient appointments in our high-volume call center.
- Promptly answers assigned extensions, using the correct salutation, and follows script.
- Greets and assists patients on the telephone by triaging patient inquiries and concerns to appropriate clinical and non-clinical team members.
- Completes the preliminary intake efficiently, accurately and completely; performs patient updates, scanning, registration, patient scheduling of initial and follow-up appointments based on insurance guidelines, and messaging in the department's practice management (PM) system (if applicable), electronic health record (EHR) or electronic medical record (EMR) depending on department/site
- Maintains scheduling protocol knowledge base and designated skill set in order to meet established goals for scheduling accuracy, daily call metrics, and defined individual/team goals.
- Participated in ongoing training sessions related to new technologies or software updates impacting the registration process.
- Performed data entry tasks associated with registrations such as entering demographic data into system database.
- Responded to patient concerns and inquiries professionally and efficiently.
- Applied HIPAA privacy and security regulations while handling patient information.
Customer Service Lead
Home Depot
Edgewood, MD
03.2019 - 01.2022
- Developed strategies for improving customer satisfaction levels.
- Resolved escalated issues from team members or customers in an efficient manner.
- Implemented changes based on feedback received from customers.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Stepped up to assist the customer service manager with complaints and issues during times of department short staffing.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies, and provided updates to customers.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Oversaw the development of new team members, providing guidance and support to strengthen their performance and job expertise.
- Ensured timely coordination of efficient shipments by checking order and back-ordered product status.
- Handled cash and credit card transactions across multiple channels: phone, in-person, and email.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Interacted with customers by phone, email, or in person to provide information.
Data Entry Clerk
Amynta
, MD
08.2020 - 11.2020
- Entered numerical data into databases with speed and accuracy using a 10-key pad.
- Scanned documents and saved in a database to keep records of essential organizational information.
- Evaluated source documents to locate information needed for each data entry field.
- Identified data entry errors and reported them to the necessary departments.
- Entered data into the type system according to formatting standards.
- Completed data entry tasks with accuracy and efficiency.
- Scrubbed data for errors and made corrections to maintain clean records.
- Followed up on pending tasks until completion.
- Transferred data from hard copies to digital databases, organizing information in new formats.
Education
High School Diploma -
Edgewood Highschool
Edgewood, MD06-2016
Some College (No Degree) - Business Administration
Harford Community College
Bel Air, MDSkills
- Security Protocols
- Customer Support
- Maintaining records
- Scheduling
- Data Entry
- Call Management
- Inbound and Outbound Calling
- Product Knowledge
- Appointment Scheduling
- Coordination
- Researching
- Medical terminology knowledge
- Technical Support
- In-store support
- Order Fulfillment
- Critical Thinking
- Follow-up skills
- Problem-solving abilities
- Documentation
- Payment Processing
- Active Listening
- Written Communication
- Organizational Skills
Timeline
Access Specialist
MedStar Health
03.2022 - Current
Data Entry Clerk
Amynta
08.2020 - 11.2020
Customer Service Lead
Home Depot
03.2019 - 01.2022
High School Diploma -
Edgewood Highschool
Some College (No Degree) - Business Administration
Harford Community College