Brittney McClendon
Kansas City,MO
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
14
14
years of professional experience
Work History
Front Office Trainer/Medical Records
Kansas City Kidney Consultants
01.2021 - Current
- Managed master calendar and scheduled appointments for 10 providers based on optimal patient loads and clinician availability.
- Checked patient data including insurance, demographic and health history to keep information current.
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Completed clerical duties and tasks for clinic administration.
- Adhered to strict HIPAA guidelines at all times to protect patient privacy.
- Scheduled, rescheduled and handled cancelled appointments for patients.
- Kept waiting room neat and organized at all times.
- Trained new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Liaised between office manager and entry-level workers, facilitating smooth communication.
- Trained and mentored 5 new personnel hired to fulfill various roles.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Registered and verified patient records before triage with most up-to-date information.
- Received and routed laboratory results to correct clinical staff members.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Notified and reminded clients of appointments.
- Trained 5 staff on referral and intake process.
- Retrieved medical data for physicians and patients.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Accessed and reviewed patient records to verify receipt completed referral paperwork.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Processed referral requests from patients, doctors and other health care professionals.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Supported medical staff by providing organized and accurate medical records.
- Maintained patient records systems by archiving, scaning and indexing important documents and files.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Printed and photocopied documents to provide patients with copies of medical records.
- Tracked and monitored requests for medical records release.
- Verified accuracy of patient information in medical records.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Responded to patient inquiries to provide information and details of medical records.
Patient Service Specialist
Concentra Urgent Care
08.2019 - 12.2020
- Assisted patients in filling out check-in and payment paperwork
- Schedule appointments
- Took copayments and compiled daily financial records
- Welcomed visitors to office, communicated arrival to team and managed visit expectations
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision
- Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction
- Received incoming calls and messages and addressed or triaged phone requests
Customer Service Representative
Essilor of America Inc.
01.2018 - 08.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Communicated with vendors regarding back order availability, future inventory and special orders
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
- Compiled customer feedback and recommended service delivery improvements to management
- Educated customers on promotions to enhance sales
- Recommended ultimate lens packages to customers, thoroughly explaining details
- Answered constant flow of customer calls with up to 50 calls in queue per minute
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
Data Capture Specialist
Dst Systems Inc.
07.2017 - 01.2018
- Conducted quality checks on data sources
- Responsible for the accuracy of incoming healthcare document
- Review, validate and correct missing information
- Meet or exceed metrics by keying 200 or claims a day
- Improved overall team performance through active participation in regular meetings, providing valuable insights based on captured data trends.
Lead Customer Service Representative
H And R Block
05.2011 - 04.2014
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions
- Trained, oversaw and mentored new team members to strengthen performance and job expertise
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Reviewed associate performance each month to identify training needs
- Directed over 100 incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
Education
Associate of Applied Business - Business Administration
Metropolitan Community College
Kansas City, MO05-2027
Skills
- Data entry
- Document filing
- Appointment scheduling
- Medical insurance
- Insurance verifying
- Training
- Chart pulling
- Attention to detail
- Interpersonal Skills
- Time management
- Effective communication and listening skills
- EMR / EHR(Epic)
- Patient Referral
- Multi-Line Phone Proficiency
- Medical Records and Documentation
- Creative problem solving
- New hire training
- Professional Communication
- Clear Public Speaking Skills
- Informational Releases
- Medical Records and Documentation
- New hire training
- Planning and coordination
- Creative problem solving
Timeline
Front Office Trainer/Medical Records
Kansas City Kidney Consultants
01.2021 - Current
Patient Service Specialist
Concentra Urgent Care
08.2019 - 12.2020
Customer Service Representative
Essilor of America Inc.
01.2018 - 08.2019
Data Capture Specialist
Dst Systems Inc.
07.2017 - 01.2018
Lead Customer Service Representative
H And R Block
05.2011 - 04.2014
Associate of Applied Business - Business Administration
Metropolitan Community College
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