Summary
Overview
Work History
Education
Skills
Timeline
Generic

Caitlin Gaster

Bel Air,MD

Summary

Compassionate Client care professional, with extensive emergency care proficiency, exceptional client service skills, and a proven record of leading teams in fast-paced, high-pressure environments. Adept at calming crises, guiding clients through difficult moments, and delivering gold-standard care for both pets and their people. Known for fostering trust, streamlining operations, and cultivating a collaborative, compassionate workplace that ensures the highest standard of animal care and client satisfaction.

Overview

13
13
years of professional experience

Work History

Referral Coordinator

Pet Er Hunt Valley
11.2023 - 05.2025
  • Provides World-class service to our referring veterinarians in the tri-state area, entrusting us with their patient care. I facilitate brining patients into the Er, and placing them in the correct specialty that is needed for each patient, and their needs. I follow up with client concerns pre- and post- care to ensure the hospital provides the best possible patient care and customer experience.
  • I work closely with their assigned specialty department, including the doctor, technicians, and the client service team, to promote efficient workflow. I network with surrounding hospitals, specialties and urgent care facilities. Attends all marketing events, responds daily to any reviews via online, as well as follows up with all client concerns.
  • I organize and schedule quarterly meetings with leadership , to confirm that all departments are following proper and efficient protocols regarding patient care.

CSR Manager-CSR

Pet Er Towson/Hunt Valley
12.2021 - 11.2023
  • Provided coaching and direct oversight to the CSR team. Supports the medical team, and all leadership. Ensure that all CSR's are demonstrating the highest level of client expertise and conflict resolution.
  • Demonstrated an ability to remain calm under pressure, and unsettling scenarios, while still maintaining compassion for all animals and clients.
  • Conduct yearly reviews with CSR's, organize meetings, and collaborate on all ideas and new procedures with other Client Service Manager.
  • Create monthly schedules for the team of CSR's


CSR

Pet Er Towson
01.2020 - 12.2021
  • Greet and check in all patients into database, obtaining all patient medical records and history.
  • Create medical estimates for doctors, work closely with all clients regarding financial aspects, including all payment options. Ensure clients understand all hospital policy and expectations.
  • Discussed end of life options, as well as cremation options. Submitted all patient records to insurance companies for claims. Kept all exam rooms cleaned, and stocked with needed items.

Patient Service Coordinator

Home Care Maryland
10.2016 - 12.2019
  • Responsible for various clerical and billing duties including: data input, maintenance of patient electronic medical records, tracking outstanding documentation, scheduling, answering multi-line office phones, inventory and distribution of medical and office supplies.
  • Reviews new patient charts for accuracy of data and presence of necessary demographics.
  • Complies with Orders Management process to ensure face to face documents are received timely and are complete per Medicare/ Medicaid guidelines.
  • Assists with chart audits for review prior to billing claims.

Front Desk Receptionist

Towne Park at Medstar Franklin Square Hospital
02.2015 - 10.2016
  • Maintains pleasant, friendly and professional demeanor with all guests/patients, co-workers, and clients.
  • Answers and responds promptly to incoming calls including both internal and external to the hospital.
  • Demonstrates a willingness and ability to assist others.
  • Monitors and responds to emergencies on a priority basis.
  • Ensures that patient and business confidentiality is maintained, following all current HIPAA laws.
  • Delivers messages, items and/or amenities as requested

Administrative assistant / Receptionist

Jones Junction
02.2012 - 02.2015
  • Provides support to a staff of ten employees within the rental service office.
  • Managed daily operations such as, scheduling and maintaining the office manager’s schedule.
  • Sustained the Inventory of rental cars on TSD rentals database.
  • Maintained all vehicles, appointments and daily office needs.
  • Recorded and tracked all insurance claims

Education

High School Diploma -

Bel Air High School
Bel Air, MD
06.2010

Skills

  • Multi-line phone proficiency
  • Data entry proficiency
  • Follow-up coordination
  • Notetaking and documentation
  • Multi-line telephone operation
  • Referring physician communication
  • Referral tracking
  • Patient advocacy
  • Decision-making
  • Employee recruitment and hiring
  • Employee work scheduling
  • Medical terminology knowledge
  • Patient scheduling
  • Employee supervision

Timeline

Referral Coordinator

Pet Er Hunt Valley
11.2023 - 05.2025

CSR Manager-CSR

Pet Er Towson/Hunt Valley
12.2021 - 11.2023

CSR

Pet Er Towson
01.2020 - 12.2021

Patient Service Coordinator

Home Care Maryland
10.2016 - 12.2019

Front Desk Receptionist

Towne Park at Medstar Franklin Square Hospital
02.2015 - 10.2016

Administrative assistant / Receptionist

Jones Junction
02.2012 - 02.2015

High School Diploma -

Bel Air High School

Similar Profiles

CREATE PROFILE