Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Caitlyn Satchell

Virginia Beach,VA

Summary

Versatile and dynamic professional with a proven track record at Sentara Virginia Beach General Hospital, excelling in patient access and customer service roles. Demonstrated expertise in HIPAA compliance and medical terminology, coupled with exceptional communication skills. Achieved significant improvements in patient satisfaction and operational efficiency, embodying a commitment to excellence and empathy in customer interaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Patient Access Specialist

Sentara Virginia Beach General Hospital
11.2023 - Current
  • Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
  • Provided exceptional customer service, addressing patient concerns promptly and professionally.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
  • Collected and validated patient demographics and insurance information.
  • Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
  • Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
  • Assisted in revenue cycle management by timely collecting co-payments, deductibles, and other financial responsibilities from patients.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Delivered support to medical staff in completion of patient paperwork.
  • Facilitated communication between patients and various departments and staff.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Verified patient insurance eligibility and entered patient information into system.
  • Obtained signatures from financial responsibility and treatment procedures from patients or guardians.

Childcare Lead Teacher

River Oak Center for Children
05.2020 - 11.2023
  • Mentored new teachers, providing guidance on best practices and classroom strategies.
  • Supported students'' social-emotional development by creating a nurturing and inclusive atmosphere in the classroom.
  • Enhanced student comprehension by incorporating hands-on learning activities and group projects.
  • Provided ongoing feedback and constructive criticism to students, encouraging continuous improvement in their work quality.
  • Incorporated real-world examples into lessons, helping students make connections between coursework and everyday life situations.
  • Increased parental involvement through regular communication and parent-teacher conferences, fostering strong home-school partnerships.
  • Participated in professional development opportunities to stay current with educational trends and best practices, applying this knowledge to continuously improve instruction in the classroom.
  • Established clear expectations for behavior and academic performance, holding students accountable for meeting these standards.
  • Monitored classroom to verify safe and secure environment.
  • Helped new preschool children get used to classes by giving one-on-one support.
  • Protected children in-class, at recess and off-site with observational skills and positive reinforcement for good behavior.
  • Incorporated music, art and literature into curriculum.
  • Created safe and nurturing learning environment for preschoolers.
  • Planned and executed activities to stimulate physical, social and intellectual growth.

Customer Service Phone Representative

Capital One
11.2019 - 05.2020
  • Enhanced teamwork within the call center by collaborating with colleagues on complex cases and offering assistance when needed.
  • Maximized efficiency within the team environment via active participation in weekly meetings, offering suggestions for process improvement or other collaboration opportunities.
  • Promoted customer retention by providing exceptional service experiences that encouraged repeat business and positive word-of-mouth referrals.
  • Assisted new hires as they acclimated to the role by sharing best practices for handling common scenarios encountered during phone interactions.
  • Streamlined internal processes through effective communication with other departments, ensuring smooth coordination when addressing customer issues across multiple teams.
  • Continuously improved product knowledge by participating in ongoing training sessions and staying informed about the latest updates or changes in company offerings.
  • Reduced call wait times for customers by efficiently managing high call volumes and prioritizing tasks effectively.
  • Mitigated potential complaints escalating further up the chain of command through proactive problem-solving techniques utilized during conversations.
  • Maintained excellent customer service standards by adhering to company policies and procedures at all times.
  • Cross-trained and backed up other customer service managers.

Customer Service Representative

Home Depot
08.2018 - 11.2019
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Customer Service Representative

Aeropostale
01.2017 - 08.2018
  • 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

Wrights Homeschool Academy
Chesapeake, VA
06.2019

Skills

  • Medical Terminology
  • Front Desk Operations
  • HIPAA Compliance
  • Exceptional communication
  • Documentation accuracy
  • Insurance Billing
  • Fee Collection
  • Patient Registration
  • Customer Service
  • Problem-Solving
  • Age-Appropriate Activities
  • Classroom Management
  • Play-Based Learning
  • Student Engagement and Development

Certification

CPR

First Aid

AED


Languages

English
Native or Bilingual

Timeline

Patient Access Specialist

Sentara Virginia Beach General Hospital
11.2023 - Current

Childcare Lead Teacher

River Oak Center for Children
05.2020 - 11.2023

Customer Service Phone Representative

Capital One
11.2019 - 05.2020

Customer Service Representative

Home Depot
08.2018 - 11.2019

Customer Service Representative

Aeropostale
01.2017 - 08.2018

High School Diploma -

Wrights Homeschool Academy
Caitlyn Satchell