Carolyn Porter
Hampton,GA
Summary
Customer Service Supervisor managing front desk of medical office serving over 200 customers daily. Recipient of several awards and recognition for providing excellent customer service and effectively addressing complaints and achieving service recovery. Team player with ability to effectively multitask in a fast-paced environment. Over 15 years of experience in customer service, clerical, insurance processor verifier, and administrative support. Over 6 years of supervisory experience. Facilitates flow of large daily patient volume in outpatient medical clinic, laboratory, and pharmacy. Technology Skills: ICD/CPT, Epic, IRCS, Health Connect, Safe Connect, SOX Compliance Audits, Lotus Notes, MS Word, Excel, and PowerPoint. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Talented Title] goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale. Talented with demonstrated experience providing administrative support services. Experienced in using variety of software applications and calendar management. Excellent communication and interpersonal skills. Results-driven candidate with successful track record of providing administrative support in busy office environments. Adept at handling multiple projects and prioritizing tasks.
Overview
14
14
years of professional experience
Work History
Lead Associate, Patient Registration
KAISER PERMANENTE-Atlanta, GA
10.2005 - 08.2019
- Daily set up of clinic prior to start of business
- Logging and auditing of cash and deposits
- Greeting patients upon arrival and check in to appropriate location
- Collection of co-pays
- Review benefits, account status, and payment history
- Scheduling of patient appointments both by phone and in person
- Documentation of incoming calls and escalation of calls to medical personnel as needed
- Monitoring wait time and updating patients as needed
- Addressing patient and family concerns with empathy and assisting with service recovery
- Prompt escalation of unresolved patient/family concerns
- Document according to policy/procedures
- Assist department in reaching patient satisfaction, retention, and financial goals
- Conduct benefit and coverage analysis to perform pre-service outreach to provide patients with estimated cost of care for upcoming visit, or episode of care
- Process patient referrals with attention to urgency of need for appointment
- Facilitate completion of FMLA, SSI, and employer forms
- Prepare bank deposits and end of day receipts
- Perform daily and monthly reconciliation of point-of-service financial transactions, and random draw audits
- Serves as a primary point-of contact in medical office for Card Payment Systems and Kiosk service interruptions, with responsibility for on-site trouble shooting and initiating internal or external service requests
- Orientation of new Patient Registration Associates within the region, and serves as a resource as needed.
Education
Associate in Computer Science -
Atlanta Technical College
Atlanta05.1987
High School Diploma -
Charles Lincoln Harper High
Atlanta, GA05.1987
Skills
- ICD-9 (10 years)
- ICD Coding (10 years)
- ICD-10
- Medical Office Experience (10 years)
- Internal Audits
- Medical Billing (10 years)
- Medical Records (10 years)
- Insurance Verification (10 years)
- Medical Coding (10 years)
- Epic
- Data Entry
- HIPAA (10 years)
- Auditing
- Medical Terminology (10 years)
- Patient Care (10 years)
- Medical Scheduling (10 years)
- Hospitality
- Customer service
- Phone etiquette
- Microsoft Office
- Pediatrics
- Typing
- Medical receptionist
- Front desk
- Computer skills
- Computer literacy
- Communication skills
- Organizational skills
Assessments
- Customer Focus & Orientation, Highly Proficient, 08/01/19
- Scheduling, Completed, 05/01/20
- Sales Skills: Influence & Negotiation, Completed, 08/01/19
- Retail Customer Service, Completed, 05/01/20
- Customer focus & orientation, Highly Proficient, 09/01/21
Languages
Catalan
English
Full Professional
Additional Information
Southeast Medical Group
September 2022 To August 2024
Responsibilities:
- Promptly and effectively manage all incoming calls
- Conduct research to provide effective solutions for customer issues
- Document all calls accurately
- Communicate professionally, empathetically, and diplomatically with clear voice quality and articulation
- Strive to achieve daily team quality and customer satisfaction goals
- Implement referral management strategies and procedures
- Identify and establish relationships with referral sources
- Create and maintain referral tracking reports
- Communicate with referral sources to ensure quality referrals
- Coordinate with internal staff to ensure referral process is followed
- Assist with resolving issues related to referrals
Timeline
Lead Associate, Patient Registration
KAISER PERMANENTE-Atlanta, GA
10.2005 - 08.2019
Associate in Computer Science -
Atlanta Technical College
High School Diploma -
Charles Lincoln Harper High
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