Cynthia Kirksey
Cincinnati
Summary
A hospitality professional prepared to excel in guest services and coordination. Extensive experience in creating welcoming environments and ensuring seamless operations. Known for collaboration, flexibility, and reliability in adapting to changing needs. Skilled in communication and problem-solving, valued for personable and organized approach.
Professional with extensive experience in customer engagement and hospitality management. Proven ability to enhance guest experiences through effective communication, problem-solving, and organizational skills. Strong team collaborator who adapts seamlessly to changing environments and prioritizes achieving results. Known for reliability, empathy, and maintaining high standards in all interactions.
Overview
1
1
Certification
23
23
years of professional experience
Work History
Welcome Coordinator
Oak Street Health
3540 Reading Road
08.2024 - Current
- Coordinated communication between patients and healthcare providers to ensure seamless interactions.
- Facilitated patient onboarding and appointment scheduling to enhance overall experience.
- Implemented process improvements that streamlined administrative workflows and reduced wait times.
- Trained new team members on best practices for patient engagement and office operations.
- Developed training materials to improve staff knowledge of healthcare protocols and systems.
- Monitored patient feedback to identify areas for service enhancement and address concerns promptly.
- Led initiatives aimed at increasing patient satisfaction scores through targeted outreach efforts.
- Analyzed operational data to inform strategic decisions on resource allocation and service delivery improvements.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Provided exceptional concierge services, arranging restaurant reservations or recommending local attractions for guests'' enjoyment.
- Implemented upselling strategies that increased revenue from additional services such as spa treatments or dining options.
- Coordinated guest transportation arrangements, resulting in timely arrivals and departures.
- Maintained an organized work environment, ensuring all materials were readily available to assist guests efficiently.
- Assisted in maintaining a clean and inviting lobby area, contributing to a positive first impression for guests.
- Supported sales efforts by providing prospective clients with information about the facility''s offerings and accommodations.
- Collaborated with team members to create a welcoming atmosphere for guests upon arrival.
- Collaborated with other departments to address any operational issues impacting the guest experience.
- Boosted customer retention by effectively resolving complaints and offering appropriate solutions.
- Trained new employees on company policies, procedures, and best practices for excellent customer service.
Call Center Representative
Aston Carter Temporary agency
Cincinnati, OH
07.2023 - 07.2024
- Managed Coordinated Brightview drug addiction program services to facilitate client access to treatment.
- Coordinated appointment scheduling across 8 states
- Managed high call volume, ensuring timely resolution of customer inquiries and concerns.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Provided training and mentorship for new team members, enhancing overall performance.
Precertification Specialist
Trihealth Assoc.
01.2016 - 04.2023
- Pre-Certification Specialist: MRI, CT, Meds, Hand surgery, Ortho surgery; verified insurance coverage for patients, contacted patients regarding accounts on hold to resolve issues, faxed documents to relevant parties, answered incoming phone calls, copied and faxed medical records. Population Health Pharmacy Pre-Certification Medication Department.
- Facilitated precertification processes for patient procedures to ensure compliance with insurance requirements.
- Analyzed medical records and documentation for accuracy, supporting timely approvals of services.
- Collaborated with healthcare providers to gather necessary information for precertification requests.
Precertification Specialist
Pro link Temp Agency
02.2015 - 12.2015
- Pre Certification Specialist: MRI, CT, Meds, verify all insurance, calling the patient for Accounts on hold, Faxed medical records to healthcare providers to ensure proper documentation., Answered incoming phone calls to assist patients with inquiries., copying/faxing records.
- Evaluated preauthorization requests to ensure compliance with insurance guidelines.
- Collaborated with healthcare providers to gather necessary documentation for precertification.
- Utilized electronic health record systems to track and manage patient precertification statuses.
Customer Services Representative
Corner Stone Medical Supply Home Equipment
02.2015 - 12.2015
- Processed orders for oxygen and mobility aids, ensuring timely delivery to customers.
- Resolved customer inquiries and complaints, ensuring high satisfaction levels.
- Educated clients on product usage and safety protocols for medical equipment.
- Processed orders, returns, and warranty claims efficiently to enhance service delivery.
Front and back office coordinator
The Christ Hospital
Cincinnati, OH
04.2005 - 12.2014
- Documented organization departure
- Front Office: managed multi-phone lines to ensure timely patient communication, check in/out patients, billing inquires, Confirm patient’s appointments, data entry, validated insurance information to facilitate accurate billing and patient services, verify demographics, collecting co pay’s, faxing/coping records, opening and closing the daily summary sheet and filing.
- Coordinated daily office operations, ensuring efficient workflow across departments.
- Managed scheduling for medical staff and patient appointments, optimizing resource allocation.
- Developed and maintained filing systems for patient records, improving data retrieval efficiency.
Front and Back Office Assistant
Greater Cincinnati Assoc.
12.2003 - 02.2005
- Front Office: answer multi-phone lines, check in/out patients, billing inquiries, confirmed patient appointments, performed data entry, verified insurance information, verify demographics, collect co pays, faxed and copied patient records for accurate documentation, opening and closing the daily summary sheet and filing.
- Streamlined administrative processes to enhance efficiency in daily operations.
- Managed scheduling and logistics for meetings, optimizing resource allocation.
(PT Deceased)
Private Duty Care
11.2003 - 01.2005
- Provided in-home care for a 73-year-old patient with diabetes, hypertension, and kidney failure, ensuring her comfort and medical needs were met four times per week.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Education
Certificate - Medical Assisting
IMDT College
Glendale, OH01-1996
undefined
Southern Ohio College
01-1986
Diploma - undefined
Woodward High School
01-1984
Skills
- Epic (10 years)
- Pix Cert
- Apple PC
- Internet Explorer (10 years)
- Health bridge (10 years)
- Scan Sharp
- Citrix (9 years)
- Outlook (10 years)
- Web Mail (9 years)
- Epic Super User (5 years)
- Voice Cert (10 years)
- Kronos (10 years)
- Learn (10 years)
- Cisco (10 years)
- Jabber (10 years)
- All ins portals for verification
- Next Bar (9 years)
- Insurance Verification
- HIPAA (10 years)
- Medical Records
- Multi-line Phone Systems
- Driving
- Cash register
- Windows
- Multi-line phone systems
- Clerical experience
- Customer service
- Insurance verification
- EMR systems
- Medical records
- Hospital experience
- Medical terminology
- Cash handling
- Hospitality
- Data entry proficiency
- Record keeping
- Calendar management
- Basic accounting
- Strong interpersonal skills
- Customer service and assistance
- Data entry
- Recordkeeping skills
- Schedule management
- Records coordination
- Mail distribution
- Restocking procedures
- Telephone answering
- Visitor registrations
- Language proficiency
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- CNA
- June 1992 to June 1999
Languages
English
Full Professional
Timeline
Welcome Coordinator
Oak Street Health
08.2024 - Current
Call Center Representative
Aston Carter Temporary agency
07.2023 - 07.2024
Precertification Specialist
Trihealth Assoc.
01.2016 - 04.2023
Precertification Specialist
Pro link Temp Agency
02.2015 - 12.2015
Customer Services Representative
Corner Stone Medical Supply Home Equipment
02.2015 - 12.2015
Front and back office coordinator
The Christ Hospital
04.2005 - 12.2014
Front and Back Office Assistant
Greater Cincinnati Assoc.
12.2003 - 02.2005
(PT Deceased)
Private Duty Care
11.2003 - 01.2005
Diploma - undefined
Woodward High School
undefined
Southern Ohio College
Certificate - Medical Assisting
IMDT College