Donnel Sue Kelly
Tacoma
Summary
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
11
11
years of professional experience
Work History
Patient Service Representative
NuWest Group Temporary Service
02.2021 - 09.2021
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Epic Software to schedule appointments.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
Clinical Patient Service Specialist Rheumatology D
The Seattle Arthritis Clinic
11.2016 - 04.2018
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
- Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
- Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
Patient Service Representative
Valley Medical Center
11.2010 - 02.2013
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Verified insurance eligibility and coverage for patients.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Balanced deposits and credit card payments each day.
Education
Prospect High School
Saratoga, CASkills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Payment collection
- Scheduling appointments
- Medical terminology
- Eligibility determination
- Phone etiquette
- Electronic health records
- Multitasking and organization
- Referral coordination
- Medical insurance
- Data entry proficiency
Awards for excellence in customer service to include the Diamond Award Recipient.
The awards I had received were patient focused skills and qualities it highlights, such as excellent patient communication, dedication to patient care, or exceptional service.
Timeline
Patient Service Representative
NuWest Group Temporary Service
02.2021 - 09.2021
Clinical Patient Service Specialist Rheumatology D
The Seattle Arthritis Clinic
11.2016 - 04.2018
Patient Service Representative
Valley Medical Center
11.2010 - 02.2013
Prospect High School
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