Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erika Kleppan

ROCHESTER

Summary

As a recent hire as an Outpatient Access Representative for URMC at the pain treatment center, I have learned the check-in and check-out process, scheduling, reviewed incoming faxes and mail, and either responded to them accordingly or distributed them to the correct recipients. I have also been fielding patient inquiries by phone and/or MyChart. Recently, I have started assisting with the prior authorization process, including scheduling procedures and submitting requests to the main prior authorization team. Customer service is a skill I have been able to master over my decades in the workforce, and as I learn new skills, it will be something I will always be able to provide.

Overview

23
23
years of professional experience

Work History

Outpatient Access Representative

URMC
05.2025 - Current
  • Assisted patients with appointment scheduling and registration processes.
  • Contributed to a positive patient experience through attentive service and follow-up assistance.
  • Facilitated timely access to care by identifying available appointment slots and coordinating schedules among multiple healthcare providers.
  • Maintained patient confidentiality in accordance with HIPAA regulations while managing sensitive information and documentation.
  • Promoted a welcoming atmosphere for all patients, addressing concerns or questions with empathy and understanding.
  • Provided excellent customer service to patients and medical staff.

911 Telecommunicator

City of Rochester
02.2006 - 04.2025
  • Assessed caller needs and prioritized responses based on urgency
  • Utilized computer-aided dispatch (CAD) systems for real-time updates
  • Provided critical information to callers, calming distressed individuals during emergencies
  • Participated in ongoing training sessions to enhance emergency response skills
  • Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
  • Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
  • Participated in ongoing professional development opportunities to stay current on best practices in emergency communications protocols.
  • Served as a mentor for new hires, guiding them through on-the-job training and fostering their growth within the organization.
  • Achieved consistently high performance evaluations due to exceptional communication skills and attention to detail in information gathering tasks.
  • Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
  • Calmed callers in distress, gathering vital information for emergency response teams.
  • Utilized advanced mapping software to pinpoint caller locations, facilitating quicker response times.
  • Maintained up-to-date knowledge of local geography and landmarks, aiding in swift emergency response.
  • Documented call details accurately for use in ongoing investigations and reports.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.

Sales Associate

Sears
09.2002 - 02.2006
  • Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
  • Assisted in maintaining inventory accuracy through regular stock checks and updates.
  • Implemented visual merchandising standards, improving product presentation and customer engagement.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Trained new associates on product knowledge, sales techniques, and operational procedures.

Education

Associate of Applied Science - Health Information Technology

DeVry University
Naperville, IL
05-2028

Skills

  • Customer service
  • Verbal and written communication
  • Phone and email etiquette
  • Electronic health records
  • Appointment scheduling
  • Process improvement
  • Multitasking
  • Reliability and dedication
  • Adaptability and flexibility
  • Insurance verifying

Timeline

Outpatient Access Representative

URMC
05.2025 - Current

911 Telecommunicator

City of Rochester
02.2006 - 04.2025

Sales Associate

Sears
09.2002 - 02.2006

Associate of Applied Science - Health Information Technology

DeVry University

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