Summary
Overview
Work History
Education
Skills
Languages
Timeline
BusinessAnalyst

Irene Kenney

Peoria,IL

Summary

Dynamic Bilingual Customer Service Representative with 19 years of experience handling high volume incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Exceptional computer computer skills, proficient in Microsoft Word, Excel, Outlook and PowerPoint. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in remote work or busy offices.

Overview

15
15
years of professional experience

Work History

Patient Care Coordinator & Medical Records Clerk

Family Health/La Clinica De Los Campesinos
08.2016 - 12.2018
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
  • Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
  • Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
  • Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Worked with patients to schedule tests and procedures.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Assisted with the transition to an electronic health record system, ensuring a seamless migration of patient data while maintaining strict confidentiality standards.
  • Scanned medical records in digital format for easy retrieval and accessibility.
  • Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
  • Uploaded physician progress notes, history, and physicals into electronic medical records.

Medical Office Receptionist

Family Health/La Clinica De Los Campesinos
08.2016 - 12.2018
  • Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
  • Enhanced office efficiency by maintaining organized confidential patient records and scheduling appointments accurately.
  • Streamlined the check-in process for patients, resulting in reduced wait times and increased satisfaction.
  • Collaborated with medical staff to ensure seamless communication and coordination of patient care.
  • Managed high call volumes, directing calls to appropriate departments while providing accurate information to callers.
  • Facilitated smooth workflow within the practice by training new colleagues.

Temporary Audit and Data Entry Specialist

AEROTEK > Pekin Insurance
12.2014 - 02.2015
  • Duties included but not limited to: reviewing policy information, correcting discrepancies, using multiple computer programs, and data entry
  • Also started training all the new temps after one hour of training and with one week of experience myself.

Bilingual Customer Service Representative

HGS INC.
10.2013 - 03.2014
  • Duties included but not limited to: provide technical support to customers using schematics, answer high volume calls in Spanish and English pertaining to repair and warranty, follow procedures using several computer programs and resources, process payments for purchases and maintain personal information confidentiality.

Bilingual Office Administrative Assistant

SECURE DENTAL
03.2013 - 09.2013
  • Duties included but not limited to: answer high volume, multiple phone line system while simultaneously checking patients in and out for appointments, collecting co-payments and paperwork, review and close confidential patient charts, verify insurance information, and set appointments.

Bilingual Customer Service Representative

NTS SERVICES
12.2012 - 02.2013
  • Duties included but not limited to: answer Spanish and English calls for technical support for tax preparation software, provide technical support through emails, quickly and effectively solve customer challenges, and set appointments for remote support.

Medical Office Secretary

METHODIST FAMILY MEDICAL CENTER
02.2009 - 05.2012
  • Duties included but not limited to: answer high volume calls in English and Spanish, scheduling appointments or procedures, relaying messages for all staff including doctors, nurses, lab technicians, management etc., train incoming secretaries, maintain electronic medical records, maintain confidentiality per HIPAA guidelines, check patients in and out as well as collecting necessary co-payments, collect insurance information, and rapidly solving problems courteously and professionally.

Education

No Degree - Computer Information Sciences

Midstate College
Peoria

High School Diploma -

PAHS
Peoria
05.2006

Skills

  • Inventory Management
  • Program Oversight
  • Database Coordination
  • HIPAA Compliance
  • Interdepartmental Collaboration
  • Office Administration
  • Insurance Verification
  • Patient Care Coordination
  • Filing and Recordkeeping
  • New Hire Training
  • Articulate Communication
  • Insurance Practices
  • Scheduling
  • Switchboard Operation
  • Patient Registration
  • Patient Outreach and Follow-Up
  • Documentation
  • Multitasking Ability
  • Medical Terminology
  • Organizational Skills
  • Patient Records Management
  • Verbal and Written Communication
  • Patient Advocacy
  • Team Collaboration
  • Problem Solving
  • Electronic Health Records
  • Multitasking Abilities
  • Adaptability
  • Patient Satisfaction
  • Computer Proficiency
  • Excellent Communication
  • Registration and Scheduling
  • Documenting and Recording Information
  • Administrative and Office Support
  • Call Management
  • Call Center Operations
  • Technical Troubleshooting
  • Customer Service
  • Payment Processing
  • Escalation Management
  • Account Updating
  • Complaint Resolution
  • Data Entry
  • Sales Strategy
  • Customer Support
  • Product and Service Knowledge
  • Call Center Customer Service
  • Empathy Display
  • Active Listening
  • Positive Attitude
  • Telephone Etiquette
  • Product Knowledge
  • Task Prioritization
  • Time Management
  • Call Handling
  • Effective Communication
  • Language Fluency
  • Attention to Detail
  • Script Adherence
  • Technical Proficiency
  • Conflict Resolution
  • Product Upselling
  • Customer Relationship Management
  • Technical Support
  • Resolving Issues
  • Spanish Fluency
  • Calm Disposition
  • Building Rapport
  • Logging Call Information
  • Inbound Phone Calls
  • Appointment Scheduling
  • Answering Questions
  • Communicating With Clients
  • Training Experience
  • Problem-Solving Skills
  • Call Documentation

Languages

Spanish
Native or Bilingual

Timeline

Patient Care Coordinator & Medical Records Clerk

Family Health/La Clinica De Los Campesinos
08.2016 - 12.2018

Medical Office Receptionist

Family Health/La Clinica De Los Campesinos
08.2016 - 12.2018

Temporary Audit and Data Entry Specialist

AEROTEK > Pekin Insurance
12.2014 - 02.2015

Bilingual Customer Service Representative

HGS INC.
10.2013 - 03.2014

Bilingual Office Administrative Assistant

SECURE DENTAL
03.2013 - 09.2013

Bilingual Customer Service Representative

NTS SERVICES
12.2012 - 02.2013

Medical Office Secretary

METHODIST FAMILY MEDICAL CENTER
02.2009 - 05.2012

No Degree - Computer Information Sciences

Midstate College

High School Diploma -

PAHS

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Irene Kenney