JoAnn Kelleher
Wheat Ridge,USA
Summary
Highly motivated with excellent interpersonal skills. Extremely customer service oriented. Excellent ability to organize, prioritize and meet deadlines. Team player - committed and responsible. Energetic, hardworking and willing to learn. Excellent ability to understand highly complex technical knowledge and medical terminology.
Healthcare professional with comprehensive experience in patient support and administrative tasks within medical facilities. Known for reliability and flexibility in meeting changing needs while maintaining high standards. Skilled in patient scheduling, record management, and team collaboration to ensure smooth operations.
Overview
26
26
years of professional experience
Work History
Medical Support Assistant = GS8, Step 3
CFOL & Arrow ARC For Veterans Health Administration
07.2024 - Current
- Work virtually and over the phone collaboratively in an interdisciplinary coordinated care delivery model and specialty settings.
- Maintain effective communication with veterans, interdisciplinary team, and outside providers via chat, text messages, telephone and email.
- Enters appropriate information into patient records. In-depth understanding of medical terminology.
- Coordinate services for veterans, family members, caregivers, and administrative and clinical staff to ensure continuity of outpatient care.
- Provide veterans with information required for them to schedule, or schedule on their behalf, which can require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
- 40 hrs./wk.
- Used many customer relationship management programsto maintain and record patient data and generate reports.
- Facilitated smooth transitions between appointments, effectively communicating with both patients and medical professionals on schedule updates or changes.
Passenger Service and Baggage Service Office Supervisor
Menzies Aviation
08.2022 - 06.2024
- Promptly handle all passenger service complaints with a focus on positive resolution.
- Responsible for staff scheduling, leadership development and employee accountability.
- Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, and checking for proper international documentation.
- Required to attend the mandatory training imposed by the Company and Airlines as per job role.
- Perform as a mentor to other employees.
- Provide training to employees in accordance with Company and Airline standards.
- Conduct shift briefings to ensure staff are organized and well informed.
- Perform other duties as assigned.
- >40 hrs./wk.
Client Account Representative – Group Retirement Solutions Customized Team
MANULIFE FINANCIAL Group Retirement Solutions
08.2008 - 12.2019
- Responsible for providing prompt and accurate information on our Group Registered Retirement plans for our client's inquiries via email and telephone. Verify vesting/eligibility.
- Demonstrate a superior commitment to meeting customer needs by providing prompt, accurate responses to client requests.
- Communicate effectively with people by being client-focused and have a drive to succeed.
- Ensuring client's expectations are met, resolving issues quickly, and being proactive with client needs and requirements.
- Identify trends and patterns of client issues or work systems, initiate improvement or escalate to appropriate person.
- Perform special investigative assignments (i.e. investigating complaints filed with Ombudsman), on behalf of manager and providing complete information and/or root cause analysis.
- 40 hrs./wk.
Case Management
MONDIAL ASSISTANCE
07.2006 - 08.2008
- Responsible for providing on-line telephone support for subscribers including accurate interpretation of various insurance carriers’ health insurance policies.
- Opening, managing and closing claims cases based on subscriber’s eligibility.
- Demonstrated extensive understanding of medical terminology.
- Ensure that all required information is documented accurately in a subscriber’s case and follow up with the necessary parties to obtain missing information. Ensure correct reserves have been made for claim payments. Advise subscribers of ineligibility or denial of claims.
- 40 hrs./wk.
Supervisor, Order Processing
BLACKBERRY (formerly RESEARCH IN MOTION) Global Customer Support
01.2000 - 03.2005
- Supervisor, BlackBerry Systems Implementation Support
- Implementation Project Lead, BlackBerry Web Client and Provisioning
- >40 hrs./wk.
Education
State of Colorado-Property and Casualty Insurance License -
01.2022
Licensed Sales Representative - undefined
Ontario Real Estate Association
01.1997
Secondary School Diploma - undefined
St. Mary’s High School
Kitchener, Ontario, Canada01.1974
No Degree - History
University of California
La Jolla, CASkills
- Cisco Secure Client
- Microsoft Access
- Microsoft Excel
- Microsoft Outlook
- Microsoft SharePoint
- Microsoft Project
- Microsoft Word
- Adobe Acrobat
- Medical terminology proficiency
- HIPAA compliance
- Customer service
JOB RELATED TRAINING
- Aviation Certification Standards: Ground Security Coordinator, Complaint Resolution Official
- Various Manulife Web seminars: Leading through Turbulence, Influencing Others, Candid Feedback – Courage & Consequences
- MICA Associates: Survival Skills for New Managers, Conflict Management Skills for Managers, Coaching Skills for Managers, Team Leadership Skills for Managers, Leading Change, Survival Skills for New Managers, Presentation Skills
- The BIA Process for Project Success (Project Management) using Microsoft Project
- Cultural Sensitivity Training
- Dale Carnegie Course
"We Are Menzies” Awards 2024 – Global Winner for Customer Focus
Global winner for Customer Focus
"We Are Menzies” Awards 2024
Global winner for Customer Focus
Timeline
Medical Support Assistant = GS8, Step 3
CFOL & Arrow ARC For Veterans Health Administration
07.2024 - Current
Passenger Service and Baggage Service Office Supervisor
Menzies Aviation
08.2022 - 06.2024
Client Account Representative – Group Retirement Solutions Customized Team
MANULIFE FINANCIAL Group Retirement Solutions
08.2008 - 12.2019
Case Management
MONDIAL ASSISTANCE
07.2006 - 08.2008
Supervisor, Order Processing
BLACKBERRY (formerly RESEARCH IN MOTION) Global Customer Support
01.2000 - 03.2005
Licensed Sales Representative - undefined
Ontario Real Estate Association
Secondary School Diploma - undefined
St. Mary’s High School
State of Colorado-Property and Casualty Insurance License -
No Degree - History
University of California