Kaitlin Acord
Cedar Rapids
Summary
Dynamic Office Administrator and Patient Service Coordinator with proven expertise in office administration and customer engagement, honed at North Star Psychological Center and Mercy Medical Center. Excelled in managing sensitive data and enhancing patient satisfaction, showcasing exceptional time management and ethics-focused practices. Demonstrated leadership in streamlining processes, achieving significant improvements in efficiency and service quality.
Overview
7
7
years of professional experience
Work History
Office Administrator
North Star Psychological Center
10.2024 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
- Supported onboarding process for new hires, facilitating smooth transition into team.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Patient Service Coordinator
Mercy Medical Center
04.2018 - 10.2024
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Collected patient co-pay and issued receipt to confirm payment.
- Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Used EPIC to maintain electronic patient files, successfully maintaining over thousands of patient files.
- Maintained accurate patient records by diligently updating information in the electronic health record system.
- Verified patient's insurance eligibility and benefits coverage.
- Established strong relationships with referring physicians'' offices by maintaining open lines of communication for seamless coordination of care across providers.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Trained new staff on filing, phone etiquette and other office duties.
- Started and completed medication prior authorizations for providers
Education
Associates in Human Services - Human Services
Kaplan University, Cedar Rapids, IA, US
Cedar Rapids, IA05-2014
Skills
- Time management
- Office administration
- Administrative support
- Database entry
- Customer engagement
- Telephone reception
- Document scanning
- Leadership and supervision
- Scheduling
- Inbound phone call handling
- Managing office supply inventory
- Ethics-focused
Timeline
Office Administrator
North Star Psychological Center
10.2024 - Current
Patient Service Coordinator
Mercy Medical Center
04.2018 - 10.2024
Associates in Human Services - Human Services
Kaplan University, Cedar Rapids, IA, US
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