Kaitlin La-Joy Pope
Decatur,AL
Summary
Exceptionally focused and dedicated with an excellent customer service record and work ethic. Adept at managing multiple projects with accuracy and professionalism. Especially skilled at cultivating excellent interpersonal relationships with clients, customers and colleagues.
Overview
11
11
years of professional experience
Work History
Customer Experience Associate II
Conduent- Novo Nordisk Patient Assistance Program
Florham Park, NJ
11.2023 - Current
- Responsible for effective and efficient insurance verification and authorization validation with private or government carriers for patient enrollment
- Assisted with registration of new patients and updating patient records
- Applied security regulations and HIPAA privacy while handling patient records
- Attended departmental meetings regularly to stay updated on policy changes
- Collaborated with other staff members to ensure accuracy of patient data entered into the computer system
- Organized and maintained records by updating and verifying both personal and financial information from patients
- Resolved any issues that arose during registration process in a timely manner
- Shadowing/Training New-Hire team members
- Working on Escalations Team to solve problems for clients
- Answer high-volume inbound patient/HCP calls
- Performs business support or technical work, using data organizing and coordination skills
- Performs tasks based on established procedures
- Expands skills within an analytical or operational process
- Maintains appropriate licenses, training, and certifications
- Works within established procedures and practices
- Impacts a team through quality of services and information provided
- Follows standardized procedures and practices and receives moderate supervision and guidance
- Manages own workload
- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution
- Identifies customer needs by referring to case notes and examining each as a specific case
- Performs routine call center activities concerning business products and services
- Uses standard scripts and established guidelines and under supervision, to meet SLAS
- Provides customers with information that is specialized and communicated in a warm empathetic manner
- Gathers all necessary information to update the database
- Escalates issues to senior levels, based on complaints or concerns
- Explains company policies to customers
- Performs other duties as assigned
- Complies with all policies and standards.
Medical Scheduler
Fox Army Health Center
Huntsville, AL
03.2023 - 10.2023
- Answer high-volume inbound patient calls for all of clinic
- Make outbound calls to patients as required
- Schedule patient appointments for: Opthamology, Behavioral Health, Dietician, Immunization and the Wellness Clinic
- Coordinate the scheduling block time for each of the physicians
- Manage multiple phone lines
- Communicate effectively and professionally with patients, physicians and healthcare professionals at all times
- Perform other duties as required.
Surgery Scheduler
Huntsville Hospital
Huntsville, AL
08.2021 - 01.2023
- Coordinate the scheduling of surgical block time with physician offices
- Manage multiple phone lines
- Schedule procedures w/physician offices via phone and fax
- Schedule medical appliance representatives for appropriate medical procedures
- Confirm surgery orders
- Confirm next-day surgery line-ups with physician offices
- Securely transfer patient information and medical documents via mail, facsimile and email.
Floor Technician
Huntsville Hospital Main
Huntsville, AL
02.2022 - 03.2022
- Daily patient and family interactions
- Taking and recording blood sugars
- Taking and recording patient's vitals (blood pressure, heart rate, oxygen levels, temperatures)
- Provide patient bed baths and/or assist with showers
- Disperse meals and assist patients as needed
- Report all pertinent patient health information to charge nurse on duty.
Operating Room Scheduler/Tech
Crestwood Medical Center
Huntsville, AL
03.2019 - 07.2021
- Coordinate the scheduling of surgical block time with physician offices
- Prepare patient surgery packets containing all surgery related information and providing it to surgical technicians to use in preparing the operating room for procedures
- Prepare and post the OR schedule via Microsoft Excel with all surgical details
- Schedule procedures with physician offices
- Schedule medical appliance representatives for appropriate medical procedures
- Securely transfer patient information and medical documents via mail, facsimile and email
- Manage multiple phone lines
- Run reports and collect surgical data entries for Corporate.
Legal Assistant
Law Office of Laura J. Kirby
Huntsville, AL
08.2018 - 03.2019
- Preparing, prioritizing and drafting legal documents
- Confirming case statuses
- Conducting legal research
- Generating reports
- Interacting with clients
- Assisting in court proceedings
- Managing calendars
- Managing all attorney appointments
- Billing clients
- Manage multiple phone lines
- Opening/Closing client files
- Maintaining and organizing files
- Daily mail run.
Advanced Physician Scheduler
Huntsville Hospital Heart Center
Huntsville, AL
01.2016 - 05.2018
- Ensure correct patient information is entered into the appropriate databases
- Work with patients and medical staff to schedule appointments and provide confirmation to appropriate medical staff
- Schedule patient medical tests at appropriate medical facilities
- Schedule patient appointments with physicians and nurse practitioners as needed
- Securely transfer patient information and medical documents via mail, facsimile and email
- Review the patient 'no-show' lists and determine if the patient will incur a 'no-show' fee
- Download and print Daily Physician Schedules.
Operating Room Scheduler
Crestwood Medical Center
Huntsville, AL
12.2013 - 01.2015
- Coordinate the scheduling of surgical block time with physician offices
- Prepare patient surgery packets containing all surgery related information and providing it to surgical technicians to use in preparing the operating room for procedures
- Prepare and post the OR schedule via Microsoft Excel with all surgical details
- Schedule procedures with physician offices
- Schedule medical appliance representatives for appropriate medical procedures
- Securely transfer patient information and medical documents via mail, facsimile and email
- Manage multiple phone lines
- Run reports and collect surgical data entries for Corporate.
Education
Calhoun Community College
Huntsville, ALHigh School Diploma -
Albert P. Brewer High School
01.2010
Skills
- Superior familiarity with medical terminologies
- Excellent skills in maintaining patient files and appointment schedules
- Outstanding customer service and interpersonal skills
- High ability to respond to patient inquiries and resolve patient issues
- Sound abilities with MS Office applications including Access Word & Excel
- Skilled at working calmly in a fast-paced, high priority job
- Customer Service
- Data Entry
- Technical Support
- Patient Registration
- Insurance Verification
- HIPAA Compliance
- Quality Assurance
- Excellent communication and organizational skills
- Professional and personal telephone etiquette
- Skilled at multitasking and maintaining strong attention to detail
Timeline
Customer Experience Associate II
Conduent- Novo Nordisk Patient Assistance Program
11.2023 - Current
Medical Scheduler
Fox Army Health Center
03.2023 - 10.2023
Floor Technician
Huntsville Hospital Main
02.2022 - 03.2022
Surgery Scheduler
Huntsville Hospital
08.2021 - 01.2023
Operating Room Scheduler/Tech
Crestwood Medical Center
03.2019 - 07.2021
Legal Assistant
Law Office of Laura J. Kirby
08.2018 - 03.2019
Advanced Physician Scheduler
Huntsville Hospital Heart Center
01.2016 - 05.2018
Operating Room Scheduler
Crestwood Medical Center
12.2013 - 01.2015
Calhoun Community College
High School Diploma -
Albert P. Brewer High School