Kaitlin Mullen
Aurora,IL
Summary
A knowledgeable, compassionate, and dedicated administrative assistant offers demonstrated skills in case management and care coordination. Expertly handles complaints, inquiries, and service questions to meet peoples needs and assist in correcting problems. Well-versed in policies, procedures, and standards. A solid background in high-volume office environments, focused on delivering exceptional clerical and operational support for professionals. Upbeat individual with a friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight. Well-versed in managing office supplies, paperwork, and project needs. Easily grasps new processes and tasks. A lifelong learner who is always looking to improve her skills.
Overview
10
10
years of professional experience
Work History
Patient Coordinator
Ivy Rehab
Aurora, Illinois
09.2025 - Current
- Pulled patient files and verified insurance before patient's appointment.
- Coordinated care for patients, oversaw admission processes and managed patient flows.
- Provided administrative support for patient care staff.
- Assured regulatory compliance and professionalism across patient service.
- Scheduled evaluations and procedures for patients.
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Provided emotional support and guidance to patients and their families.
- Ran credit card batches and balanced deposits on daily basis.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Guided patients through the completion of consent and other required medical forms.
- Explained various admission forms and policies, acquiring signatures for consent.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Participated in training sessions to stay updated on healthcare policies and registration software.
Front Desk Receptionist
Jewel Dental Schaumburg
Schaumburg, Illinois
05.2025 - 09.2025
- Signed for packages, recorded deliveries, and distributed to personnel.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Provided administrative support including photocopying, faxing, and filing.
- Greeted visitors warmly and directed them to correct personnel or office.
- Updated and maintained office policies and procedures.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Scheduled and confirmed appointments for clients and staff.
- Maintained a clean and organized reception area to uphold company image.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Handled incoming and outgoing mail and packages.
- Processed payments and updated accounts to reflect balance changes.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Handled customer inquiries and complaints, providing timely and appropriate solutions.
- Scheduled cleanings and dental appointments for patients using appointment software.
- Gathered medical information, dental health history and vitals from patients.
- Verified, updated, and entered patient information into the system.
- Billed insurance companies for patient claims and remaining balances.
Administrative Assistant
Center for Rheumatology
Los Angeles, California
11.2024 - 03.2025
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Supported practice operations by scheduling appointments.
- Maintained files for referral and insurance information, entering referrals into system.
- Provided accurate information to all parties, including patients, insurance providers, healthcare staff and office personnel by using effective written and verbal communication skills.
- Identified reasons behind denied claims and worked closely with insurance carriers to promote resolutions.
- Communicated authorization decisions, including approvals and denials, to healthcare providers and patients.
- Scheduled patient appointments, diagnostic specialty appointments, tests and procedures.
- Processed financial aid documents and completed basic verification of information.
- Answered patient questions regarding refills, insurance troubleshooting and status updates on prescriptions.
- Sent patient prescriptions to pharmacies and scheduled future appointments.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Supported healthcare teams in consistently delivering timely and quality care according to company standards.
Patient Experience Representative
CALIFORNIA REHABILITATION INSTITUTE
Century City, CA
08.2023 - 10.2024
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Notified senior staff of patient emergencies to optimize outcomes.
- Collaborated with clinical and administrative staff to meet patient needs.
- Compiled information from patients and caregivers or family members to identify care concerns.
- Explained policies, procedures and services to patients.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Documented patient counters in hospital system and initiated follow-up actions.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
Physician Coding Assistant
ADVOCATE MEDICAL GROUP
Oakbrook, IL
06.2016 - 06.2023
- Manages spreadsheets for organization use.
- Serves as an assistant to the Clinician Coding Support department.
- Compiles data for reports as needed by the team.
- Organizes engagement for team meetings.
- Creates documents to assist in training other/new team members.
- Collaborates with team members to complete large projects.
- Schedules meetings using Outlook according to leader(s) schedule.
- Covers for other assistants as needed.
- Communicates via email with other team members about reports and other projects as needed.
- Creates training tip sheets as needed for team.
- Assists with clerical functions of work queue related work to include Charge Review, Claim Edit, Follow Up, Charge Entry and Reconciliation functions, and any project or work tasks deemed appropriate by a Lead, Supervisor, or other authorized Certified Coding team member.
- Assists with clerical functions of work related for all areas of the coding department which include but may not be limited to, Coding Rejections, Production, Support, Systems, Research and Quality.
- Adheres to organization and departmental guidelines, policies, and protocols.
- Meets then exceeds departmental quality and production standards.
- Perform all duties as assigned by leadership.
Education
High School Graduate -
Crete Monee High School
Skills
- Excel Spreadsheets
- Report Preparation
- Office Management
- Multitasking and Time Management
- Meticulous Attention to Detail
- Microsoft Office
- Verbal and Written Communication
- Research and Analytical Skills
- Onsite tours
- Reception Management
- HIPAA Compliance
- Customer Service
- Strong interpersonal skills
- Patient Observation
- Patient interviewing skills
- Letter preparation
- Multi - line phone proficiency
- Mail handling
- Basic math
- EPIC
- Eaglesoft
- RainTree
Timeline
Patient Coordinator
Ivy Rehab
09.2025 - Current
Front Desk Receptionist
Jewel Dental Schaumburg
05.2025 - 09.2025
Administrative Assistant
Center for Rheumatology
11.2024 - 03.2025
Patient Experience Representative
CALIFORNIA REHABILITATION INSTITUTE
08.2023 - 10.2024
Physician Coding Assistant
ADVOCATE MEDICAL GROUP
06.2016 - 06.2023
High School Graduate -
Crete Monee High School