Kaitlin O'Sullivan
Lady Lake
Summary
Organized Patient Service Representative with 4 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
9
9
years of professional experience
Work History
Account Manager
Onsite Dermatology
03.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Coordinate with 80+ accounts a month to create monthly schedules for providers.
- Developed targeted presentations for key accounts, effectively communicating value proposition and securing commitments with marketing staff.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Patient Service Coordinator
CORA Physical Therapy
08.2021 - 03.2023
- Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Verified patient's insurance eligibility and benefits coverage.
- Communicated with primary care offices and insurance companies to obtain authorization.
- Administered billing functions to maintain profitability and meet compliance, quality and productivity standards.
- Drove proactive patient outreach activities to schedule appointments and follow-up on care and health maintenance.
- Answered over 80+ telephone calls per day to handle rescheduled, missed and reassigned visit requests
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process
911 Emergency Dispatcher
Beaufort County Sheriff's Office
01.2018 - 04.2019
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained excellent attendance record, consistently arriving to work on time.
- Managed over 200+ calls per day.
Clinic Receptionist
Palmetto Animal League
08.2015 - 02.2017
- Upheld positive reputation of medical office by setting friendly tone and maintaining politeness.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Maintained medical record database with up-to-date patient information and provided information to other providers.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Answered owner animal health questions and advised on best care practices.
- Cleaned and disinfected exam areas, surgical equipment and kennels to prevent diseases and control odors.
- Increased sales of heartworm and flea prevention by 10%.
Education
Technical College of The Lowcountry
Beaufort, SCHigh School Diploma -
Midway High School
Waco, TX06.2014
Skills
- Patient greeting
- Document filing
- ICD-10 coding understanding
- Insurance verifying
- Flexible and Adaptable
Accomplishments
- Achieved daily visit budget by completing authorizations and referrals with accuracy and efficiency.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Account Manager
Onsite Dermatology
03.2023 - Current
Patient Service Coordinator
CORA Physical Therapy
08.2021 - 03.2023
911 Emergency Dispatcher
Beaufort County Sheriff's Office
01.2018 - 04.2019
Clinic Receptionist
Palmetto Animal League
08.2015 - 02.2017
Technical College of The Lowcountry
High School Diploma -
Midway High School
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