Kaitlin Roldan
Greensboro,NC
Summary
Motivated and empathetic Customer Service Representative with 8+ years of experience in client-facing roles and a strong passion for healthcare. Proven ability to handle high call volumes, resolve patient issues, and navigate EMR systems with accuracy. Seeking a remote healthcare customer service position where I can contribute to patient satisfaction and streamline service delivery.
Overview
4
4
years of professional experience
Work History
PATIENT ACCESS ADVOCATE
Cone Health Allergy and Asthma Center
Greensboro, North Carolina
02.2024 - Current
- Handled 60+ inbound patient calls daily regarding benefits, billing, and scheduling; maintained 98% customer satisfaction score.
- Utilized EPIC EMR to verify insurance, update patient records, and schedule appointments.
- Escalated urgent issues to clinical staff using internal messaging system, reducing response time by 22%.
- Ensured full HIPAA compliance on every interaction during patient intake and support.
- Developed comprehensive legal strategies for allergy and asthma cases to enhance patient outcomes.
- Managed complex litigation processes, ensuring compliance with healthcare regulations and standards.
- Negotiated settlements effectively, balancing client needs with organizational goals.
MEDICAL EQUIPMENT CUSTOMER SERVICE REPRESENTATIVE
ROTECH HEALTHCARE INC.
Highpoint, North Carolina
03.2023 - 02.2024
- Completed 8-week intensive training on medical customer service, including HIPAA, EMR systems, and conflict resolution.
- Shadowed senior agents and handled mock and live calls with supervision.
- Achieved a 100% accuracy score on scheduling and data entry tasks during quality checks.
- In production, I maintained 97% overall customer satisfaction scores for my tenure.
- Partnered with senior agents to refine conflict resolution strategies, significantly reducing escalation rates and improving team cohesion.
- Resolved customer inquiries efficiently, ensuring high satisfaction and loyalty.
- Managed billing inquiries and processed payments using CRM systems.
CLIENT SERVICES REPRESENTATIVE
GREENSBORO PATHOLOGY LLC
Greensboro, North Carolina
11.2021 - 03.2023
- Provided Tier 1 support for patients navigating telehealth services, login issues, and prescription portals.
- Tracked, documented, and followed up on over 300 cases using Zendesk and Salesforce CRM.
- Delivered empathetic service to vulnerable patients, averaging 4.9/5.0 satisfaction score.
- Contributed to updating internal knowledge base and new hire training guide.
- Resolved client inquiries efficiently, leading to substantial improvements in response times and increased client retention.
- Partnered with healthcare teams to streamline patient communication, ensuring timely updates and improved service delivery.
- Managed client inquiries and resolved issues efficiently to enhance customer satisfaction.
- Coordinated communication between medical staff and clients to ensure accurate information delivery.
Education
HIGH SCHOOL DIPLOMA -
Triad Math And Science Academy
Greensboro05-2021
Skills
- HIPAA Compliance
- Medical Terminology
- Patient Scheduling
- Electronic Medical Records (EMR/EHR)
- Insurance Verification
- Call Center Operations
- Zendesk
- Salesforce
- Epic
- Conflict Resolution
- Data Entry (40 WPM)
- Active Listening
- Claims Support
- Remote Work Platforms (Zoom, Slack, Teams)
- Team Collaboration
- Customer Relationship Management
- Effective Communication
Timeline
PATIENT ACCESS ADVOCATE
Cone Health Allergy and Asthma Center
02.2024 - Current
MEDICAL EQUIPMENT CUSTOMER SERVICE REPRESENTATIVE
ROTECH HEALTHCARE INC.
03.2023 - 02.2024
CLIENT SERVICES REPRESENTATIVE
GREENSBORO PATHOLOGY LLC
11.2021 - 03.2023
HIGH SCHOOL DIPLOMA -
Triad Math And Science Academy