Kaitlyn DiMaggio
5509 War Admiral Dr. Del Valle,United States
Summary
Dedicated professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Rep V
Department of State Health Services
11.2022 - Current
- Interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to approve routine and complex customer applications for the issuance of vital records, and explains to customers and stakeholders
- Evaluates processes and procedures for serving customers to ensure effective public service. Work includes: (1) Reviews and certifies vital record applications for completeness of information and accuracy of requirements to provide certification issuance and/or sealed and non-sealed amendments. (2) Examines and analyzes complex and non-routine confidential customer documentation, including legal documents, to ensure compliance with Texas Statutes and Vital Statistics rules and regulations.
- Serves as a primary contact for VSS and resolves highly complex customer service problems, using concise and accurate vital statistics terminology. Work includes: (1) Provides direct customer service for the fulfillment of vital records requests and the resolution of grievances. (2) Determines acceptance or rejection of customer applications and provides professional correspondence, through the preparation and composition of routine and non-routine documents, utilizing Microsoft Office products and/or the Texas Electronic Vital Events Registrar (TxEVER) system. (3) Investigates customer inquiries concerning the status of customer applications and makes a determination on the appropriate action to ensure resolution; escalates urgent customer applications to Team Lead and/or Manager when resolution cannot be attained.
- Maintains confidential record keeping and filing systems pertaining to customer applications according to the Vital Statistic’s Section record retention policy. Develops and conducts training of other Customer Service Representatives as assigned by the Manager.
OR Surgery Scheduler
St. David's Surgical Hospital
02.2019 - 10.2022
- Ability to schedule appointments and operations for multiple hospital departments.
- Ability to coordinate with up to 50+ different doctors and doctor's offices
- Organized and effective at handling multiple activities simultaneously under a highly fast-paced and high-stress environment
- Ability to know and remember highly detailed specifications for each individual doctor or office depending on preferences
- Ability to keep track of specifications unique to each individual department being scheduled for to ensure an accurate and safe environment for patients
- Ability to communicate effectively with the upmost professional customer service between peers, management, doctors, and patients
- Ability to meet company and departmental monthly/daily scheduling goals
- Individually responsible for reviewing and running daily reports on booked procedures to assure scheduling accuracy and ensure that correct patient and equipment necessary for procedure are correct
- Responsible for notifying the correct departments and coordinating the flow of equipment from one department to the scheduled procedure if needed for specific case
- Responsible for coordinating the correct staff and assisting surgical staff into specific cases
- Seeking more experience and a position that offered more competitive pay and benefits
Secretary of Patient Access
St. David's North Austin Medical Center
09.2018 - 02.2019
- Secretary in Patient Access and Registration with the ability to perform receptionist, registration, clerical, and insurance verification duties associated with registering patients for inpatient and outpatient procedures
- Ability to mail and fax doctor's orders and collect patient charts for HIM
- Ability to verify insurance benefits and obtain pre-authorizations as necessary
- Ability to determine and accept required payments including copays, deductibles, or refer patients to financial advisors when necessary
- Wanted to gain more experience within the company
Education
Bachelor's of Health Administration -
Texas State University
San Marcos, Texas05.2018
Associates General Studies - Liberal Arts
Austin Community College
Austin, Texas05.2015
High School Graduate or GED -
NYOS Charter School
Austin, Texas05.2012
Skills
- Proficient in Microsoft Office Programs including: Microsoft Word, PowerPoint, Excel, and Teams
- Knowledge of Texas Vital Statistics statutes, rules, regulations, policies and procedures
- Knowledge of HIPAA and Protected Health Information standards
- Knowledge of data protection protocols
- Effective communication skills both verbally and in writing
- Ability to manage multiple tasks in a fast-paced environment
- Ability to meet deadlines
- Ability to problem-solve
- Valued team player
Timeline
Customer Service Rep V
Department of State Health Services
11.2022 - Current
OR Surgery Scheduler
St. David's Surgical Hospital
02.2019 - 10.2022
Secretary of Patient Access
St. David's North Austin Medical Center
09.2018 - 02.2019
Associates General Studies - Liberal Arts
Austin Community College
Bachelor's of Health Administration -
Texas State University
High School Graduate or GED -
NYOS Charter School
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