Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Certification
Languages
Software
Work Preference
Accomplishments
Affiliations
Interests
Timeline
AssistantManager
Kaitlyn Fortney

Kaitlyn Fortney

Customer Service
Owasso,Oklahoma

Summary

I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. My goal is to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

7
7
years of professional experience
2
2

Medical Review Officer Assistant or MROA

Work History

Customer Advocate II

BlueCross BlueShield, HCSC
02.2024 - Current
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed a comprehensive understanding of ICD-10-CM, CPT, and HCPCS codes to ensure proper use in medical coding assignments.
  • Monitored trends in medical billing denials, implementing corrective actions to prevent future occurrences of similar issues.
  • Assisted in maintaining smooth office operations by managing essential administrative tasks such as recordkeeping and data entry.
  • Interacted with physicians and other healthcare staff to ask questions regarding patient services.
  • Input data into computer programs and filing systems.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Medical Review Officer Assistant

HireRight
11.2021 - 11.2023
  • Confirmed consistent and accurate medical recordkeeping practices.
  • Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
  • Processed medical records requests from outside providers according to facility, state, and federal law.
  • Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
  • Maintained patient confidence by keeping patient records information confidential.
  • Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
  • Tracked and monitored requests for medical records release.
  • Followed exact procedures for handling transfers and other releases of medical records.
  • Followed up with medical staff regarding missing information in patient records.
  • Maintained accuracy, completeness, and security for medical records and health information.
  • Communicated effectively with staff, patients, and insurance companies by email and telephone.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Educated customers on company systems, form completion, and access to services.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Assistant Manager

McAlister's Deli
10.2018 - 10.2022
  • Supervised and evaluated staff of 40 including other assistant managers, enabling them to improve skills, achieve daily objectives and attain advancement
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
  • Manage team schedule with eye for coverage needs and individual strengths
  • Coached team on effective up-selling and cross-selling methods
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
  • Established and optimized schedules to keep coverage and service in line with forecasted demands
  • Monitored employee performance and developed improvement plans
  • Advanced to key-holder and assistant manager-in-charge in manager's absence
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions
  • Onboarded new employees, including training, mentoring and new hire documentation
  • Kept work areas clean, organized and safe to promote efficiency and team safety
  • Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

Education

Associate Degree in Medical Billing And Coding - Medical Billing And Coding

Ultimate Medical Academy - Clearwater
Clearwater, FL
12.2024

High School Diploma -

Cherokee Trail High School
Aurora, CO
05.2015

Skills

  • Managerial experience
  • Certified ServSafe Manager
  • Staff management
  • Recruiting and interviewing
  • Employee performance evaluations
  • Employee scheduling
  • Training
  • Staff supervision
  • Customer Satisfaction
  • Money Orders
  • Active Listening
  • Excellent Communication
  • Good Telephone Etiquette
  • Organization and Time Management
  • Flexible and Adaptable
  • Microsoft Excel
  • Microsoft Word
  • Call Center Operations
  • Customer Service
  • Microsoft Outlook
  • Cultural Sensitivity
  • Computer Proficiency
  • Call Volume and Quality Metrics
  • Order Supplies
  • Microsoft Word
  • Call Center Operations
  • Customer Service
  • Microsoft Outlook
  • Cultural Sensitivity
  • Computer Proficiency
  • Call Volume and Quality Metrics

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison

Certification

  • Preauthorization, BlueCross BlueShield - 2/05/2024

Languages

English
Full Professional

Software

SmartUM

Cisco

Jabber

Teams

MPUI

Outlook

OneNote

ACE

NPPES NPI Registry

Rolobot

Group List

Benefit Navigator

Microsoft Edge

Chrome

Workday

Right Fax

Apollo

Provider Finder

Work Preference

Work Type

Full Time

Work Location

HybridRemoteOn-Site

Important To Me

Career advancementHealthcare benefitsWork from home option401k matchPaid time offPaid sick leave

Accomplishments

I graduated from Ultimate Medical Academy with an Associates degree in Medical Billing and Coding.

Affiliations

  • Ultimate Medical Academy Alumni

Interests

Travel

Gardening

Listening to music

Swimming

Timeline

Customer Advocate II

BlueCross BlueShield, HCSC
02.2024 - Current

Medical Review Officer Assistant

HireRight
11.2021 - 11.2023

Assistant Manager

McAlister's Deli
10.2018 - 10.2022

Associate Degree in Medical Billing And Coding - Medical Billing And Coding

Ultimate Medical Academy - Clearwater

High School Diploma -

Cherokee Trail High School

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Kaitlyn FortneyCustomer Service