Kaitlyn Klein
Fountain,CO
Summary
Supportive Team Lead with 3+ years of experience, adept at mentoring teams and driving strategic initiatives to enhance operational efficiency. Demonstrates strong leadership, problem-solving, and data analysis skills, with a proven ability to streamline processes and achieve high client satisfaction. Passionate about leveraging organizational skills and effective communication to innovate and improve healthcare services.
Overview
7
7
years of professional experience
Work History
Intake Team Lead
LifeStance Health, Inc
08.2023 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborate with the manager and other departments to identify opportunities for improving conversion rates.
- Perform routine quality evaluations, offering both encouraging feedback and constructive criticism to enrich both employee and patient interactions.
- Generated daily, weekly & monthly metric reports, for 30 agents ensuring data-driven, decision-making and operational success.
- Foster the development of new team members through thorough assessments, ensuring precision in scheduled Initial Appointments (IAs), and providing tailored coaching as needed.
- Allocate 10-20% of time to managing inbound phone inquiries, addressing customer questions, and ensuring a positive customer experience, particularly during peak times, to maintain service level standards.
Intake Coordinator
LifeStance Health, Inc
04.2021 - 08.2023
- Quickly learn and adapt to the intake department’s processes and technology, including Electronic Health Record (EHR) systems, appointment scheduling tools, and contact center systems.
- Enhanced office productivity by handling high volume of callers per day (60-70).
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and intake processing.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Supported office staff and operational requirements with administrative tasks.
Server
The Golden Bee
07.2017 - 12.2021
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Consistently upsold menu items, contributing to approximately 10% increase in average ticket size over 4 years.
- Provided training and support to new staff, promoting cooperative and efficient team culture.
- Facilitated seamless communication between front-of-house and kitchen staff, optimizing service efficiency and guest satisfaction.
Patient Access Registrar
UCHealth Memorial Hospital
12.2020 - 08.2021
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Education
A.A.S Radiology Technologist -
Pikes Peak Community College
Colorado Springs, CO01.2021
B.A. Counseling Psychology - undefined
Delaware Valley University
Doylestown, PA05.2014
Skills
- Leadership
- Problem-solving
- Organizational skills
- Communication
- Data analysis
- Performance monitoring
- Schedule Management
- Complaint resolution
- Quality Control
References
- Rebecca Nannarone, VNA Hospice, Nannaronerebecca@aol.com, 908-670-2852
- Neil Correll, Venterra Real Estate, Neil@Neilcorrell.com, 586-899-2738
Timeline
Intake Team Lead
LifeStance Health, Inc
08.2023 - Current
Intake Coordinator
LifeStance Health, Inc
04.2021 - 08.2023
Patient Access Registrar
UCHealth Memorial Hospital
12.2020 - 08.2021
Server
The Golden Bee
07.2017 - 12.2021
B.A. Counseling Psychology - undefined
Delaware Valley University
A.A.S Radiology Technologist -
Pikes Peak Community College
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