Kaitlyn Pardo
Webberville,MI
Summary
Dedicated to prioritizing patient satisfaction and care, striving to exceed expectations and enhance workflow. I am passionate on building up my colleagues to their highest potential, optimizing processes, driving continuous improvement in customer service.
Overview
12
12
years of professional experience
Work History
Medical Customer Service Representative II
Trinity Health
05.2022 - Current
- Enhanced patient satisfaction by addressing inquiries and resolving billing issues.
- Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising on resources needed and preparing information to be presented.
- Managed high call volume with professionalism and empathy, ensuring timely resolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Created the Michigan Knowledge Base for further assistance as a guide for colleagues.
- Assisting in reviewing call audits and escalation emails.
- Implemented improvements in internal processes to optimize efficiency within the customer service department.
- Resolving escalated customer complaints efficiently while maintaining composure under high pressure situations.
- Training new and current colleagues to their highest potential.
Authorization Specialist
IHA
05.2021 - 05.2022
- Reached out to insurance carriers to obtain prior authorization for surgical procedures.
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Researched denied claims and contacted insurance companies to resolve these issues.
- Analyzed medical records and other documents to determine approval of requests for authorization.
- Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Triaged unscheduled and emergency authorizations, directing submissions to appropriate personnel for rapid response.
Clinical Assistant
IHA
09.2020 - 05.2021
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Implemented care and efficiency improvements to support and enhance office operations.
- Oriented and trained new staff on proper procedures and policies.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Crossed trained to work administrative and clinical areas to assist cross training other colleagues.
Medical Receptionist
IHA
06.2015 - 09.2020
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Supported office staff and operational requirements with administrative tasks.
- Assisted with medical coding and billing tasks.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Trained new and current team members.
Pharmacy Technician
Kroger Pharmacy
01.2013 - 05.2015
- Stocked, labeled, and inventoried medication to keep accurate records.
- Counted and labeled prescriptions with correct item and quantity.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Entered and processed patients' prescriptions into internal system.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
Education
Associate's Degree -
Lansing Community College
Lansing05-2018
General Education - undefined
Washtenaw Community College
Ypsilanti01.2016
High School Diploma -
Pinckney Community High School
Pinckney05.2013
Skills
- Team leadership and supervision
- Staff training and development
- Quality monitoring
- Medical terminology
- Proficient in De-Escalating
- Multitasking and Organization
- Self Sufficient
- Critical Thinking
- Teamwork and collaboration
Timeline
Medical Customer Service Representative II
Trinity Health
05.2022 - Current
Authorization Specialist
IHA
05.2021 - 05.2022
Clinical Assistant
IHA
09.2020 - 05.2021
Medical Receptionist
IHA
06.2015 - 09.2020
Pharmacy Technician
Kroger Pharmacy
01.2013 - 05.2015
General Education - undefined
Washtenaw Community College
Associate's Degree -
Lansing Community College
High School Diploma -
Pinckney Community High School
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