Kaitlynn Sprague
Deltona,FL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
Work History
Medical Receptionist
Florida Cardiopulmonary Center
09.2023 - Current
- Enhanced patient satisfaction by efficiently managing front desk operations and addressing inquiries in timely manner.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Call Center Supervisor
ShotVet
04.2021 - 08.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 15 representatives in providing excellent customer service to callers requiring assistance for medical records and clinic issues.
- Executed Monthly Performance Plans with representatives to identify production gaps.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Created team rotations to man center effectively during peak hours.
Veterinary Assistant
Banfield Animal Hospital
04.2019 - 04.2021
- Provided customer support to clients, answering questions and addressing concerns.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Administered medications to animals in treatment and documented changes in condition.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Assisted senior staff with blood analyses and physical assessments.
- Collected patient biopsies and blood samples for laboratory analysis.
- Restrained animals for examination and treatment.
- Administered injections, oral medications and topically applied medications prescribed by veterinarian.
- Kept detailed records of animal treatments and medications.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
Education
Associate of Arts -
Daytona State College
Daytona Beach, FLHigh School Diploma -
Pine Ridge High School
Deltona, FL06.2013
Skills
- Personnel Recruitment
- Customer Implementation Support
- Quality Control Optimization
- Training Delivery
- Customer Loyalty
- Quality Assurance
- Motivational Leadership
- Disciplinary Action
- Customer Service Management
- Scheduling Proficiency
- Quality Improvement Strategy
- Report Writing
- Customer Care
- Team Coaching
- Escalation Management
- Document Management
- Microsoft Office
- Client Satisfaction
- Maintaining Clean Work Areas
- Referral Verification
- Payment Collection
Timeline
Medical Receptionist
Florida Cardiopulmonary Center
09.2023 - Current
Call Center Supervisor
ShotVet
04.2021 - 08.2023
Veterinary Assistant
Banfield Animal Hospital
04.2019 - 04.2021
Associate of Arts -
Daytona State College
High School Diploma -
Pine Ridge High School