Kalah Smith McCarty
Tupelo,MS
Summary
Knowledgeable representative offers demonstrated skills in management and service coordination. Expertly handles complaints, inquiries and service questions to meet patient/client needs and correct problems related to care, service, consumer knowledge. Well-versed in policies, procedures and standards.
Overview
19
19
years of professional experience
4012
4012
years of post-secondary education
Work History
Patient Care Coordinator
Maximum Mobility Rehabilitation and Fitness
Corinth, MS
11.2014 - 08.2020
- Coordinated patient appointments and managed scheduling for therapy sessions.
- Assisted patients with intake forms and verified insurance information.
- Communicated with healthcare providers regarding patient care plans and progress.
- Billing and coding
- Staff resources
- Educated patients on rehabilitation programs and fitness services available.
- Addressed patient inquiries and resolved concerns promptly and professionally.
- Monitored compliance with safety protocols and ensured a supportive environment for patients.
- Scheduled appointments for patients and coordinated follow-up visits as needed.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Ensured that all necessary documentation was completed accurately and submitted in a timely manner.
- Provided ongoing communication with patients, families, and other healthcare providers regarding treatment plans and progress.
- Followed up with discharged patients after they left the facility to ensure they were receiving adequate post-care support.
- Responded promptly to any emergency situations that arose within the facility.
- Received and routed care team messages and documents to appropriate staff.
- Facilitated coordination between primary care physician and specialists to ensure continuity of care.
- Managed patient admission and discharge processes, ensuring smooth transitions.
- Performed administrative duties such as filing paperwork, answering phones, and scheduling appointments.
- Managed patient appointments, ensuring efficient scheduling and rescheduling as necessary.
- Coordinated with insurance companies to confirm patient coverage and process claims.
- Addressed and resolved patient concerns and complaints in a timely and empathetic manner.
- Completed registration procedures for patients.
- Reported liabilities and risk management concerns to supervisor for review.
- Accessed programs and set up correct payment strategies based on patient means and needs.
Customer Service Representative/Cashier Team Lead
Retail
Corinth, MS
11.2007 - 08.2010
- Assisted customers with inquiries and provided product information.
- Handled transactions accurately and efficiently at the register.
- Resolved customer complaints and escalated issues when necessary.
- Maintained a clean and organized store environment for customers.
- Processed returns and exchanges according to company policies.
- Trained new employees on customer service protocols and systems.
- Managed inventory levels by restocking shelves as needed.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Took special orders in person and over telephone, generating additional revenue every month.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Processed transactions accurately using point-of-sale systems.
- Maintained store appearance by organizing merchandise displays.
- Handled returns and exchanges following company policies and procedures.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Provided top quality control and eliminated downtime to maximize revenue.
- Supervised cashier team to ensure efficient customer service.
- Trained new cashiers on register operation and customer engagement.
- Managed cash handling procedures for accuracy and security.
- Monitored register performance and reported issues to management.
- Scheduled cashier shifts to maintain optimal coverage during peak hours.
- Maintained cleanliness and organization of checkout area for safety compliance.
- Assisted cashiers with resolving customer complaints and inquiries.
- Performed daily opening and closing procedures for the register area.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Scanned, priced, and bagged customer groceries quickly to keep lines moving.
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Verified customer age requirement for alcohol or tobacco purchases.
Licensed Sales Producer
Allstate Insurance Companies
Tupelo, Mississippi
06.2001 - 06.2010
- Advised clients on insurance products and coverage options.
- Developed customized insurance plans to meet client needs.
- Managed client accounts and maintained accurate records.
- Educated clients on policy details and claims processes.
- Collaborated with team members to enhance customer service strategies.
- Trained new staff on sales techniques and compliance standards.
- Utilized CRM software to track client interactions and follow-ups.
- Identified opportunities for cross-selling additional products or services.
- Exceeded company sales goals for new policies.
- Upsold products to policyholders and potential new clients.
- Pursued continued professional development through insurance workshops, course and webinars.
- Offered policy guidance and management to promote asset protection.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Advised clients on available discounts or additional coverage options that could benefit them.
- Established relationships with clients by providing prompt service, accurate information and follow-up support.
- Ensured all paperwork is properly completed before submitting it to the relevant authorities.
- Provided timely feedback regarding customer satisfaction ratings.
- Maintained knowledge of current insurance regulations and compliance standards.
- Attended meetings with carriers' representatives to discuss product offerings and pricing structure.
- Generated quotes for various types of insurance policies based on customer requirements.
- Assessed customer needs and recommended appropriate coverage options.
- Researched and responded to inquiries regarding policy provisions, benefits or claims status.
- Managed customer databases using specialized software systems.
- Provided professional advice on a range of life, health, property and casualty insurance policies.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Achieved repeat business and referrals through personalized services.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
Appraisal Clerk
Tishomingo County Tax Assessor
Iuka, Mississippi
08.2001 - 08.2007
- Processed property tax documents accurately and efficiently for Tishomingo County residents.
- Assisted with public inquiries regarding tax assessments and property records.
- Maintained organized filing system for tax records and assessment forms.
- Utilized software systems to update and track property assessment data regularly.
- Coordinated with other departments to ensure accurate information exchange on taxes.
- Trained new staff on office protocols and document handling procedures effectively.
- Supported annual tax appraisal processes by preparing necessary documentation and reports.
- Assisted customers with inquiries and complaints in a professional manner.
- Answered phones in a courteous manner while providing excellent customer service.
- Communicated with customers and employees to answer questions or explain information.
- Supported office clerical functions using specific software from the state
- Answered multi-line telephone system and routed calls to appropriate personnel
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Trained staff members to perform work activities and use computer applications.
Education
Certificate/Licensing -
Business
04.2010 - 09.2014
Tishomingo County High School
Iuka, MSCertificate - Computer
Tishomingo County Technical Vocational Complex
Tishomingo, MS 08.1999 - 05.2002
GED
Tishomingo, MSSome College (No Degree) - Personal & Commercial Property Appraisal
Itawamba Community College
Tupelo, MSSkills
- Appointment scheduling
- Insurance verification
- Outpatient physical therapy coding and billing
- Customer relationship management
- Scheduling, Data Entry & Process improvement
- Effective communication
- Time management
- Team collaboration
- Empathetic listening, conflict resolution, problem solving
- Organizational skills and standards
- Customer service/Patient Care/Patient Education
- Project management, Attention to detail
- Cross-functional teamwork
- Claims processing
- Office administration/New Hire Training
- Case management
- Payment collection, arrangements & negotiation
- Patient Registration, HIPAA compliance, compliance monitoring, Medical Record Requests
- Multitasking, Critical thinking skills, Insurance practices
Timeline
Patient Care Coordinator
Maximum Mobility Rehabilitation and Fitness
11.2014 - 08.2020
Certificate/Licensing -
Business
04.2010 - 09.2014
Customer Service Representative/Cashier Team Lead
Retail
11.2007 - 08.2010
Appraisal Clerk
Tishomingo County Tax Assessor
08.2001 - 08.2007
Licensed Sales Producer
Allstate Insurance Companies
06.2001 - 06.2010
Certificate - Computer
Tishomingo County Technical Vocational Complex
08.1999 - 05.2002
Tishomingo County High School
GED
Some College (No Degree) - Personal & Commercial Property Appraisal
Itawamba Community College