Kalicia Rozier
Bradenton,FL
Summary
With 17 years of experience in a medical office, consistently performing duties with efficiency and diligence. Exceptional interpersonal, communication, and customer service skills for effective interaction with patients and colleagues. Ability to respond to requests and multitask confidently, ensuring smooth operations in a fast-paced environment. Excellent organizational skills and comprehensive understanding of insurance and policies contribute to effective management of administrative tasks. Resourceful professional and collaborative team player committed to delivering high-quality healthcare services.
Overview
17
17
years of professional experience
Work History
Patient Engagement Specialist/ Call Center
MCR Health Inc.
06.2007 - 11.2024
- Aide in the development and betterment of patient management and workflow processes.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Assisted in the onboarding process for new team members by sharing insights and offering guidance to ensure their success as a Call Center Sales Agent.
- Managed high-volume call center tasks, maintaining professionalism under pressure and prioritizing customer needs.
- Streamlined call center operations with efficient scheduling, routing of calls, and monitoring live interactions between agents and customers.
- Managed high-volume call center, prioritizing urgent issues while maintaining a professional demeanor under pressure.
- Assisted in training new employees on call center processes, fostering a positive work environment through teamwork and collaboration.
- Used Five9 and Ring Central to answer calls.
- Responded to team support questions quickly to maintain call center efficiency.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
Patient Service Representative
MCR Health Inc.
06.2007 - 11.2024
- Check-in patients, collecting all personal, medical and insurance information necessary.
- Responsible for collecting payments from patient's by following the insurance guidelines.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Built and maintained positive working relationships with patients and staff.
- Used Athenahealth to schedule appointments.
Education
No Degree -
State College of Florida
Bradenton, FLFacials
Manatee Technical College
Bradenton, FL08-2020
Certification of Completion in Massage Therapy
Florida College of Natural Health
Bradenton, FL01-2010
High School Diploma -
Manatee High School
Bradenton, FL05-2003
Skills
- Appointment scheduling
- Organizational skills
- Problem-solving skills
- Time management
- HIPAA compliance
- Patient confidentiality
- Customer service
- Escalation handling
- Call monitoring
- Teamwork and collaboration
- Insurance verification
- Follow-up coordination
Timeline
Patient Engagement Specialist/ Call Center
MCR Health Inc.
06.2007 - 11.2024
Patient Service Representative
MCR Health Inc.
06.2007 - 11.2024
No Degree -
State College of Florida
Facials
Manatee Technical College
Certification of Completion in Massage Therapy
Florida College of Natural Health
High School Diploma -
Manatee High School
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