Kalisha George
Blakely
Summary
Results-driven professional with expertise in patient registration and insurance verification. Proven track record in HIPAA compliance and data accuracy, contributing to streamlined patient flow and enhanced team performance.
Overview
13
13
years of professional experience
Work History
Patient Access Representative
Miller County Hospital
04.2025 - 01.2026
- Registered and admitted patients by verifying demographics, insurance, and medical information.
- Collected copays, deductibles, and payment information while maintaining HIPPA compliance.
- Scheduled appointments and coordinated patient flow to reduce wait times.
- Maintained accurate electronic medical records for billing and clinical staff.
Senior Customer Service Agent
Customer Elation
02.2023 - 07.2025
- Handled high-volume inbound and outbound calls (90-120 daily) while consistently delivering a 96% customer satisfaction score in a fast-paced environment.
- De-escalated complex customer concerns and resolved escalations efficiently, leading to a 30% reduction in repeat complaints.
- Trained, coached, and supported new team members, improving onboarding efficiency and accelerating productivity by 25%.
- Remote
Customer Service Manager
Hibbet Sports
01.2021 - 01.2023
- Supervised, coached, and trained a team of 15 customer service representatives, driving consistent performance and high service quality.
- Monitored call metrics quality assurance, and productivity, implementing improvements that increased call efficiency by 18%.
- Ensured full compliance with state and federal regulations, company polices, and customer service standards.
- Handled escalated customer issues and complex cases, resolving concerns efficiently and improving customer satisfaction.
911 Dispatcher
Southwest Georgia Regional 911
11.2019 - 10.2022
- Processed 150+ emergency and non-emergency calls per shift with 98% accuracy in a high-pressure environment.
- Dispatched police, fire, and EMS units while consistently meeting critical response-time standards.
- Prioritized calls using established protocols, ensuring appropriate resource allocation during emergencies.
- Maintained clear, calm communication with callers, providing instructions and support until responders arrived.
- Accurately documented call details and incident reports to support emergency response and recordkeeping.
Customer Service Representative
Teleperformance USA
05.2013 - 08.2019
- Maintained a 95% customer satisfaction score for over six years consistently delivering high-quality customer support.
- Exceeded call resolution , first-call resolution, and productivity targets, helping improve customer retention and repeat business.
- Handled high-volume inbound and outbound calls efficiently while meeting quality assurance and compliance standards.
- Adapted quickly to new systems, polices, and workflows, supporting team and organizational goals.
Education
High School Diploma -
Early County High School
Blakely, GASkills
- Patient Registration & Insurance Verification
- HIPPA Compliance & Secure Information Handling
- Customer Service & De-escalation
- Data Entry & Documentation Accuracy
- Call Center Operations
- Team Training & Performance Coaching
- Scheduling & Patient Flow Coordination
- Verbal & Written Communication
Timeline
Patient Access Representative
Miller County Hospital
04.2025 - 01.2026
Senior Customer Service Agent
Customer Elation
02.2023 - 07.2025
Customer Service Manager
Hibbet Sports
01.2021 - 01.2023
911 Dispatcher
Southwest Georgia Regional 911
11.2019 - 10.2022
Customer Service Representative
Teleperformance USA
05.2013 - 08.2019
High School Diploma -
Early County High School