Karly Kujala
Patient Liaison
Lake Forest,IL
Summary
A results-driven and customer-focused professional with over 15 years of experience in customer service, including extensive work in healthcare. Currently pursuing a Bachelor's degree in Computer Science, eager to leverage strong interpersonal skills, healthcare experience, and technical acumen to contribute to a dynamic team. Seeking opportunities where I can bridge my passion for customer service with technical solutions.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work History
Patient Liaison
Northwestern Medicine
Lake Forest, IL
10.2023 - Current
- Served as the primary point of contact for patients, providing assistance and support throughout their healthcare journey
- Effectively communicated with patients to gather necessary information, answer questions, and address concerns
- Coordinated appointments and scheduled follow-up visits, ensuring timely access to healthcare services
- Maintained accurate patient records and updated electronic health systems with relevant information
- Collaborated with medical staff to ensure seamless coordination of care for patients
- Provided guidance and education to patients regarding treatment plans, medications, and post-care instructions
- Advocated for patients' needs by liaising between them and healthcare providers or insurance companies
- Assisted in obtaining authorizations for medical procedures or referrals as required by insurance providers
- Managed patient inquiries via phone calls, emails, or in-person interactions in a professional manner
- Resolved conflicts or issues that arose during the course of patient care through effective problem-solving skills
- Ensured compliance with privacy regulations such as HIPAA when handling sensitive patient information
- Participated in team meetings to discuss patient cases, share updates, and collaborate on treatment plans
- Contributed to quality improvement initiatives by identifying areas for enhancement in the patient experience
- Implemented strategies to improve communication between patients and healthcare providers for better outcomes
- Developed strong relationships with patients based on trust, empathy, and respect
- Assessed patient satisfaction levels through surveys or feedback forms; implemented improvements based on results
- Supported the implementation of new technologies or software systems related to patient management
- Collaborated with other departments (e.g., billing department) to resolve any financial concerns raised by patients
- Informed patients about available resources such as support groups or community programs related to their condition
- Demonstrated excellent interpersonal skills when dealing with patients from diverse backgrounds or with different needs
- Ensured a welcoming and comfortable environment for patients, addressing any concerns related to facilities or amenities
- Assisted in the coordination of patient education programs or workshops on topics such as disease management
- Maintained a high level of professionalism and confidentiality in all interactions with patients and their families
- Collaborated with healthcare providers to develop personalized care plans based on individual patient needs
Patient Service Representative
Northwestern Medicine
Grayslake , Illinois
07.2020 - Current
- Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
- Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
- Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors
- Maintained accurate patient records by updating personal information, medical history, and treatment plans in the electronic health record system
- Addressed patient concerns and resolved issues promptly and professionally, escalating complex matters to appropriate departments when necessary
- Assisted with the check-in process by verifying patient demographics, collecting co-payments, and explaining office policies
- Educated patients on available financial assistance programs and facilitated enrollment processes to ensure access to affordable healthcare services
- Managed incoming/outgoing correspondence such as emails, faxes, and mailings related to patient inquiries or requests for medical records
- Performed administrative tasks including filing documents, organizing charts, ordering supplies, and maintaining cleanliness of the reception area
- Trained and mentored all new incoming patient representatives, ensuring they were well-versed in office protocols, patient communication, and operation procedures. This involved creating training materials, conducting hands-on training sessions, and providing ongoing support for new staff
Cash Office Associate/Customer Service
Heinen's Grocery Store
Lake Forest, Illinois
10.2016 - Current
- Responsible for balancing cash registers from the previous day, ensuring accuracy in cash handling and reconciling discrepancies.
- Managed the store’s cash supply, including ordering cash and coins, and ensuring sufficient funds for operations.
- Ran daily accounting reports, analyzing cash flows and sales data to ensure proper cash management.
- Deposited checks and handled cash transactions, ensuring compliance with company policies and local regulations.
- Ordered office supplies and managed inventory for the store’s administrative needs.
- Corrected employee timecards on Kronos, ensuring accurate payroll processing and resolving timekeeping discrepancies for all store employees.
- Supervised a team of cashiers and front-end associates, ensuring smooth day-to-day operations at the store’s front-end.
- Managed cash handling procedures, ensuring registers balanced and discrepancies were promptly resolved.
- Trained and mentored new front-end associates, providing support with register operation, customer service, and store policies.
- Handled customer service issues, ensuring all customer concerns were addressed in a professional and timely manner.
- Assisted with scheduling shifts, managing breaks, and maintaining adequate staffing levels during peak hours.
- Collaborated with store management to implement process improvements, reducing customer wait times and improving front-end efficiency.
Key Holder
George's Gyros
10.2014 - 10.2016
- Responsible for opening and closing the restaurant, ensuring the establishment was ready for service and securely closed at the end of the day.
- Managed inventory, tracked supplies, and placed orders for ingredients and restaurant supplies to maintain stock levels.
- Handled cash and electronic payments, ensuring all transactions were processed accurately and securely.
- Ensured all employees adhered to safety and sanitation guidelines, conducting routine checks and enforcing proper food handling and cleaning procedures.
- Created and managed weekly work schedules for staff, ensuring adequate coverage during busy periods.
- Substituted for managers as needed, handling operational issues and customer concerns in the absence of senior leadership.
- Trained and supported new team members, helping them learn restaurant procedures, customer service techniques, and kitchen operations.
- Managed bank deposits, point of sale drawers, and the safe to ensure proper cash flow and secure handling of funds.
Education
Bachelor of Science - Computer Science
Southern New Hampshire University
Hooksett, NH 07.2022 - 07.2026
High School Diploma -
Warren Township High School
Gurnee 08.2004 - 05.2008
Skills
Data entry proficiency
Assertiveness
Patient check-in
Registration management
EMR
Patient identity verification
Formularies
Complaint processing
Admitting coordination
Document filing
Problem-solving abilities
Multitasking
Multitasking Abilities
Reading, Spending time with my family, Animal lover with 3 dogs and 2 cats, love to play video games
In my spare time outside of working and doing school work I love to read. This year alone I have read over 200 books. I love spending time with my 14 year old son and my partner of 11 years. I am and animal lover with three dogs Odin, Loki, and Petal. I also have two cats Nebula and Luna.
Timeline
Patient Liaison
Northwestern Medicine
10.2023 - Current
Bachelor of Science - Computer Science
Southern New Hampshire University
07.2022 - 07.2026
Patient Service Representative
Northwestern Medicine
07.2020 - Current
Cash Office Associate/Customer Service
Heinen's Grocery Store
10.2016 - Current
Key Holder
George's Gyros
10.2014 - 10.2016
High School Diploma -
Warren Township High School
08.2004 - 05.2008
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