Kasandra Fritschow
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Patient Financial Counselor
Southwestern Medical Cener
06.2024 - Current
- Educated patients on financial assistance programs and eligibility criteria.
- Collaborated with healthcare teams to resolve billing inquiries and improve patient experience.
- Analyzed patient accounts to identify discrepancies and initiate corrective actions.
- Facilitated patient authorization processes to ensure timely access to medical services.
- Reviewed and analyzed clinical information to determine eligibility for services covered by insurance plans.
- Collaborated with healthcare providers to gather necessary documentation for authorization requests.
- Mentored junior counselors on best practices for patient interactions and financial assessments.
- Negotiated payment plans with patients, maintaining a high rate of successful payments.
- Leveraged advanced problem-solving skills to address complex cases involving multiple payers or coordination of benefits.
- Developed customized payment solutions based on individual patient needs, promoting long-term account sustainability.
- Facilitated timely resolution of outstanding balances by connecting patients with appropriate resources and support.
- Collaborated with medical staff to ensure accurate billing codes and minimize claim denials.
Patient Financial Counselor
Cancer Centers of Southwest Oklahoma
06.2023 - 04.2024
- Assessed patient financial needs to determine eligibility for assistance programs.
- Collaborated with insurance representatives to resolve coverage inquiries and claims issues.
- Facilitated communication between patients and healthcare providers to streamline financial processes.
- Explained financial responsibilities for services received, payment options and collection procedures to patients or parties responsible for payment.
- Notified manager, physician and servicing department of possible delay of service for any elective, urgent admissions, procedures and scheduled diagnostic testing which have not been approved prior to the date of service.
- Maintained accurate documentation of pre-processing information.
- Provided assistance to uninsured patients and families in completing and filing Medicaid or assistance program applications with the appropriate agency.
- Worked with hospitals third party vendors to assure patients do not qualify for financial assistance before offering charity.
- Counseled patients regarding insurance benefits and recommend alternative sources of payment and financial assistance when appropriate.
- Contacted insurance carriers or other sources and act as an advocate for the patient.
Patient Access Representative
Comanche County Memorial Hospital
01.2021 - 06.2023
- Provide navigational assistance for patients upon checking them in to ensure they get to the next location properly or upon them being lost.
- Managed patient admissions and registration processes to ensure accurate data collection.
- Trained new staff on systems and procedures to enhance team efficiency and service quality.
- Reviewed insurance information for accuracy, ensuring compliance with billing regulations and protocols.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Cross-trained in the following Patient Registration locations upon rotation, Women's Imaging, Surgicare, Patient Access, and GI Lab.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
Technical Support Agent
Asurion Call Center
07.2018 - 01.2021
- Resolved complex technical issues for customers through effective troubleshooting and problem-solving techniques.
- Provided exceptional customer service, ensuring timely responses to inquiries and issues via multiple communication channels.
- Implemented knowledge base updates based on frequently asked questions, promoting self-service options for customers.
- Enhanced customer satisfaction by providing timely and effective technical support for inbound inquiries.
- Adapted quickly to changes in technology platforms, proactively updating personal skill sets accordingly to maintain a high level of service quality.
- Contributed to positive team morale by consistently demonstrating professionalism and commitment to excellence in all aspects of work performance.
- Balanced the needs of both individual customers and the wider organization by managing time and resources effectively, ensuring optimal outcomes for all parties involved.
- Resolved complex technical issues with clear communication and a customer-centric approach, resulting in higher customer retention rates.
- Guided customers through step-by-step problem-solving techniques, ensuring successful issue resolution while maintaining excellent rapport.
- Managed multiple priorities effectively, ensuring all customers received prompt attention and accurate assistance.
- Achieved high levels of customer satisfaction by quickly identifying root causes of technical problems and implementing efficient solutions.
- Handled challenging customer situations with empathy and professionalism, turning potentially negative experiences into opportunities for relationship building.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Met or exceeded performance targets consistently through diligent adherence to established protocols and procedures for technical support delivery.
Customer Service Representative
Verizon Call Center
02.2018 - 07.2018
- Resolved customer inquiries through active listening and effective communication techniques.
- Assisted customers with order processing and troubleshooting issues across multiple platforms.
- Maintained detailed records of customer interactions to enhance service delivery quality.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Detailed payment options and explained price, receipt and billing details to customers.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
Operations Group Leader
Shoe Metro
03.2017 - 02.2018
- Led team in achieving operational efficiency through process improvements and workflow optimization.
- Trained and mentored new staff, fostering a collaborative team environment and enhancing productivity.
- Implemented training programs that improved staff performance and reduced onboarding time for new hires.
- Coordinated cross-departmental collaboration to streamline communication and improve service delivery standards.
- Led by example, demonstrating commitment to the company''s mission and consistently delivering high-quality work.
- Monitored group performance on a regular basis, analyzing data and trends to identify areas for improvement.
- Delegated tasks strategically and monitored progress for timely completion.
- Monitored team performance to identify productivity improvement opportunities.
- Mentored team members to enhance their skillsets, resulting in higher-quality work and improved job satisfaction.
- Supported staff with developing professional skills and abilities, uplifting team performance.
- Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments.
- Established clear goals and expectations for the team, promoting accountability and fostering a high-performance culture.
- Attended staff development meetings and workshops and applied information from those events into daily activities.
- Developed and executed training programs, elevating team skills and performance.
- Managed complex projects to successful completion, ensuring alignment with organizational goals and deadlines.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
Product Lister
ShoeMetro
05.2016 - 03.2017
- Developed accurate product listings for diverse shoe inventory, enhancing online visibility and customer engagement.
- Conducted quality checks on product images and descriptions, maintaining consistency across multiple listings.
- Trained new team members on listing procedures and best practices, fostering a collaborative work environment.
- Mentored junior staff in effective listing techniques, contributing to overall team productivity and accuracy improvements.
- Supported company growth by maintaining an up-to-date catalog that reflected changes in inventory levels or supplier offerings.
- Reduced instances of returns by ensuring accurate representation of products through detailed descriptions, specifications, and high-quality images.
- Inspected and recorded discards into the IRT spreadsheet
- Inspected and recorded returned merchandise
- Identified purchased items from warehouse for shipping
- Packed and labeled purchased merchandise to be shipped
Sales Associate
Animal City Pet Center
09.2012 - 06.2016
- Trained and mentored new team members on sales techniques and customer service standards.
- Implemented merchandising strategies that enhanced product visibility and increased sales engagement.
- Developed strong customer relationships through personalized service and effective communication.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty retention.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Educated customers on correct care and maintenance for their new or existing pets
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
- Fostered positive shopping environment, greeting customers warmly and providing personalized assistance.
- Streamlined checkout process, reducing wait times and improving customer satisfaction.
- Handled customer complaints with empathy and patience, resolving issues to maintain positive store reputation.
- Utilized product knowledge to make recommendations, tailoring suggestions to customer needs.
- Supported store management in planning and executing seasonal promotions and sales events.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Education
High School Diploma -
Riverdale High School
Murfreesboro, TN05-2012
Skills
- Task prioritization
- Reliability and dedication
- Organized and detail oriented
- Analytical thinking
- Continuous improvement
- Adaptability and flexibility
- Punctual and hardworking
- Goal setting
- Multitasking Abilities
- Problem-solving
- Teamwork and collaboration
- Excellent communication
Timeline
Patient Financial Counselor
Southwestern Medical Cener
06.2024 - Current
Patient Financial Counselor
Cancer Centers of Southwest Oklahoma
06.2023 - 04.2024
Patient Access Representative
Comanche County Memorial Hospital
01.2021 - 06.2023
Technical Support Agent
Asurion Call Center
07.2018 - 01.2021
Customer Service Representative
Verizon Call Center
02.2018 - 07.2018
Operations Group Leader
Shoe Metro
03.2017 - 02.2018
Product Lister
ShoeMetro
05.2016 - 03.2017
Sales Associate
Animal City Pet Center
09.2012 - 06.2016
High School Diploma -
Riverdale High School
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