Kathleen Williamson
Saint Clair Shores,MI
Summary
Dynamic and detail-oriented professional with extensive experience as a Front Desk Medical Receptionist at Henry Ford Hospital. Expert in patient scheduling and insurance verification, enhancing patient satisfaction through exceptional customer service. Proven ability to manage high-volume calls while ensuring HIPAA compliance, contributing to streamlined office operations and improved patient experiences. Serves as first point of contact for patients by verifying insurance, handling paperwork and preparing records. Proven background in managing front desk operations for medical facilities. Efficiently handled patient check-ins while maintaining accurate records and coordinating appointments. Demonstrated strong multitasking abilities and exceptional communication skills.
Overview
33
33
years of professional experience
Work History
Front Desk Medical Receptionist
Henry Ford Hospital
11.2022 - Current
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Handled financial transactions related to copayments or self-pay fees while adhering to company policies regarding payment collection.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Increased accuracy in data entry tasks by regularly updating patient demographics and insurance information.
- Enhanced patient satisfaction by consistently providing friendly and efficient service at the front desk.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Assisted with insurance verification tasks, expediting the billing process for both patients and providers.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Improved office efficiency by organizing and maintaining accurate patient files and records.
- Facilitated smooth office operations by managing multi-line phone systems and directing calls to appropriate staff members.
- Expedited patient registration processes by gathering necessary paperwork from new arrivals promptly upon their arrival at the front desk.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Reduced errors in medical recordkeeping by meticulously reviewing documentation for accuracy before filing or distributing it.
- Assisted patients experiencing difficulties navigating online patient portal, troubleshooting issues and providing guidance as needed.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Assisted with medical coding and billing tasks.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Prepared and processed patient referrals and transfer requests.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Obtained payments from patients and scanned identification and insurance cards.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Hospital Patient Liason
Ascension St. John Hospital
12.2021 - 11.2022
- Managed sensitive patient information with strict adherence to HIPAA guidelines, ensuring confidentiality at all times.
- Trained new Patient Liaison staff members, ensuring they were well-equipped to provide exceptional service and support to both patients and healthcare teams.
- Conducted regular follow-up calls with discharged patients to monitor progress and provide additional support as needed.
- Coordinated special events for patients and their families, fostering a sense of community within the healthcare setting.
- Evaluated feedback from both patients and staff members in order to identify areas requiring further attention or improvement efforts.
- Served as a primary point of contact for patients, addressing inquiries about medical services, insurance coverage, and appointment scheduling efficiently.
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions in a professional manner.
- Promoted patient advocacy by identifying barriers to care access and recommending appropriate resources or interventions.
- Ensured positive patient experiences by maintaining a welcoming and supportive environment at the facility.
- Provided emotional support to patients facing difficult diagnoses or life-altering medical conditions, offering compassion during vulnerable moments.
- Streamlined communication between patients, healthcare providers, and administrative staff for improved care coordination.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Facilitated communication between patients and various departments and staff.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
Personal Banker Officer
Huntington National Bank
01.2012 - 11.2022
- Assisted customers in navigating online banking platforms, increasing their comfort level with digital transactions.
- Maintained compliance in all transactions, adhering to bank policies and regulatory requirements.
- Handled cash transactions accurately, maintaining proper security measures to prevent theft or fraud incidents.
- Resolved complex account issues through diligent research and prompt communication with clients.
- Exceeded sales goals with proactive cross-selling of bank products and services to meet client needs.
- Conducted financial reviews with clients, identifying opportunities for product upgrades or additional services.
- Streamlined account opening processes for increased efficiency and reduced wait times for clients.
- Built strong relationships with clients, resulting in increased loyalty and retention rates.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Responded to customer inquiries regarding new accounts and account services.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Presented new and additional products and services to existing customers.
- Explained account terms and conditions to customers.
- Activated new accounts and issued customer identification numbers.
- Processed customer payments and account setup charges.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Collaborated with team members to achieve branch targets while maintaining high levels of customer service.
Teller Manager
Citizens Bank
02.2004 - 02.2011
- Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
- Maintained a high level of accuracy in transaction processing through rigorous attention to detail and adherence to established protocols.
- Performed teller, personal banker and [Type] functions during high-volume business periods to offer expeditious service to customers.
- Boosted sales of bank products and services by training tellers in effective cross-selling techniques.
- Managed risk exposure by promptly identifying suspicious activities or transactions and reporting them according to established protocols.
- Improved customer satisfaction by efficiently addressing and resolving account-related inquiries.
- Enhanced branch security by implementing strict cash handling procedures and monitoring staff adherence to guidelines.
- Ensured compliance with federal regulations and bank policies by conducting regular audits of teller transactions and cash drawers.
- Ensured a professional and welcoming atmosphere at all times by maintaining a clean, organized workspace and promoting adherence to dress code standards among staff members.
- Facilitated smooth transitions during periods of change by effectively communicating new processes and expectations to team members.
- Increased employee retention by providing ongoing coaching, feedback, and professional development opportunities for teller staff.
- Enhanced the overall customer experience with personalized service tailored to individual needs and preferences.
- Contributed to the achievement of branch sales goals through targeted marketing efforts focused on attracting new customers while retaining existing clientele.
- Streamlined daily operations by developing and implementing efficient scheduling, task delegation, and performance tracking systems.
- Reduced operational costs by identifying areas for improvement in workflow efficiency and resource allocation.
- Interviewed and hired teller candidates to promote adequate staff coverage during operating hours.
- Trained new employees in cash handling procedures, bank policies and [Type] to promote compliance with established standards.
- Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations.
- Complied with established internal controls and policies.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Utilized financial software to prepare consolidated financial statements.
- Supported financial director with special projects and additional job duties.
Hair Stylist
Stylin Station
05.1992 - 05.2003
- Built a loyal clientele through exceptional customer service and attention to detail in styling techniques.
- Processed payments, entering sales in register for prompt customer service.
- Enhanced client satisfaction by providing personalized haircuts, styling, and color services.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Conducted thorough consultations with each client before beginning any service, ensuring clear communication regarding desired outcomes.
- Successfully managed a high volume of clients during peak hours while maintaining a calm and efficient demeanor.
- Educated customers on products to maximize benefits.
- Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
- Increased salon revenue by upselling products and additional treatments during appointments.
- Resolved guest complaints about service or style.
- Counted and documented opening and closing cash amounts daily.
- Determined appropriate hair treatments based on conditions and textures.
- Organized sales area and work station to showcase products and boost sales.
- Mixed pigments and used proper techniques to achieve desired color.
- Streamlined appointment scheduling system, resulting in reduced wait times and increased client retention rates.
- Organized and participated in local beauty events, enhancing salon's community presence.
- Maintained clean and organized work station, complying with health and safety standards.
- Provided exceptional customer service, ensuring client satisfaction and repeat business.
Education
High School Diploma -
Clintondale High School
Clinton Township, MI05-1985
Skills
- Patient scheduling
- Appointment management
- Insurance verification
- Patient registration
- HIPAA compliance
- Payment collection
- Patient relations
- Mail management
- Call handling
- Point-of-sale system
- Check-in management
- Telephone etiquette
- Front desk operations
- Appointment scheduling
- HIPAA guidelines
- Reminder calls
- Proficient in [software]
- Patient callbacks
- Insurance verifications
- Patient reception management
- Typing and filing
- Co-payment collection
- Customer service
- Problem-solving
- Administrative support
- Clerical support
- Calendar and appointment management
- Patient health information Access
- Documentation and recordkeeping
- Insurance authorizations
- Collaboration and teamwork
- Cash handling
- Supply ordering
Timeline
Front Desk Medical Receptionist
Henry Ford Hospital
11.2022 - Current
Hospital Patient Liason
Ascension St. John Hospital
12.2021 - 11.2022
Personal Banker Officer
Huntington National Bank
01.2012 - 11.2022
Teller Manager
Citizens Bank
02.2004 - 02.2011
Hair Stylist
Stylin Station
05.1992 - 05.2003
High School Diploma -
Clintondale High School
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