KATHLEEN KIRBY
Spartanburg
Summary
Dynamic professional with extensive experience in customer service and safety compliance at Cleveland Clinic. Maintains high standards of professionalism and attention to detail in fast-paced environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Security Officer
Allied Universal Securities
12.2024 - Current
- Maintained a secure environment by monitoring premises and responding to incidents effectively.
- Responded to alarms and disturbances promptly, assessing situations and taking appropriate actions.
- Maintained accurate records of all security activities, ensuring thorough documentation for future reference.
Security Officer
Inner Parrish Security Company
07.2024 - 12.2024
- Monitored premises and conducted regular patrols to ensure the safety and security of property and personnel.
- Engaged with staff and visitors to promote a safe environment and provide assistance when needed.
Front Desk Agent
Best Western Spartanburg Northwest
Spartanburg
06.2023 - 06.2024
- Provided exceptional customer service by promptly addressing guest inquiries and resolving issues to ensure a positive experience.
- Managed check-in and check-out processes efficiently, maintaining accurate records and ensuring adherence to hotel policies.
- Coordinated with housekeeping and maintenance teams to ensure readiness of rooms and facilities for guests.
- Processed payments and handled cash transactions with precision, contributing to financial accuracy and accountability.
- Handled multi-line phone systems efficiently, directing calls and taking messages as needed.
Front Desk Agent
Best Western Plus
Wooster
02.2020 - 05.2023
- Delivered exceptional customer service to guests, ensuring a welcoming and positive experience upon arrival.
- Managed check-in and check-out processes efficiently, streamlining operations and minimizing wait times.
- Handled guest inquiries and complaints with professionalism, resolving issues promptly to enhance satisfaction.
- Coordinated with housekeeping and maintenance departments to ensure rooms were ready and met quality standards.
- Trained and mentored new front desk staff, fostering a collaborative team environment.
- Developed and maintained knowledge of local attractions and services, providing recommendations to guests.
- Maintained a professional appearance and demeanor, representing the hotel's brand and values.
- Engaged with guests to gather feedback and improve service offerings based on their experiences.
Front Desk Manager
Econo Lodge
Wooster
01.2018 - 01.2020
- Oversaw daily front desk operations, ensuring high standards of customer service and satisfaction.
- Managed guest inquiries and complaints, resolving issues promptly to maintain positive guest experiences.
- Coordinated with housekeeping and maintenance teams to ensure timely room readiness and safety compliance.
- Analyzed guest feedback and performance metrics to identify areas for improvement and implement effective solutions.
- Conducted regular audits of front desk procedures to ensure compliance with company standards and regulations.
- Monitored online reviews and social media platforms to maintain the hotel's reputation and address concerns.
- Managed billing and invoicing processes, ensuring accuracy and timely delivery of financial statements.
Certified Sterile Processing Technician/Team Leader
Cleveland Clinic
Wooster
04.2011 - 03.2016
- Designed and implemented department manual for Sterile Processing.
- Oversaw the sterilization process of surgical instruments, ensuring compliance with safety and quality standards.
- Implemented and maintained quality assurance protocols that resulted in a 20% reduction in instrument contamination rates.
- Conducted training sessions for new staff on sterilization techniques and best practices, improving team performance and adherence to protocols.
- Managed inventory of surgical instruments and supplies, ensuring adequate stock levels to meet operational demands.
- Utilized sterilization equipment such as autoclaves and washer-disinfects, performing routine maintenance and troubleshooting as needed.
- Monitored and documented sterilization cycles, ensuring accurate record-keeping for compliance audits.
- Participated in continuous education and professional development to stay current with industry standards and advancements.
- Engaged in regular inspections of sterile storage areas to ensure adherence to cleanliness and organization standards.
- Maintained a comprehensive understanding of infection control procedures and their application within the sterile processing environment.
- Provided exceptional customer service to surgical staff, addressing concerns and ensuring their needs were met promptly.
Denial Database Representative
Cleveland Clinic
Wooster
02.2009 - 04.2011
- Managed daily operations of the denial database, ensuring accuracy and timely updates.
- Utilized advanced data management software to track and report on denial metrics, enhancing overall operational efficiency.
- Provided training and support to team members on best practices for data entry and denial management.
- Streamlined communication processes between departments to expedite the resolution of denied claims.
- Monitored and maintained high levels of data integrity within the denial database, addressing discrepancies promptly.
Patient Service Representative
Cleveland Clinic
Wooster
01.2006 - 02.2009
- Designed and implemented a Patient Service Representative manual for the pediatric office.
- Coordinated scheduling of patient appointments, optimizing calendar efficiency and reducing wait times by 20%.
- Responded to patient inquiries with professionalism, providing clear and concise information regarding services and appointments.
- Trained and mentored new staff on operational procedures and customer service protocols to improve team performance.
- Managed patient check-in and check-out procedures, contributing to a seamless flow of clinic operations.
- Assisted in resolving patient complaints and concerns promptly, fostering a positive environment and enhancing patient trust.
- Monitored and maintained compliance with HIPAA regulations, safeguarding patient privacy and confidentiality.
- Engaged in regular staff meetings to discuss operational challenges and collaboratively develop solutions.
- Maintained a clean and organized reception area, creating a welcoming atmosphere for patients and visitors.
Medical Records Supervisor
Cleveland Clinic
Wooster
12.2002 - 12.2005
- Oversaw the management of medical records, ensuring compliance with regulations and standards.
- Developed and enforced policies related to patient confidentiality and data security.
- Trained and supervised a team of medical records staff, fostering a culture of continuous improvement and professional development.
- Fostered a collaborative environment to encourage staff feedback and continuous improvement.
Education
Hospital Administration - Phoenix, United States
University Of Phoenix
Phoenix, United States01.2008
Physical Therapy - Mansfield, United States
The Ohio State University
Mansfield, United States01.1992
Skills
- Customer Service
- Safety Compliance
- Professionalism
- Problem-solving Skills
- Attention to Detail
- Time Management
- HIPAA Compliance
- Team Leadership
- Health Information Management
Certification
Certified Sterile Processing Technician
Timeline
Security Officer
Allied Universal Securities
12.2024 - Current
Security Officer
Inner Parrish Security Company
07.2024 - 12.2024
Front Desk Agent
Best Western Spartanburg Northwest
06.2023 - 06.2024
Front Desk Agent
Best Western Plus
02.2020 - 05.2023
Front Desk Manager
Econo Lodge
01.2018 - 01.2020
Certified Sterile Processing Technician/Team Leader
Cleveland Clinic
04.2011 - 03.2016
Denial Database Representative
Cleveland Clinic
02.2009 - 04.2011
Patient Service Representative
Cleveland Clinic
01.2006 - 02.2009
Medical Records Supervisor
Cleveland Clinic
12.2002 - 12.2005
Hospital Administration - Phoenix, United States
University Of Phoenix
Physical Therapy - Mansfield, United States
The Ohio State University