Katie Smiley
Port Orchard,WA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Patient Access Representative
Conifer Health
Silverdale, WA
12.2023 - Current
- Greeted patients and visitors in a courteous and professional manner.
- Verified insurance coverage for services provided by the facility.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Collected co-pays and other payments from patients at time of service.
- Scanned documents into electronic medical records system.
- Ensured accuracy of all data entered into computer system.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Assisted with preparing daily cash reports for accounting department.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Assembled registration paperwork and placed identification bands on patient.
- Explained policies, procedures and services to patients.
- Collaborated with clinical and administrative staff to meet patient needs.
Remote Call Center Training Instructor
Holland America line
Seattle, WA
12.2022 - 11.2023
- Developed and delivered training programs to staff in the company's policies and procedures.
- Facilitated group discussions with trainees to ensure understanding of course material.
- Conducted assessments of trainee performance, providing feedback on areas for improvement.
- Created content for online courses utilizing various software platforms and multimedia tools.
- Provided guidance to trainees on best practices related to their job roles.
- Monitored progress of trainees during classes, adjusting instruction accordingly to maximize learning outcomes.
- Collaborated with subject matter experts to develop new training initiatives tailored to specific needs of organization.
- Organized and maintained records of attendance, grades, evaluations and other pertinent data related to training sessions.
- Evaluated effectiveness of training programs by collecting feedback from participants and making necessary modifications when needed.
- Maintained a positive learning environment through effective classroom management techniques.
- Instructed students using a variety of methods such as lectures, demonstrations, role playing exercises and hands-on activities.
- Managed administrative tasks associated with running the class including scheduling meetings or events.
- Helped over 100 participants reach educational goals.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Created tests, exercises and role-plays for courses to verify competency.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Worked with subject matter experts to validate relevancy of content.
- Collaborated with internal business partners to create industry-specific course content.
- Participated and attended meetings or seminars to obtain information for use in training programs or to inform management of training program status.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Evaluated outlines, texts and handouts prepared by other instructors.
Key Account Representative (Remote)
Holland America Line
Seattle, WA
07.2021 - 12.2022
- Cultivated relationships with clients by providing regular updates on product developments, pricing changes, and other relevant information.
- Provided technical support to customers regarding use of products and services.
- Collaborated with cross-functional teams to develop creative solutions for customer issues.
- Managed all aspects of client relations including responding promptly to inquiries and resolving complaints quickly.
- Maintained good rapport with customers and internal departments by proactively handling complex customer issues.
Reservation Agent (Remote)
Holland America line
Seattle, WA
06.2016 - 07.2021
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Provided customers with information on hotel services, amenities, and packages.
- Processed customer payments for reservations over the phone.
- Scheduled reservation requests and maintained accurate records of bookings.
- Verified customer information including contact details and payment method.
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
- Resolved guest complaints by providing exceptional customer service.
- Ensured all reservations were properly documented in the system.
- Provided support to other departments when needed.
- Upsold additional services such as dining options, spa treatments.
- Identified opportunities for cross-selling other products or services.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
Education
G.E.D -
Port Angeles High School
Port Angeles, WA06.2005
Skills
- Insurance company knowledgeable
- Customer Service
- Multitasking and Organization
- Quality Assurance
- Insurance Verification
- HIPAA Compliance
- Training Coordination
- Registration and Admissions
- Phone and Email Etiquette
- System Updating
- Money Handling
- Patient Registration
- Team Collaboration
- Call Screening
- Information Collection
- Technical Support
- Complaint resolution
- Data Entry
- Payment Processing
- Call Control
- Data Gathering
- Proficiency in Excel software
- 45 WPM
- Interpersonal Skills
- Call Center Operations
Timeline
Patient Access Representative
Conifer Health
12.2023 - Current
Remote Call Center Training Instructor
Holland America line
12.2022 - 11.2023
Key Account Representative (Remote)
Holland America Line
07.2021 - 12.2022
Reservation Agent (Remote)
Holland America line
06.2016 - 07.2021
G.E.D -
Port Angeles High School
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