Katy Dodd

Dynamic and seasoned Triage Manager with a specialized focus on a cutting-edge healthcare platform. Proven expertise in efficiently managing triage operations to enhance patient care and optimize resource allocation. Skilled in leveraging advanced features to streamline the patient intake process, ensuring accurate and timely assessment of medical needs. Adept at coordinating with healthcare professionals, including nurses and physicians, to facilitate seamless patient transitions and prioritize urgent cases for immediate attention. Experienced in implementing and refining triage protocols to align with industry standards and enhance the overall patient experience. Proficient in utilizing analytics to generate insightful reports, enabling data-driven decision-making for continuous process improvement.

• Counseled patients via telephone according to established guidelines and protocols, advising on provider-established plans of care.
• Obtained case history and gathered triage information to determine appropriate avenue for care.
• Scheduled appointments for patients not requiring emergency services but needing examination from provider and consulting directly with provider.
• Assisted in management of patient utilization of health care system and provided patient education relative to health care needs, use of community resources and responsibilities of membership in managed care.
• Suggested appropriate disposition to acting physicians based on assessment.

Dedicated and results-oriented professional with a proven track record in providing exceptional customer service within the comfort of a remote work environment. Possesses strong communication skills, a customer-centric approach, and a passion for resolving inquiries and issues promptly. Adept at utilizing various communication channels, including phone, email, and chat, to address customer needs and exceed service expectations. Proven ability to navigate complex situations with tact and diplomacy, ensuring customer satisfaction and retention. Proficient in utilizing customer relationship management (CRM) tools and maintaining detailed records for accurate follow-up and resolution. Demonstrates a commitment to continuous improvement, staying up-to-date with product knowledge and industry trends to enhance overall customer support effectiveness. Seeking to contribute these skills and experiences to a dynamic remote customer service position, fostering positive customer relationships and contributing to the success of the team and organization.

ighly skilled PQRS (Physician Quality Reporting System) Billing Specialist with a proven track record in managing billing processes and ensuring compliance with PQRS guidelines. Adept at interpreting and applying complex billing regulations, including CPT, ICD-10, and HCPCS codes, to accurately submit claims and facilitate prompt reimbursement. Demonstrated expertise in navigating billing software and electronic health record (EHR) systems to streamline billing workflows and reduce errors. Proven ability to collaborate with healthcare providers and internal teams to resolve billing discrepancies and enhance overall revenue cycle management. Possesses strong analytical skills for auditing and validating billing documentation to meet PQRS reporting requirements. Seeking a challenging role to leverage extensive PQRS billing experience, contribute to process optimization, and ensure financial success for healthcare organizations.

• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Met customer call guidelines for service levels, handle time and productivity.
• Researched and resolved billing discrepancies to enable accurate billing.
• Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.

Results-driven and detail-oriented professional with a comprehensive background in customer experience coordination and management. Proven success in overseeing end-to-end customer interactions, ensuring a seamless and positive journey. Demonstrated ability to develop and implement customer-centric strategies aimed at enhancing satisfaction, loyalty, and retention. Proficient in analyzing customer feedback and data to identify areas for improvement and implement targeted solutions. Experienced in leading cross-functional teams, providing guidance to optimize customer interactions and achieve service excellence. Skilled in utilizing customer relationship management (CRM) systems to monitor customer engagement, track performance metrics, and drive continuous improvement initiatives. Seeking a challenging Customer Experience Coordinator (Management) role to leverage leadership skills, foster a customer-centric culture, and contribute to the overall success and growth of the organizationOversaw front register operations and maintained exceptional levels of customer service in all interactions.

• Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
• Looked up orders, provided estimated arrival details and assisted with delivery logistics.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Cross-trained and backed up other customer service managers.