Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayla Condra

Gainesville

Summary

Motivated and goal-driven healthcare support professional with over 5 years of customer service experience, specializing in appointment coordination, patient communication, and insurance verification. Proven ability to lead, train, and inspire team members in high-volume call center environments. Recognized for developing efficient workflows and delivering excellent service with professionalism and empathy. Seeking a leadership opportunity to grow and contribute to a mission-driven organization.

Overview

6
6
years of professional experience

Work History

Service Team Coordinator

ChenMed
09.2023 - Current
  • - Deliver exceptional service by answering high-volume inbound calls from patients and scheduling provider appointments.
  • - Verify insurance accurately using Availity and adhere strictly to HIPAA compliance.
  • - Communicate with clinical and clerical teams via internal messaging systems.
  • - Successfully trained new agents, guiding them through workflow and shadow sessions to ensure complete role understanding.
  • - Recognized for building confidence and competency in new team members, resulting in smoother transitions and stronger retention.

Customer Service Representative

Weill Cornell Medicine
08.2022 - 09.2023
  • - Scheduled and confirmed patient appointments and consultations for multiple specialties.
  • - Assisted patients with appointment changes and provided preparation instructions for upcoming visits.
  • - Handled scheduling for both in-person and virtual visits while keeping records accurate across systems.
  • - Verified insurance, maintained HIPAA compliance, and ensured a high standard of customer service.
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and service quality.
  • Trained new team members on best practices for customer service protocols and system navigation.

Appointment Specialist

Cleveland Clinic
05.2021 - 03.2022
  • - Scheduled appointments for pediatric and adult medicine across multiple clinic locations, including internal medicine, orthopedics, and urgent care.
  • - Verified insurance electronically and ensured accurate appointment handling based on provider specialty and availability.
  • - Supported physician paging, appointment messaging, and appropriate call routing for clinical and nursing staff.
  • - Certified Trainer and informal Location Lead for the Port Saint Lucie team; provided onboarding and hands-on coaching to new hires and in-house Martin County reps.
  • - Designed and implemented a streamlined call center workflow adopted across the entire Port Saint Lucie team, resulting in improved scheduling efficiency and service quality.

Tutor

Renaissance Charter at PINES
10.2020 - 05.2021
  • - Provided academic support and homework assistance to students in a structured after-school program.
  • - Maintained accurate data entry and documentation for the 21st CCLC program using Microsoft Office.
  • - Supported smooth program execution by assisting in classroom and childcare management duties.
  • Developed individualized lesson plans to enhance student understanding and engagement in core subjects.
  • Monitored student progress, providing timely feedback and targeted interventions to support academic success.

Medical Receptionist

Global OBGYN
11.2019 - 10.2020
  • - Greeted and registered patients, scheduled appointments, and handled high-volume incoming calls.
  • - Managed insurance verification and billing processes using AthenaHealth software with 100% accuracy.
  • - Maintained HIPAA compliance by handling sensitive patient information with professionalism.
  • - Facilitated efficient communication between patients and providers, improving office workflow and satisfaction.
  • Trained and mentored medical reception staff on best practices and customer service techniques.
  • Coordinated patient referrals to ensure timely access to specialty care and services.
  • Managed accurate filing and organization of patient medical records to ensure compliance with regulations.

Education

High School Diploma -

McArthur High School
Hollywood, FL
01.2019

Skills

  • Workload balancing
  • Schedule management
  • Attention to detail
  • Data entry
  • Referral verification
  • EMR / EHR
  • HIPAA compliance
  • Staff training and development

Timeline

Service Team Coordinator

ChenMed
09.2023 - Current

Customer Service Representative

Weill Cornell Medicine
08.2022 - 09.2023

Appointment Specialist

Cleveland Clinic
05.2021 - 03.2022

Tutor

Renaissance Charter at PINES
10.2020 - 05.2021

Medical Receptionist

Global OBGYN
11.2019 - 10.2020

High School Diploma -

McArthur High School

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