Kayla Kerlec

• Collaborate with the employer to develop innovative solutions for addressing social determinants of health in the community

• Developed comprehensive training programs to improve team members'' skills and overall performance.
• Collaborate with healthcare providers to develop and implement strategies to address social determinants of health for our members
• Ensuring members have all necessary information to make informed decisions regarding their healthcare

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Educated and evaluated clinical and support staff regarding care quality management regulations and standards of care.
• Established performance and service goals and held associates accountable for individual performance.
• Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
• Introduced key performance objectives and regularly tracked team progress, motivating employees to strive for excellence in their roles.

• Schedule appointments, Referrals, Check Insurance
• Accurately processed payments and balanced daily cash drawer, maintaining financial integrity at the front desk.
• Maintained an organized, welcoming lobby area to create a positive first impression for visitors.
• Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
• Resolved guest issues promptly, resulting in increased customer satisfaction ratings.
• Trained new employees on front desk procedures, contributing to a well-prepared team.
• Handled phone calls and inquiries professionally, directing callers to appropriate departments as needed.

• Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
• Managed a high volume of client requests, ensuring timely and effective service delivery.
• Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
• Resolved customer complaints and issues to drive satisfaction and loyalty.
• Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.