Kayla Redden
Florissant,MO
Summary
Dependable Patient Navigator serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Professional Patient Navigator committed to long-term patient support and comprehensive education. Successful at patient advocacy and breaking through barriers with clients. Compassionate with an understanding of insurance processes. Adept at patient and family education and paying attention to details. Successful at building relationships with clients.
Overview
8
8
years of professional experience
Work History
Patient Navigator
Mercy Virtual Care Center
07.2022 - Current
- Followed document protocols to safeguard confidentiality of patient records.
- Consulted with medical staff and ancillary department to eliminate barriers to delivery of care and identified service delivery problems and potential for patient management intervention.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Responded to inquiries by directing calls to appropriate personnel.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Provided excellent customer service to patients and medical staff.
- Facilitated communication between patients and various departments and staff.
- Trained new staff on filing, phone etiquette and other office duties.
- Verified patient PCP affiliation with Mercy and entered patient information into system.
- Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
- Mange over 50 patient calls per shift.
Therapy Services Technician
Mercy Therapy Services
03.2022 - 07.2022
- Evaluated systems according to predetermined checklist and noted issues.
- Checked physical therapy supplies, assisting with ordering and restocking.
- Assisted physical therapists with patient examinations using manual therapy techniques and therapeutic exercise instruction.
- Helped independent patients with specific stretching and strengthening programs.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Communicated with physicians to provide updates on patient care.
- Prepared for sessions by setting up patient treatment areas and equipment.
- Utilized gait belts, lifts, or slings to safely move and transfer patients.
- Maintained cleanliness and sanitation of clinic, equipment, and treatment environment.
Service Desk Lead
The Home Depot Inc
08.2020 - 03.2022
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Resolved issues on initial call 95% of time using internal knowledge base, troubleshooting skills, experience and team resources.
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.
- Worked with customers while accessing, reading and inputting information into numerous applications.
- Maintained composure and patience in dealing with aggressive customers.
- Updated information and details of calls and inquiries in customer service database for future reference.
- Resolved payment issues efficiently to improve customer satisfaction and loyalty.
- Generated summaries on issues, refunds and replacements, sending detailed updates to customers.
- Relayed customer feedback, highlighting improvement opportunities to future product, marketing and customer support initiatives.
- Assisted over 100 customers per shift.
Ambassador
Noodles & Company
02.2019 - 03.2020
- Collaborated with teammates to create positive environment for customers.
- Maintained clean and orderly kitchen with regular attention to checklists.
- Supported kitchen quality initiatives by following nutrition, safety and sanitation guidelines.
- Prepared simple salads and common entrees.
- Operated kitchen tools safely and used great knife skills to quickly prepare ingredients.
- Followed chef prep lists and last-minute orders to help team meet customer needs.
- Handled basic reductions and parboiling without supervision.
- Organized and labeled stock of ingredients to maintain needed inventory levels.
- Prepped vegetables and ingredients by washing, chopping and dicing.
- Helped train and develop new talent.
- Dressed, seasoned and garnished appetizers and salads to prepare for food service.
- Modified standard recipes to account for ingredient issues, customer requests or substitutions for allergen concerns.
- Assisted with dining room tasks by removing soiled dishes during meal service and returning to kitchen for washing.
- Served and satisfied over 30 customers per shift.
Server and Cashier
Bandanas BBQ
01.2016 - 01.2019
- Maintained order and cleanliness of work areas to conform with health codes.
- Enforced staff performance and service standards to deliver consistent and positive customer experiences.
- Cross-trained in other kitchen positions to support team and meet customer needs.
- Kept food storage and preparation equipment in good working order to maximize safety and cost-efficiency of operations.
- Gathered ingredients and cleaned and cut food items to prep recipes.
- Received food orders from individuals and explained offerings.
- Stored perishable food items in freezer or refrigerator to protect from spoilage.
- Followed recipes and customer requests to prepare high-quality, delicious meals.
- Washed, peeled, and seeded fruits and vegetables.
- Updated displays, cases and other customer-facing areas to increase sales of special items.
- Checked and recorded refrigerator and freezer temperatures daily to verify proper working conditions.
- Maximized food quality by closely monitoring shipments, preparation and food handling by team members.
- Served over 50 customers per shift.
Education
Bachelor of Science - Health Sciences
Tennessee State University
Nashville, TN05.2021
Associate of Science - Pre-Physical Therapy
Mineral Area College
Park Hills, MO05.2018
Skills
- Error Detection
- Customer Service
- Microsoft Windows and Office
- Organizational Skills
- Service Schedule Coordination
- Multitasking and Prioritization
- Resolving Problems and Incidents
- Attention to Detail
- Help Desk Support
- Problem Solving
- Friendly and Patient
- Patient Health Information Access
- Medical Terminology
- Active Listening
- Medical Software Use
- Appointment Confirmation
- Professional Bedside Manner
- Outbound Calling
- Improve Patient Care
- Reliability and Dedication
- Confidentiality
Accomplishments
- Promoted from part-time service desk associate to full-time Service Desk Lead, in less than 7-months.
- Consistently maintained high customer/patient satisfaction ratings.
- Recognized as Employee of the Month for outstanding performance and team contributions.
- Led team to achieve online customer feedback scores, earning recognition from upper management and financial reward.
- Graduated College Cum Laude.
- Inducted into the National society of Leadership and Success.
- Made the Dean's list all 5 years of college.
- Managed Men's Basketball team all 5 years of college resulting in me creating relationships with athletes, coaches, and athletic trainers.
- Joined a rising star program at The Home Depot for associates who showed potential in moving up in the company.
Timeline
Patient Navigator
Mercy Virtual Care Center
07.2022 - Current
Therapy Services Technician
Mercy Therapy Services
03.2022 - 07.2022
Service Desk Lead
The Home Depot Inc
08.2020 - 03.2022
Ambassador
Noodles & Company
02.2019 - 03.2020
Server and Cashier
Bandanas BBQ
01.2016 - 01.2019
Bachelor of Science - Health Sciences
Tennessee State University
Associate of Science - Pre-Physical Therapy
Mineral Area College
Similar Profiles
STEVEN KLEFFNERSTEVEN KLEFFNER
Registered Nurse, VICU at Mercy Virtual Care CenterRegistered Nurse, VICU at Mercy Virtual Care Center
Lindsey Duesterhaus, FNP-BC, DipACLMLindsey Duesterhaus, FNP-BC, DipACLM
Nurse Practitioner at Mercy - Virtual Primary CareNurse Practitioner at Mercy - Virtual Primary Care
Dava McGouganDava McGougan
Lead Nurse Practitioner at Mercy VirtualLead Nurse Practitioner at Mercy Virtual