Kayla Spearman
Louisville,KY
Summary
Customer-focused professional with experience providing exceptional service in fast-paced healthcare and technical support environments. Skilled in communication, problem-solving, conflict resolution, team coordination, and adapting to changing priorities. Proven ability to remain calm under pressure, follow established procedures, and support individuals with professionalism, empathy, and attention to detail.
Overview
5
5
years of professional experience
Work History
Referral Coordinator
Humana
Louisville, Kentucky
10.2025 - Current
- Provide compassionate, professional service while assisting patients with access to healthcare services and coordinating referrals.
- Communicate with patients, healthcare providers, and internal teams to ensure timely and accurate information.
- Manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
- Resolve issues and address questions by identifying solutions and providing clear guidance.
- Maintain organized and confidential records while following company policies and compliance requirements.
- Monitor referral status and proactively follow up to help ensure a positive patient experience.
Lead Surgery Scheduler
Norton Healthcare
Louisville, KY
10.2022 - 10.2025
- Led and supported a team of surgery schedulers by providing daily guidance, answering questions, and assisting with complex situations.
- Delivered professional and compassionate service to patients while communicating important appointment and surgical information.
- Coordinated with physicians, clinical staff, patients, and insurance providers in a fast-paced environment.
- Trained and supported new employees on scheduling procedures, workflows, and company policies.
- Served as a point of contact for team members and helped resolve scheduling conflicts and escalated concerns.
- Managed multiple physician schedules and changing priorities while maintaining accuracy and attention to detail.
- Ensured required documentation and pre-operative requirements were completed in accordance with established procedures.
- Adapted quickly to schedule changes and unexpected challenges while helping maintain efficient daily operations.
Internet Technical Support Representative
Spectrum
Louisville, KY
10.2021 - 10.2022
- Delivered high-quality customer service by assisting customers with technical concerns through phone and online communication.
- Remained calm and professional while resolving customer concerns and navigating challenging situations.
- Used active listening and clear communication to understand customer needs and provide effective solutions.
- Guided customers through troubleshooting steps while ensuring they felt supported and informed.
- Adapted communication styles to assist individuals with different levels of technical knowledge.
- Managed multiple systems and tasks while maintaining efficiency and attention to detail.
Education
Seneca High School
Louisville, KYSkills
- Customer Service
- Communication
- Conflict Resolution
- Team Collaboration
- Leadership & Team Support
- Adaptability
- Problem-Solving
- De-escalation
- Policy & Procedure Compliance
- Multitasking
- Time Management
- Attention to Detail
Timeline
Referral Coordinator
Humana
10.2025 - Current
Lead Surgery Scheduler
Norton Healthcare
10.2022 - 10.2025
Internet Technical Support Representative
Spectrum
10.2021 - 10.2022
Seneca High School