Kayla Talley
Friendswood,TX
Summary
Successful customer service Advocate with 15 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Gifted customer service team member focused on handling customer issues and escalated requests with fast and knowledgeable support. Well-versed in Medical Terminology and Customer Service procedures and skilled at assessing trends to devise creative system-wide solutions.My Professional goal is to obtain a position with your company and dedicate myself to the quality and service to the patient care. I exhibit strong work ethics, loyalty, commitment, good communication skills and will be an asset to your organization. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Health Care Service Corporation
Wichita Falls, TX
07.2022 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Front Desk Receptionist
DR. JULIE NGUYEN, MD. DERMATOLOGY
Fort Worth, TX
11.2018 - 07.2021
- My responsibilities include opening/closing of office
- Maintaining front desk duties including verification on medical insurance benefits and obtaining referrals as needed .Precertification for in office/outpatient procedures or surgeries.
- Improved office organization by meticulously maintaining records and updating the database system regularly.
- Supported administrative tasks such as filing, data entry, and scheduling appointments, contributing to smooth daily operations.
- Promoted a positive work environment through efficient task completion for both individual responsibilities and collaborative efforts with colleagues.
- Enhanced customer satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Streamlined office communication by effectively handling incoming calls and directing them to the appropriate departments.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Handled financial transactions related to copayments or self-pay fees while adhering to company policies regarding payment collection.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
FRONT DESK SECRETARY
DR. DOREEN MOSER, D.O. OBGYN
Grapevine, TX
09.2013 - 11.2018
- Patient check-in, updating demographics, collecting co-pays and balances from the patients, answering all incoming calls, and scheduling appointments
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
- Organized, maintained and updated information in computer databases.
- I also pre-cert IUD's, prescription maintenance, and copy medical records.
TOURNAMENT MANAGER
THE MAC SPORTS
01.2013 - 09.2013
- My responsibilities included coordinating with tournament directors, maintained inventory and facility functions, as well as overseeing workers within the concession stands.
FRONT DESK SECRETARY
RENAL SPECIALISTS OF HOUSTON
03.2011 - 12.2012
- My responsibilities included opening/closing of office
- Maintaining front desk duties that included scheduling appointments, verification of medical benefits, collecting copays, inputting lab requisitions and overall flow of a 2-man office with a minimum of 85 patients a week.
Education
medical assistant program - Certified Medical Assistant
Tarrant County College
05.2020
Certifications - Medical Assisting
Key Dermatology Externship
05.2020
HIGH SCHOOL diploma -
henrietta highschool
06.2008
Skills
- BLS CPR CERTIFIED
- KNOWLEDGABLE IN EMR SYSTEMS EPIC, NEXTGEN, CENTRICITY, EZ DERM, DIGICHART, ACUMEN
- Call center experience
- Data Entry
- Problem-solving abilities
- Complaint Handling
- Computer Proficiency
- Microsoft Outlook
- Technical Troubleshooting
- Call Center Operations
- Customer Service
- Medical terminology knowledge
Certification
- Certified Medical Assistant , NCCT - CURRENT
Timeline
Customer Service Advocate
Health Care Service Corporation
07.2022 - Current
Front Desk Receptionist
DR. JULIE NGUYEN, MD. DERMATOLOGY
11.2018 - 07.2021
FRONT DESK SECRETARY
DR. DOREEN MOSER, D.O. OBGYN
09.2013 - 11.2018
TOURNAMENT MANAGER
THE MAC SPORTS
01.2013 - 09.2013
FRONT DESK SECRETARY
RENAL SPECIALISTS OF HOUSTON
03.2011 - 12.2012
medical assistant program - Certified Medical Assistant
Tarrant County College
Certifications - Medical Assisting
Key Dermatology Externship
HIGH SCHOOL diploma -
henrietta highschool