Kayla Weitzel
Akron,OH
Summary
Well-versed Patient Service Representative with background in facilitating effective patient care through diligent coordination. Demonstrated strengths include robust communication skills and the ability to manage high-volume workflows in fast-paced healthcare environments. Past experience has shown capability in improving patient satisfaction levels, contributing significantly to team efficiency and fostering positive relationships between patients and medical staff.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
Akron Childrens Hospital
Akron, OH
01.2024 - Current
- Greeted patients upon arrival and directed them to the appropriate area.
- Enabled patients' optimal use of health care resources and services by effectively managing the referral system.
- Worked jointly with clinical and administrative personnel to fulfill patient needs.
- Enhanced facility satisfaction scores through positive patient interactions resulting in improved care quality.
- Registered patients accurately with attention to detail and adherence to regulations.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Notified providers of patients' arrival and reviewed service delivery compared to schedule to keep patient appointments on track.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance and medical information.
- Maintained adherence to HIPAA requirements while handling sensitive patient data.
- Maximized operational effectiveness by utilizing technology and specialized software.
- Successfully facilitated insurance verification and obtained necessary authorizations for timely submission of patient account clearances.
- Aided in the smooth running of hospital and clinic operations through the application of customer service skills and thorough system knowledge.
- Provided invaluable support by proactively meeting the needs of patients and family members.
- Provided support with various tasks, such as scheduling tests with multiple departments.
- Ensured a neat and orderly appearance of the front desk.
Credit Service Specialist
The Huntington National Bank
Akron
08.2020 - 01.2024
- Provided excellent customer service to guests and answered inquiries regarding services, products, and prices.
- Assisted in resolving customer complaints by utilizing problem-solving skills.
- Promoted company services, products, and special offers to encourage sales growth.
- Processed payments for services rendered accurately and efficiently.
- Organized daily work schedule to ensure efficient use of time while adhering to company policies and procedures.
- Identified opportunities for process improvements within the department's workflow that would increase efficiency or reduce costs.
- Developed creative strategies for increasing customer satisfaction levels based on feedback from surveys or other sources of data collection.
- Participated in team meetings regularly in order to share ideas or provide updates on progress towards goals.
- Assisted in fostering a positive work atmosphere, focusing on staff satisfaction and exceptional service delivery.
- Provided coaching to team members, empowering them with strategies to improve customer service and proactively manage issues.
- Delivered exceptional customer service by actively addressing concerns and devising effective solutions.
- Maintained composure and professionalism during high-pressure situations, successfully resolving tense conflicts.
- Handled inbound calls and emails to assist customers with transactions.
- Maximized team performance by mentoring new employees on procedures and policies.
- Implemented successful strategies to defuse irate customers on phone calls.
- Delivered prompt, friendly service with relevant problem-solving skills that facilitated the successful resolution of issues, elevating overall satisfaction rates.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Front Desk Lead
The Gastro Group, INC
Akron
03.2017 - 08.2020
- Checking patients in and out
- Setting up procedures and going over prep instructions
- Going through faxes and filling or sending to proper person
- Reviewing demographics and insurance for patients and collecting copays
- Making the schedule and overseeing the day to day functions of the front desk staff.
- Trained new front desk staff in customer service and telephone etiquette.
- Processed cash payments and credit card transactions accurately and efficiently.
- Resolved customer complaints in a timely manner.
- Responded promptly to all emails or phone calls from customers.
- Maintained an organized front desk area including lobby area and reception counter.
- Handled administrative duties such as filing paperwork and preparing reports.
- Monitored inventory of supplies used at the front desk.
- Developed policies and procedures for the Front Desk operations including key control system.
- Conducted regular performance reviews of team members to ensure quality standards are met.
- Prepared weekly schedules for Front Desk staff according to occupancy levels.
- Reviewed daily shift assignments for accuracy prior to start of shift.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Maintained positive working relationship with fellow staff and management.
- Assisted with set up for social events.
- Encouraged and improved cross-department internal communication.
Education
High school diploma -
East High School
Akron, OH06.2006
Skills
- ACH
- Medical office experience
- Office Management
- Data Entry
- Research
- Order Entry
- Negotiation
- Medical filing
- Appointment confirmation
- Eligibility Determination
- Payment Collection
- Insurance Verification
- HIPAA Compliance
- Customer Service
- Medical terminology knowledge
- Scheduling appointments
- Office Administration
- Appointment Scheduling
- Reception Management
Timeline
Patient Service Representative
Akron Childrens Hospital
01.2024 - Current
Credit Service Specialist
The Huntington National Bank
08.2020 - 01.2024
Front Desk Lead
The Gastro Group, INC
03.2017 - 08.2020
High school diploma -
East High School
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