Kayla Wilson
Medical Practice Patient Representative
New Milford,CT
Summary
Compassionate and meticulous Medical Practice Patient Representative proudly offering over 12 years of providing exemplary customer service to patients and providers. Driven by a clinical background as an Optometric Technician for 7 years and Certified Phlebotomy Tech, knowledgeable in medical terminology, office protocol as well as standard of care. Composed and prepared with an attitude that is always upbeat, enthusiastic, and adaptive.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Medical Practice Patient Representative Level II
Nuvance Health
Brookfield, CT
10.2021 - Current
- Consistently ensures the accuracy of patient data, including demographics, insurance information, and copayments, while strictly following HIPAA guidelines for safeguarding personal health information.
- Scanned valid ID, insurance cards, and all relevant documents during check-in
- Manages phone system and ensures accurate communication with efficient call routing.
- Registers, verifies and schedules patient appointments, and referrals.
- Reschedules cancelled, no show, & requested appointments.
- Collects, sorts, & processes scanning, faxing, and mail
- Works Televox and Tonic cancellations when at checkout
- Schedules & reschedules preoperative appointments
- Receives and document all incoming and outgoing records requests, adhering to proper workflow for obtaining patient records
- Reviews 'Scheduling Error Report' for Kyruus
- Reviews 'Portal Appointment Request' worklists
- Checks Tonic worklists when at check-in
- Arrives Telehealths
- Prints out letters & results
- Checks Clerical Pool, Scheduling Pool & Pended list for assigned providers daily
- Escalates emergent calls with associated "Hot Words" to clinical staff for triage
- Achieved Level II Career Ladder Status
- Certified Preceptor 12/14/23
Optometric Technician
Brookfield Vision Care
Brookfield, CT
01.2019 - 10.2021
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Performed Visual Field testing, Ocular photography, Optical Coherence Tomography, and pre-exam data collection.
- Supported optometrist by conducting vision screenings and exams by prepping rooms with medical instruments.
- Led patients to exam rooms, collected medical histories and asked questions regarding health history and current medications to provide physicians with optimal initial data.
- Conducted tonometry or tonography tests to measure intraocular pressure.
- Answered and directed incoming calls using multi-line telephone system. Scheduled and confirmed appointments.
- Documented patient care by charting patient condition and treatment in records.
- Addressed issues noted during preliminary examinations with physician to provide important information and boost appointment success.
- Responsible for all contact lens 'I&R' (insertion & removal) classes, educating patients on the proper hygiene, storage and disposal of contact lenses as a medical device.
Optometric Technician
MyEyeDr.
Ridgefield, CT
03.2016 - 01.2018
- Addressed issues noted during preliminary examinations with physician to provide important information and boost appointment success.
- Checked inventory levels and ordered supplies, medications and materials to meet expected demand.
- Screened patients for issues and eye diseases, checking visual acuity, color plates, pupil dilation and papillary function.
- Assisted with visual field testing, ocular photography, optical coherence tomography and pre-exam data collection.
- Supported optometrist with vision screenings and exams by prepping rooms with medical instruments.
- Performed clerical duties, including pasting refractor receipts, entering data into spreadsheets and alphabetizing folders and invoices.
- Examined eyes with instruments and pharmaceutical agents to determine visual acuity.
- Led patients to exam rooms, collected medical histories and asked questions regarding health and current medications to provide physicians with optimal initial data.
- Scheduled and confirmed appointments.
- Processed payments, issued bills and kept drawers accurate to meet financial targets.
Customer Service Representative
Eastern Accounting Systems
Brookfield, CT
02.2013 - 01.2016
- Answered inbound customer calls and responded to inquiries.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Managed high-volume of inbound and outbound customer calls.
- Assisted customers in making payments on accounts and setting up payment plans.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Mentored new employees on procedures and policies to maximize team performance.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
Sales Associate
Forever 21
Danbury, CT
01.2011 - 08.2011
- Collected payments and provided accurate change.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Head Cashier in Training
Shift Leader
Papa John's Pizza
Danbury, CT
07.2010 - 01.2011
Hostess
Bluu Restaurant & Lounge
Danbury, CT
04.2009 - 12.2009
Hostess
Houlihan's Restaurant
Danbury, CT
06.2007 - 01.2008
Education
NHA Certified Phlebotomy Technician - Phlebotomy
Harris School of Business
Danbury, CT08.2015
Some College (No Degree) - Psychology
Western Connecticut State University
Danbury, CTHigh School Diploma -
Danbury High School
Danbury, CT2009
Skills
- Problem Resolution
- Strong Interpersonal skills
- Dedicated Team Player
- Adaptability
- Extremely Perceptive & Empathetic
- Active Listening Skills
- HIPAA Guidelines
- Communication & Multitasking
- Clinical data entry
- Medical Terminology
- Appointment Scheduling & Confirmation
- Payment Processing
- Inbound & Outbound Calling
- Telephone Etiquette
- Superior Customer Service Skills
- Computer Skills & Data Entry
Software & EMR systems:
- CompuLink
- Weave
- Acuity
- Epic
- Eyefinity Practice Management
- Soarian Financials
- RectangleHealth (Retriever)
- Cerner - Powerchart
- Microsoft Office
Certification
- Enhanced Relationship-Centered Communication Course 10/18/23 - Nuvance Health
- Introduction to Leadership Course 07/19/23 - Nuvance Health
- MPPR Skill Advancement Course 02/07/24 - Nuvance Health
- NSC Car Seat Basics 04/04/24 - Nuvance Health
Accomplishments
- Level II Career Ladder 10/11/23
- Certified Preceptor 12/14/23
Additional Information
Personal Email - thornsberry001@gmail.com
Timeline
Medical Practice Patient Representative Level II
Nuvance Health
10.2021 - Current
Optometric Technician
Brookfield Vision Care
01.2019 - 10.2021
Optometric Technician
MyEyeDr.
03.2016 - 01.2018
Customer Service Representative
Eastern Accounting Systems
02.2013 - 01.2016
Sales Associate
Forever 21
01.2011 - 08.2011
Shift Leader
Papa John's Pizza
07.2010 - 01.2011
Hostess
Bluu Restaurant & Lounge
04.2009 - 12.2009
Hostess
Houlihan's Restaurant
06.2007 - 01.2008
NHA Certified Phlebotomy Technician - Phlebotomy
Harris School of Business
Some College (No Degree) - Psychology
Western Connecticut State University
High School Diploma -
Danbury High School
Philanthropy
- Σ∆Τ 2009-2012 Prevent Child Abuse America® Pinwheels for Prevention
- Σ∆Τ 2009-2012 Jewish Women International
- Σ∆Τ 2009-2012 Sigma Delta Tau Foundation
Committee/Team Involvement
- 2023/24 Primary Care Advisory Board
- 2023/24 Primary Care Town Hall
Professional Volunteer Activity
- 2006 American Red Cross - Blood Donation
- 2009 & 2010 American Cancer Society Relay for Life
- 2019 Festival of Trees - Ann's Place ( First Place "Most Festive ) Brookfield Vision Care
Philanthropy
- Σ∆Τ 2009-2012 Prevent Child Abuse America® Pinwheels for Prevention
- Σ∆Τ 2009-2012 Jewish Women International
- Σ∆Τ 2009-2012 Sigma Delta Tau Foundation
Committee/Team Involvement
- 2023/24 Primary Care Advisory Board
- 2023/24 Primary Care Town Hall
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