Kaylee Torres
Paterson,NJ
Summary
Results-driven Patient Resolution Specialist known for implementing strategic solutions that enhance customer satisfaction. Experienced in training staff and managing case escalations, focused on fostering positive client relationships and operational efficiency.
Overview
13
13
years of professional experience
Work History
Patient Resolution Specialist - Remote
Med Metrix
Parsippany, NJ
08.2022 - Current
- Resolved complex client inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and operational efficiency.
- Managed case escalations by implementing strategic solutions, improving customer satisfaction ratings.
- Developed training materials for new hires, ensuring consistency in service protocols and standards.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
- Prepared written opinions or decisions regarding cases.
Medical Assistant Supervisor
G&S Medical Associates
Paterson, NJ
05.2013 - 08.2022
- Supervised daily operations of medical assistants, ensuring adherence to protocols and efficiency in patient care.
- Implemented training programs, enhancing team skills and improving overall service quality.
- Developed workflows that streamlined administrative tasks, increasing operational efficiency within the clinic.
- Oversaw inventory management, ensuring adequate supplies and reducing costs through effective procurement strategies.
- Oversaw daily operations of the clinic, coordinating with physicians and other healthcare professionals to optimize patient care delivery.
- Reduced wait times for patients by implementing an efficient triage system for urgent cases.
- Navigated the insurance adjudication process
Education
High School Diploma -
John F Kennedy High School
Paterson, NJCertificate of Applied Science - Healthcare Management
Ultimate Medical Academy
Clearwater, FL06-2019
Skills
- De-escalation techniques
- Collaborative team development
- Time management
- Cross-functional teamwork
- Assertiveness
- Conflict resolution skills
- Document preparation
- Excellent communication and critical thinking
- Strong work ethics
- Proficient in managing multiple tasks
- Effective case management strategies
- Interpersonal communication
- Team leadership
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Patient Resolution Specialist - Remote
Med Metrix
08.2022 - Current
Medical Assistant Supervisor
G&S Medical Associates
05.2013 - 08.2022
High School Diploma -
John F Kennedy High School
Certificate of Applied Science - Healthcare Management
Ultimate Medical Academy