Kaylee White
Albuquerque
Summary
Dynamic Patient Experience Coordinator with a proven track record at Capital Hearing Care, excelling in customer service and patient satisfaction. Skilled in managing sensitive information and verifying insurance eligibility, I foster teamwork and enhance clinic operations through effective problem-solving and attention to detail, ensuring a welcoming environment for all patients.
Patient experience professional with comprehensive background in healthcare administration. Proven ability to enhance patient satisfaction through effective communication and problem-solving. Strong focus on team collaboration and adaptability to changing needs. Expertise in patient relations, conflict resolution, and service improvement. Dependable and results-driven with commitment to fostering positive healthcare environment.
Overview
8
8
years of professional experience
Work History
Patient Experience Coordinator/Audiology Assistant
Capital Hearing Care
Santa Fe, NM
07.2021 - 06.2026
- Coordinated patient intake processes to enhance overall experience and ensure satisfaction.
- Assisted audiologists with patient assessments and hearing aid fittings.
- Provided exceptional customer service, addressing inquiries and resolving concerns promptly.
- Maintained accurate patient records using electronic health record (EHR) systems.
- Educated patients on hearing care products and services to enhance their understanding.
- Collaborated with clinical staff to ensure seamless patient experiences during visits.
- Assisted in training new team members on office procedures and software tools.
- Verified insurance eligibility and coverage for patients.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Handled customer service inquiries in person, via telephone and through email.
- Educated patients on proper hearing aid care and maintenance procedures.
- Managed inventory of hearing aids and accessories, ensuring availability for patient needs.
- Scheduled patient appointments and coordinated follow-up visits to enhance service delivery.
- Contributed to the overall success of the audiology clinic by consistently demonstrating a commitment to quality patient care, teamwork, and ongoing professional growth.
- Provided essential administrative support by maintaining confidential patient files and scheduling follow-up appointments as needed.
- Promoted a welcoming clinic environment by greeting patients warmly upon arrival and addressing any concerns or questions they may have had about their appointment or treatment plan.
- Enhanced patient experience by providing support during hearing aid fittings and adjustments.
Patient Care Coordinator
Lovelace Medical Group
Albuquerque, NM
05.2018 - 06.2021
- Managed medical records ensuring accuracy and compliance with privacy regulations.
- Trained new staff on operational processes and electronic health record systems for seamless integration.
- Mentored junior coordinators, fostering a collaborative environment focused on patient-centered care initiatives.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
Education
Associate of Arts - Studio Arts
Central New Mexico Community College
Albuquerque01-2028
High School Diploma -
Allen High School
Allen, TX06-2015
Skills
- Leadership qualities
- Healthcare
- Medical terminology proficiency
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Critical thinking
- Registration and scheduling
- Team collaboration
- Documenting and recording information
- Insurance verifying
- Patient confidentiality and data security
- Outbound calling
- Technical troubleshooting
- Analytical thinking
- Computer literacy
- 50 WPM typing speed
Timeline
Patient Experience Coordinator/Audiology Assistant
Capital Hearing Care
07.2021 - 06.2026
Patient Care Coordinator
Lovelace Medical Group
05.2018 - 06.2021
Associate of Arts - Studio Arts
Central New Mexico Community College
High School Diploma -
Allen High School