KAYLLENE CLYMER
Peoria,IL
Summary
Dynamic Care Coordination BH Call Center Supervisor at Carle Health with a strong focus on customer service and document management. Proven ability to enhance team performance through effective coaching and collaboration. Skilled in medical terminology and HIPAA compliance, ensuring high-quality patient interactions and streamlined referral processes.
Overview
4
4
years of professional experience
Work History
Care Coordination BH Call Center Supervisor
Carle Health
12.2024 - Current
- Provided leadership and direction to team call center representatives.
- Assisted with escalated calls when needed, providing guidance to agents on best practices for handling difficult customers.
- Performed regular coaching sessions with staff members to improve their knowledge base and communication skills.
- Collaborated with other departments within the organization to provide comprehensive solutions to customers' needs.
- Facilitated regular meetings with staff to discuss performance metrics, objectives and feedback.
Unit Secretary
Carle Health Child & Adolescent Outpatient BH Clinic
06.2024 - 12.2024
- Demonstrated exceptional customer service skills while interacting with patients, families and staff members.
- Organized patient records and medical charts in an efficient manner to ensure accuracy of data.
- Entered data accurately into electronic health records system, including demographic information, diagnosis codes, questionnaire results.
- Performed various administrative tasks such as scheduling appointments, filing paperwork and answering phones.
- Performed various clerical and administrative functions, such as ordering, and maintaining inventory of supplies.
Referral Specialist - Behavioral Health
Carle Health Child & Adolescent Outpatient BH Clinic
06.2022 - 06.2024
- Maintained accurate records of all referrals and follow-up activities.
- Responded promptly to inquiries from patients or families regarding referral status.
- Assisted in developing policies and procedures related to referral processes.
- Utilized customer service skills when interacting with patients, families, caregivers, and referral sources.
- Scheduled patients, notifying of appointment date, time, and location.
- Obtained authorization for referrals and diagnostic testing using proper documentation.
New Patient Coordinator
Oklahoma Arthritis Center
08.2021 - 06.2022
- Responsible for accepting and appropriately assisting all calls and inquiries associated with outside referrals.
- Verify insurance coverage and insurance plan acceptance at outside physician offices. Discuss out of network benefits or self-pay options as needed.
- Promptly answer phones in a friendly, courteous and professional manner.
- Coordinate all insurance pre-certification and/or authorization tasks as needed.
- Obtain practice policies, regulations, and services, such as office hours, payment expectations, etc. for patients referred to outside providers.
- Answer (or direct to the appropriate staff) patient's questions or inquiries.
- Responsible for entering all referral information into Practice Management system when received.
- Responsible for following up with referring physician offices to obtain when patient has been scheduled and seen.
- Use customer service principles and techniques to deal with patients calmly and pleasantly.
- Research and resolve scheduling conflicts.
- Ensure patient confidentiality and follow HIPAA guidelines.
- Promote a professional image by adhering to the established guidelines of Oklahoma Arthritis Center.
- Check and resolve assigned tasks in EHR program.
Education
Illinois Central College
East Peoria, ILSkills
- Customer service commitment
- Document management
- Strong organizational abilities
- Medical terminology knowledge
- Insurance precertification processes
- Effective scheduling skills
Timeline
Care Coordination BH Call Center Supervisor
Carle Health
12.2024 - Current
Unit Secretary
Carle Health Child & Adolescent Outpatient BH Clinic
06.2024 - 12.2024
Referral Specialist - Behavioral Health
Carle Health Child & Adolescent Outpatient BH Clinic
06.2022 - 06.2024
New Patient Coordinator
Oklahoma Arthritis Center
08.2021 - 06.2022
Illinois Central College
Similar Profiles
Annie Harezlak, RHIAAnnie Harezlak, RHIA
HB Outpatient Coding Supervisor at Carle HealthHB Outpatient Coding Supervisor at Carle Health
Nicholas MckissackNicholas Mckissack
HR Generalist at Carle HealthHR Generalist at Carle Health
Izzabella BrillIzzabella Brill
Certified Medical Assistant at Carle HealthCertified Medical Assistant at Carle Health
John GayJohn Gay
Sales & Delivery at ABarr SimpsonSales & Delivery at ABarr Simpson
Ashley WoodsAshley Woods
Lead Child Welfare Specialist at Children's Home Association of IllinoisLead Child Welfare Specialist at Children's Home Association of Illinois