KEI'ANNA SMITH
Albany,GA
Summary
Dedicated customer service professional with a strong background in conflict resolution and effective communication. Proven ability to enhance patient experiences and foster loyalty through attentive service and problem-solving skills. Adaptable team player committed to achieving organizational goals and ensuring seamless service delivery.
Overview
9
9
years of professional experience
Work History
Front Desk Receptionist
AAPHC
ALBANY, GA
10.2025 - Current
- Greeted patients and visitors with professionalism, fostering a welcoming environment.
- Managed multi-line phone system, efficiently directing calls to enhance communication among staff.
- Scheduled appointments, optimizing office resource usage.
- Processed insurance information, verifying coverage details to expedite patient check-in.
- Handled payment processing, providing receipts and correct change.
- Maintained patient records, ensuring accuracy and confidentiality compliance.
- Coordinated with healthcare providers to improve patient flow and reduce wait times.
- Trained new front desk staff on procedures and best practices.
Childcare Professional
Hope City United
04.2025 - Current
- Planned and implemented engaging activities to foster learning and growth
- Administered care to support children's health and development
- Supervised children to maintain safety and well-being
- Supporting educational and development goals
Grocery Stock Clerk
Publix Supermarket
03.2017 - 06.2025
- Restocked products in designated areas while maintaining consistent shelf layout for optimal organization and accessibility.
- Maintaining product displays: Grocery clerks ensure that products are properly displayed on store shelves and in cases.
- Assisted customers with product inquiries and recommendations to enhance their shopping experience.
- Unloading products: Grocery clerks may temporarily leave a task to walk a customer to another area to locate a product, answer their questions, provide a product recommendation, or unload trucks.
- Cleaned cases, shelves, and sales floors, ensuring a safe and welcoming environment for customers.
- Operating equipment: They operate back room equipment, including pallet jack, scissor lift, baler, compactor, and scrub machine.
Centralized Scheduler
Phoebe Physicians Group
12.2024 - 03.2025
- Coordinated scheduling and rescheduling of patient appointments for 10 providers, enhancing patient access to care.
- Scheduled patient appointments and managed doctor calendars to optimize availability.
- Managed daily call volume of over 180, providing accurate information and redirecting inquiries effectively.
- Delivered excellent customer service, fostering strong relationships between patients and clinicians.
Unit Secretary
Phoebe Putney Memorial Hospital
09.2024 - 11.2024
- Greeted patients, managed patient files, and scheduled appointments to enhance patient experience.
- Supported medical staff and patients by coordinating administrative tasks and ensuring smooth operations.
- Facilitated communication and information exchange among department members to streamline processes.
Medical Center Representative
Phoebe Physicians Group
09.2023 - 09.2024
- Manages patient flow to ensure that the patient is seen quickly and all information is available for treatment.
- Streamlined patient flow by efficiently collecting necessary data for treatment.
- Ensured patients received timely notifications regarding their upcoming appointments.
- Performs all necessary actions to ensure all respective insurance information is obtained and documented appropriately.
- Create a patient medical record folder for new patients and prepare medical records for use during physician visits.
- Handled sensitive information with discretion, following HIPAA guidelines closely.
- Managed incoming calls, provided accurate information, and directed requests to appropriate personnel to enhance communication.
Customer Service Representative
Afni, Inc Verizon
02.2023 - 08.2023
- Managed high volume of inbound and outbound calls, prioritizing customer satisfaction throughout interactions.
- Resolved customer inquiries via phone, email and live chat support.
- Resolved issues for irate customers by providing constructive solutions and maintaining professionalism.
- Answered inbound calls to greet and assist customers with diverse needs and inquiries, ensuring a positive customer experience.
Education
High School Diploma -
Lee County High School
Leesburg, GA05-2015
Skills
- Appointment scheduling
- Patient scheduling
- Patient record management
- Insurance verification
- Payment collection procedures
- Electronic health records
- Document preparation
- Phone reception skills
- Front desk operations
- Interdepartmental coordination
- Effective communication
- Patient communication tools
- Patient relationship management
- Patient issue resolution
- Confidentiality practices
- Healthcare terminology
- Data management
- Attention to detail
- Time management
- Reliability in scheduling
- Adaptability and flexibility
- Problem solving
- Professional demeanor
- Educational software proficiency
- Record keeping accuracy
- Front desk operations
Timeline
Front Desk Receptionist
AAPHC
10.2025 - Current
Childcare Professional
Hope City United
04.2025 - Current
Centralized Scheduler
Phoebe Physicians Group
12.2024 - 03.2025
Unit Secretary
Phoebe Putney Memorial Hospital
09.2024 - 11.2024
Medical Center Representative
Phoebe Physicians Group
09.2023 - 09.2024
Customer Service Representative
Afni, Inc Verizon
02.2023 - 08.2023
Grocery Stock Clerk
Publix Supermarket
03.2017 - 06.2025
High School Diploma -
Lee County High School