Keisha Fequiere
Brooklyn,NY
Summary
Experienced healthcare operations professional with 10+ years of experience in leadership, patient service, and administrative operations. Skilled in managing a fast paced environment, high-volume workflows, analyzing metrics and implementing strategic solutions to improve efficiency and service quality. I Utilize strong communication and organizational skills to optimize workflow and improve team efficiency.
Overview
11
11
years of professional experience
Work History
Supervisor of Patient Service Specialist
Columbia University Medical Center| Dept of Medicine
12.2019 - Current
- Participate in the hiring process by conducting interviews for new call center representatives as we evaluate candidates based on communication skills, professionalism, and role fit.
- Supervise daily operations of a high-volume call center, ensuring efficient call handling, scheduling, and patient/customer support.
- Lead, coach, and develop a team of agents to meet performance metrics, including quality assurance, call resolution, and service levels.
- Manage staffing schedules, coverage, and workflow distribution to maintain optimal service levels.
- Handle escalated calls and complex issues, ensuring timely and satisfactory resolution.
Front Desk Receptionist
St. Joachim Ann Rehab
06.2015 - 09.2019
- Greet and check in patients, ensuring a welcoming and professional first point of contact.
- Schedule, confirm, and manage appointments for therapy sessions, maintaining accurate calendars.
- Verify insurance coverage, collect copays, and update patient demographics in the system
- Manage front desk operations, including filing, faxing, scanning, and general administrative support
Education
Bachelor of Science - Psychology
Pennsylvania State University
University Park, PA06-2015
Skills
- Training and Mentoring
- EMR Systems: Epic, Crown
- Microsoft Offices: Word, Excel, Powerpoint
- Communication and Problem Solving Skills
- Customer Service and Insurance Verification
- Medical Terminology
Timeline
Supervisor of Patient Service Specialist
Columbia University Medical Center| Dept of Medicine
12.2019 - Current
Front Desk Receptionist
St. Joachim Ann Rehab
06.2015 - 09.2019
Bachelor of Science - Psychology
Pennsylvania State University