Kellie Smith

• Reduced errors in patient records by enforcing strict data entry protocols and regularly reviewing documentation.
• Optimized resource allocation by effectively managing staff schedules and assigning tasks based on skill sets.
• Improved efficiency in scheduling appointments by implementing an online booking system.
• Increased revenue collection rates through diligent follow-ups, prompt billing processes, and negotiation of payment plans with patients facing financial difficulties.
• Educated patients about their rights, responsibilities, privacy practices, as well as available support resources related to their healthcare journey.
• Increased accuracy of insurance verifications through regular audits and staff training.
• Developed and implemented a robust quality assurance program that served to uphold departmental standards and drive continuous improvement initiatives.
• Maintained high levels of data confidentiality by implementing robust security measures for all digital files and physical documents containing sensitive information.
• Resolved escalated customer service issues swiftly while maintaining composure under pressure.

• Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
• Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
• Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
• Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
• Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Updated patient records with accurate, current insurance policy information.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Improved communication between medical staff and patients by explaining insurance benefits and financial responsibilities.

• Confirmed appointments, communicated with clients and updated client records.
• Managed multiple tasks and met time-sensitive deadlines.
• Answered central telephone system and directed calls accordingly.
• Kept records in CRM to maintain customer data.
• Oversaw inventory materials monitoring, requisitions and supply re-stocking.
• Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
• Monitored and screened visitors to verify accessibility to inter-office personnel.
• Provided clerical support to company employees by copying, faxing and filing documents.
• Kept reception area clean and neat to give visitors positive first impression.
• Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
• Determined appropriateness of payers to protect organization and minimize risk.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures.
• Registered and verified patient records before triage with most up-to-date information.

• Educated customers how to use company systems, complete forms and obtain desired services.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Answered customer questions regarding merchandise and pricing.
• Identify and handle all customer inquiries completely and accurately via Phone, Email and/or Chat as determined by the business needs
• Educate the customer about Carters and Oshkosh product
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision

• Assessed customer needs and responded to customer emails and calls.
• Scheduled appointments for customers in person or over telephone.
• Directed telephone calls to appropriate parties.
• Greeted customers upon arrival and provided appropriate forms to fill out.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Maintained office supplies inventory by checking stock and ordering new supplies as needed.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.

• Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips.
• Kept patients mentally alert by entertaining, conversing and reading aloud to patients.
• Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
• Provided safe mobility support to help patients move around personal and public spaces.
• Recognized and reported abnormalities and/or changes in patients' health status to case manager.
• Arranged transportation and accompanied patients to doctors' offices or errands.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Explained technical information in clear terms to non-technical
• PCM/CPOE Meaningful Use.
• Physician Documentation.
• Assist Nurses with Patient Discharge Instructions.
• Attended weekly Leadership Meetings to develop workflow and update polices.
• Clinical floor support for their multiple phases Meditech 6.0 implementation.
• Worked elbow support needed 1:1 training with end users who.individuals to promote better understanding.

• Provide "at-the-elbow (ATE) guidance with Emergency Physicians, and Nursing Staff, Medical Secretaries with scheduling and registration.

• Serve as a point of contact for issue escalation with software product.

• Established compatibility with third party software products by developing program for modification and integration.

• Coordinated with systems partners to finalize designs and confirm requirements.

• Developed workflow charts and diagrams to ensure production team compliance with client deadlines.

• Utilized a pipe and filter model to find bottlenecks and enable measurement of system resource usage and process behavior at boundary limits of all operations.

• Comply with inventory control procedures.
• Assess customer's needs and provide assistance and information about the product.
• Cross sell products in other departments.
• Ensure high levels of customer satisfaction by delivering excellent sales and service.
• Follow and make department sales goals on a monthly, quarterly and annual basis.
• Maintained records related to sales, returns and inventory availability.
• Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
• Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.

• Administered first aid whenever required.
• Administered basic medical necessities and treatments.
• Adjusted effectively to alterations in circumstances and priorities; recommended solutions for improvement.
• Clearly communicated with supervisors, health care providers, patients, and family members about patient needs and progress.

Dean's List Honoree