Kelly-Ann Walker
Pine Hills
Summary
Resourceful Referral Coordinator known for high productivity and efficient task completion. Skilled in managing patient referrals, coordinating with healthcare providers, and ensuring accurate record-keeping. Excel in communication, problem-solving, and time management to enhance operational efficiency and patient satisfaction. Committed to maintaining confidentiality and providing exceptional service in fast-paced environments.
Overview
4
4
years of professional experience
2016
2016
years of post-secondary education
Work History
Referral Coordinator/Front Desk Customer Service Representative
MetroHealth Medical Center
MetroWest
05.2025 - 10.2025
- Coordinates patient referrals ensuring seamless operations and collaboration with healthcare providers.
Resolves referral issues promptly, enhancing patient care and satisfaction.
Maintains confidentiality and compliance, streamlining referral processes.
Facilitates appointments, keeping patients informed and engaged throughout.
Enhances workflow efficiency through continuous improvement and trend updates.
Cultivated strong relationships with patients, ensuring a welcoming environment that encouraged open communication and trust.
Implemented a digital tracking system for referrals, enhancing visibility and accountability in patient care management.
Worked closely with healthcare providers to resolve referral issues, fostering teamwork that resulted in improved patient care.
Knows medical terms with icd-10 codes
Billing
Patient Scheduling and Referral Coordinator
Advanced dermatology and cosmetic surgery
Maitland
06.2022 - 04.2025
- Streamlined patient registration, enhancing efficiency and reducing wait times.
Managed high-volume scheduling, ensuring seamless patient flow and timely care coordination.
Accurately maintained patient records, supporting compliance with healthcare regulations.
Facilitated effective communication between patients and medical staff, improving service delivery.
Fostered positive patient interactions by implementing a friendly registration process, enhancing patient satisfaction and trust.
Teach others how to learn there icd-10 codes when imputing into the patients charts
Streamlined scheduling procedures, improving appointment booking efficiency and reducing patient wait times significantly.
Executed meticulous management of insurance claims, resolving issues promptly and ensuring accurate billing processes. - Assisted in scheduling complex referrals requiring multiple specialists to optimize patient care.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
Customer Service Representative Team Lead
Conduent
Ocoee
08.2021 - 07.2022
- Dedicated customer service professional with over five years of experience in the Sunpass industry.
Demonstrated leadership skills by training and mentoring team members to improve service quality.
Strong communicator capable of building rapport with diverse customer demographics.
Committed to achieving team goals and exceeding performance metrics in a fast-paced environment.
Passionate about fostering a positive and supportive team culture to drive results.
Proficient in managing customer inquiries and resolving issues to ensure customer satisfaction.
Led a team of customer service representatives, achieving a significant increase in customer satisfaction scores through
targeted training initiatives.
Fostered a collaborative team environment, enhancing employee engagement and reducing turnover rates by mentoring new staff. - Tracked customer feedback to inform service improvements and team training needs.
- Resolved escalated customer complaints in a timely manner.
Education
Ocoee High School
Ocoee, FloridaSkills
- Referral coordination
- ICD-10 coding
- Patient scheduling
- Billing management
- Healthcare compliance
- Medical terminology knowledge
- Insurance precertification processes
Timeline
Referral Coordinator/Front Desk Customer Service Representative
MetroHealth Medical Center
05.2025 - 10.2025
Patient Scheduling and Referral Coordinator
Advanced dermatology and cosmetic surgery
06.2022 - 04.2025
Customer Service Representative Team Lead
Conduent
08.2021 - 07.2022
Ocoee High School