Kelly Carlson
Plainsboro,NJ
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. Experienced in defining and analyzing customer requests to resolve issues. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Cooper University Health Care
Princeton, NJ
10.2020 - 07.2023
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Reviewed patient accounts for accuracy on a regular basis.
- Obtained proper authorization and identification to release confidential medical records.
- Provided customer service by answering patient questions and addressing concerns.
- Obtained insurance verification and authorization to submit financial clearance of patient accounts.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Responded promptly to emails from patients regarding appointment changes or cancellations.
- Adhered to HIPAA regulations when handling confidential patient information.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Developed and implemented office policies and procedures.
- Managed office inventory and placed new supply orders.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
Medical Receptionist/Medical Assistant
Penn Medicine Becker ENT & Facial Plastics
Princeton, NJ
08.2020 - 09.2020
- Complied with all new COVID-19 safety precautions and regulations.
- Provided support to clinical staff during patient visits, including rooming patients, collecting vital signs and documenting chief complaints.
- Facilitated patient flow by notifying the providers of patient arrival, delays and communicating with patients and clinical staff.
- Assisted in minor procedures such as suture removal, cosmetic injections, nasal splint removal and placing electrodeladen EMSculpt Body Transformation paddles.
- Ensured the cleanliness, sanitation and maintenance of all exam rooms and equipment as well by bagging and utilizing the autoclave.
- Answered the multi-line phone system, provided information and handled patient inquiries.
- Checked patients in and out for appointments and collected co-payments.
- Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
- Arranged prescriptions for patients and called them into their preferred pharmacy.
- Scanned, faxed and emailed all documentation to aid in efficient patient care on both clinical and clerical sides of the practice.
Treatment Coordinator
Brunswick Smiles Family Dentistry
Monmouth Junction, NJ
04.2019 - 07.2020
- Managed patient scheduling, appointment reminders, and follow-up calls.
- Created customized treatment plans for patients based on individual needs.
- Coordinated payment with insurance companies and discussed dental benefits with patients.
- Conducted financial counseling sessions for new and existing patients.
- Provided education and resources to help patients understand their treatment options.
- Assisted in developing policies, procedures, and protocols related to patient care activities.
- Worked closely with medical billing department to ensure accurate coding of all services provided.
- Developed innovative strategies to improve efficiency in patient intake process.
- Analyzed patient data to identify potential areas of improvement in overall quality of care.
- Ensured compliance with HIPAA regulations.
Receptionist
Brighter Dental Care
East Brunswick, NJ
05.2018 - 01.2019
- Greeted patients, provided them with necessary paperwork, and verified insurance information.
- Created a welcoming environment for patients by providing exceptional customer service at all times.
- Answered incoming calls, scheduled appointments, and confirmed patient visits.
- Collected payments from patients in accordance with established policies and procedures.
- Verified patient's eligibility for benefits under various insurance plans.
- Assisted in the coordination of dental treatment plans for patients.
- Maintained accurate records of patient treatment plans, medical histories, and financial transactions.
- Ensured that all HIPAA regulations were followed while handling confidential patient information.
Insurance Coordinator/Receptionist
Dr. Robert R. Rickards Dental
East Brunswick, NJ
09.2017 - 11.2017
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Maintained accurate documentation on all pre-authorization requests, denials and appeals.
- Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.
- Processed manual claims when necessary due to incorrect or incomplete information from providers or patients.
- Utilized the office's recall system to schedule patient's yearly dental cleanings and routine check-ups.
- Assisted with patient check-in, daily phone calls, and appointment scheduling.
Receptionist
A1 Auto Glass
East Brunswick, NJ
05.2015 - 09.2017
- Managed the scheduling of appointments for installation services ensuring timely completion of jobs.
- Documented work and maintained customer records for accurate billing.
- Maintained accurate records of all inventory, orders, customer accounts, and invoices.
- Created detailed work plans for each job based on customer needs and requirements utilizing the NAGS database.
- Prepared work orders, set up and updated accounts and closed out service tickets.
- Resolved any customer complaints or issues quickly and efficiently.
- Maintained high standards of cleanliness in the shop environment at all times.
Pharmacy Technician
Walgreens Pharmacy
East Brunswick, NJ
11.2016 - 05.2017
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Answered telephones to respond to questions or requests.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Provided customer service to patients by resolving customer complaints and answering questions about medications/health-related topics.
- Received payment from customers and processed credit card transactions when necessary.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
Education
Licensed Pharmacy Technician -
Middlesex County College
09.2016
Bachelor of Arts - Communications And Marketing
Rowan University
05.2016
Skills
- Office Administration and Customer Service
- Multi-Task Management and Problem-Solving Abilities
- Call Management of high volume Inbound and Outbound Calling
- Strong organization skills, written, and verbal communication skills
- Report Transcription
- Ability to talk and type simultaneously
- Complaint Resolution
- Computer Proficiency and Microsoft Office Expertise
- Accurate Data Entry
- Typing 55 WPM
- HIPAA Compliance
- EMR Systems
Certification
Registered Pharmacy Technician (05/01/17 - 08/01/18)
Languages
Spanish
Limited
References
References available upon request.
Timeline
Patient Service Representative
Cooper University Health Care
10.2020 - 07.2023
Medical Receptionist/Medical Assistant
Penn Medicine Becker ENT & Facial Plastics
08.2020 - 09.2020
Treatment Coordinator
Brunswick Smiles Family Dentistry
04.2019 - 07.2020
Receptionist
Brighter Dental Care
05.2018 - 01.2019
Insurance Coordinator/Receptionist
Dr. Robert R. Rickards Dental
09.2017 - 11.2017
Pharmacy Technician
Walgreens Pharmacy
11.2016 - 05.2017
Receptionist
A1 Auto Glass
05.2015 - 09.2017
Licensed Pharmacy Technician -
Middlesex County College
Bachelor of Arts - Communications And Marketing
Rowan University
Registered Pharmacy Technician (05/01/17 - 08/01/18)
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