Kelly DiFrederico
Administrative Professional
Bangor,ME
Summary
Motivated, compassionate and friendly administrative professional with 10 years of customer services experience working in fast paced environments. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Call Center Representative
St. Joseph Hospital
Bangor, ME
06.2019 - Current
- Promptly answered average of 100 calls daily
- Engaged in learning and development opportunities to promote continued performance improvement
- Accurately pre registering average of150-250 patients daily
- Trained new team members on computer systems and customer service strategies
- Demonstrated care, compassion, friendliness and willingness to help during calls
Dental Administrative Assistant
Dentrust Optimized Care Solutions, DOCS
Bangor, CA
12.2014 - Current
- Provided portable dental care for 300-400 soldiers per weekend
- Assisted soldiers in achieving military readiness
- Verified completion of paperwork, recognizing discrepancies and promptly addressing for resolution
- Worked with soldiers to understand needs and provide excellent service
- Carried out day-to-day duties accurately and efficiently
Insurance Verification Representative/ Practice Scheduler
Northern Light, Husson Internal Medicine
Bangor, ME
06.2017 - 05.2019
- Maintained strong knowledge of basic medical terminology to better understand services and procedures
- Made contact with insurance carriers to discuss policies and individual patient benefits
- Communicated verification and authorization status updates and documented details in patient charts
- Processed 100 referrals/orders daily and performed timely insurance authorizations prior to patient procedures or appointments
- Frequently double-checked patient chart and current information while scheduling follow-ups and other appointments
Dental Office Assistant
Penobscot Community Dental Center
Bangor, ME
08.2014 - 04.2017
- Verified and updated patient demographic information
- Scheduled appointments for new and existing patients, factoring in provider availability
- Obtained payments from patients and scanned insurance cards
- Organized and maintained patient x-ray filing system to promote quick data finding for staff
- Maintained dental clerical supply inventory by checking stock to determine inventory levels and placing and orders for supplies
Customer Service Center Analyst
Athena Health
Belfast, ME
11.2013 - 07.2014
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Conducted research, gathered information from multiple sources and presented results
- Proved successful working in fast-paced atmosphere
- Resolved problems, improved operations and provided exceptional service
Teller/ Swing Customer Service Representative/ Payroll Specialist
Bangor Savings Bank
Bangor, ME
06.2009 - 09.2013
- Increased identifying fraudulent activity
- Managing 100 companies payroll accounts
- Accurately processing customer transactions
- Performed knowledge of Bank products and procedures
- Provided solutions to customer’s questions and concerns
Education
Bachelor of Science - Business Administration
The University of Maine
01.2009 - 01.2011
Associates - Business Management
Eastern Maine Community College
01.2007 - 01.2009
Skills
Computer Skills
Microsoft officeEpicAPITyping 60 wpm
Customer support
Verbal and written communication
Call center operations
Inbound phone calls
Problem-solving skills
Additional Information
- AWARDS , Employee of the month, October 2021 and July 2022 – St. Joseph Healthcare Employee of the month, February 2014 - Penobscot Community Dental Center Star award, 2011 - Bangor Savings Bank
Timeline
Call Center Representative
St. Joseph Hospital
06.2019 - Current
Insurance Verification Representative/ Practice Scheduler
Northern Light, Husson Internal Medicine
06.2017 - 05.2019
Dental Administrative Assistant
Dentrust Optimized Care Solutions, DOCS
12.2014 - Current
Dental Office Assistant
Penobscot Community Dental Center
08.2014 - 04.2017
Customer Service Center Analyst
Athena Health
11.2013 - 07.2014
Teller/ Swing Customer Service Representative/ Payroll Specialist
Bangor Savings Bank
06.2009 - 09.2013
Bachelor of Science - Business Administration
The University of Maine
01.2009 - 01.2011
Associates - Business Management
Eastern Maine Community College
01.2007 - 01.2009