Kelly Griffin Klocke
Gastonia,NC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
34
34
years of professional experience
1
1
Certificate
Work History
Revenue Cycle Quality Assurance Auditor II
Novant Healthcare
10.2013 - Current
- Identify issues in data quality, sourcing, or documentation by reviewing existing data and processes
- Read, analyze, and interpret existing documents and data for completeness and accuracy
- Oversee and ensure compliance with organizational, state, federal, and other laws and guidelines
- Create recommendations for training, new policies, data scrubbing, or other methods to resolve data quality concerns.
- Gathered and reviewed current data to determine areas in need of improvement.
- Identified issues of non-compliance and elevated reports to senior personnel.
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
Patient Services Specialist II
CaroMont South Point Family Practice PRN Urgent Cr
07.2018 - 04.2023
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Investigated, triaged and resolved patient issues to encourage positive experience during patient visit.
- Inputted accurate patient insurance, billing and payment information in Epic.
- Built and maintained positive working relationships with patients and staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Patient Services Specialist II Billing & Insurance
Caromont Ashley Women’s Center OB/GYN
12.2011 - 10.2013
- Front Desk Backup
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Inputted accurate patient insurance, billing and payment information in Greenway.
- Contacted insurance company to verify patient coverage before visit.
- Administered billing functions to maintain profitability and meet compliance, quality and productivity standards.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Built and maintained positive working relationships with patients and staff.
- Managed patient registration process, confirming data accuracy and completeness.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Resolved billing inquiries and disputes in timely fashion.
- Investigated insurance claims denials and appeals.
- Answered incoming calls, scheduled appointments and filed medical records.
Account Resolution Specialist
Caromont Hospital
01.2009 - 12.2011
- High dollar follow-up Medicare & Medicaid
- Assessed individual situations and developed effective and appropriate resolutions.
- Completed in-depth research to investigate claims and resolve problems.
- Monitored aging accounts and reached out to customers to discuss payments.
- Achieved performance goals on consistent basis.
- Researched accounts and completed due diligence to resolve collection problems.
- Assisted in implementing procedures and policies to facilitate timely payments.
Office Coordinator
Rescare Home Care–Gastonia, NC
08.2008 - 01.2009
- Payroll, scheduling, hiring & training
- Interacted with customers by phone, email, or in-person to provide information.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Managed office activities by maintaining communication between clients, tracking records, and filing all documents.
- Supported HR by completing new hire orientation, incident reports and benefits paperwork on behalf of office employees.
- Monitored front areas so that questions could be promptly addressed.
- Completed bi-weekly payroll for 40 employees.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Office Manager
Jani-King of Charlotte
01.2002 - 03.2007
- All functions of front office
- Payroll, A/R, A/P, Human Resources, Month End Close and all reporting to corporate office
- Processed all Franchise Owners Statement information
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Reported to senior management on organizational performance and progress toward goals.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Office Manager
Orkin Pest Control– Gastonia & Charlotte, NC
05.1989 - 01.2002
- Oversee all functions of front office
- Responsible for 2 Bookkeepers & 12 Route Managers
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Completed bi-weekly payroll for 25 employees.
- Completed bi-weekly payroll for [Number] employees.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Education
Provides high level of administrative support and leadership. billing, coding and insurance rules and regulations. Provide recommending employment abilities as well as completing performance evaluations, and handling disciplinary actions as needed. Team leader and team player. Very aware of the Revenue Cycle service flow. As well as profit and loss statements. Previously responsible for Quarterly Newsletter for Acute QA department. Perform data accuracy audit activities for appropriate department. Responsible for conducting audits, performing data analysis, and developing statistical reports for all department activities to appraise data accuracy. Critical to this position is the ability to understand scheduling, registration, charging, coding, billing, and collection processes to expedite quality auditing and data analysis. Competent to work on auditing assignments individually remotely or in a team setting with little to no supervision by taking initiative and being self-motivated. Proven analytical ability and organizational skills necessary to organize/assess quality assurance based on data analysis. Ability to take action on a suggested approach with direction and feedback. Maintains and demonstrates professional competency. Complies with organization and department policies and procedures. HIPAA compliant and Certified through Pathways. Operating and maintaining office equipment and office supplies as inventory and necessity require.
09.2016
Completed Undergraduate Certificate at Penn Foster College
Some College (No Degree) - Medical Office Assistance
Attended Gaston College
Some College (No Degree) - Fashion Merchandising
Attended Winthrop University
High School Diploma -
06.1982
Graduate of Hunter Huss High School
Skills
- Audit Process Management
- Quality Control Processes
- Policy and Procedure Modification
- Payment Collecting
- Customer Service and Assistance
- Basic Accounting Principles
- Office Equipment Operation
- Telephone Skills
- Microsoft Office
- Office Administration
- Office Supply Inventory Control
- Schedule Management
- Administrative and Clerical Support
Certification
- 01/25/17, Certified Revenue Cycle Representative (CRCR)
- 05/01/94, Certified Nursing Assistant I Certification, Expired
Timeline
Patient Services Specialist II - CaroMont South Point Family Practice PRN Urgent Cr
07.2018 - 04.2023
Revenue Cycle Quality Assurance Auditor II - Novant Healthcare
10.2013 - Current
Patient Services Specialist II Billing & Insurance - Caromont Ashley Women’s Center OB/GYN
12.2011 - 10.2013
Account Resolution Specialist - Caromont Hospital
01.2009 - 12.2011
Office Coordinator - Rescare Home Care–Gastonia, NC
08.2008 - 01.2009
Office Manager - Jani-King of Charlotte
01.2002 - 03.2007
Office Manager - Orkin Pest Control– Gastonia & Charlotte, NC
05.1989 - 01.2002
Additional Learned Skills - ,
Gaston College - Some College (No Degree), Medical Office Assistance
Winthrop University - Some College (No Degree), Fashion Merchandising
Hunter Huss High School - High School Diploma,
Work Schedule Preference
Full Time
Monday thru Friday
Computer Applications
- Microsoft Windows 7, 8 &10
- Microsoft Office
- Power Point
- Excel
- Publisher
- Outlook
- EPIC
- Legacy
- Athena
- SSI
- Greenway
- Onbase
- Gold
- TCN
- Dimensions
- Kronos
- Truck Stops-GPS-Fleet Management
Volunteer Experience
- Crisis Ministry of Winston Salem
- Crossnore School & Children’s Home of Winston Salem
- SECU House of Winston Salem
- Susan G Koman Race for the Cure (Allegacy Winston Salem)
- Hospitality House of Charlotte
Work Schedule Preference
Full Time
Monday thru Friday
Computer Applications
- Microsoft Windows 7, 8 &10
- Microsoft Office
- Power Point
- Excel
- Publisher
- Outlook
- EPIC
- Legacy
- Athena
- SSI
- Greenway
- Onbase
- Gold
- TCN
- Dimensions
- Kronos
- Truck Stops-GPS-Fleet Management
Volunteer Experience
- Crisis Ministry of Winston Salem
- Crossnore School & Children’s Home of Winston Salem
- SECU House of Winston Salem
- Susan G Koman Race for the Cure (Allegacy Winston Salem)
- Hospitality House of Charlotte
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