Kelly MacDonald
Euclid,Ohio
Summary
Accomplished Patient Service Specialist with a proven track record at Cleveland Clinic, adept in insurance verification and providing exceptional patient education. Excelled in streamlining processes for efficiency and confidentiality, enhancing patient satisfaction. Skilled in fostering positive relationships, demonstrated by superior customer service and effective appointment scheduling.
Overview
27
27
years of professional experience
Work History
Patient Service Specialist/Financial Counselor
Cleveland Clinic
Hillcrest Outpatient Laboratory
07.2018 - Current
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Facilitated communication between patients and various departments and staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Resolved patient billing issues in line with established guidelines.
- Followed document protocols to safeguard confidentiality of patient records.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
Patient Financial Counselor
Cleveland Clinic
Emergency Dept
07.2012 - 07.2018
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Delivered support to medical staff in completion of patient paperwork.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
Patient Access Representative
Lake Health
Urgent Care
04.2008 - 06.2012
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
- Followed document protocols to safeguard confidentiality of patient records.
- Answered incoming calls, scheduled appointments and filed medical records.
- Organized patient records and database to facilitate information storage and retrieval.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Engaged with patients to provide critical information.
- Verified patient insurance eligibility and entered patient information into system.
- Facilitated communication between patients and various departments and staff.
Administrative Assistant
Dr's Malgieri and Dorsky
General Surgery/ Hillcrest Hospital
01.1998 - 09.2004
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Streamlined office processes by implementing efficient filing and organizational systems.
- Facilitated smooth communication between departments, acting as a liaison to ensure prompt resolution of issues.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Education
High School Diploma -
Richmond Heights High School
Richmond Hts., OHSkills
- Appointment Scheduling
- Insurance Verification
- Patient confidentiality
- Patient Education
Timeline
Patient Service Specialist/Financial Counselor
Cleveland Clinic
07.2018 - Current
Patient Financial Counselor
Cleveland Clinic
07.2012 - 07.2018
Patient Access Representative
Lake Health
04.2008 - 06.2012
Administrative Assistant
Dr's Malgieri and Dorsky
01.1998 - 09.2004
High School Diploma -
Richmond Heights High School