Kelly Marshall
Lanett
Summary
Dedicated administrative professional skilled in coordinating care for over 25 patients daily. Recognized for enhancing customer satisfaction through effective problem resolution and strong communication with diverse stakeholders. Committed to continuous learning and applying hands-on experience to improve service delivery.
Overview
18
18
years of professional experience
Work History
Community Liaison
AccentCare
Hapeville
05.2021 - Current
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained detailed patient records in compliance with regulations.
Scheduler
Guardian Homecare
College Park
05.2021 - Current
- Coordinated with case managers at hospitals and doctor offices to ensure seamless continuation of patient care
- Collaborated daily with nurses, clinicians, therapists, social workers, and directors to address clinician inquiries and resolve issues
- Work as an advocate with patients who are dealing with crisis as well as assisting their families with proper resources
- Processed doctor orders efficiently/ Input patient information into database
- Initiated care and continued services for over 25 patients and their families daily through direct contact
Customer Service Supervisor
America Home Shield
07.2018 - 05.2021
- Oversaw customer service operations to enhance service quality and support.
- Resolved customer complaints and negotiated disputes to maintain customer satisfaction.
- Delivered performance feedback on adherence to policies and procedures to ensure compliance.
- Executed data entry tasks using spreadsheets and word processing software. using spreadsheets, excel and word
Quality Control Team Leader
Ajin Joon USA
07.2015 - 07.2018
- Ensured quality control by guiding team to produce high-standard products.
- Conducted audits on products to verify quality and efficiency.
- Reviewed quality of factors influencing production to uphold standards.
- Devising, improving, and reviewing new specifications and procedures for products or processes, and training staff to use them.
Scheduler/Administrative Specialist
Gentiva Home Health & Hospice
07.2008 - 06.2015
- Scheduled for aides, nursing and therapy weekly, scheduling and confirming medical appointments for over 650 patients
- Facilitated communication between clients and employees by addressing inquiries and resolving work-related issues
- Ensured delivery of quality services aligned with agency policies and procedures
- Coordinated outreach efforts with marketers to maintain patient care continuity with local hospitals and doctor offices
Education
Medical Billing & Coding -
Southern Union State Community College
Lanett, AL01-2009
Associates Business Office Administration -
Southern Union State Community College
Lanett, AL05-2004
High School Diploma -
Lanett High School
Lanett, AL05-1998
Skills
- Patient Care Coordination
- Care coordination
- Customer Service Excellence
- Patient Advocacy
- Scheduling
- Organizational skills
- Records management
- Health systems
- HIPAA compliance
- Microsoft: Excel
- Microsoft: Word
- Microsoft: PowerPoint
- Process Improvement
- Clerical tasks
- Time management
- Problem solving
- Conflict resolution
- Teamwork and collaboration
Training
- Medical Terminology
- Intro to Business
- Business Administration
Timeline
Community Liaison
AccentCare
05.2021 - Current
Scheduler
Guardian Homecare
05.2021 - Current
Customer Service Supervisor
America Home Shield
07.2018 - 05.2021
Quality Control Team Leader
Ajin Joon USA
07.2015 - 07.2018
Scheduler/Administrative Specialist
Gentiva Home Health & Hospice
07.2008 - 06.2015
Medical Billing & Coding -
Southern Union State Community College
Associates Business Office Administration -
Southern Union State Community College
High School Diploma -
Lanett High School