Kelly Pendergraft
Clayton,NC
Summary
Dedicated Referral Coordinator with extensive experience managing patient referrals and coordinating with healthcare providers. Proficient in record-keeping and leveraging technology to streamline processes. Strong communication and problem-solving skills enhance operational efficiency and patient satisfaction. Committed to maintaining confidentiality and delivering exceptional service in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Emergency/Critical Care Referral Coordinator
BLUE PEARL VETERINARY SPECIALTY HOSPITAL
Cary, NC
12.2021 - Current
- Managed referrals for emergency and specialty services, facilitating seamless patient transitions.
- Served as primary liaison for referred clients, ensuring effective communication and support.
- Guided client hospital experience from initial referral to service completion, enhancing client satisfaction.
- Ensure all necessary information, including pDVM medical records and diagnostics are available prior to visit.
- Manage incoming referral records and updated patient files in hospital systems.
- Documented referrals accurately, maintaining comprehensive contact information and follow-up records.
- Communicate with veterinarians, clients, and clinical teams about referral requirements.
- Communicate with referring veterinary community, clients, and hospital teams.
Customer Service Coordinator II
BLUE PEARL VETERINARY SPECIALTY HOSPITAL
Cary, NC
01.2014 - Current
- Provide exemplary customer service to pet owners, visitors, referring veterinary hospital staff, Blue Pearl staff
- Resolved client and referring veterinarian concerns by acknowledging issues, answering questions, or directing to appropriate staff for assistance
- Ensure timely and accurate responses for phone inquiries by directing the caller to appropriate VSH staff
- Demonstrate prompt attention to telephone calls by answering calls within 3 rings
- Streamlined communication with nursing staff, doctors, administration, and management by efficiently routing phone, fax, and mail inquiries to the appropriate personnel
- Executed tasks with precision and documented all relevant information.
- Promoted teamwork and collaboration among staff to enhance service delivery and improve operational efficiency
- Maintain accurate medical records
Customer Support Manager
PETSMART
Garner, NC
01.2013 - 06.2014
- Addressed pet parent escalations by effectively applying PetSmart service policies and store procedures, enhancing customer satisfaction.
- Supports an excellent customer experience by directing and coordinating activities performed by Cashiers
- Reviewed customer issues and partnered with stores, logistics, and online support.
- Trained associates on PetSmart systems, enhancing service quality and fostering a knowledgeable team.
- Supported successful store operations by assisting with various tasks, ensuring smooth daily functions.
- Provide coverage of management duties within the store, opening, mid-shift and closing
Education
GED -
Garner High School
Garner, NC05-1977
Skills
- Referral management
- Referral coordination
- Client intake
- Medical records
- Electronic patient charts
- Hospital systems
- Appointment scheduling
- Records management
- Data entry
- Database management
- Medical terminology knowledge
- Claims processing
- Customer service
- Multi-line phone proficiency
- Effective communication
- Detail orientation
- Record preparation
Timeline
Emergency/Critical Care Referral Coordinator
BLUE PEARL VETERINARY SPECIALTY HOSPITAL
12.2021 - Current
Customer Service Coordinator II
BLUE PEARL VETERINARY SPECIALTY HOSPITAL
01.2014 - Current
Customer Support Manager
PETSMART
01.2013 - 06.2014
GED -
Garner High School