Microsoft Word
Kelly Pulatie
Customer Service
Harlan,IA
Overview
17
17
years of professional experience
7
7
years of post-secondary education
Work History
Patient Access Representative
Conifer Health- Mercy Hospital
Council Bluffs, IA
11.2015 - 10.2024
- Promoted to Team Lead in November of 2022
- This promotion included: training of both new and experienced employees; working with patient cash and check payments to calculate the deposit and prepare it for the bank to retrieve; cross training in all Registration areas and helping cover areas as needed
- Also worked closely with the team supervisor on team communications and scheduling
- Greeted and directed visitors to their destinations, answered questions and redirected the visitors and patients as needed
- Greeted and registered patients by obtaining demographic information in a professional and timely manner
- Secured insurance information and verification through electronic verification and phone calls
- Educated patients regarding their financial responsibility in terms of co-payment or coinsurance
- Also helped patients obtain financial aid options
- Handled payments in a professional and timely manner
- Registered patients for procedures and services in other areas of the hospital such as walk in labs and behavioral services
Guest Services Assistant
Target
Council Bluffs, IA
08.2009 - 08.2016
- Promoted to Guest Service Assistant position in recognition of work performance- December 2009
- Trained front end staff members
- Answered guest or staff questions
- Problem solved to resolve issues
- Supervised daily activities of front end staff
Direct Care Worker
Midstep Services
Sioux City, IA
06.2007 - 04.2009
- Assisted adult clients diagnosed with mental handicaps with development of daily living skills
- Administrated medication to clients as directed
- Maintained daily documentation on clients' activities and progress
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Education
Masters of Social Work Administration - Social Work Administration
University of Northern Iowa
Cedar Falls, IA 08.2013 - 05.2015
Bachelor of Arts - Psychology
Morningside College
Sioux City, IA 08.2005 - 05.2007
Certified Nurse's Aid - Nursing
Iowa Western Community College
Council Bluffs, IA 08.2009 - 05.2010
No Degree - Psychology, American Sign Language Interpretation
William Woods University
Fulton, MO 08.2003 - 05.2005
High School Diploma -
Laurens Marathon High School
Laurens, IA 08.2002 - 05.2003
No Degree - N/A- High School Student
Lewis Central High School
Council Bluffs 08.2001 - 05.2002
Skills
- Patient identity verification
- Registration management
- Patient check-in
- Quality assurance
- Money handling
- Insurance verification
- Phone and email etiquette
- Policy understanding
- Team leadership
- HIPAA compliance
- Fee collection
- Conflict resolution
- Financial procedures adherence
- Customer service
- Relationship building
- Patient registration
- Friendly and outgoing
- Multitasking and organization
- Complaint processing
- Paging systems
- Customer follow-up
- Problem-solving
- Training coordination
- Payment processing
- Team collaboration
- Information collection
- Insurance billing
- Work quality evaluation
- Insurance company billing
- Patient education
- Flexible schedule
Accomplishments
- Supervised teams of 10-30 staff members.
- Achieved team leading through effectively helping with new team member training and training current team members on new procedures.
- Documented and resolved team member conflicts, which led to team member education and conflict resolution.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeContract WorkGig WorkFull TimeLocation Preference
RemoteImportant To Me
Work-life balanceFlexible work hoursWork from home optionQuote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Software
EPIC
Languages
English
Native or Bilingual
Interests
Writing
Reading
Research
Customer Service
Timeline
Patient Access Representative
Conifer Health- Mercy Hospital
11.2015 - 10.2024
Masters of Social Work Administration - Social Work Administration
University of Northern Iowa
08.2013 - 05.2015
Certified Nurse's Aid - Nursing
Iowa Western Community College
08.2009 - 05.2010
Guest Services Assistant
Target
08.2009 - 08.2016
Direct Care Worker
Midstep Services
06.2007 - 04.2009
Bachelor of Arts - Psychology
Morningside College
08.2005 - 05.2007
No Degree - Psychology, American Sign Language Interpretation
William Woods University
08.2003 - 05.2005
High School Diploma -
Laurens Marathon High School
08.2002 - 05.2003
No Degree - N/A- High School Student
Lewis Central High School
08.2001 - 05.2002
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