Kelly Williams
Painesville,OH
Summary
Results-oriented professional with expertise in scheduling coordination and customer service at Cleveland Clinic. Streamlined processes to enhance departmental efficiency, achieving a 30% reduction in wait times. Proficient in optimizing workflows and fostering collaboration to improve patient satisfaction. Strong organizational and communication skills drive successful project management and operational success.
Overview
16
16
years of professional experience
Work History
Department Coordinator
Cleveland Clinic
06.2015 - Current
- Assisted in coordinating departmental meetings and events to enhance team collaboration.
- Managed scheduling and calendar coordination for department leadership to optimize time management.
- Supported communication between departments, ensuring smooth information flow and operational efficiency.
- Documented meeting minutes and action items to maintain accountability across teams.
- Organized departmental resources and materials for easy access and improved workflow efficiency.
- Developed and implemented training programs to enhance staff skills and productivity.
- Improved department efficiency by streamlining processes and implementing new organizational systems.
- Assisted in recruiting efforts, contributing to the successful onboarding of new team members.
- Served as a liaison between the department and other internal teams, fostering strong working relationships.
- Provided administrative support to senior leadership as needed, including calendar management, travel arrangements, and document preparation.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Patient Service Representative
Cleveland Clinic
08.2009 - 06.2015
- Managed patient inquiries, ensuring timely and accurate responses to enhance patient satisfaction.
- Coordinated scheduling for appointments, optimizing clinic workflow and resource allocation.
- Processed insurance verification and eligibility checks, ensuring seamless patient access to services.
- Implemented process improvements that streamlined patient intake procedures, reducing wait times significantly.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used EPIC to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
Education
No Degree - General Studies
University of The Cumberlands
Williamsburg, Kentucky, KYCertification of Completion - Ministry
Purpose Institute
Perry, OH05-2022
Skills
- Workload prioritization
- Scheduling coordination
- Document control
- Report preparation
- Meeting facilitation
- Customer service
- Problem-solving
- Time management
- Team leadership
- Adaptability and flexibility
- Verbal and written communication
- Customer engagement
- Work planning and organization
Timeline
Department Coordinator
Cleveland Clinic
06.2015 - Current
Patient Service Representative
Cleveland Clinic
08.2009 - 06.2015
No Degree - General Studies
University of The Cumberlands
Certification of Completion - Ministry
Purpose Institute