Kelly Wise
LEXINGTON,Kentucky
Summary
Dynamic healthcare professional with a proven track record at UK Healthcare, excelling in HIPAA compliance and patient care. Skilled in customer service and healthcare systems navigation, I've driven quality assurance and fostered team collaboration. Demonstrated leadership in training and enhancing team engagement, significantly improving patient satisfaction and operational efficiency.
Overview
26
26
years of professional experience
Work History
Patient Access Representative
UK Healthcare
01.2017 - Current
- Ensure compliance with HIPAA regulations to maintain the confidentiality of sensitive patient information during all interactions.
- Stay calm under pressure to and successfully dealt with difficult situations.
- Adapt quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provide excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contribute to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Train new hires on department procedures, policies, and software systems.
Certified Optician
Simpson Optical
05.2014 - 01.2017
- Performed accurate eye measurements to ensure proper fitting of eyewear, increasing customer comfort and reducing returns.
- Coordinated promotional events such as trunk shows, effectively showcasing new product lines while driving sales and community engagement.
- Streamlined office workflow by implementing new appointment scheduling systems, leading to reduced wait times for patients.
- Developed marketing initiatives aimed at attracting potential customers from nearby businesses and community organizations, leading to increased clientele base growth over time.
- Implemented a customer referral program that led to an increase in new business from satisfied clients'' recommendations.
- Assisted clients in selecting the best eyewear for their needs, contributing to increased sales and repeat business.
- Conducted regular maintenance checks on equipment to prevent malfunctions during eye exams, maintaining smooth clinic operations.
- Mentored junior staff members on industry best practices, resulting in a knowledgeable and cohesive team environment.
- Improved customer satisfaction by providing personalized optical consultations and product recommendations.
- Regularly attended industry conferences and workshops to stay current on trends, technologies, and best practices in the optical field.
- Collaborated with insurance providers to streamline claim processing, reducing paperwork for clients and ensuring timely reimbursements.
Ophthalmic Medical Technician
Mark Simon MD
08.2012 - 05.2014
- Performed refractions and pretesting on all patients for ophthalmologists.
- Reduced patient wait times through prompt and efficient pre-examination procedures, ensuring a positive experience.
- Evaluated new ophthalmic equipment options for potential addition into the practice based on effectiveness and cost efficiency assessments.
- Promoted eye health education by providing patients with informative materials on proper eyewear use, hygiene practices, and disease prevention strategies.
- Streamlined office workflow by efficiently managing patient schedules, appointments, and medical records.
- Maintained high standards of cleanliness and sterilization in exam rooms, safeguarding against infection and crosscontamination.
- Developed strong rapport with patients from diverse backgrounds by adjusting communication style as needed for maximum understanding and comfort during their appointments.
Optical Manager
Kentucky Eye Institute
03.1999 - 08.2012
- Supervised and managed opticians using feedback, constructive conversations, and leading daily activities on the sales floor.
- Interacted with customers to help determine or suggest the best products to meet eyewear needs and achieve the desired look.
- Boosted team engagement and workplace satisfaction using managerial and motivational skills.
- Checked finished eyewear to maintain optical standards, customer requirements, and special requests.
- Collaborated with store manager to plan staff schedules and determine hiring needs.
- Explained prescriptions, optical terminology and products to customers.
- Optimized store layout for improved visual merchandising, leading to increased foot traffic and higher sales conversion rates.
- Maintained up-to-date knowledge of industry trends and advancements in eyewear technology.
- Managed and trained a team of opticians, ensuring high levels of product knowledge and customer service skills.
- Collaborated with vendors to negotiate favorable pricing on frame purchases, maximizing profit margins without sacrificing product quality or selection.
- Monitored general store systems, inventory databases and operations to quickly identify and resolve issues or concerns.
- Enforced HR policies and procedures to continually meet customer expectations and promote store productivity.
- Developed strong relationships with eye care professionals to promote collaborative care for patients.
- Oversaw optician apprentice program to teach upcoming professionals valuable skills with real-world applications.
- Resolved escalated customer issues promptly and professionally, maintaining a positive brand reputation within the community.
Education
ABO Certified Optician - Optometry
Americal Board of Opticinary
217 N Upper St, Lexington, KY 40507 ·05-1998
No Degree - Business Communication
BCTC
Lexington, KY05-1996
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Appointment scheduling
- Phone and email etiquette
- Medical terminology
- Healthcare systems navigation
- Strong empathy
- Problem-solving
- Team collaboration
- Quality assurance
Timeline
Patient Access Representative
UK Healthcare
01.2017 - Current
Certified Optician
Simpson Optical
05.2014 - 01.2017
Ophthalmic Medical Technician
Mark Simon MD
08.2012 - 05.2014
Optical Manager
Kentucky Eye Institute
03.1999 - 08.2012
ABO Certified Optician - Optometry
Americal Board of Opticinary
No Degree - Business Communication
BCTC
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