Kelsey Bachand
Swansea,MA
Summary
Medical administrative professional prepared to excel in patient care and administrative duties. Skilled in patient communication, appointment scheduling, and administrative support. Proven ability to manage patient interactions, coordinate appointments, and support clinical operations. Known for team collaboration and adaptability, leveraging communication and organizational skills to achieve optimal patient satisfaction.
Overview
2026
2026
years of professional experience
Work History
Patient Service Specialist
Hawthorn Medical Associates
07.2021 - Current
- Managed high call volumes by efficiently triaging incoming requests to the appropriate personnel.
- Managed patient inquiries, providing accurate information on services and procedures.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Schedule in-office procedures and injections according to department protocols.
- Monitored schedule conflicts and proactively resolved issues to maintain continuity of care for patients.
- Collaborated with surgeons and medical staff to confirm availability and prepare for upcoming surgeries and preoperative appointments.
- Coordinated with insurance companies to obtain pre-authorizations for scheduled surgeries, outpatient imaging requests, and prescriptions.
- Facilitated patient scheduling and appointment confirmations to enhance operational efficiency.
- Trained new staff on patient management software and office procedures for seamless integration.
Lead Front Desk Receptionist
University Orthopedics, Inc.
04.2018 - 07.2021
- Checked the patient's insurance, demographic information, and health history to keep the information current. Helped patients complete necessary medical forms and documentation.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Upload imaging discs for providers, and burn CD imaging for patient records per request.
- Maintained a well-stocked reception area, creating a welcoming atmosphere for patients upon arrival.
- Oversee clerical staff, medical assistants, and MDs on the floor, and assist with any issues.
- Follow up with all floor staff on the new protocols sent out by the Site Manager as needed.
- Conduct job-specific training for new and existing employees to ensure understanding of responsibilities, policies, and procedures. Recommend further training and/or disciplinary action as needed.
Medical Secretary
Bayside OB/GYN
09.2016 - 04.2018
- Answered telephone calls to offer office information, answer questions, and direct calls to staff. Prioritized calls through the screening process, transferred calls, and recorded messages for appropriate personnel.
- Managed front desk operations efficiently while greeting patients warmly, and addressing their concerns professionally. Obtained payments from patients, and scanned identification and insurance cards.
- Facilitated communication between patients and healthcare providers, ensuring that questions and concerns were promptly addressed.
- Processed TDI and FMLA paperwork according to a specific case in a timely manner.
- Prepared and processed patient referrals and transfer requests.
Administrative Assistant
Forms R Us, Inc.
2011 - 2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Managed correspondence and communication, ensuring timely responses to internal and external inquiries.
- Developed and maintained filing systems, enhancing document retrieval efficiency by organizing records systematically.
- Trained new administrative staff on office procedures, fostering a collaborative work environment.
- Maintained inventory of office supplies and placed orders.
Medical Receptionist
Prime Medical Associates
2010 - 2011
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Transcribed phone messages and relayed to appropriate personnel.
- Supported office staff and operational requirements with administrative tasks.
Medical File Clerk
Truesdale Clinic, Inc.
2007 - 2008
- Processed and scanned documents into electronic health record systems for improved accessibility.
- Implemented a systematic approach to categorize and retrieve patient records efficiently.
- Coordinated with healthcare providers to update and verify patient information regularly.
- Organized and maintained patient medical files to ensure compliance with healthcare regulations.
- Ensured confidentiality of sensitive information by adhering to HIPAA guidelines consistently.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Hooksett, NHSkills
- Appointment scheduling
- Insurance verification
- Medical terminology
- Electronic health records
- Patient confidentiality
- Insurance verifying
- HIPAA compliance
- Conflict resolution
- Problem-solving
- Multitasking and organization
- Attention to detail
- Team leadership
Timeline
Patient Service Specialist
Hawthorn Medical Associates
07.2021 - Current
Lead Front Desk Receptionist
University Orthopedics, Inc.
04.2018 - 07.2021
Medical Secretary
Bayside OB/GYN
09.2016 - 04.2018
Administrative Assistant
Forms R Us, Inc.
2011 - 2018
Medical Receptionist
Prime Medical Associates
2010 - 2011
Medical File Clerk
Truesdale Clinic, Inc.
2007 - 2008
Bachelor of Science - Healthcare Administration
Southern New Hampshire University