Kelsey Thomas
Lancaster
Summary
Detail-oriented and dedicated customer service professional with a proven track record of exceeding service goals and enhancing patient care and satisfaction. Recognized for exceptional problem-solving abilities and strong communication skills, consistently fostering positive relationships with clients and colleagues. Committed to delivering high-quality support and solutions, ensuring a seamless experience for all. Passionate about contributing to team success and driving continuous improvement in service.
Overview
9
9
years of professional experience
Work History
Live Answer Coordinator
Tryon Medical Partners
08.2020 - Current
- Manage a high volume of patient calls through RingCenteral and texts through Medchat, ensuring professional and efficient customer care.
- Verify insurance coverage, demographic details, and maintain accurate patient records.
- Supported multiple physicians and their staff by managing electronic medical records, referrals, prescription requests and prior authorizations to ensure seamless patient care in a timely manner.
- Train new hires, ensuring smooth integration into workflow.
- Streamlined processes by creating spreadsheets that improved scheduling efficiency.
- Consistently recognized for accuracy and reliability in handling sensitive medical information.
- Recognized by management for providing exceptional customer service and exceeding goals.
- Exceeded customer satisfaction by providing excellent service and attention to customers with resolving problems using knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our portal and online texting services.
- Processed patient payments.
- Managed follow-up calls to ensure patient satisfaction.
Assistant Manager
Subway
10.2018 - 03.2020
- Supervised and trained employees, ensuring compliance with company standards.
- Oversaw payroll, scheduling, inventory management, and daily bank deposits.
- Improved team performance through coaching and leadership.
- Delivered excellent customer service, increasing repeat customer satisfaction.
Phlebotomist
Springs Memorial Hospital
08.2018 - 10.2018
- Collected blood samples while ensuring patient comfort and safety.
- Explained procedures and reassured patients to reduce anxiety.
- Maintained accurate records and supply inventory for the ER department.
Customer Service Associate
Bi-Lo
08.2016 - 08.2018
- Advanced from cashier to customer service associate due to reliability and strong performance.
- Handled cash, balanced drawers, and assisted with merchandise displays and inventory.
- Provided friendly and efficient customer service in a fast-paced retail environment.
Education
High School Diploma -
Buford High School
05-2018
Skills
- Patient Scheduling & Data Entry
- Electronic Health Records
- Call Center Systems: RingCentral, Nice inContact
- Medchat and Artera (AI) Systems
- Customer Service & Conflict Resolution
- Training & Team Leadership
- Workflow Optimization & Process Improvement
- Excelled knowledge in Prescription Prior Authorizations and Appeals using Covermymeds, Surescripts, and RxBenefits online portals
- Documentation and Reporting
- Attention to Detail and Problem Solving
- Microsoft Suite: Word, Excell, and Outlook
- 65 WPM Typing Speed
Accomplishments
- Multiple A+ Tryon Cards from patients and management.
- Multiple employee spot bonuses.
Timeline
Live Answer Coordinator
Tryon Medical Partners
08.2020 - Current
Assistant Manager
Subway
10.2018 - 03.2020
Phlebotomist
Springs Memorial Hospital
08.2018 - 10.2018
Customer Service Associate
Bi-Lo
08.2016 - 08.2018
High School Diploma -
Buford High School
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