Kelsi Popik
Casa Grande,AZ
Summary
Hard working professional with extensive experience in customer service and care coordination. Proven ability to enhance client satisfaction through effective problem resolution and active listening. Skilled in data entry and appointment scheduling, consistently streamlining operations and improving patient outcomes. Committed to delivering exceptional support and fostering strong client relationships in high-pressure environments.
Overview
8
8
years of professional experience
Work History
CSR
Yavapai Emergency Animal Hospital
Prescott Valley, AZ
05.2024 - 03.2026
- Facilitated client inquiries regarding pet health and available services.
- Managed accurate processing of patient information utilizing electronic medical records system.
- Instructed pet owners on care procedures and hospital protocols to enhance understanding and compliance.
- Addressed customer complaints with efficiency to improve client satisfaction.
- Facilitated collaboration with veterinary team to enhance patient intake efficiency.
- Oversaw cleanliness and organization of front desk area to enhance operational efficiency.
- Navigated high-stress situations with composure, ensuring professionalism while resolving disputes and conflicts.
Transportation Coordinator
Granite Health and Rehabilitation Center
Prescott, AZ
01.2024 - 04.2024
- Coordinated transportation logistics for patient transfers and medical appointments.
- Managed scheduling of vehicles to optimize operational efficiency and reduce wait times.
- Collaborated with healthcare staff to ensure timely transportation services for residents.
- Developed and maintained relationships with external transportation vendors for service reliability.
- Oversaw daily transportation operations, ensuring compliance with regulatory standards.
Yavapai Eye Care
Prescott Valley, AZ
01.2023 - 12.2023
- Coordinated patient scheduling for surgical procedures to optimize clinic workflow.
- Assisted surgeons with pre-operative preparations and patient education.
- Managed medical records and documentation to ensure compliance with regulations.
- Communicated effectively with patients regarding insurance verification and financial responsibilities.
- Trained new staff on office procedures and software systems for enhanced efficiency.
- Verified insurance coverage and benefits and communicated directly with patient for timely scheduling of clinic appointment and surgery procedure.
- Collaborated with surgical team members to maintain a well-organized and efficient operating room environment.
- Ensured timely insurance verifications and authorizations, preventing delays in scheduled procedures.
- Conducted thorough follow-ups with patients post-surgery to monitor progress and provide necessary support regarding their recovery.
- Provided exceptional customer service to patients and their families throughout the surgical process, earning consistent positive feedback from both parties.
Chronic Illness Case Manager
Optima
Prescott, AZ
01.2020 - 01.2022
- Managed care coordination for chronic illness patients, ensuring adherence to treatment plans.
- Conducted comprehensive assessments to identify patient needs and develop personalized care strategies.
- Collaborated with multidisciplinary teams to facilitate patient access to necessary resources and services.
- Monitored patient progress, adjusting care plans based on evolving health conditions and feedback.
- Educated patients on disease management techniques, enhancing self-care skills and compliance.
- Utilized electronic health record systems to document case notes and track patient outcomes effectively.
- Advocated for patients' rights, addressing barriers to care and improving overall satisfaction with services.
- Conducted thorough assessments of patients'' needs, leading to more targeted interventions and better health outcomes.
- Delivered comprehensive planning, implementation and evaluation of plans of care.
- Coordinated care by leading daily patient rounds and facilitating communication among nurses, ancillary staff and physicians.
- Maintained strict confidentiality regarding sensitive patient information in accordance with HIPAA regulations.
Surgery Coordinator
Kokopelli Eye Care
Prescott, AZ
01.2018 - 01.2020
- Collaborated with medical staff to streamline surgical protocols and improve patient outcomes.
- Implemented process improvements that reduced patient wait times for consultations and surgeries.
- Supported quality assurance initiatives by monitoring adherence to safety standards in the surgical environment.
- Streamlined communication between surgeons, patients, and hospital staff for seamless surgery coordination.
- Counseled patient about personal financial responsibility and collaborated with billing to resolve patient accounts.
- Coordinated post-operative care plans with nursing staff to ensure a smooth transition from surgery to recovery for each patient.
- Participated in ongoing professional development opportunities to stay current on best practices in surgery coordination and related fields.
- Maintained efficient surgery schedule by monitoring daily activities and resolving potential conflicts.
- Coordinated testing, labs and other diagnostic data for proper clearance prior to surgery.
- Collaborated with patient, referring physician and surgical specialist to coordinate pre- and post-operative care for surgical procedures.
Education
Certified Medical Assistant -
Online Course
OnlineSkills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Computer proficiency
Conflict resolution
Complaint handling
Payment processing
Client relations
Professional telephone demeanor
Scheduling
Follow-up skills
Paperwork processing
Appointment scheduling
Administrative support
Staff training
Timeline
CSR
Yavapai Emergency Animal Hospital
05.2024 - 03.2026
Transportation Coordinator
Granite Health and Rehabilitation Center
01.2024 - 04.2024
Yavapai Eye Care
01.2023 - 12.2023
Chronic Illness Case Manager
Optima
01.2020 - 01.2022
Surgery Coordinator
Kokopelli Eye Care
01.2018 - 01.2020
Certified Medical Assistant -
Online Course