Kendyl Bilt
Mission Viejo,CA
Summary
Dedicated customer service professional providing skills to prioritize and multi-task in fast-paced working environment.
Overview
6
6
years of professional experience
Work History
Practice Manager
Banfield
02.2024 - Current
- Assessed medical office operations, identified areas of improvement, and developed plans for corrective action.
- Implemented policies and procedures related to patient care delivery in accordance with organizational standards.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Motivated staff by offering direction and providing constructive feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Ensured compliance with industry regulations and company policies.
Client Service Supervisor
BluePearl Specialty + Emergency
05.2022 - 02.2024
- Entered time and attendance logs in preparation for payroll.
- Fostered positive employee relationships through communication, training and development coaching.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Interviewed and hired qualified candidates to fill open positions.
- Conducted quality, timely performance feedback and performance appraisals.
- Monitored phone calls to provide feedback and coaching.
- Delivered continuous training to associates to maximize performance and client relations skills.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Presented and explained fees, clearly clarifying invoices and company policies.
- Implemented new company platform initiatives, learning and mastering new technologies to improve client service.
Doctor’s Assistant Supervisor
VCA Irvine University Park
09.2021 - 05.2022
- Delegate daily tasks to team members to optimize group productivity
- Organize schedules, workflows and shift coverage to meet expected business demands
- Provide ongoing training to address staff needs
- Interview applicants, recommend individuals for hiring, and evaluate staff performance
- Handle increased volume of work while maintaining high level of accuracy and quality
- Update policies and procedures to maximize team efficiency and productivity
- Review medical records prior to appointments to ensure the best patient care
- Accompany DVMs in exam rooms and note any abnormal findings for medical records
- Handle any escalated client issues with dignity and care
- Discuss sensitive issues such as finances with empathy and compassion
- Keep up to date on all software updates, policy updates, and products within company
Doctor’s Assistant
VCA Irvine University Park
07.2020 - 09.2021
- Greet clients and obtain history from owner, perform TPR to complete check-in
- Creates complete treatment plan/estimate on behalf of DVM and present to clients
- Fill medications and administer vaccinations
- Assist doctors with lab callbacks, surgical follow-up calls, and other calls on their behalf
- Review medical records prior to appointments to ensure the best patient care
- Accompany DVMs in exams and note any abnormal findings for medical records
- Ensure standards to maintain hospital’s AAHA status is met and provide high-quality patient and client care
- Assist doctors and technicians with restraints for exams, blood draws, and radiographs
- Assist four doctors and anticipate their needs to meet individual expectations
- Prepare appointments and treatment plans in advance, to be as efficient as possible to allow for a smooth and efficient day
Client Service Representative
VCA Irvine University Park
11.2018 - 07.2020
- Answer incoming calls promptly to ensure superior customer care
- Greeted incoming clients to provide immediate, friendly and knowledgeable support
- Opening and closing responsibilities, including cash handling and bank deposits
- Establish sustainable client relationships built on trust by applying excellent communication and interpersonal skills
- Documented customer correspondence in software system to track requests, problems and solutions.
- Managed and updated digital client/patient account information (EMR) to keep medical records accurate and current
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities
Education
Bachelor of Arts -
University of Colorado
Boulder, CO05.2014
High School Diploma -
Santa Margarita Catholic
Rancho Santa Margarita, CA06.2010
Skills
- Operations and Efficiency
- Work Planning and Prioritization
- Complex Problem Solving
- Customer Service
- Process Improvement
- MS Office
- Time Management
- Computer Skills
- Efficient and Detail-Oriented
Timeline
Practice Manager
Banfield
02.2024 - Current
Client Service Supervisor
BluePearl Specialty + Emergency
05.2022 - 02.2024
Doctor’s Assistant Supervisor
VCA Irvine University Park
09.2021 - 05.2022
Doctor’s Assistant
VCA Irvine University Park
07.2020 - 09.2021
Client Service Representative
VCA Irvine University Park
11.2018 - 07.2020
Bachelor of Arts -
University of Colorado
High School Diploma -
Santa Margarita Catholic
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