KIANA BURNS
Bronx,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Lead Patient Coordinator
Weill Cornell Medicine
02.2020 - Current
- Mentored new staff on correct procedures, compliance requirements and performance strategies. Delivered high-quality administrative and customer service to sustain patient and work flows.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Processed patient payments and scanned identification and insurance cards.
- Protected patients by observing strict HIPAA guidelines.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Scheduled evaluations and procedures for patients.
- Received and routed care team messages and documents to appropriate staff.
SWCC/Call Center Agent
Maximus/New York State of Health
06.2015 - 01.2020
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Observed strict HIPAA guidelines at all times according to company policy.
- Educated referral sources and patients on qualifications of services and third party billing guidelines.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Senior Sales Advisor
Gap
07.2012 - 06.2015
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Answered incoming telephone calls to provide store, products and services information.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
Bachelor of Science - Healthcare Administration
University of Phoenix
Tempe, AZ08.2024
High School Diploma -
Coalition For Social Change
2014
Skills
- Bilingual in English and Spanish
- Courteous and Efficient
- Excellent communication skills
- Strong Leadership
- Microsoft expert
- Expert in Epic
Timeline
Lead Patient Coordinator
Weill Cornell Medicine
02.2020 - Current
SWCC/Call Center Agent
Maximus/New York State of Health
06.2015 - 01.2020
Senior Sales Advisor
Gap
07.2012 - 06.2015
Bachelor of Science - Healthcare Administration
University of Phoenix
High School Diploma -
Coalition For Social Change
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