Kiara Badalo
Port Saint Lucie,FL
Summary
Looking to leverage my extensive customer service experience and leadership skills in a challenging role within a dynamic organization, where I can contribute to enhancing operational efficiency and achieving key performance metrics while fostering a positive team environment.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Workforce Management
Weill Cornell Medicine
New York, NY
01.2024 - Current
- Collaborate with leadership to optimize scheduling and staffing based on patient demand and operational needs.
- Analyze workforce data to improve efficiency, implement policies, and ensure maximum patient satisfaction.
- Utilize reports to monitor call center performance and manage call demand effectively.
Team Lead
Weill Cornell Medicine
New York, NY
09.2023 - 01.2024
- Assisted in grading quality assurance (QA) calls, consistently evaluating up to 30 calls daily to ensure adherence to service standards.
- Supported new hire training classes, mentoring staff to enhance their performance and integration into the team.
- Participated in day-to-day call center activities, providing support to meet ATC metrics.
Patient Access Coordinator
Weill Cornell Medicine
New York, NY
08.2022 - 09.2023
- Managed patient and physician inquiries, guiding patients in selecting suitable healthcare providers and navigating insurance processes.
- Scheduled and confirmed appointments, ensuring patients met all pre-appointment requirements, including eligibility checks and Covid screenings.
- Facilitated communication between patients and medical staff, streamlining appointment processes and enhancing patient satisfaction.
Appointment Specialist II
Cleveland Clinic, Weston, FL
10.2021 - 08.2022
- Addressed and escalated patient and staff complaints, ensuring timely resolutions and high standards of customer service.
- Verified insurance benefits for billing purposes and assisted patients with medication inquiries.
- Achieved a 94% adherence rate while managing high-volume office tasks.
Cardiology and Vascular Medicine (Temporary)
Cleveland Clinic
06.2021 - 09.2021
- Managed phone communications and ensured all referrals and authorizations were processed in advance of patient appointments.
Appointment Specialist I
Cleveland Clinic, Weston, FL
01.2021 - 10.2021
- Scheduled appointments and handled inquiries for over 60 patients daily, maintaining exceptional customer service standards.
- Successfully adapted to remote work, meeting all operational requirements.
Education
Bachelor of Science - Business Administration And Management
Indian River State College
Ft. Pierce, FL05-2025
Associate of Science - Marketing Management And Research
Indian River State College
Ft. Pierce, FL12-2022
Skills
- Exceptional customer service
- Strong communication and interpersonal skills
- Problem-solving and analytical thinking
- Team leadership and training
- Call center management and workforce optimization
- KPI development
- Quick learner
Certification
- Business Specialist Certification
- Business Operations Certification
Timeline
Workforce Management
Weill Cornell Medicine
01.2024 - Current
Team Lead
Weill Cornell Medicine
09.2023 - 01.2024
Patient Access Coordinator
Weill Cornell Medicine
08.2022 - 09.2023
Appointment Specialist II
Cleveland Clinic, Weston, FL
10.2021 - 08.2022
Cardiology and Vascular Medicine (Temporary)
Cleveland Clinic
06.2021 - 09.2021
Appointment Specialist I
Cleveland Clinic, Weston, FL
01.2021 - 10.2021
Bachelor of Science - Business Administration And Management
Indian River State College
Associate of Science - Marketing Management And Research
Indian River State College
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