KIM BOYD
Owings Mills,MD
Summary
Highly communicative professional with more than 25 years of expertise as a Customer Service Expert. Team player provides exceptional guest service. Background in the healthcare and hospitality positions at hospitals, hotels and physician practices, where patient/client satisfaction is of utmost importance.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
22
22
years of professional experience
Work History
Guest Relations Specialist
Johns Hopkins Hospital/Hackerman-Patz Pavillion
08.2024 - Current
- Handled customer complaints to satisfy and retain guests.
- Provided each guest with upcoming activities and events upon check-in to enhance stays.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Utilized variety of organizational, problem solving and communication skills to drive guest satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
- Managed check-in and check-out procedures for guests.
Surgical Scheduler/Administrative Assistant
Life Bridge Health Sports Medicine Institute
07.2023 - Current
- Main responsibility is to ensure, organize, and maintain an active, accurate, and operational surgery schedule. Managing the prospective patient’s medical records, inputting and updating patient’s insurance information, scheduling procedures from the physician’s office using established hospital guidelines, and ensuring sufficient information is distributed to the patient’s and all necessary parties, including hospital departments, primary care physicians, surgeons, through productive open communication.
- Ensures that each patient processes appropriate or medical clearance needed for a successful surgery before they are scheduled for the procedure. Also, giving immediate feedback to the primary hospital department on any medical abnormalities noticed, which disrupt a surgery.
- Updates patient’s, hospital staff, and physician offices automatically on any changes in the schedule. Dealing with the necessary paperwork for an effective surgery process, such as ordering for test results- MRI, CT, PT, laboratory tests and cardiac clearances. Set post- operative appointments with doctors and perform all necessary tests.
- Resolved scheduling conflicts to maintain high-quality patient services. Answered telephone calls to offer office information, answer questions, and direct calls to staff. Coordinated with facilities to set up surgeries for the Sports Medicine Institute at LifeBridge Health at Sinai Hospital. Received and routed laboratory results to correct clinical staff members.
Clinical Customer Service Coordinator
Johns Hopkins Hospital
10.2021 - 02.2023
- In collaboration with patient relations specialists, managed complaints/concerns and written grievances regarding patient care experiences in collaboration with all stakeholders.
- Supported and promoted all initiatives with our Patient Experience Coaches while supporting Johns Hopkins Hospital mission and core values.
- Formed productive and positive relationships immediately with patients, their families, and other caregivers while maintaining appropriate boundaries and communicated with cultural awareness and sensitivity.
- Utilized strong interpersonal skills to communicate with and interacted effectively with employees, staff and administration.
- Supervised and mentored Johns Hopkins Volunteers Summer Program
- Supported patients by connecting them with social workers, tracking their belongings, and arranging transportation.
- Direct day-to-day administrative and operational functions for 1091-bed facility, providing guidance and leadership to over 50 volunteers across several departments.
Graduate Student Teaching Assistant
Bowie State University
08.2019 - 06.2020
- Maintained atmosphere of academic learning and advancement to facilitate learning and development of critical thinking skills.
- Monitored social media and online sources for recruitment of graduate students for MPA program.
- Conducted research on gun control, climate control, and controversy in social media of disinformation and misinformation with classmates and professors.
- Offered guidance to students on academic and career planning to support professional goal setting.
- Supervised research projects and student organizations, providing guidance to enhance learning outcomes.
- Advised and mentored students on navigating academic and professional goals with support and guidance.
Human Resources Consultant
Hickson and Sons Home Improvement Inc
08.2014 - 06.2019
- Educated over 30+ contractors on successful policy implementation and enforcement actions to prevent companies from legal entanglements.
- Assisted stakeholders to ensure organization was fully compliant with legal standards such as EEO and ADA
- Administered cost-effective, well-structured benefits to employees, setting up contracts and managing paperwork.
- Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
- Performed budget analysis to control expenditures and predict future budget needs
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset
Front Desk Coordinator and Surgical Scheduler
Windsor Mill Surgery Center
10.2013 - 05.2014
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Coordinated testing, labs, and other diagnostic data for proper clearance before surgery.
- Maintained efficient surgery schedules for 15 physicians and 5 locations by monitoring daily activities and resolving potential conflicts
- Counseled patients about personal financial responsibility and collaborated with billing to resolve patient accounts.
- Verified insurance coverage and benefits and communicated directly with patients and insurance providers for timely scheduling of clinic appointments and surgery procedures.
- Processed and appealed Medicare, Blue Cross/Blue Shield, and private insurance disallowed charges.
- Trained all staff on front desk procedures and policies.
- Ran end-of-day reports and batches and notified staff of necessary corrections and resolutions.
Emergency Room Technician and Patient Care Representative
St. Agnes Hospital
04.2010 - 08.2012
- Operated Meditech software to maintain 100+ patient records per shift for continued care and reported and discussed observations with physicians
- Helped resolve emergencies with calm, level-headed, and knowledgeable approaches
- Assisted in obtaining and documenting vital signs and placement of oxygen saturation, cardiac monitoring and non-invasive blood pressure monitoring systems.
- Organized patient records and database to facilitate information storage and retrieval.
- Helped address patient complaints through timely corrective actions and appropriate referrals.
Patient Financial Counselor
Anne Arundel Medical Center
02.2006 - 09.2008
- Marketed and launched Pre-Anesthesia Testing Center at Anne Arundel Medical Center, with minimal assistance, including ordering office equipment, furniture, supplies for front office and clinical area.
- Handled 150+ calls per day to address patient pre-anesthesia tests and surgical dates.
- Educated 100+ self-pay patients per month on financial processes to find accurate funding.
- Built and deepened productive relationships with prospective and competitive patients and physicians to drive sustained growth.
- Resolved insurance problems, improved operations, and provided exceptional client support.
- Managed quality assurance issues, including on-site evaluations, joint commission accreditation, and patient questionnaires and surveys.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Gathered documents, data and formulated analytics to prepare issues for discussion and reports for review.
Senior Medical Secretary
Woodholme Gastroenterology Associates, Inc
04.2003 - 01.2006
- Served as primary secretary and projected organizations' image of quality patient care with courteous and helpful attitude to all visitors, volunteers, vendors, and staff.
- Responded to 200+ phone calls and messages for 20+ physicians, 7 medical facilities, scheduling appointments, surgeries and handling of patient inquiries.
- Investigated codes in which insurance companies allowed payment, corresponded with third-party payers, and provided feedback as necessary to obtain payment or determine appropriate reimbursement level.
- Assisted with diagnostics by tracking tests, compiling results, and notifying patients of findings.
- Collaborated with business office to ensure no errors on fee tickets had current CPT and ICD-9 codes.
- Oriented and trained over 15 secretaries to provide outstanding customer service.
- Contacted hospitals and physician practices to confirm patients' medical histories and prevent inaccurate diagnoses, abnormalities, and treatments.
- Managed master calendar and scheduled appointments and surgeries for providers based on optimal patient loads and clinician availability.
Education
Master's Public Administration - Public Polcy And Management
Bowie State University
06.2020
Bachelor of Science - Biology And Psychology
Stevenson University
08.2002
Associate of Arts - General Studies
Stevenson University
05.2001
Skills
- Microsoft Word, Office 365, Excel, PowerPoint, Outlook, Teams, Social Media
- Task prioritization, Time Management
- Excellent oral and written communication
- Leadership, Critical thinking
- Calendar Management, Multitasking
- Patient Education
- Multidisciplinary Team Collaboration
- Organizational Goal Development
- Analytical Skills
- Guest satisfaction
- Strong organizational
- Complaint handling
Accomplishments
- Documented and resolved patient complaints in the Emergency Department, in which led to an increase in the patient satisfaction surveys.
- Member of the Patient and Family Advisory Council (PFAC) to assist in the design of an exceptional patient and family experience.
- Collaborated with the Patient Experience Coach, Patient Relations, Volunteer Services and the Nurse Manager's team to provide an exceptional patient experience.
Timeline
Guest Relations Specialist
Johns Hopkins Hospital/Hackerman-Patz Pavillion
08.2024 - Current
Surgical Scheduler/Administrative Assistant
Life Bridge Health Sports Medicine Institute
07.2023 - Current
Clinical Customer Service Coordinator
Johns Hopkins Hospital
10.2021 - 02.2023
Graduate Student Teaching Assistant
Bowie State University
08.2019 - 06.2020
Human Resources Consultant
Hickson and Sons Home Improvement Inc
08.2014 - 06.2019
Front Desk Coordinator and Surgical Scheduler
Windsor Mill Surgery Center
10.2013 - 05.2014
Emergency Room Technician and Patient Care Representative
St. Agnes Hospital
04.2010 - 08.2012
Patient Financial Counselor
Anne Arundel Medical Center
02.2006 - 09.2008
Senior Medical Secretary
Woodholme Gastroenterology Associates, Inc
04.2003 - 01.2006
Associate of Arts - General Studies
Stevenson University
Master's Public Administration - Public Polcy And Management
Bowie State University
Bachelor of Science - Biology And Psychology
Stevenson University
Similar Profiles
Shadaesha BrooksShadaesha Brooks
Acting Senior Communications Specialist at The Johns Hopkins HospitalActing Senior Communications Specialist at The Johns Hopkins Hospital
Allison MilnerAllison Milner
Registered Nurse II at The Johns Hopkins HospitalRegistered Nurse II at The Johns Hopkins Hospital
Zachary B. GailesZachary B. Gailes
Travel Nurse, CVSICU (AMN Healthcare) at Johns Hopkins HospitalTravel Nurse, CVSICU (AMN Healthcare) at Johns Hopkins Hospital