Kimberly R. Metcalf
Round Rock,TX
Summary
Dedicated to delivering exceptional customer service by promptly addressing client inquiries and resolving any issues to ensure a positive program experience. Skilled in analyzing client concerns through active listening and offering timely and efficient solutions.
Overview
27
27
years of professional experience
Work History
Customer Service specialty Tech
American Homepatient
09.2019 - Current
- Processing orders in a timely manner for patient care.
- Self-motivated, with a strong sense of personal responsibility.
- Organized and detail-oriented with a strong work ethic.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks
- within deadlines.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Obtained payments from patients and scanned identification and insurance cards.
Licensed Childcare Owner
Little Honey Pots Childcare
08.2011 - 09.2019
- Operation of a state licensed childcare facility.
- Managed day-to-day childcare licensed operations.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently for each child in care.
Medical Administrative Assistant
Dr. David T. Butler, M.D.
01.2006 - 05.2008
- Scheduled patient appointments collecting all insurance information updated medical records.
- Processed co-pay payments and filed patient charts.
- Duties to help off run smoothly.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
- Managed incoming phone calls efficiently, directing callers to appropriate personnel while providing courteous service at all times.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Greeted patients and provided required paperwork to facilitate services.
- Called patients to confirm scheduled appointments day in advance.
- Collaborated with healthcare professionals to maintain high-quality care across departments.
- Maintained cleanliness and organization within the reception area, creating a welcoming atmosphere for patients and visitors alike.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Reconciled daily payments received and prepared deposits for smooth office finances.
- Obtained payments from patients and scanned identification and insurance cards.
Provider Services Representative
NHIC Texas Medicaid
10.2003 - 12.2005
- Answered inbound calls relating to claims processed by providers.
- Processed appealed claims for reprocessing using correct ICD-9 and CPT coding.
- Maintain all call center standards and quality control.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
- Maintained up-to-date knowledge on company products, services, and industry trends to provide accurate information to providers.
- Reduced errors in billing and claims submissions by implementing stringent quality control measures.
Customer Service Representative
First USA/Bank One
05.1998 - 09.2003
- Answered inbound calls related to credit card products and services.
- Retained customers with APR solutions.
- Trained new employees keeping call center standards and quality control.
- Coordinated employee appreciation team building a satisfactory work environment for all employees.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Medical Administrative Assistant Diploma -
National Institute of Technology
11.2004
High School Diploma - undefined
Pflugerville High School
05.1997
Skills
- Coding accuracy in healthcare
- Data entry proficiency
- Efficient payment processing
- Expertise in Microsoft Word, Excel, and PowerPoint
- Coordinate phone line operations
- Organizational time strategies
- Supportive team demeanor
- Effective team collaboration
- Customer engagement / Conflict resolution
- Effective problem resolution
- Versatile in dynamic environments
- Reliable and accountable
- Strong verbal communication
Timeline
Customer Service specialty Tech
American Homepatient
09.2019 - Current
Licensed Childcare Owner
Little Honey Pots Childcare
08.2011 - 09.2019
Medical Administrative Assistant
Dr. David T. Butler, M.D.
01.2006 - 05.2008
Provider Services Representative
NHIC Texas Medicaid
10.2003 - 12.2005
Customer Service Representative
First USA/Bank One
05.1998 - 09.2003
High School Diploma - undefined
Pflugerville High School
Medical Administrative Assistant Diploma -
National Institute of Technology
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