Kimberly Barcak
Hallettsville,TX
Summary
Well-qualified Human Resources Assistant with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage past management experience to take on new professional challenges.
Overview
6
6
years of professional experience
Work History
Patient Care Liaison
Providence St. Joseph/R1 RCM
05.2023 - Current
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions.
- Maintained detailed records of interactions with patients, ensuring accurate documentation for ongoing assessments and continuous improvement efforts.
- Resolved inaccurate claim billing for optimal processing by insurance plans.
- Confirm accurate coding of services by interpreting provider chart notes.
Call Center Supervisor
Healthhelp/WNS
05.2022 - 03.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Enforced team rotations to man center effectively during peak hours.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Supervised 18 call center employees in providing excellent customer service to callers requiring assistance for initiating worker's compensation claims.
Call Center Branch Manager/Training Coordinator
BVSCU
12.2018 - 01.2020
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by working directly with Human Resources to ensure proper handling of staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Complied with regulatory guidelines and requirements.
Education
High School Diploma -
Hallettsville High School
Hallettsville, TX05-2003
Skills
- Employee confidentiality
- Driving teamwork and collaboration
- Excellent listener
- Friendly, courteous and service oriented
- Poised under pressure
- Staff training and coaching
- Conflict resolution
- Solid written and verbal communicator
Timeline
Patient Care Liaison
Providence St. Joseph/R1 RCM
05.2023 - Current
Call Center Supervisor
Healthhelp/WNS
05.2022 - 03.2023
Call Center Branch Manager/Training Coordinator
BVSCU
12.2018 - 01.2020
High School Diploma -
Hallettsville High School
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