Kimberly Wood
Pine Hill
Summary
Results-driven customer service leader with extensive experience overseeing call center and insurance operations in the healthcare industry. Proven ability to manage and develop high-performing teams, optimize workflows, and enhance patient and provider satisfaction. Skilled in process improvement, compliance adherence, and cross-functional collaboration to drive efficiency and service excellence. Adept at analyzing performance metrics, implementing strategic initiatives, and resolving complex issues to support organizational goals. A dedicated leader committed to fostering a positive work environment and delivering exceptional customer experiences.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director of Customer Service
Persante Health Care, Inc.
04.2024 - 08.2025
- Led and managed a cross-functional team of 50+ employees across the call center and insurance department, driving high-quality service delivery to patients, healthcare providers, and internal stakeholders.
- Oversee daily operations including queue management, team scheduling, performance monitoring, and escalated issue resolution, maintaining service-level agreements and enhancing customer satisfaction.
- Collaborate with internal departments, including medical, administrative, and operations teams, to streamline workflows and drive seamless patient experiences.
- Monitor team performance using KPIs such as hold times, call quality, and resolution rates; conduct coaching sessions and performance reviews to ensure accountability and growth.
- Develop and deliver training programs and resources to support onboarding, continuous learning, and adherence to best practices.
- Analyze customer feedback and service metrics to identify trends and implement process improvements for efficiency and service excellence.
- Maintain compliance with healthcare regulations and internal policies while fostering a positive, performance-driven culture.
- Prepare and present regular reports, including on demand and daily reports to executive leadership to highlight utilization and ensure daily, weekly and monthly metrics are being met.
- Serve as primary escalation point for customer concerns and collaborate on company-wide service strategies to enhance organizational outcomes.
Practice Manager
Penn Sleep Center
10.2022 - 04.2024
- Managed a staff of 14 in a high-volume practice with over 15,000 annual visits.
- Maintained provider schedules for 32 physicians and 6 fellows.
- Streamlined scheduling processes and patient workflows for improved satisfaction and safety.
- Led training programs, including onboarding and continued education for new and existing staff.
- Oversaw employee payroll and compliance with HIPAA regulations.
- Collaborated with leadership to create department growth strategies and efficiency metrics.
- Reported monthly productivity to stakeholders and optimized team performance.
- Partnered with clinical teams to improve coordination and care delivery.
- Implemented feedback mechanisms and quality initiatives for improved patient outcomes.
Patient Services Coordinator
Penn Sleep Center
02.2021 - 10.2022
- Team lead for the call center and daily scheduling operations.
- Built and maintained provider schedule templates.
- Monitored call metrics, managed queue activity, and assisted with escalated patient concerns.
- Conducted new hire interviews and training oversight.
- Managed work queue processes including order expiration and duplication checks.
- Point person for special requests and administrative support to physicians.
- Participated in Penn Medicine Futures Program – Fall 2021 cohort.
Patient Service Representative
Penn Sleep Center
11.2018 - 02.2021
- Assisted patients with appointment coordination, check-ins, and insurance updates.
- Scheduled in-lab and home sleep apnea tests.
- Provided support for telemedicine setup and patient portal navigation.
- Ensured accurate data entry and routing of patient messages in EMR systems.
Medical Case Specialist
QTC
01.2016 - 01.2018
- Managed referrals and medical case reviews for Veterans Administration.
- Coordinated appointments, medical documentation, and CPT/CLIN coding.
- Served as acting CS staff lead in manager’s absence.
- Graduated from internal LEAD program in 2018.
Polysomnography Technician
Abington Memorial Hospital
10.2014 - 02.2016
- Prepared patients and equipment for overnight sleep studies.
- Performed accurate titration of PAP and oxygen therapies.
- Maintained clinical databases and conducted post-study evaluations.
Polysomnography Technician
Penn Sleep Center
10.2006 - 11.2013
- Conducted overnight sleep studies and scored sleep/wake stages.
- Collaborated with teams to ensure quality and compliance with lab standards.
- Maintained and calibrated recording equipment.
Education
High School Diploma -
Audubon Jr./Sr. High School
06.2004
Skills
- Customer Service
- Workflow Management
- Payroll Administration
- Training & Development
- Compliance & HIPAA
- EMR Systems
- Performance Analytics
- Team Leadership
- Call Center Operations
- Strategic Planning
- Clear verbal and written communication
- Microsoft outlook, word, and Excel
Certification
- CPR Certification
- Driver's License
Timeline
Director of Customer Service
Persante Health Care, Inc.
04.2024 - 08.2025
Practice Manager
Penn Sleep Center
10.2022 - 04.2024
Patient Services Coordinator
Penn Sleep Center
02.2021 - 10.2022
Patient Service Representative
Penn Sleep Center
11.2018 - 02.2021
Medical Case Specialist
QTC
01.2016 - 01.2018
Polysomnography Technician
Abington Memorial Hospital
10.2014 - 02.2016
Polysomnography Technician
Penn Sleep Center
10.2006 - 11.2013
High School Diploma -
Audubon Jr./Sr. High School
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