Kimberly M. Alameda
Chesapeake,VA
Summary
Experienced administrative professional with three years in the healthcare, call center environment and over 20 years dedicated to customer service. Strong organizational skills and well-versed in leading teams, delivering results, and exceeding expectations. Exceptional ability in training/coaching employees, providing feedback to upper management, mediating interpersonal conflicts, and implementing company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals. Ability to handle multiple projects simultaneously with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
PATIENT ACCESS COORDINATOR TEAM LEAD
Envera Health
08.2020 - Current
- Oversee the day-to-day activities of a team of 30+ agents.
- Motivate the team to achieve organizational goals through daily chat communication, process improvement, and engagement.
- Develop and implement documents and procedures to assist the team in performing their duties smoothly and efficiently.
- Identify areas of process improvement, determine a recommended course of action, and present ideas to upper management for review and consideration.
- Train new hires on client guidelines, EMR program(s), and company policies and procedures.
- Conduct ongoing refresher training of agents to ensure their performance is meeting/exceeding company expectations via daily SLAs (service level agreements) and monthly metrics.
- Empower agents with skills and quick tips to improve their confidence, product knowledge, and communication skills.
- Review team and individual metrics and coach agents on deficiencies to ensure company goals are being met on a daily basis and that patient and client satisfaction are at the forefront.
- Work ticket reporting system to facilitate communication and address needs between the medical office staff and Envera agents, including, but not limited to, errors, escalations to upper management, and medical practice/guideline updates.
- Train new hires on client guidelines and EMR program(s).
- Participate in daily production on an as-needed basis by accurately scheduling appointments for new and existing patients and facilitating patient communication to office staff, including, but not limited to, refill requests, referrals, and health concerns.
- Project manager from April 2023 to May 2023 for Munson Healthcare appointment migration project from previous EMR to new EMR, migrating approximately 30,000 appointments and managing a team of 30+ agents by reviewing and correcting their data entries, answering questions, and communicating updates to Munson Healthcare via Customer Solutions.
- Perform other duties and tasks as requested by Manager/Supervisor to ensure the efficient overall performance of the Engagement Center.
LEGAL TRANSCRIPTIONIST
Acorn Transcripts, LLC
10.2019 - 12.2021
- Accurately transcribed an audio recording into a transcript for use in various arenas, including, but not limited to, zoning hearing boards, courtroom hearings on matters of civil, criminal, family, bankruptcy, and SAIN, and police department witness interviews.
- Proofread and edited transcripts to ensure the document was verbatim and 100% accurate for spelling, grammar, and clarity.
- Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
- Strived to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
- Prepared invoices and submitted to accounting office upon each job completion.
- Stayed organized and kept detailed records to accurately monitor current transcript production, incoming work in the queue, and paid and unpaid invoices.
LEGAL TRANSCRIPTIONIST
Net Transcripts
02.2019 - 10.2019
- Accurately transcribed an audio recording into a transcript for use in various arenas, including, but not limited to, courtroom hearings, interviews and interrogations, officer-worn cameras, inmate phone calls, and 911 dispatch calls.
- Proofread and edited transcripts to ensure the document was verbatim and 100% accurate for spelling, grammar, and clarity.
- Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
- Strived to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
- Prepared invoices and submitted to accounting office upon each job completion.
- Stayed organized and kept detailed records to accurately monitor current transcript production, incoming work in the queue, and paid and unpaid invoices.
COURT REPORTER
GLFM Reporting, LLC/Leary Reporting
02.2012 - 10.2017
- Utilized stenography machinery, audio, and visual devices and specialty equipment to record legal transcripts.
- Performed stenographic shorthand reporting for courtroom proceedings, civil, criminal, and medical depositions, zoning hearing boards, various meetings, and the Pennsylvania Senate Appropriations Committee hearings.
- Marked exhibits introduced into evidence for identification and incorporated into prepared transcripts.
- Prepared, proofread, edited, and certified transcripts according to standardized formats and strict deadlines.
- Strived to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
- Prepared invoices and submitted to accounting office upon each job completion.
- Managed a caseload of five to six concurrent transcripts in production at any given time.
- Maintained detailed records to accurately monitor current transcript production, incoming work in the queue, and paid and unpaid invoices.
- Former member of the National Notary Association, commissioned in Cumberland County, Pennsylvania.
PERSONAL BANKER
Wells Fargo Bank, N.A.
09.2007 - 08.2009
- Opened and managed personal and business bank accounts and services, home loans, and personal loans.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Advised both potential and existing customers on bank products and financial services to meet customer needs and provide options.
- Processed an average of 5 loan and credit applications each week and coordinated two to three closings per month while working with underwriting throughout the process
- Performed administrative duties, such as data entry into in-house software, and completed state and federal compliance forms and reporting.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Followed up with customers to gather feedback and provide additional assistance.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Reviewed teller transactions when supervisory review was required. Granted transactional approval if appropriate or advised customer of their options when necessary.
- Responded to customer inquiries and escalations regarding new accounts and account services.
- Trained new hires on bank policies and procedures.
- Conducted weekly meetings with staff regarding bank products and promotions, sales goals, and customer service expectations and feedback.
BROKER COORDINATOR SUPERVISOR
Impac Lending Group
08.1996 - 03.2007
- Responsible for the management of 10 to 15 employees and a personal pipeline of 50 to 60 loan files at any given time.
- Upon receipt of the loan file from underwriting, notified the mortgage broker of conditional loan approval and retrieved documents in preparation for loan closing.
- Coordinated with underwriting department to clear conditions, reviewed files for completeness, accuracy, and compliance, and prepared files for loan closing.
- Attended weekly loan committee meetings to discuss files needing upper management review and approval and communicated said decisions to the team.
- Maintained weekly and monthly production/personnel reports on Word and Excel as required by management.
- Interviewed and hired potential candidates for various positions in the department.
- Designed and produced the team's training manual on Word and trained incoming new hires.
- Planned, organized, and performed monthly training and continuing education seminars for staff.
- Attended sales calls with account executives to present information about the company to potential new clients.
- Event coordinator for award ceremonies, parties, luncheons, business meetings, and new-client presentations.
Education
Associate Degree -
HARRISBURG AREA COMMUNITY COLLEGE
Harrisburg, PACourt Reporting
SOUTH COAST COLLEGE
Orange, CASkills
- Customer-focused
- Typing - 105 words per minute
- Microsoft Word, Microsoft Excel/Spreadsheet tracking, Microsoft PowerPoint, Adobe PDF, E-mail
- Advanced spelling, punctuation, vocabulary, and grammar Exceptional command of the English language as well as legal, medical, mortgage, banking, and real estate terminology
- Patient Health Information Access
- Verbal and Written Communication
- Team Collaboration
- Mentoring, Coaching, Training
Timeline
PATIENT ACCESS COORDINATOR TEAM LEAD
Envera Health
08.2020 - Current
LEGAL TRANSCRIPTIONIST
Acorn Transcripts, LLC
10.2019 - 12.2021
LEGAL TRANSCRIPTIONIST
Net Transcripts
02.2019 - 10.2019
COURT REPORTER
GLFM Reporting, LLC/Leary Reporting
02.2012 - 10.2017
PERSONAL BANKER
Wells Fargo Bank, N.A.
09.2007 - 08.2009
BROKER COORDINATOR SUPERVISOR
Impac Lending Group
08.1996 - 03.2007
Associate Degree -
HARRISBURG AREA COMMUNITY COLLEGE
Court Reporting
SOUTH COAST COLLEGE
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