Kindra Jones
Dallas,Tx.
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Dental Team Lead
Walmart Health
02.2024 - Current
- Reduced appointment cancellations by implementing an effective reminder system, leading to increased revenue for the practice.
- Enhanced patient satisfaction by streamlining dental team tasks and ensuring efficient work processes.
- Championed a culture of excellence within the practice by setting high expectations for performance and consistently recognizing achievements among staff members.
- Maximized clinic efficiency by optimizing scheduling procedures and minimizing downtime between appointments.
- Created a welcoming atmosphere within the practice by addressing concerns promptly and professionally while demonstrating empathy towards each patient''s unique needs.
- Supervised dental team members to ensure adherence to established protocols, resulting in improved quality of care.
- Established clear communication channels among dental team members to foster collaboration and improve overall workflow efficiency.
Healthcare Customer Service Representative
Walmart Care Clinic
07.2015 - 08.2019
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Assisted in training new hires, sharing best practices in customer service protocols specific to the healthcare industry.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service/Pharmacy Technician
Walmart Home Delivery Pharmacy-Carrollton
12.2013 - 08.2015
- Thrive in a high-pressure call center environment, demonstrating the ability to work independently while maintaining effective verbal and written communication skills
- Prioritized tasks efficiently and engaged with clients to resolve issues promptly and professionally
- Communicate with patients to ensure quality of care and develop care plans
- Coordinate between patients and healthcare professionals to meet patient needs
- Provide patients with treatment information and ensure comprehension
- Work with insurance companies to process claims, resolve problems and obtain payments
- Create new customer profiles and updated information in pharmacy computer systems
- Proactively identify and resolved issues, utilizing strong problem-solving skills
- Escalated complex cases as needed, ensuring customer concerns were addressed effectively
- Demonstrate a strong commitment to achieving high job satisfaction ratings by swiftly resolving caller’s issues, consistently achieving one-call resolution.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
Education
Registered Pharmacy Technician -
Pharmacy, Texas Board of Pharmacy
08.2018
Certified Medical Assistant -
Medical Assisting, Everest College, Dallas, TX
07.2011
Skills
- Patient education
- Patient Confidentiality
- Dentrix Trained
- Medical Terminology Knowledge
- Team Leadership
- Insurance Verification
- Healthcare industry understanding
- Appointment Scheduling/Confirmations
- Teamwork and Collaboration
- Patient Registration
- Epic Trained
- Customer Relationship Management (CRM)
Timeline
Dental Team Lead
Walmart Health
02.2024 - Current
Healthcare Customer Service Representative
Walmart Care Clinic
07.2015 - 08.2019
Customer Service/Pharmacy Technician
Walmart Home Delivery Pharmacy-Carrollton
12.2013 - 08.2015
Registered Pharmacy Technician -
Pharmacy, Texas Board of Pharmacy
Certified Medical Assistant -
Medical Assisting, Everest College, Dallas, TX
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