KIONA D. WEST
Jonesboro,GA
Summary
Patient Services Specialist with exceptional communication skills offering patient-centric approach to comprehensive administrative support in healthcare clinics and facilities. Demonstrated to deliver outstanding customer service and leverage technology to manage patient scheduling and registration processes to facilitate patient care. Skilled in fostering positive patient experiences while maintaining cost-efficiency and compliance.
Overview
16
16
years of professional experience
Work History
Patient Services Coordinator
Humana
09.2022 - 05.2023
- Maintained client hospitalization log, including entering coordination notes, and sending electronic log to all office, field, and sales staff.
- Completed requested schedule as task appears on the action screen. Ensures staff are scheduled for skilled nurse/injection visits unless an aide supervisory visit is scheduled in conjunction with the injection visit.
- Completed requested schedules for all add-ons and applicable orders:
- Scheduled discharge visits
- Processed, reassigned and rescheduled visits.
- Verified visit paper notes in scheduling console as needed..
Sales Coordinator
TK Elevator
09.2021 - 09.2022
- Maintained all sales records, perform data entry tasks, and provided excellent customer service
- Prepared contracts, conduct sales reports, and developed and implemented new strategies in order to increase corporate sales
- Responded to emails and serve as first point of contact between company and key customers
- Reviewed and analyzed complaints received from clients; oversaw major customer accounts and defined sales targets and quotas.
Sales Coordinator
Carestream Dental
04.2018 - 04.2020
- Answered inbound sales related phone calls and make cold calls to offices for sales leads
- Regularly engaged in assigned outbound telemarketing campaigns to proactively penetrate untapped customer market and seek out new business.
- Log sales leads into Salesforce system from a variety of sources, including phone calls, business cards, trade shows, webinars and marketing sponsored events
- Provided general administrative support to sales organization which include preparing quotes, resolving CRM pricing conflicts, and initiating customer support inquiries.
Customer Service Representative/Data Entry
United Healthcare
11.2015 - 04.2018
- Data entry of billing and all patient information for medical records
- Obtained, maintained, and updated records within system.
- Utilized Microsoft Excel spreadsheets to maintain inventory records
- Made 50+ outbound calls per day, speaking directly to customers or hearing providers manufacturers to identify type of assistance needed to process transaction.
Customer Service Representative
Southwest Airlines
08.2007 - 12.2014
- Used consultative selling skills to identify opportunities, overcome objections, build relationships and turn cold canvassing into sales.
- Assisted with flight scheduling and routing
- Implemented internal controls and efficient processes of all cash and refund transactions.
- Assisted all levels of internal Customers including my fellow employees and Leaders.
Education
Bachelor of Arts - Mass Communications and Journalism, Audio/Visual Production
Savannah State University
Savannah, GA05.2013
Skills
- Patient Registration
- Patient Treatment Planning
- 20 years of customer service
- Office Administration
- Patient Care and Confidentiality
- Directing Callers
- Telephonic Triage
- Appointment Confirmation
- HIPAA Compliance
- Patient Flow Coordination
- Critical Thinking
- Clinical Data Entry
Timeline
Patient Services Coordinator
Humana
09.2022 - 05.2023
Sales Coordinator
TK Elevator
09.2021 - 09.2022
Sales Coordinator
Carestream Dental
04.2018 - 04.2020
Customer Service Representative/Data Entry
United Healthcare
11.2015 - 04.2018
Customer Service Representative
Southwest Airlines
08.2007 - 12.2014
Bachelor of Arts - Mass Communications and Journalism, Audio/Visual Production
Savannah State University
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