Kirsten Falk
Maple Valley,WA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
33
33
years of professional experience
Work History
Lead CSR
Virginia Mason
02.2008 - 12.2021
- Enhanced patient satisfaction by addressing inquiries and resolving issues promptly.
- Fostered a positive work environment by encouraging open dialogue among team members regarding obstacles faced in daily operations.
- Established rapport with patients through active listening skills, empathetic responses, and genuine interest in their needs.
Surgery Scheduling Coordinator/Admin Secretary
MultiCare
07.1997 - 06.1998
- Managed high volume of incoming calls and inquiries related to surgery scheduling with professionalism and attention to detail.
- Coordinated pre-surgical testing requirements to minimize delays or cancellations on the day of surgery
- Improved accuracy in surgery scheduling, ensuring appropriate pre-operative preparations were completed.
- Collaborated with medical teams to ensure timely scheduling of urgent and elective surgeries.
- Assisted in maintaining an up-to-date surgical calendar, enabling efficient use of operating room resources.
Medical Office Assistant
Virginia Mason
09.1988 - 07.1994
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Updated patient information and insurance details for accurate electronic medical records.
- Improved patient satisfaction by efficiently scheduling appointments and managing patient records.
- Coordinated successfully with healthcare providers to ensure timely delivery of test results and prescription refills for patients.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Enhanced office productivity by assisting in training new hires on software systems, office procedures, and best practices.
- Facilitated seamless coordination of appointments with specialists or diagnostic testing centers for comprehensive patient care services.
Education
High School Diploma -
John F Kennedy
Burien,Wa06.1986
Skills
- Medical terminology knowledge
- Customer Service
- Calm and Professional Under Pressure
- Professional telephone demeanor
- Customer Data Confidentiality
- Administrative and Office Support
- Computer Skills
Timeline
Lead CSR
Virginia Mason
02.2008 - 12.2021
Surgery Scheduling Coordinator/Admin Secretary
MultiCare
07.1997 - 06.1998
Medical Office Assistant
Virginia Mason
09.1988 - 07.1994
High School Diploma -
John F Kennedy
Similar Profiles
Gail GomezGail Gomez
Registered Nurse at Virginia Mason/Virginia Mason Fransican HealthRegistered Nurse at Virginia Mason/Virginia Mason Fransican Health
Dang HoangDang Hoang
Medical Assistant at Virginia MasonMedical Assistant at Virginia Mason
Sara Twigg-BinghamSara Twigg-Bingham
Customer Service Representative at Virginia MasonCustomer Service Representative at Virginia Mason
Megan WilsonMegan Wilson
Registered Nurse Short Stay Procedural at Virginia MasonRegistered Nurse Short Stay Procedural at Virginia Mason
Peggy ZhangPeggy Zhang
Quality Assurance Engineer at Best BuyQuality Assurance Engineer at Best Buy