Kisha Welch
Peoria,IL
Summary
Highly motivated and detail-oriented and compassionate health care professional, for four years, becoming a recent graduate with a strong foundation in medical assisting principles, eager to leverage practical experience gained through a comprehensive internship to contribute to a dynamic healthcare environment as a non-certified Medical Assistant.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Carle Health Methodist Hospital
07.2024 - Current
- Supports the communication needs of the Medical Center staff, Physicians and their patients, the general public and answering services, by directing all telephone traffic to their appropriate locations in an efficient and courteous manner.
- This position also provides paging services for announcements, emergent conditions, physicians, and personnel.
- Provides efficient and timely call handling, approximately about 250 calls daily, utilizing the switchboard effectively.
- Directs calls to the appropriate destination.
- Determines the caller's needs and refer the caller to the appropriate party.
- Verifies caller identity and provides accurate information to the customer.
- Demonstrates good procedures skills; (faxing, paging, status's, transfer/dial keys, etc.)
- Customer Interaction and Relationship.
- Listens to and empathizes with customers; acknowledges customer concerns.
- Gathers information to determine customer's needs.
- Applies problem solving skills and solved the inquiry effectively.
- Communicates information about the resolution of the inquiry to the customer clearly and completely.
- Controls the pace and flow of the conversation.
- Responds to Stats, Disasters, and Codes following policies and procedures.
- Monitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitors.
- Acknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locations.
- Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed.
- Keeps abreast on all call disasters and security policies.
- Contacts appropriate personnel for all codes, disasters and stat.
Patient Experience Representative
OSF HealthCare
12.2022 - 12.2024
- Monitor the waiting areas, assist with way finding through the clinics campus, assist with regional locations and accommodations.
- Maintains waiting room area, transportation, liaison between clinical staff and families or friends of the patients.
- Guides the patients, provides materials, update the staff and/or clinic listings, assist with finding patient appointments in Epic, and assist in any other needs as they come.
- Maintained clean and safe environment to promote patient safety and comfort.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
Patient Access Coordinator
Unity Point Quad cities/Methodist Peoria
06.2021 - 12.2022
- Registration of patients & update demographics, receive data and input accurate information, customer service, greet patients & visitors, answer phones, fax, online resources, email, provide an exceptional patient experience, professionalism, responsible for the financial services and billing.
- Utilization of Epic daily, representation of the Unity Point Focus Values, use of AIDET, providing flexibility to aid in coverage at Registration, Greeters Desk, Arrival Desk, Heart Center, ED Hub, or wherever needed.
- Knowledgeable in all the HIPPA, and all the federal/state regulations, provide reliable attendance, team player mentor, support, and help train new hires, be knowledgeable of all healthcare programs (Medicare & Medicaid).
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Verified patient insurance eligibility and entered patient information into system.
MANAGER
HY-VEE
06.2020 - 06.2021
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
CERTIFICATE OF MEDICAL ASSISTANT - Clinical Medical Assistant Program
MedCerts
Livonia, MI02.2025
Associate of Applied Business - Business Management
National American University
Bloomington, MN12.2013
GED - undefined
Proviso West
Hillside, IL01.1989
Skills
- Typing 50 wpm
- Data entry
- Problem-solving skills
- Professional phone voice
- Inbound phone call management
- Providing customer support
Accomplishments
- Supervised team of 12 staff members.
- recieved a promotion from one store to another store that maintained the highest revenues.
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Call Center Representative
Carle Health Methodist Hospital
07.2024 - Current
Patient Experience Representative
OSF HealthCare
12.2022 - 12.2024
Patient Access Coordinator
Unity Point Quad cities/Methodist Peoria
06.2021 - 12.2022
MANAGER
HY-VEE
06.2020 - 06.2021
GED - undefined
Proviso West
CERTIFICATE OF MEDICAL ASSISTANT - Clinical Medical Assistant Program
MedCerts
Associate of Applied Business - Business Management
National American University
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