KRISTA IRBY
Culpeper,VA
Summary
Diversified background in providing services to culturally sensitive issues that involve clients. Proven track record of absorbing new concepts easily and adaptable to highly demanding situations. Exceptionally strong interpersonal and teamwork skills. Exhibits dependability in performing work and willingness to accept responsibilities. Strong skills in appropriate levels of written and verbal communication necessary when dealing with both clients and colleagues.
Overview
17
17
years of professional experience
Work History
Member Support Specialist
Groups Recover Together
Culpeper, Virginia
05.2024 - Current
- Manage member databases by updating account information as needed.
- Enhance productivity and member service levels by anticipating needs and delivering outstanding support to all members.
- Participated in team meetings focused on improving processes related to member services.
- Resolve member inquiries in a timely manner with accuracy and professionalism.
- Liaise between members and their care teams.
- Investigate escalated cases involving complex problems or complaints from members.
- Provide advice and recommendations on ways to enhance the member experience.
- Manage customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Manage the Member Support Services Team Call Center and other required systems to provide timely responses to members' questions.
- Stay up to date with organizational changes, team policies, and procedures. - Manage scheduled medical provider appointments and member follow-up.
- Update relevant information in the Electronic Medical Record (EMR), and maintain professional communication with pharmacy and community partners.
Office Manager
Groups Recover Together
Warrenton, US
05.2023 - 05.2024
- Provides exceptional customer service, in person, by phone and via video conference, and helps members troubleshoot issues that affect their treatment
- Carries out all administrative duties such as answering phone calls, responding to member texts, responding to emails, and troubleshooting general tech issues with members
- Manages member flow in the office and on virtual group meetings, including check-in/out, collecting payment, management and creation of prescriptions, submission of prior authorizations for medication, and drug screen collection
- Coordinates with medical providers on scheduling and member needs; troubleshoot day to day operational challenges that providers may face; and manages provider time tracking to ensure that leadership is able to enter time for payment in a timely manner depending on the state specific workflows
- Maintains accurate member information in the EMR including but not limited to demographic information, group appointment scheduling, individual appointment scheduling, ensuring appropriate prescription coverage for members and provider compliance scheduling
- Collects insurance information, understands in-network insurance plans that are accepted, and collects copays/coinsurance as deemed appropriate
- Connect members with the Member Access Team for member financial responsibility
- Works closely with local pharmacies to ensure no unnecessary disruptions to a member's medication
- Answers general office level questions from members regarding program concerns, pharmacy issues, and/or other personal needs of the program (if unable to answer questions, will help the member find the correct point of contact)
- Orders and maintains adequate office supplies through office supply platform or purchasing from local retailers
- Ensures member Urine Drug Screens supplies are shipped, where applicable, and be available for member pick-up at the office at designated times
- Consistently meets office specific goals attached to key performance indicators to drive positive outcomes for our members
- Manages and maintains reporting trackers to drive member success and overall operational compliance
- Responsible for coordinating member medication counts, completing health/ safety drills, monitoring PDMP for state compliance, and adhering to office compliance standards
- Proactively engages in community relations activities; Distributes brochures, flyers, and written materials to community stakeholders to promote Groups and its mission
- Attends and participates in community meetings related to substance abuse and addiction topics
Shelter Monitor/ Intake Coordinator
PACEM
Charlottesville, US
04.2021 - 06.2023
- Responsible for the security, safety and supervision of residents through direct monitoring and active interaction
- Responsible for the daily operations of the shelter
- Work compassionately with those who have difficulty engaging with service providers
- Effectively resolve conflicts among participants and de-escalate potentially violent situations
- In charge of all referral and intakes into the shelter (average of 15-20 per week)
- Worked closely with each client's service providers in order to ensure they were the right candidate for our program
- Ensure participants adhere to rules, especially related to behaviors that are unsafe - if necessary, notifying public safety personnel to help with clients who exhibit inappropriate or unsafe behaviors
- Maintained daily recordkeeping and reports
- Facilitated 12 step meetings
- Worked as intake and monitor for winter congregate shelter
Server/Bartender
Texas Roadhouse
Charlottesville, US
10.2019 - 03.2020
- Provided excellent customer service
- Greeted customers and made suggestions based on their preferences
- Arranged table settings and kept areas clean at all times
- Delivered checks and cashed out each guest
- Conducted daily and weekly inventories of bar and drink supplies to keep stock on hand and avoid costly rush orders
- Took customer orders and took advantage of opportunities to sell specialty drinks and foods
Account Manager/Bookkeeper
James E. Ayers & Associates, Inc.
Chesterfield, US
12.2018 - 06.2019
- Performed general bookkeeping duties; including posting information to accounting software and reconciling accounts
- Pay debts as they come due for payment, including necessary bills as well as supplier and vendor invoices
- Obtained necessary tax forms from all customers and vendors
- Provided excellent customer service
- Performed reconciliations of bank accounts on a monthly basis to ensure accuracy and issue all financial statements to clients
- Processed bi-monthly payroll for James Ayers and Associates and other companies who used our payroll services
- Distributed customer invoices and ensured that receivables were collected in a timely manner
- Provided administrative support to management when required
Internet Sales Manager
Brown Jeep Chrysler Dodge Ram
Charlottesville, US
08.2018 - 12.2018
- Responded to Internet Customer inquiries and ensured that the dealership actualizes its maximum profit potential on all Internet Sales
- Built customer relations based on trust and personally managed all internet sales from beginning to end
- Consistently developed innovative approaches to sales and special customer events
- Prepared and presented weekly sales reports for weekly sales meetings
- Prospected and contacted potential customers on a daily basis through mail, telephone, email, and text campaigns
- Forecasted goals and objectives for sales, gross, and key expenses on a monthly and annual basis
- Trained, counseled and managed lead distribution to Salespeople
- Helped drive high customer retention by providing accurate information about promotions, customer programs, and products
Sales
Ashbury International Group
Ruckersville, US
03.2015 - 08.2016
- Improved operational efficiencies by tracking weekly sales and producing reports for senior management for corrective action planning
- Identified and analyzed customers' interests and budget, understanding and anticipating customers' needs and wants and recommending appropriate products and systems
- Build customer relationships through trust, contact, and demonstrations
- Developed new events and demonstrations for our product line
- Prepared and presented Sales Report and Forecast Report on weekly basis
- Continually developed relationships with dealers and distributors
Leasing Professional
Wertland Square and Jefferson Commons
Charlottesville, US
06.2012 - 01.2013
- Leased apartments for UVA College Housing and young professionals for over 300 Units
- Responsible for asking questions to find out customers' needs and price point, and pin point the features and needs with available units
- Assisted the maintenance team in turning over all units prior to student move ins
- Responsible for running credit and background checks on all tenant and guarantors
- Giving tours of units and facilities to prospective tenants
- Setting up and implementing events for resident retention
- Examined operational data for its impact on NOI, identified trends, and made recommendations for changes
- Was responsible for resolving tenant disputes in the most efficient manner possible
Personnel Coordinator
Maxim Healthcare Services
Charlottesville, US
08.2010 - 03.2011
- In charge of recruitment, orientation, and retention of home health nurses and aides
- Continuously updated personnel database and met with each employee for any evaluation or requirements they needed to accomplish in order to keep their license valid
- Responsible for updated and compliance of all personnel files in accordance with all State and Company policies and procedures
- Copied, logged, and scanned supporting documents before filing everything in the client's files
- Used proactive communication to resolve employment-related conflicts
- Used Microsoft Office Suite to create monthly, weekly, and daily logs
- Dealt with issues like understaffing, conflicts, employee terminations, and disciplinary procedures
Front Desk Receptionist
Farmington Country Club
Charlottesville, US
05.2009 - 08.2010
- Responded quickly to room requests and other inquiries received through the establishment's website, email, or phone
- Was in charge of collecting deposits, fees, and payments, as well as processing all financial data and providing customers with receipts and change
- Welcomed guests, explained hotel policies, and provided detailed information about the area, transportation, tourist attractions, and restaurants, as well as booking cabs and tours for them
- Honed my customer service skills in a professional setting by interacting with clients on a regular basis
- Ensured reservations were taken correctly and courteously
- In charge of annual graduation and football lottery system for Farmington Members
- Updated customer accounts with additional room charges, such as minibar usage and room service charges
- Handle customer complaints and ensure that all guest services are provided
Front Desk Manager
The Clifton
Charlottesville, US
06.2008 - 05.2009
- Developed long-term relationships with guests, resulting in increased loyalty and revenue for the hotel
- Created daily reports that included guest counts, accounting expenses and income, and room service usage
- Arranged for visitor accommodations and travel plans, as well as updated itineraries
- Oversaw front desk operations to ensure that all hotel guests received excellent customer service
- Improved customer satisfaction by providing personalized service
- Was in charge of all front desk operations, keeping an eye on the hotel's reputation, employee productivity, and operational efficiency
- Responded to guest reviews on TripAdvisor, Bookingcom, and other websites
- Within 48 hours
- Handled reservations, hotel information, and guest concerns via phone, email, and in-person interactions
Education
Bachelor of Science -
Liberty University
Lynchburg, VA01.2013
Skills
- Crisis Intervention
- Client Intakes
- Referrals
- Substance Abuse Meeting Facilitation
- Administrative Support
- Staff Management
- Communication
- Case Management
- Customer Service
- Member database management
- Electronic medical record
- Customer relationship management
- Problem solving
- Attention to detail
- Time management
- Empathy in service
- Problem resolution
- Task prioritization
Timeline
Member Support Specialist
Groups Recover Together
05.2024 - Current
Office Manager
Groups Recover Together
05.2023 - 05.2024
Shelter Monitor/ Intake Coordinator
PACEM
04.2021 - 06.2023
Server/Bartender
Texas Roadhouse
10.2019 - 03.2020
Account Manager/Bookkeeper
James E. Ayers & Associates, Inc.
12.2018 - 06.2019
Internet Sales Manager
Brown Jeep Chrysler Dodge Ram
08.2018 - 12.2018
Sales
Ashbury International Group
03.2015 - 08.2016
Leasing Professional
Wertland Square and Jefferson Commons
06.2012 - 01.2013
Personnel Coordinator
Maxim Healthcare Services
08.2010 - 03.2011
Front Desk Receptionist
Farmington Country Club
05.2009 - 08.2010
Front Desk Manager
The Clifton
06.2008 - 05.2009
Bachelor of Science -
Liberty University
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