Kristen Desrochers
Swansea,MA
Summary
Dedicated Medical Assistant skilled with technical, clerical and patient support. Strong interpersonal communication with talent effectively dealing with patients and staff alike. Detailed understanding of medical sector and regulatory obligations concerning it.
Overview
3
3
years of professional experience
Work History
Patient Access Representative
Southcoast Physicians Group
Fall River, MA
08.2023 - Current
- Obtained necessary signatures for privacy laws and consent for treatment.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Assembled registration paperwork and placed identification bands on patient.
- Verified insurance coverage for services provided by the facility.
- Actively participated in team meetings and training sessions.
- Assisted with scheduling outpatient appointments.
- Answered phones promptly in a professional manner.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Managed incoming faxes related to patient registration processes.
- Scanned documents into electronic medical records system.
Call Center Representative
SSTAR
Fall River, MA
10.2021 - 07.2022
- Maintained strong call control and quickly worked through scripts to address problems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
Customer Service Representative
JS International Inc.
Fall River, MA
03.2021 - 08.2021
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
High School Diploma -
Somerset Berkley Regional High School
Somerset, MA06-2017
Some College (No Degree) - Medical Assisting
MotoRing Technical Training Institute (MTTI)
Seekonk, MASkills
- Patient Scheduling
- Phlebotomy
- Payment Collection
- Medical Terminology
- Patient-Focused Care
- HIPAA Compliance
- Professional Bedside Manner
- Sterile Technique
- Immunization Administration
- Venipuncture and Phlebotomy
- Human Anatomy and Physiology
- Maintaining Confidentiality
- CPR Certification
- Performing EKG
Timeline
Patient Access Representative
Southcoast Physicians Group
08.2023 - Current
Call Center Representative
SSTAR
10.2021 - 07.2022
Customer Service Representative
JS International Inc.
03.2021 - 08.2021
High School Diploma -
Somerset Berkley Regional High School
Some College (No Degree) - Medical Assisting
MotoRing Technical Training Institute (MTTI)
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