KRISTEN HILL
WINTER SPRINGS,USA
Summary
Customer Service and Administrative Professional with 12+ years of experience in healthcare, client services, and office operations. Skilled in building strong relationships, resolving complex issues, and improving processes to enhance efficiency and client satisfaction. Proven ability to lead teams, streamline workflows, and deliver results in high-volume environments. Experienced in remote/virtual work, adept at managing calls, chats, and emails with professionalism and empathy.
Overview
12
12
years of professional experience
Work History
Patient Services Coordinator
Reproductive Medicine Associates of Florida
07.2023 - Current
- Process medical record requests, insurance verification, and appointment scheduling.
- Improved patient satisfaction by streamlining scheduling and registration processes, reducing wait times.
- Handled administrative tasks including filing, scanning, and responding to phone inquiries.
- Collected insurance, forms, and payment details to ensure accurate EMR entry.
- Scheduled and completed insurance verification appointments via telephone to discuss financial obligations with patients
- Liaised with insurance providers to verify coverage and resolve billing discrepancies.
- Reconciled patient bills and ensured compliance with insurance requirements.
- Provided patient support by anticipating concerns and delivering clear, empathetic communication.
Patient Access Coordinator
Envera Health
08.2022 - 07.2023
- Managed 80+ calls daily on multi-line systems, assisting patients with scheduling and inquiries.
- Scheduled appointments across multiple clinics in accordance with provider protocols.
- Entered patient demographics and insurance information accurately into EMR systems.
- Escalated complex clinical issues to appropriate staff and provided timely follow-up.
- Documented call activity and outcomes clearly for accurate medical records.
- Partnered with colleagues to meet departmental performance goals.
Client Care Coordinator
ARISE Autism Center
10.2021 - 08.2022
- Scheduled and rescheduled client appointments, ensuring minimal disruption to care.
- Provided administrative support to the Center Director and clinical staff.
- Maintained inventory, ordered supplies, and managed front office reception duties.
- Verified therapy sessions and monitored RBT certification deadlines.
- Acted as liaison between staff, clients, and families to support continuity of care.
Medical Supervisor & Trainer
BPL Plasma
03.2017 - 10.2021
- Trained and mentored staff on procedures, compliance standards, and best practices.
- Conducted patient physicals and screenings; collected vitals, labs, and medical histories.
- Counseled patients on test results and individualized treatment goals.
- Administered IV setups, vaccinations, and emergency responses as needed.
- Developed strong knowledge of medical procedures and medications to ensure patient safety.
Customer Support Agent
Florida Hospital
11.2015 - 03.2017
- Handled high call volumes and delivered professional customer support across hospital departments.
- Scheduled interpreter services and coordinated resources for patients.
- Assisted Transportation and Engineering departments with workload management.
- Maintained patient satisfaction through timely resolution of issues.
Customer Service Representative
Casselberry City Hall
01.2015 - 09.2015
- Provided step-by-step troubleshooting and billing support to customers.
- Resolved technical concerns and delivered one-call conflict resolution.
- Navigated multiple systems to quickly research and resolve issues.
- Built customer loyalty through strong communication and relationship-building.
Advanced Technical Support Representative
AT&T
08.2013 - 01.2015
- Communicated effectively with clients to identify technical issues, provide troubleshooting support in easy-to-understand, step-by-step instructions, and resolve billing inquiries
- Provided one-call conflict resolution for concerns; identified mutually beneficial solutions to problems
- Navigated/toggled between multiple computer applications simultaneously to research accurate answers to questions
- Built relationships and developed rapport with customers; generated loyalty and secured repeat business
Education
High School Diploma -
Winter Springs High School
EMT -
Orlando Medical Institute
Skills
- Customer & Client Services: Relationship Management, Conflict Resolution, De-escalation, Client-Focused Support, Communication
- Administrative & Technical: Data Entry, EMR Systems, Medical Billing/Terminology, Microsoft Office Suite (Word, Excel, Outlook), Windows, 60 WPM
- Organizational & Leadership: Leadership, Training & Coaching, Critical Thinking, Time Management, Detail-Oriented, Adaptable & Flexible
Timeline
Patient Services Coordinator
Reproductive Medicine Associates of Florida
07.2023 - Current
Patient Access Coordinator
Envera Health
08.2022 - 07.2023
Client Care Coordinator
ARISE Autism Center
10.2021 - 08.2022
Medical Supervisor & Trainer
BPL Plasma
03.2017 - 10.2021
Customer Support Agent
Florida Hospital
11.2015 - 03.2017
Customer Service Representative
Casselberry City Hall
01.2015 - 09.2015
Advanced Technical Support Representative
AT&T
08.2013 - 01.2015
High School Diploma -
Winter Springs High School
EMT -
Orlando Medical Institute
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