Kristen Roberts
Marrero,LA
Summary
Accomplished Patient Access Supervisor at Kroger Specialty Pharmacy, adept in HIPAA compliance and team management. Excelled in encouraging team cooperation and enhancing patient satisfaction, leveraging critical thinking and effective problem-solving skills. Dedicated to providing superior support for my teams, patients and providers in need of reliable and consistent communication and follow-up. Adept at identifying potential patient needs and concerns to improve engagement strategies and overall service.
Overview
14
14
years of professional experience
Work History
Patient Access Supervisor
Kroger Specialty Pharmacy
02.2015 - Current
- Oversee day-to-day operations of the PAC Transfer Triage department, ensuring all tasks were completed accurately and in a timely manner.
- Assign daily objectives and expectations of the team.
- Implement performance metrics for Transfer Triage department quality and productivity, identifying areas for improvement and coaching accordingly.
- Conduct monthly performance reviews for team members, providing constructive feedback and setting goals for future growth and development.
- Foster a positive work environment and provide ongoing support to my team.
- Department recruitment, selecting top talent to join the team and contribute to the team's success and overseeing training, ensuring thorough understanding of job responsibilities.
- Encourage team members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction.
- Maintain compliance with all relevant regulations including HIPAA guidelines and department contractual requirements.
- Facilitate cross-functional collaboration between departments to streamline processes and provide seamless patient care services.
- Served as a liaison between patients and mandated pharmacies to confirm successful initiation of therapy and address concerns or questions related to prescription transfer.
Sales Coordinator
Intercontinental Hotels Group, Ihg
01.2014 - 01.2015
- Assisting the Director of Business Transient and Director of Revenue Mgmt.
- Performing on and off site sales visits.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Establishing/maintaining strong relationships with high net-worth clients and identifying new business opportunities.
- Liaised with customers, management, and sales team to better understand customer needs.
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
- Compiled client profiles and entered information into operating system.
Guest Service Agent
Drury Inn & Suites
05.2010 - 01.2014
- Collected room deposits, fees, and payments.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
Education
Southeastern Louisiana University
Hammond, LA2010
High School Diploma -
Academy of Our Lady
Marrero, LA2008
Skills
- HIPAA Compliance
- Effective problem solving
- Team Management
- Benefit Investigation
- Customer Service
- Problem-Solving
- Multitasking and Organization
- Phone and Email Etiquette
- Quality Assurance
- Process Improvement
- Critical Thinking
- Specialty pharmacy operations/structure
Timeline
Patient Access Supervisor
Kroger Specialty Pharmacy
02.2015 - Current
Sales Coordinator
Intercontinental Hotels Group, Ihg
01.2014 - 01.2015
Guest Service Agent
Drury Inn & Suites
05.2010 - 01.2014
Southeastern Louisiana University
High School Diploma -
Academy of Our Lady
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