Kristen Smith-Falcher
Carrsville,VA
Summary
Highly accomplished Healthcare Administration and Customer Service professional with 22+ years of experience across hospital systems, medical offices, and retail environments. Proven expertise in patient registration, financial counseling, insurance verification, collections, and front-office operations. Recognized for exceptional communication skills, strong work ethic, attention to detail, and the ability to thrive in fast-paced, high-volume environments while maintaining patient confidentiality and service excellence.
Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team collaborator focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.
Overview
28
28
years of professional experience
Work History
Customer Service Associate
Bath & Body Works
Chesapeake, VA
11.2024 - Current
- Deliver exceptional in-store customer experiences through selling behaviors rooted in Our Values and product knowledge.
- Create genuine connections with customers through uncovering needs, sharing product information, demoing products, and making personalized recommendations.
- Drive rewards program enrollment and engagement on both the sales floor and at check-out.
- Provide a friendly and efficient cash wrap experience, including ringing customer purchases at the cash register and keeping the cash wrap neat, clean, and stocked.
- Support product replenishment activities and maintain brand standards to keep the store full and abundant.
- Assist with floorset execution, window changes, visual presentation, and marketing placement as needed.
- All store positions require constant physical activity, including standing, walking, reaching, and lifting. Associates are expected to climb ladders, lift, reach, bend, and kneel to obtain products for customers and to maintain the visual appearance of the store. Associates should be able to lift 10 pounds consistently and up to 50 pounds.
- Consistently provide the most safe, clean, and engaging experience by adhering to all safety standards and expectations.
- Maintain our values, policies, and procedures.
Patient Service Representative
Bon Secours Mercy Health
Chesapeake, VA
10.2019 - 10.2025
- Serves as the primary point of contact between patients and physician practices
- Provides strong communication and excellent customer service skills by greeting patients and the community in a respectful manner
- Answers internal and external calls in a friendly and helpful manner, routes calls, schedules patients, and enters necessary information for patient scheduling into the computer system in a timely and accurate manner.
- Processes patients in practice as they present for their appointments.
- Possesses the ability to troubleshoot and resolve problems promptly, ensuring patient flow is maintained and informs supervisor of any department and patient issues immediately
- Processes admission paperwork, including basic insurance verification. Secures, completes and verifies all pertinent patient demographic and insurance information as part of the registration process., Corrects registration errors as needed.
- Records time indicators for lobby wait times.
- Calculates patient liabilities and actively collects and processes patient payments.
- Reconciles cash drawer at the close of the day.
- Performs charge entry for external services (i.e. nursing homes) as necessary.
- Schedules referrals or follow-up appointments and/or assists with scheduling, rescheduling or canceling other services for patients. Assists patients with online scheduling and MyChart as necessary.
- Assists patients in obtaining necessary referrals for follow-up services and record referrals on tracking tool (referral/consults).
- Responsible for and/or assist in obtaining proper authorizations and pre-certifications if applicable for all procedures scheduled through the physician practice
- Pulls patient charts as needed per office policy, files and maintains information as appropriate in chart per policy, and routes charts to clinical staff as indicated in office per policy
ER Registration Representative / Patient Financial Counselor / Pre-Service Administrative Associate
HonorHealth / Scottsdale Healthcare Medical Center
Scottsdale, AZ
05.2004 - 07.2019
- Greets patients and the public, providing necessary information in a courteous and professional manner while supporting HIPAA regulations and HonorHealth confidentiality standards. Ensures a positive patient experience by addressing patient questions and concerns in an empathetic and professional manner.
- Processes pre-registered accounts, completes registration and admissions information by obtaining patient demographic, insurance, financial and medical information in accordance to revenue cycle criteria.
- Obtains required signatures on all medical, financial and compliance documents. Prepares supportive paperwork, including patient identification band to assure accurate patient identification in accordance with Red Rule Policies.
- Scans all appropriate documents into the electronic medical and financial record, including patient identification, insurances cards, patient advanced directives, Conditions of Admissions, Financial Agreements, physician orders/scripts and any other pertinent paperwork.
- Responsible for adhering to all third party payer requirements including Medicare, Medicaid, managed care, Blue Cross and commercial plans. Verifies insurance eligibility and coverage and executes appropriate insurance notification procedures. Obtains prior authorization in order to avoid non-compliance, denials and/or penalties to the patient, hospital and physician(s). Initiates notifications to insurances as required. Checks for medical necessity and follows appropriate procedures depending on results. Keeps supervisor and/or lead informed of all unique situations and problem accounts.
- Requests and accepts payments for balances due on accounts upon admission or at the time of discharge, including patient co-payment, deductible, and co-insurance responsibilities and pre-payments for uninsured or underinsured patients.
- Collaborates within the multi-disciplinary health care team to facilitate and ensure patient satisfaction and maximization of reimbursement. Helps with department training when needed.
Office Manager / Assistant
Touch for Life Chiropractic Center
Scottsdale, AZ
10.2016 - 06.2019
- Scheduled appointments for patients and providers.
- Managed patient files and daily office workflow.
- Tracked payments, deposits, and financial records.
- Maintained office appearance and ordered supplies.
Front Desk Associate
Vibrant Dentistry
Mesa, AZ
03.2015 - 08.2017
- Managed front desk check-in and check-out processes.
- Answered phones, greeted patients, and provided exceptional customer service.
- Collected payments and coordinated referrals.
- Submitted insurance claims and reviewed treatment plans.
- Scheduled appointments for dentists and hygienists.
Personal Support Worker / Nursing Assistant
Olsten Health Services Inc.
Barrie, Ontario, Canada
02.1998 - 05.2003
- Provided in-home personal support to elderly and disabled clients.
- Assisted with daily hygiene, meal preparation, and medication administration.
- Delivered palliative care and emotional support to patients and families.
Education
Emergency Medical Technology Certificate -
Scottsdale Community College
Scottsdale, AZ12-2003
High School Diploma - undefined
Fenton Secondary School
Brampton, Ontario, CanadaPersonal Support Worker - Nursing
Humber College Institute of Technology & Advanced Learning
Ontario, Canada01-1998
Skills
- Patient Registration & Financial Counseling
- Insurance Verification & Authorizations
- Medical Billing, Payments & Collections
- Epic & Star Navigator Systems
- HIPAA Compliance
- Customer Service & Patient Relations
- Front Desk & Office Management
- Training & Onboarding Support
- Multitasking in High-Volume Settings
Professional Attributes
- Outstanding verbal and written communication skills.
- Highly organized, dependable, and detail-oriented.
- Energetic, goal-oriented, and adaptable.
- Strong multitasking and time-management abilities.
- Professional demeanor with a commitment to service excellence.
Timeline
Customer Service Associate
Bath & Body Works
11.2024 - Current
Patient Service Representative
Bon Secours Mercy Health
10.2019 - 10.2025
Office Manager / Assistant
Touch for Life Chiropractic Center
10.2016 - 06.2019
Front Desk Associate
Vibrant Dentistry
03.2015 - 08.2017
ER Registration Representative / Patient Financial Counselor / Pre-Service Administrative Associate
HonorHealth / Scottsdale Healthcare Medical Center
05.2004 - 07.2019
Personal Support Worker / Nursing Assistant
Olsten Health Services Inc.
02.1998 - 05.2003
High School Diploma - undefined
Fenton Secondary School
Personal Support Worker - Nursing
Humber College Institute of Technology & Advanced Learning
Emergency Medical Technology Certificate -
Scottsdale Community College