Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Timeline
Generic
Kristie Cortina

Kristie Cortina

Crown Point,USA

Summary

Experienced Customer Service Specialist with over 10 years in healthcare settings. Skilled in appointment scheduling, patient record management, and positive patient interactions. Proficient in cash handling, medical billing, and insurance verification. Strong communication skills and dedicated to providing excellent patient care.

Overview

10
10
years of professional experience

Work History

Medicaid Eligibility Specialist

Conduent
09.2014 - 01.2021
  • Determined clients' ongoing eligibility through Indiana SNAP, TANF and Medicaid and sent cases to be authorized or denied.
  • Handled a high volume of inbound customer calls, averaging 40 calls per day
  • Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
  • Maintained a positive attitude during challenging interactions with upset or irate customers, deescalating situations effectively
  • Participated in ongoing training sessions to stay updated on product knowledge and enhance communication skills

Front Desk/Optician

Moses Eye Care
10.2023 - 10.2024
  • Greeted and checked in patients, ensuring a warm and welcoming atmosphere
  • Maintained patient records by accurately updating personal information, medical history, and insurance details
  • Assisted with administrative tasks such as filing documents, organizing paperwork, and maintaining office supplies inventory
  • Scheduled appointments for patients, efficiently managing the appointment calendar
  • Verified insurance information and collected co-pays, streamlining the billing process
  • Answered phone calls and addressed patient inquiries with professionalism and accuracy
  • Resolved scheduling conflicts or issues promptly to minimize disruptions in patient care
  • Collaborated with medical billing department to resolve billing discrepancies for patients
  • Maintained accurate cash drawer balance daily without any discrepancies
  • Developed and maintained positive relationships with patients, ensuring their comfort and satisfaction throughout their visit
  • Performed precise frame adjustments, repairs, and fittings to ensure proper alignment and comfortable wear

Front Desk Receptionist

Coyne Veterinary Services, Ltd
10.2024 - 11.2024
  • Greeted and checked in clients, ensuring a positive first impression and providing excellent customer service
  • Scheduled appointments for veterinary services, efficiently managing the appointment calendar to maximize efficiency
  • Answered phone calls and responded to inquiries from clients, providing accurate information about services offered
  • Educated clients on preventive care measures such as vaccinations, flea control, and dental hygiene practices
  • Collaborated with veterinarians and technicians to ensure smooth flow of appointments and efficient patient care

Patient Care Representative

MyEyeDr.
01.2025 - 02.2025
  • Greeted and directed patients to examination rooms and verified insurance coverage and collected co-payments.
  • Provided compassionate support to patients during difficult situations, offering emotional reassurance while maintaining a professional demeanor.
  • Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
  • Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
  • Responded to patient queries and concerns concerning insurance coverages and deductibles.
  • Coordinated patient referrals to specialists or external facilities when necessary for further treatment or evaluations.

Education

High school diploma -

Crown Point High School
Crown Point, IN
04.2012

Skills

  • HIPAA Complaint
  • Phone Etiquette Expert
  • Expert Cash Handling & End of Day Accounting
  • Computer Skills & Literacy
  • Quality Assurance Grading
  • Appointment Scheduling & Follow Up Expertise
  • Insurance Verification & Knowledge
  • CPT Coding
  • Expertise in OfficeMate, Paylocity, Acuity, Dayforce, Gingr, SMART/ICIS Platforms & More
  • Multi-line Phone Handling Experience
  • Research/Investigating Excellence
  • Staff Training Skilled in Multiple Areas Of Care
  • Patient-Focused & Driven
  • Proficient in Microsoft Office & Excel

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Accomplishments

    Maintained a - 3 consecutive month, 100% Quality Assurance Grading for phone etiquette & overall call handling as an Eligibility Specialist in the State of Indiana

Timeline

Patient Care Representative

MyEyeDr.
01.2025 - 02.2025

Front Desk Receptionist

Coyne Veterinary Services, Ltd
10.2024 - 11.2024

Front Desk/Optician

Moses Eye Care
10.2023 - 10.2024

Medicaid Eligibility Specialist

Conduent
09.2014 - 01.2021

High school diploma -

Crown Point High School

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