Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kristina Denson

Perris

Summary

Dynamic and results-driven professional with extensive experience at United Healthcare, excelling in customer service and conflict resolution. Proven track record in optimizing scheduling strategies and enhancing client relations. Adept at data analysis and team leadership, consistently improving workflows and ensuring compliance in fast-paced healthcare environments.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

United Healthcare
Minnetonka
10.2024 - 05.2025
  • Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts, and correspondence
  • Help guide and educate customers about the fundamentals and benefits of consumer – driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
  • Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self – sufficient

ABA Scheduler

TASKids
Tustin
06.2024 - 09.2024
  • Coordinated ABA therapy schedules, optimized resource allocation, and maintained client databases while ensuring seamless communication between therapists and families.
  • Partnered with clinical teams to align schedules with treatment goals, ensuring optimal therapy delivery and client progress tracking.
  • Managed scheduling platforms (e.g., GroupMe, Master Schedule Spreadsheet, NPA, Catalyst).
  • Prepared updated reports for weekly meetings.
  • Manage assistant schedulers, clinicians and members in the current region to ensure alignment with the companywide scheduling and case management policies, protocols and procedures.
  • Collaborate with HR and Recruitment regarding staffing needs and staff guidance.
  • Adhered to HIPAA guidelines when handling confidential information.

Medical Schedule Supervisor

CORTICA
San Diego
08.2021 - 06.2024
  • Created new strategies for improving customer service standards within the organization.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Directed and supervised team of 10 employees in daily operations.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Participated in recruitment efforts by interviewing prospective candidates for open positions.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Acted as a liaison between upper management and staff, facilitating open communication.

Surgery Scheduler

Cedar-Sinai Medical Center
Los Angeles
01.2020 - 08.2021
  • Handles all scheduling for patients, including pre-op and post-op appointments, verifying insurance, acquiring surgery authorizations, and health clearance. Ensures all pre-op studies are scheduled and completed, and that clinical staff and OR times are scheduled for the procedure.
  • Review with patient the risks and benefits of surgery/procedure per Doctor’s orders, and will enlist the patient in the appropriate education classes prior to the surgery as advised by the Physician
  • Primary point of contact for the patient and will act as a liaison with the physician, patient and other departments both internal and external. Serves as a resource and support to the patients before, during, and after surgery.
  • Ensures that all arrangements have been made for each surgical procedure including acquiring special equipment requested by physician for specific procedures.
  • Serves as a resource (pre, post and during surgery) and supports the patients by responding to patient inquiries and complaints, if needed. Provides service recovery and/raises issues to the supervisor when needed.
  • Provides direct concierge coordination between office and patient designee.
  • Manages physician referral work queues by completing referrals.
  • Handles physician correspondence, forms, authorization requests, physician’s calendar and other transcription needs as required.
  • Prepares charts and reviews/performs/updates demographics and insurance information.
  • Works with the billing team to deliver information for requested audits and ensures that the appropriate surgical reports and charges are sent to the billing department.
  • Collaborates with Workers Compensation Adjusters and Case Managers on worker’s compensation request for authorizations and will follow up to ensure completion of authorization and documentation.
  • Provides clinical or administrative support based on operational needs.

Procedure Scheduler

CORE Institute
Phoenix
10.2018 - 12.2019
  • Schedules in office procedures within the required time as designated by the department policies and procedures.
  • Updates and confirms patient demographic information and insurance eligibility; updates and confirms necessary information including authorization requirements to allow successful processing of claims to insurance plans.
  • Provides ongoing communication with patient(s) regarding authorization, financial counseling and scheduling.
  • Responds to patient(s) questions and complaints as required, resolving problems and maintaining high patient satisfaction levels.
  • Communicates clinical instructions needed for appointments/procedures.
  • Answer and resolve incoming calls and requests in a timely, accurate manner. Triage and relay necessary messages to appropriate staff member.
  • Ensures that cancelled appointments and related ancillary appointments are cancelled and communicated to all stakeholders.
  • Accurately updates patient information in the practice management system and EMR. Performs all required documentation of work completed.
  • Ensure strict confidentiality of all health records, member information, and meet HIPAA guidelines.
  • Other duties as assigned.

Surgery Scheduler

DISC Sport & Spine Center
Marina Del Rey
04.2016 - 09.2018
  • Adhered to HIPAA guidelines when handling confidential information.
  • Performed data entry into various computer systems related to surgery scheduling.
  • Created and managed surgical schedules for multiple surgeons.
  • Coordinated with patients, staff, and physicians to ensure accurate scheduling of surgeries.
  • Monitored and updated patient records in the electronic medical record system.
  • Provided patient education and answered questions regarding the surgery process.
  • Ensured that all required documents were obtained prior to scheduled procedures.
  • Assisted with pre-operative preparation such as obtaining insurance authorizations, lab work, radiology tests.
  • Maintained a high level of customer service by responding promptly to inquiries from patients and families about their care plans and procedures.
  • Assisted doctors in resolving any conflicts related to surgery times or delays due to unforeseen circumstances.
  • Conducted follow up calls with patients after their procedure was completed.
  • Managed appointment reminders for upcoming surgeries via phone or mailers.
  • Reviewed daily reports on pending cases, cancellations, and no shows in order to make adjustments as needed.
  • Distributed treatment and procedural information to patients.
  • Gathered current medical information and reviewed histories to gather details for surgeons.
  • Checked patient insurance and collected pre-authorizations from providers.
  • Collaborated and established strong working relationships with physicians, supervisors and colleagues.
  • Communicated with patients with compassion while keeping medical information private.
  • Complete return to work notes and disability forms (EDD, Aflac, FMLA, etc.)

Front Office Medical Assistant

Greater Long Beach Orthopedic
Los Alamitos
08.2013 - 04.2016
  • Followed up with patients regarding lab results or any other issues that may arise.
  • Communicated effectively with other healthcare professionals regarding patient care needs.
  • Assisted in training new front office staff members.
  • Scanned documents into electronic health record system.
  • Performed laboratory tests including urinalysis and fecal occult blood testing.
  • Reviewed all incoming correspondence from insurance companies or other outside sources related to claims processing.
  • Verified insurance coverage and obtained authorizations for services.
  • Organized patient charts according to established protocols.
  • Completed prior authorization requests for diagnostic imaging studies or specialty medications as requested by provider.
  • Prepared patient charts with demographic data prior to each visit.
  • Collected co-payments from patients at time of service.
  • Ordered supplies for front office area when needed.
  • Ensured medical records were properly filed according to established protocols.
  • Greeted and checked in patients, collected necessary paperwork, and updated patient information.
  • Answered phone calls, responded to inquiries, scheduled appointments, and managed calendars.
  • Updated patient medical records.
  • Assessed employee injury reports and determined eligibility for workers' compensation benefits.
  • Maintained records on employee injuries, illnesses, treatments, and related expenses.
  • Provided guidance to employers in order to comply with all relevant safety regulations.
  • Determined liability, compensability, and benefits due on each claim.
  • Developed training materials for staff members involved in the processing of workers' compensation claims.
  • Provided customer service by responding promptly to inquiries from claimants, employers, attorneys and other stakeholders.
  • Researched relevant case law related to pending or potential disputes over workers' compensation benefits.
  • Assisted in the development of new procedures for handling workers' compensation claims more efficiently.

Cashier

Marshalls
Torrance
08.2012 - 09.2014
  • Role models established customer experience practices with internal and external customers
  • Supports and embodies a positive store culture through honesty, integrity, and respect
  • Accurately rings customer purchases/returns and counts change back to customer according to established operating procedures
  • Promotes credit and loyalty programs
  • Maintains and upholds merchandising philosophy and follows established merchandising procedures and standards
  • Accurately processes and prepares merchandise for the sales floor following company procedures and standards
  • Initiates and participates in store recovery as needed throughout the day
  • Maintains all organizational, cleanliness, and recovery standards for the sales floor and participates in the maintenance/cleanliness of the entire store
  • Provides and accepts recognition and constructive feedback
  • Adheres to all labor laws, policies, and procedures
  • Supports and participates in store shrink reduction goals and programs
  • Participates in safety awareness and maintains a safe environment
  • Other duties as assigned

Sales Ass

Express Clothing
Torrance
09.2012 - 08.2013
  • Maintain a clean and organized sales floor, checkout, fitting room, and stock room to ensure the store is safe and inviting to customers.
  • Follow company policies and procedures to ensure the safety of all our associates and customers.
  • Assist with product launch changes according to company SOP.
  • Provide a Great Customer Experience
  • Deliver on all aspects of the customer experience model.
  • Process transactions quickly and accurately reducing the customers wait time.
  • Positively resolve customer service-related issues as they arise and determine resolution or escalate further - communicate allissues and resolutions to Store Management.
  • Drive credit and loyalty member programs by explaining benefits and encouraging customers to participate.
  • Other essential functions may occur as directed by my supervisor.

Education

HIGH school Diploma -

Arlington High School
Riverside
01-2010

Skills

  • Team leadership
  • Conflict resolution
  • Time management
  • Client relations
  • Team collaboration
  • Problem solving
  • Critical thinking
  • Attention to detail
  • Customer engagement
  • Workflow optimization
  • Scheduling strategies
  • Customer service
  • Claims processing
  • Benefits administration
  • Appointment scheduling
  • Training and mentoring
  • Healthcare navigation
  • Database management
  • Patient communication

References

References available upon request.

Timeline

Customer Service Representative

United Healthcare
10.2024 - 05.2025

ABA Scheduler

TASKids
06.2024 - 09.2024

Medical Schedule Supervisor

CORTICA
08.2021 - 06.2024

Surgery Scheduler

Cedar-Sinai Medical Center
01.2020 - 08.2021

Procedure Scheduler

CORE Institute
10.2018 - 12.2019

Surgery Scheduler

DISC Sport & Spine Center
04.2016 - 09.2018

Front Office Medical Assistant

Greater Long Beach Orthopedic
08.2013 - 04.2016

Sales Ass

Express Clothing
09.2012 - 08.2013

Cashier

Marshalls
08.2012 - 09.2014

HIGH school Diploma -

Arlington High School

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