Kristina Ivanova
Burlington
Summary
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
12
12
years of professional experience
Work History
Patient Service Representative
Advocate Lutheran General Hospital
01.2023 - Current
- Verified insurance eligibility and coverage for patients.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Managed patient registration process, confirming data accuracy and completeness.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Used Epic to schedule appointments during check-out and in the call center.
- Took copayments during check-in.
- Handled customer service inquiries in person and via telephone.
- Responded to inquiries by directing calls to appropriate personnel.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Worked on in-basket tasks for 20+ providers.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and scanned patient records in accordance with HIPAA regulations for medical records.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Trained several new team members on all office duties.
- Created a digital manual for all Patient Service Representatives to be updated in real time with up to date information.
Public Service Representative
Secretary of State
09.2021 - 05.2022
- Serve as an information clerk to guide applicants to proper areas of the facility.
- Operate photographic equipment for driver license or state ID photo for each applicant.
- Complete driver license and state ID applications.
- Enter application for driver licenses or other forms on the computer, then review entry for accuracy.
- Administer vision examinations to driver license applicants of all classes; translate results to applicant.
- Administer road examinations for people of all ages; reflect on the improper actions on the road to the examinee.
Sales Associate
GUESS Factory
11.2015 - 10.2019
- Organized and cleaned the store to display the best selling products.
- Communicated with customers in person and over the phone to answer their questions and concerns.
- Counting money and change correctly to present an exact register at the end of the day.
Sales Associate
Aerosoles
09.2013 - 11.2013
- Communicated with customers to understand their wants and needs.
- Helped them find products in their price range.
- Organized the store morning and night to be presentable for customers.
- Suggested certain styles to boost up sales.
Education
Bachelor of Science -
Dominican University
River Forest, IL01.2020
Associate Degree in Science - undefined
Triton College
River Grove, IL01.2019
Skills
- Bilingual - Bulgarian and English
- Fast learner
- Passionate
- Ambitious
- Hardworker
- Outgoing
- Professional
- Attention to Detail
- Resourceful
- Fast paced environment
- Organized
- Self-motivated
- Enthusiastic
- Problem Solver
- Scheduling appointments
- Office administration
- Epic
- Customer service
- Insurance verification
- HIPAA compliance
Accomplishments
- Used Microsoft Excel to develop the Patient Service Representative manual used by all PSRs, including management, in the OBGYN department.
- Trained multiple new team members.
Languages
English
Native or Bilingual
Bulgarian
Native or Bilingual
Timeline
Patient Service Representative
Advocate Lutheran General Hospital
01.2023 - Current
Public Service Representative
Secretary of State
09.2021 - 05.2022
Sales Associate
GUESS Factory
11.2015 - 10.2019
Sales Associate
Aerosoles
09.2013 - 11.2013
Associate Degree in Science - undefined
Triton College
Bachelor of Science -
Dominican University
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