Kristina Olowolayemo

Work History

My Chart Specialist (Remote WFH)

Tegria Services

03.2020 - 09.2022

Assessing and responding to calls and requests for assistance
Troubleshooting, resolving, or escalating incidents in an efficient and effective manner
Using a technical knowledge base and processing information quickly
Solving Familiar and unfamiliar issues
Entering accurate and timely data into Service Now And Salesforce
Creating timely and accurate documentation of steps taken and outcomes
Learning additional support skills for new applications as needed
Providing and maintaining expert-level knowledge of Epic software
Providing exceptional customer service experiences to a large patient base
Communicating with patients in a professional, calm, patient, friendly, and helpful manner
Maintaining a positive and supportive attitude
Following up with patients as needed
Explaining basic concepts and processes in a clear, concise, easy-to-understand way to customers with a variety of backgrounds and technical aptitudes
Providing continuous service improvement recommendations to Service Center management
Working independently and on a team as needed
Meeting key performance metrics consistently
High incoming call volume

IT Customer Service Representative

Chimes (Remote WFH)

Baltimore, MD

04.2019 - 07.2020

Accepted inbound calls to help employees reset their passwords for Internal site
Helped address the employees with special needs navigate internal database.
Ex...help find paystub, reset password, address simple IT issues

CNA/GNA

Genesis Elder Care Center

Parkville, MD

07.2011 - 05.2016

Assists patients with or performs Activities of Living
Obtains and records Vital Signs and weights
Assists physician and/or licensed nurse with treatments and procedures as needed
Ensures patients are ready for scheduled rehab therapy and transports patients to rehab area
Feeds or assists patients with meals
Performs other duties as needed
Oversaw and maintained patients' rooms, group living areas and nurse stations.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
Facilitated personal hygiene management, feeding and ambulation.
Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
Transported patients between rooms and appointments or testing locations.
Maintained patient stability by checking vital signs and weight and recording intake and outtake information.

Patient Registrar Specialist

Johns Hopkins Hospital Emergency Room

Baltimore, MD

11.2010 - 06.2011

Interviewing incoming patients prior to admission to gather demographic, insurance and emergency information
Ensuring completion of paperwork, sign-in and security procedures
Explaining facility policies, preparing and distributing patient identification bands, collecting copayments, assisting family members, and conducting research for prior medical records
Facilitated timely check-in by greeting visitors and establishing purpose of visits.
Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
Accurately inputted patient and insurance information into company's computer system using Epic.
Imaged and scanned patient and registration documentation into electronic patient records.
Set up patients in system by documenting key data, confirming eligibility and verifying insurance benefits.
Visited patients' rooms to collect insurance and financial information required for registrations.
Completed administrative patient intakes with case histories, insurance information and mandated forms.
Registered and verified patient records before triage with most up-to-date information.
Obtained payments from patients and scanned identification and insurance cards.

Customer Service Representative

Verizon Wireless

Hanover, MD

07.2006 - 10.2010

Actively listen to each customer with patience courtesy Troubleshoot and problem-solving skills to come up with solutions Resolved customer's device, billing, and service concerns
Build customer relationships
Multitask and answer high call volumes Top overall representative
Updated account information to maintain customer records.
Answered customer telephone calls promptly to avoid on-hold wait times.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Processed customer adjustments to maintain financial accounts.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Responded proactively and positively to rapid change.
Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.
Delivered prompt service to prioritize customer needs.
Met customer call guidelines for service levels, handle time and productivity.
Educated customers about billing, payment processing and support policies and procedures.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Administrative Assistant

Bhca The Match

Baltimore, MD

05.2006 - 12.2007

Organizing files scheduled appointments for primary care and dental for foster care children Answered multi line telephone
Follow up to make sure all appointments were kept
Performs other duties, as assigned
Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Summary

Overview

Work History

My Chart Specialist (Remote WFH)

IT Customer Service Representative

CNA/GNA

Patient Registrar Specialist

Customer Service Representative

Administrative Assistant

Education

High School Diploma -

Nursing

Skills

Accomplishments

Timeline

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