Kristina Thompson
Lancaster,OH
Summary
Dynamic Dispatcher with proven expertise at Valuecare Ambulance Service, excelling in high-stress environments. Demonstrated exceptional customer service and conflict resolution skills while effectively managing fleet coordination and enhancing operational efficiency. Proficient in dispatch software and data entry, ensuring timely assistance and improved workflow across teams.
Overview
6
6
years of professional experience
Work History
Dispatcher
Valuecare Ambulance Service
Zanesville, OH
03.2024 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Secretary
EM Frease LLC
Lancaster Ohio
02.2019 - 04.2023
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained electronic filing systems and categorized documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
- Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
- Enhanced meeting efficiency by preparing agendas and minutes, ensuring all participants were well-informed.
- Improved office workflow by redesigning document submission process.
- Contributed to team morale by organizing staff welfare activities, leading to improvement in workplace satisfaction.
- Organized travel arrangements for executive team, ensuring smooth logistics for multiple international trips.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Developed and maintained comprehensive database for tracking project deadlines, improving team productivity.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Patient Access Specialist
Ensemble Health
Lancaster, OH
12.2021 - 12.2022
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and validated patient demographics and insurance information.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Managed high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
- Contacted insurance companies for patient medical billing operations.
- Reduced billing errors by verifying demographic information and updating records as needed.
- Enhanced patient satisfaction by providing efficient registration and scheduling services.
- Performed patient pre-admission, admission, transfer and discharge activities.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Educated patients on available resources, programs, and financial assistance options to optimize their healthcare experience.
- Facilitated smooth transitions between departments by coordinating appointments, referrals, and transfers for patients.
- Assisted in revenue cycle management by timely collecting co-payments, deductibles, and other financial responsibilities from patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Resolved customer complaints using established follow-up procedures.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Taught patients and families to use at-home medical equipment.
Education
Associate Medical Billing And Coding - Billing And Coding
US Career Institute
Remote03.2021
Hs Diploma - High School
Bloom Carroll High School
Carroll, OH05.2017
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- Dispatch software
- Stress tolerance
- Time management
- Dispatching procedures
- Prioritizing calls
- Problem-solving
- Customer relations
- Dispatch coordination
- Schedule management
- Route planning
- Schedule coordination
- Customer relationship management
- Maintaining call metrics
- Communication equipment operation
- Database maintenance
- Closing tickets
- Service planning
- Incident reporting
- Database updates
- Conflict resolution
- Traffic monitoring
- Verifying coverage
- Team collaboration
- Multitasking and organization
- Record keeping
- Emergency protocols
- Map reading
- Workflow prioritization
- Tracking systems
- Processing orders
- Improving operations
- Software proficiency
- Navigation support
- Shift coordination
- Driver communication
- Vehicle coordination
- Critical thinker
- Radio communication
- Adjusting routes
- Training new hires
- Delivery support
- Delivery procedures
- Work order generation
- Call handling
- Critical thinking
- Multitasking Abilities
- Effective communications
- Organizational skills
- Microsoft office
- Excellent communication
- Route planning and adjustment
- Paperwork processing
- Creative thinking
- Verbal communication
- Call center software
- Regulatory compliance
- Delegating work
- Team work scheduling
- Distance estimation
- Strategy development
- Personnel monitoring
- Resource monitoring
Timeline
Dispatcher
Valuecare Ambulance Service
03.2024 - Current
Patient Access Specialist
Ensemble Health
12.2021 - 12.2022
Secretary
EM Frease LLC
02.2019 - 04.2023
Associate Medical Billing And Coding - Billing And Coding
US Career Institute
Hs Diploma - High School
Bloom Carroll High School