Kristine Keairnes
Oklahoma City,Oklahoma
Summary
Dynamic Advanced Patient Services Representative with a proven track record at Mercy Hospital Oklahoma City, excelling in customer service and HIPAA compliance. Recognized for enhancing patient satisfaction through effective appointment scheduling and relationship building, while implementing process improvements that streamlined workflows and increased clinic efficiency.
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
5
5
years of professional experience
Work History
Advanced Patient Services Representative
Mercy Hospital Oklahoma City
04.2022 - 02.2025
- Assisted patients with scheduling appointments, ensuring a seamless experience and high satisfaction levels.
- Maintained accurate patient records in electronic health systems to support data integrity and compliance.
- Collaborated with medical staff to coordinate patient care, improving communication and service delivery.
- Addressed patient inquiries and concerns promptly, fostering trust and strong relationships within the community.
- Implemented process improvements that streamlined workflows, enhancing overall clinic efficiency and productivity.
- Trained new staff on customer service protocols, promoting consistency in patient interactions across the team.
- Monitored appointment schedules to optimize resource allocation and minimize scheduling conflicts for patients.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used Epic software to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
Concierge
Sodexo @ SSM Health
02.2021 - 07.2021
- Delivered exceptional guest service by responding promptly to inquiries and requests.
- Coordinated transportation services for patients and visitors, ensuring timely arrivals.
- Maintained comprehensive knowledge of facility amenities and local attractions to enhance guest experience.
- Assisted in the implementation of customer feedback initiatives to improve service quality.
- Collaborated with healthcare staff to facilitate seamless communication between departments and guests.
- Developed resource materials outlining facility services, contributing to improved guest orientation efforts.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Provided language translation services as needed, easing communication barriers for international guests.
COVID-19 Screener
Sodexo @ SSM Health
07.2020 - 02.2021
- Conducted COVID-19 screenings to ensure health and safety compliance for staff and visitors.
- Administered temperature checks and symptom assessments using standardized protocols.
- Documented screening results accurately in electronic health record systems.
- Collaborated with healthcare professionals to address concerns and provide guidance on protocols.
- Trained new screeners on procedural guidelines and best practices for efficient operations.
- Implemented process improvements that increased efficiency in the screening workflow.
- Facilitated communication between departments regarding health updates and safety initiatives.
- Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
- Enhanced infection control practices through rigorous sanitization of screening areas and equipment.
- Provided assistance with distribution of face masks and other equipment to equip individuals with protective gear.
- Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
- Assisted in training new team members on proper COVID-19 screening techniques, contributing to consistent high-quality service delivery.
- Communicated changes in COVID-19 protocols to staff and visitors to provide real time information and enhance preparation.
- Monitored individuals for signs and symptoms of COVID-19 to apply prompt response and medical attention.
- Increased overall patient satisfaction through exceptional customer service during the screening process, addressing questions or concerns promptly.
Education
High School Diploma -
Yuba City High School
Yuba City, CA06-1991
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Scheduling appointments
- Relationship building
- Work quality evaluation
- Information collection
- Team collaboration
- Patient registration
- Call screening
- Phone and email etiquette
- Problem-solving
- Appointment confirmation
- Clinical data entry
- Appointment reminders
Timeline
Advanced Patient Services Representative
Mercy Hospital Oklahoma City
04.2022 - 02.2025
Concierge
Sodexo @ SSM Health
02.2021 - 07.2021
COVID-19 Screener
Sodexo @ SSM Health
07.2020 - 02.2021
High School Diploma -
Yuba City High School