KYMBERLY METZ
Williamstown,NJ
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Lead Patient Service Representative
Cooper Care Alliance
12.2020 - Current
- Streamlined appointment scheduling for increased efficiency and reduced patient wait times.
- Managed front desk operations, maintaining organization and ensuring all necessary paperwork was completed prior to appointments.
- Maintained strict adherence to HIPAA regulations while handling sensitive patient information, safeguarding privacy and confidentiality.
- Reduced no-show rate by implementing a reminder system for upcoming appointments, improving patient engagement and clinic efficiency.
- Provided support during high-volume periods, effectively managing multiple tasks simultaneously while maintaining composure under pressure.
- Developed strong relationships with patients by actively listening to their needs and coordinating appropriate services accordingly.
- Participated in continuous professional development opportunities to stay abreast of industry changes and maintain expertise in the field of patient services.
- Increased revenue by accurately collecting copayments at the time of service, reducing outstanding balances owed by patients.
- Trained new Patient Service Representatives, contributing to a smooth onboarding process and fostering team cohesion.
Lead Patient Service Representative
Jefferson Health
03.2020 - Current
- Maintained Charge Review and Billing workques for a seamless billing process
- Reviewed and coordinated schedules for the front desk to ensure appropriates daily coverage
- Disseminate important information to coworkers regarding policy changes and new workflow rollouts
- Trained of new hire Patient Services Representatives to proform all front desk duties
- Resolved complaints and minor disputes within the office of both coworkers and patients
Patient Service Representative
Jefferson Health
03.2015 - 03.2020
- Coordinated patient scheduling, check-in, check-out and payments for billing using Epic software
- Checked patient data including insurance, demographic and health history to keep information current
- Maintained office supplies inventory by checking stock and ordering new supplies as needed
- Balanced deposits and credit card payments each day
- Reviewed and corrected claim errors to facilitate smooth processing
- Increased customer satisfaction by resolving logistical issues
- Resolved conflicts and negotiated mutually beneficial agreements between parties
Patient Service Representative
Internal Medicine Associates Of Southern New Jersey
07.2013 - 03.2015
- Coordinated front office duties, including customer service, patient scheduling and billing
- Maintained patient databases and updated information in alignment with HIPAA protocols
- Located, checked in and pulled medical records for patient appointments and incomplete charts
- Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience
- Welcomed an average of 100 patients and visitors per day via telephone and in person
- Reviewed and sent medical records to other physicians upon request
Front Desk Receptionist
Family Practice Associates At Washington
05.2012 - 05.2013
- Organized paperwork such as charts and reports for office and patient needs
- Maintained current and accurate medical records for over 50 patients daily
- Managed master calendar and scheduled appointments for 6 providers based on optimal patient loads and clinician availability
- Promptly answered multi-line phone system and greeted callers enthusiastically
- Coordinated patient scheduling, check-in, check-out and payments for billing
Customer Service Cashier
Lowe's Home Improvement
09.2007 - 05.2012
- Monitored self-checkout systems and provided assistance or intervention where required
- Counted cash in register drawer at beginning and end of shift
- Resolved customer complaints and maintained clean and tidy checkout area
- Assisted customers by answering questions and fulfilling requests
Education
Bachelor of Science - Biology
Rowan University
Glassboro, NJ12-2023
Associate of Science - Pre-nursing Studies
Camden County College
Blackwood, NJ08.2011
Skills
- Enthusiastic and friendly
- Multitasking and Organization
- Conflict resolution techniques
- HIPAA Compliance
- Customer Support
- EMR
- Microsoft Outlook, Word, and Excel
- Strong leadership
- Training and mentoring
- Adherence to high customer service standards
- Time Management
- Project Management
Timeline
Lead Patient Service Representative
Cooper Care Alliance
12.2020 - Current
Lead Patient Service Representative
Jefferson Health
03.2020 - Current
Patient Service Representative
Jefferson Health
03.2015 - 03.2020
Patient Service Representative
Internal Medicine Associates Of Southern New Jersey
07.2013 - 03.2015
Front Desk Receptionist
Family Practice Associates At Washington
05.2012 - 05.2013
Customer Service Cashier
Lowe's Home Improvement
09.2007 - 05.2012
Bachelor of Science - Biology
Rowan University
Associate of Science - Pre-nursing Studies
Camden County College
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