Kywanda Clay
Kenner,LA
Summary
Dedicated team player and quick learner looking for a position as a database administrator with a forward-thinking company.
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
33
33
years of professional experience
Work History
Patient Liaison
Ochsner Health Center
08.2022 - Current
- Collaborated with multi-disciplinary teams.
- Streamlined on-boarding process.
- Advocated for at-risk patient groups.
- Closed identified gaps.
- Designed strategy to resolve patient disputes.
- Addressed patient concerns.
- Consistently met quality assurance standards.
- Standardized customer service workflows.
- Handled high-volume, high-pressure situations.
- Developed strong customer relationships.
- Reduced escalations.
- Utilized emotional intelligence and listening skills.
- Performed well on all recorded call evaluations.
- Resolved customer issues.
- Optimized service scripts.
- Employed swift problem-solving skills.
- Boosted team morale.
- Achieved customer survey excellence.
- Resolved common issues quickly.
- Improved call quality.
- Remote
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Optical Technician
Rivertown Optical Lab
05.1993 - 08.2023
- Initiated a frame recycling program.
- Implemented a strategic ordering system for optical frames.
- Exceeded monthly sales targets.
- Instructed customers on proper contact lens handling.
- Led the development of new inventory management techniques.
- Identified opportunities for operational improvement.
- Collaborated with ophthalmologists.
- Streamlined electronic filing systems.
- Supported clinic success.
- Enhanced patient satisfaction.
- Delivered exceptional customer service.
- Saved doctors' time.
- Analyzed service outcomes.
- Maintained composure during high-volume patient periods.
- Improved office efficiency during peak hours.
- Explained coverage limitations to patients.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Education
Business Administration - Some college (No degree)
Delgado Community College
New Orleans, LA01.2027
High School -
Grace King High School
Metairie, LA05.1994
Skills
- Healthcare
- Appointment scheduling
- Phone and email etiquette
- Multitasking and organization
- Friendly and outgoing
- Customer service
- HIPAA protocol adherence
- Creative problem solving
- Meeting preparation
- HIPAA compliance
- Quality processes
- Quality assurance
- Critical thinking
- EMR / EHR
- Electronic medical records
Timeline
Patient Liaison
Ochsner Health Center
08.2022 - Current
Optical Technician
Rivertown Optical Lab
05.1993 - 08.2023
Business Administration - Some college (No degree)
Delgado Community College
High School -
Grace King High School