Kyla Herrell
Knoxville,TN
Summary
Dedicated Medical Office Assistant with over 10 years of experience in patient admissions and customer service. Skilled in managing patient interactions, maintaining accurate medical records, and supporting office operations to ensure efficient, compassionate care and high patient satisfaction. Motivated to contribute to a healthcare team’s success through strong organizational and communication skills.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Customer Solutions Rep
First Horizon Bank
07.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Consistently exceeded performance metrics by prioritizing tasks effectively and focusing on delivering outstanding service.
- Reduced customer complaints through proactive identification of potential issues and prompt resolution of concerns.
- Maintained comprehensive knowledge of company offerings to provide accurate information to customers, fostering trust in the brand.
- Collaborated with team members to optimize workflow processes, increasing productivity and enhancing customer experience.
- Managed escalated cases with care and efficiency, working closely with other departments when necessary for issue resolution.
- Escalated customer issues to management for appropriate action to be taken.
- Prepared, scanned, and archived physical and digital documents while maintaining confidentiality and adherence to banking and federal regulations.
- Collaborated with the legal department to assist customers with Power of Attorney (POA) setup, ensuring all legal documentation was properly verified, recorded, and executed.
- Managed a high volume of correspondence, processing an average of 78 emails daily to address customer inquiries, internal requests, and legal documentation follow-ups.
Precertification Specialist
CVS/caremark
05.2023 - 07.2024
- Reduced patient wait times for approval by diligently reviewing medical records and obtaining necessary documentation.
- Analyzed trends in denials or authorization delays to identify opportunities for improvement within the precertification department.
- Mitigated potential delays in service delivery through proactive identification of potential roadblocks within the precertification process.
- Developed comprehensive knowledge of various insurance plans, policies, and coverage limitations to provide accurate guidance to patients and providers.
- Verified insurance eligibility and obtained preauthorizations and precertifications for medical procedures, diagnostic testing, and specialist referrals.
- Communicated with insurance providers to ensure coverage requirements were met and authorizations were approved in a timely manner.
- Collaborated with physicians, clinical staff, and patients to gather necessary documentation and relay authorization status updates.
- Ensured accuracy of patient demographic and insurance information in Electronic Health Records (EHR) systems to support proper billing and compliance.
- Maintained up-to-date knowledge of payer-specific guidelines, including Medicare, Medicaid, and private insurance requirements for precertification.
- Monitored and followed up on pending authorizations to avoid delays in care and support seamless patient scheduling.
- Documented all communication, approvals, denials, and next steps in accordance with HIPAA and organizational standards.
- Worked closely with billing and scheduling teams to ensure services were authorized prior to the patient’s appointment, reducing claim denials.
- Handled high-volume workload with attention to detail and maintained compliance with organizational and regulatory requirements.
Senior TCS Rep
Whirlpool
05.2013 - 01.2023
- Handled high-volume inbound and outbound calls from consumers regarding delivery scheduling, missed appointments, delivery confirmations, and claims reporting.
- Scheduled and updated deliveries using SAP and Fiori worklist (Descartes), and contributed to the successful testing and launch of the new scheduling tool.
- De-escalated challenging situations with empathy and professionalism, working closely with cross-functional teams to resolve delivery and order-related issues.
- Set clear expectations with consumers regarding delivery processes, ensuring a positive customer experience and minimizing confusion or dissatisfaction.
- Managed and responded to email inquiries from customers and trade partners within established service-level agreements (SLAs).
- Conducted follow-up outreach to dissatisfied customers based on survey feedback to restore trust, resolve concerns, and identify process improvement opportunities.
- Supported order management processes including order updates, quality checks, fulfillment tracking, and performance reporting.
- Collaborated with leadership and internal teams to develop and document standard operating procedures (SOPs) for improved efficiency.
- Communicated policies and procedures clearly to both internal stakeholders and external partners.
- Identified and reported process improvement opportunities to enhance operational effectiveness and customer satisfaction.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Medical Receptionist
Greater Knoxville Ent Center
06.2011 - 05.2013
- Scheduled, confirmed, and coordinated patient appointments, ensuring accuracy and minimizing scheduling conflicts.
- Answered a high-volume multi-line phone system with professionalism and a friendly tone, providing information and responding to patient inquiries.
- Delivered comprehensive administrative support, including copying, faxing, organizing documents, and updating calendars to streamline office operations.
- Provided outstanding customer service to an average of 60 patients per day by assisting with test results, follow-up appointments, and general inquiries.
- Ensured physicians had all necessary documentation and test results prior to patient visits, contributing to seamless care coordination.
- Maintained and updated patient charts in compliance with HIPAA regulations, supporting accuracy and continuity of care.
- Assisted with scheduling follow-up appointments and managing patient flow to improve efficiency and reduce wait times.
- Demonstrated proficiency with Electronic Health Records (EHR) systems for patient intake, scheduling, documentation, and updating records.
- Applied working knowledge of ICD-9 codes to support accurate diagnostic documentation and billing processes.
- Processed insurance verifications and precertification requests, and worked with various insurance providers (private, Medicare, Medicaid) to ensure proper coverage and authorization.
- Maintained thorough understanding of hospital billing practices and insurance policies to educate patients and facilitate accurate claims processing.
911 Emergency Dispatcher
Knox County 911
12.2008 - 03.2011
- Answered and prioritized emergency and non-emergency calls, dispatching appropriate police, fire, and EMS units using real-time communication and tracking systems.
- Directed emergency responders using computer-aided dispatch (CAD) and assigned mapping systems to ensure timely and accurate arrival on scene.
- Monitored multiple radio channels and maintained constant communication with field personnel to coordinate assistance and relay critical updates.
- Assisted distressed callers by remaining calm, providing instructions, and gathering essential information to ensure appropriate response and documentation.
- Accurately documented call details and incident data in real-time systems while following strict protocols and procedures.
- Handled high-stress, high-volume situations with professionalism, attention to detail, and strong decision-making skills.
- Demonstrated strong multitasking abilities by managing incoming calls, logging data, and dispatching units simultaneously.
- Provided exceptional customer service, de-escalating tense situations and offering reassurance to callers during emergencies.
Medical Office Assistant
University Health Systems
10.2000 - 12.2008
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
- Delivered exceptional front-line patient service by greeting and assisting patients, assessing needs, and ensuring efficient departmental flow.
- Clearly communicated medical testing procedures to patients, ensuring understanding and comfort throughout the process.
- Maintained expert-level knowledge of hospital policies related to billing and insurance to accurately support patient admissions and inquiries.
- Fostered a positive and welcoming environment, contributing to high levels of patient satisfaction and repeat positive feedback.
- Recognized multiple times by supervisors and patients for outstanding customer service and commitment to quality care.
- Trained and mentored new employees, ensuring adherence to hospital standards and efficient onboarding.
- Collaborated across departments to manage and expedite a high volume of daily paperwork, contributing to improved workflow and reduced patient wait times.
- Efficiently handled multi-line phone systems to schedule patient appointments, including coordinating annual breast exams through the Breast Center.
- Maintained a clean, organized, and professional department environment in line with health and safety protocols
- Utilized Electronic Health Records (EHR) systems to input, update, and retrieve patient information accurately and efficiently.
Education
General Studies
Carter High School
Strawberry Plains, TN05-1999
Skills
- Certified Nursing Assistant (CNA)
- CPR (Cardiopulmonary Resuscitation) Certified
- Delivery Scheduling & Coordination
- Process Improvement & Workflow Optimization
- Friendly, Positive Attitude & Strong Customer Service
- Critical Thinking & Problem Solving
- Computer Proficiency (EHR systems, SAP, Fiori, Microsoft Office)
- Active Listening & Effective Communication
- Planning, Organizing & Time Management
- Reliable, Trustworthy & Strong Work Ethic
- Team Leadership & Relationship Building
- Knowledgeable in patient safety, hygiene, and infection control
- Proficient in electronic health records (EHR) and patient documentation
- Strong communication and interpersonal skills
Accomplishments
- Consistently maintained high customer and patient satisfaction ratings by delivering compassionate care and responsive service as a Certified Nursing Assistant (CNA).
- Managed and professionally processed over 80 calls per day, providing clear information and assistance related to patient care, insurance policies, and precertification requirements.
- Demonstrated strong knowledge of ICD-9 coding, facilitating accurate medical documentation to support efficient billing and claims processing.
- Effectively handled patient complaints and conflicts with empathy and calmness, preserving a positive experience and fostering long-term relationships.
- Certified in CPR, prepared to respond promptly and competently in emergency situations to ensure patient safety.
- Worked extensively with various insurance providers, verifying coverage and obtaining precertifications to reduce delays in patient care.
- Developed and implemented a new program that significantly enhanced operational efficiency and improved departmental workflow and patient services.
- Frequently received positive feedback from patients, customers, and supervisors for dedication to excellent care and service.
Certification
- Certified Nursing Assistant (CNA) — Holston Rehab Center, 2025
- , CPR Certified
- Medical Assistant Certification (In Progress) — Expected Completion: July 2026
Timeline
Senior Customer Solutions Rep
First Horizon Bank
07.2023 - Current
Precertification Specialist
CVS/caremark
05.2023 - 07.2024
Senior TCS Rep
Whirlpool
05.2013 - 01.2023
Medical Receptionist
Greater Knoxville Ent Center
06.2011 - 05.2013
911 Emergency Dispatcher
Knox County 911
12.2008 - 03.2011
Medical Office Assistant
University Health Systems
10.2000 - 12.2008
General Studies
Carter High School
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