Patricia Kelly
Nashville,TN
Summary
Proven track record in enhancing customer service operations, exemplified at Rotech Healthcare by optimizing appointment scheduling and ensuring HIPAA compliance. Demonstrates exceptional empathy and data entry proficiency, significantly improving patient and client satisfaction. Expert in managing high-volume call environments and streamlining administrative procedures, contributing to efficient and compassionate customer care.
Overview
8
8
years of professional experience
Work History
Healthcare Customer Service Representative
Rotech Healthcare
10.2024 - Current
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Insurance Customer Service Representative
Zander Insurance Group
04.2024 - 10.2024
- Responded to customer requests for products, services, and company information.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
- Streamlined office procedures by organizing files and implementing an efficient document management system.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
Warehouse Administrative Assistant
Workwear Outfitter
03.2021 - 04.2024
- Contributed to a safer work environment through meticulous monitoring of safety protocols and reporting any observed violations.
- Facilitated better decision-making for management by creating detailed reports on warehouse performance metrics.
- Streamlined warehouse operations by implementing efficient administrative processes and procedures.
- Conducted regular audits of physical inventory against system records, identifying inconsistencies and taking corrective action as needed for accurate stock levels.
Insurance Customer Service Representative
NTT Data
01.2017 - 02.2021
- Responded to customer requests for products, services, and company information.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
- Streamlined office procedures by organizing files and implementing an efficient document management system.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
Education
No Degree - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL04-2025
Skills
- Empathy and patience
- Patient confidentiality
- HIPAA compliance
- Claims processing
- Call center experience
- Medical terminology
- Appointment scheduling
- Stress tolerance
- Insurance verification
- Data entry proficiency
- Patient payment processing
- Record maintenance
Timeline
Healthcare Customer Service Representative
Rotech Healthcare
10.2024 - Current
Insurance Customer Service Representative
Zander Insurance Group
04.2024 - 10.2024
Warehouse Administrative Assistant
Workwear Outfitter
03.2021 - 04.2024
Insurance Customer Service Representative
NTT Data
01.2017 - 02.2021
No Degree - Medical Billing And Coding
Ultimate Medical Academy
Similar Profiles
Julie PopplewellJulie Popplewell
Sales Director, Business Development at Rotech HealthcareSales Director, Business Development at Rotech Healthcare
Yamuna DassYamuna Dass
Customer Care Representative at Rotech HealthcareCustomer Care Representative at Rotech Healthcare
Rebecca SmithRebecca Smith
Customer Service Representative at Rotech HealthcareCustomer Service Representative at Rotech Healthcare