Ruth Kelley
Titusville,FL
Summary
I am a detail-oriented professional offering expertise in both medical and nonmedical backgrounds, including sales, customer service and medical transcribing.
Overview
38
38
years of professional experience
Work History
Customer Service Representative
Allegiance Healthcare
Remote
09.2025 - Current
- Answered inbound calls for general customer support and provided claim breakdowns and eligibility information.
- Provided exceptional support to customers through phone interactions.
- Educated patients on health care services and product offerings
- Resolved customer inquiries using CRM software, enhancing satisfaction and loyalty.
Virtual Scribe
Nuance/Microsoft
Remote
08.2021 - 07.2025
- Led virtual scribe operations for a diverse range of medical specialties, utilizing both AI-assisted and traditional transcription techniques.
- Achieved a high accuracy rate while managing 20-30 chart notes per shift across various EHR systems and clinical platforms.
- Oversaw onboarding processes for new providers and facilitated peer reviews to maintain quality standards after a promotion within 10 months.
Apple Chat Advisor
Concentrix
Remote
08.2019 - 12.2019
- Operated 2 to 3 chats simultaneously
- Assisted customers with sales, product recommendations, troubleshooting applications
- Of note, this position was seasonal only.
CSR
Sykes Work at Home
Remote
12.2018 - 06.2019
- Worked on TMG Call - State of Illinois Medicaid Program
- Facilitated patient and physician office inquiries through prompt call responses to enhance service delivery.
- Oversaw provider communications regarding benefits. Coordinated appointment scheduling to enhance operational efficiency. Monitored claims status and addressed escalations in compliance with HIPAA regulations.
- Of note, this project was ramped down and closed after 7 months
CSR
Kelly-Connect
Remote
02.2017 - 07.2017
- Diagnosed and resolved technical issues for Apple iOS devices, facilitating seamless user experiences and operational efficiency.
- Assisted customers by answering incoming calls. Helped resolve sales inquiries and troubleshoot devices. Scheduled appointments for repairs and addressed general account issues.
- Executed call escalation procedures to ensure adherence to company standards and enhance customer service.
CSR
Sitel Work at Home
Remote
01.2016 - 12.2016
- Facilitated efficient email management to support customer inquiries and enhance service delivery.
- Managed email correspondence to resolve customer questions, complaints, and refund issues effectively.
- Of note, this job was outsourced off shore, and US team disbanded
- Processed 50 plus emails for Starbucks Per shift.
CSR
Convergys
Remote
01.2015 - 09.2015
- Assisted customers with inquiries and issues for DirectTV and PayPal. Provided support to resolve account-related problems efficiently. Guided users through troubleshooting processes to enhance satisfaction.
- Provided support for sales inquiries regarding account payment processes and fund disbursement procedures.
- Delivered on sales objectives and maintained alignment with key performance indicators.
Assistant to Practice Manager
Dermatology Center of Williamsburg
Williamsburg, VA
11.2006 - 11.2014
- Supported practice manager in daily operations and administrative tasks.
- Managed front office team to enhance customer experience and streamline administrative processes.
- Managed ordering processes for office and medical supplies to maintain adequate inventory levels.
- Facilitated communication with external vendors and coordinated IT support initiatives.
- Executed medical transcription and managed electronic health record scanning processes.
- Collaborated with various companies to manage purchasing and sales processes for office supplies.
Intake Coordinator
AT Home Care
Williamsburg, VA
08.2005 - 09.2006
- Managed scheduling and documentation for patient intake, streamlining workflow and improving client experience.
- Managed appointment scheduling for nursing and therapy services to ensure optimal patient care.
- Facilitated intake processes for new and returning patients. Verified insurance information for accuracy. Collected signed orders from physicians.
- Directed staffing initiatives and monitored CNAs to maintain high standards of care and service.
Medical Assistant
Contemporary Medicine Specialists
Norfolk, VA
01.1988 - 06.2005
- Initiated career in 1988 at Internal Medicine Specialists, executing medical assisting duties while rotating among three physicians.
- Supported physician in establishing and managing new practice operations for over a decade.
- Facilitated both front and back office functions, supporting seamless patient care and administrative workflows.
Education
AAS - Administrative Medical Assisting/Health Sciences
Commonwealth College (Now Bryant & Stratton)
Virginia Beach, VA01.1988
High School Diploma -
Tabernacle Baptist High School
Virginia Beach, VA01.1982
Skills
- Phone/Chat/Email
- Medical Transcription/Virtual Scribe with AI
- EHR Documentation
- Data Entry
- Peer reviews
- Staff Credentialing
- Medical Claims Training
- MS Office/Apple OS
- Medical Terminology
- Multiple EHR Systems
- Troubleshooting
- Quality Assurance
- HIPAA Compliance
- Legal/Regulatory Guidelines
- Customer service
- Critical thinking
Awards
- President of Medical Society, Commonwealth College
- Certified Emergency Medical Technician, Virginia
Timeline
Customer Service Representative
Allegiance Healthcare
09.2025 - Current
Virtual Scribe
Nuance/Microsoft
08.2021 - 07.2025
Apple Chat Advisor
Concentrix
08.2019 - 12.2019
CSR
Sykes Work at Home
12.2018 - 06.2019
CSR
Kelly-Connect
02.2017 - 07.2017
CSR
Sitel Work at Home
01.2016 - 12.2016
CSR
Convergys
01.2015 - 09.2015
Assistant to Practice Manager
Dermatology Center of Williamsburg
11.2006 - 11.2014
Intake Coordinator
AT Home Care
08.2005 - 09.2006
Medical Assistant
Contemporary Medicine Specialists
01.1988 - 06.2005
AAS - Administrative Medical Assisting/Health Sciences
Commonwealth College (Now Bryant & Stratton)
High School Diploma -
Tabernacle Baptist High School