Kimberly Greene
Land O Lakes,FL
Summary
Compassionate and dedicated Patient Advocate with 20 years of experience in healthcare environments, committed to enhancing patient experience and ensuring access to quality care. Seeking to leverage strong communication and problem-solving skills in a Patient Advocate role.
Overview
39
39
years of professional experience
Work History
Patient Care Coordinator
Newsom Eye and Laser
01.2019 - Current
- Strong interpersonal and communication skills
- Knowledge of healthcare systems and patient rights
- Conflict resolution and problem-solving abilities
- Proficiency in [relevant software or tools, e.g., EMR systems]
- Empathy and active listening
- Collaborate with healthcare teams to ensure patient needs are met and advocate for patient rights.
- Assist patients in navigating the healthcare system, including appointments, transportation, durable medical equipment, prescription refills and treatment plans.
- Resolve conflicts and address patient concerns by developing effective communication strategies.
- Provided support to patients and families in understanding medical procedures and services available.
- Coordinated care services and follow-up appointments, improving patient adherence to treatment plans.
- Developed and maintained relationships with community resources to assist patients in need of additional support.
- Assisted in the collection and analysis of patient feedback to enhance service quality and patient satisfaction.
- Greeted and assisted an average of 85-90 patients daily, ensuring a welcoming and efficient experience.
- Managed multi-line phone system, directing calls and taking messages accurately
- Scheduled and confirmed appointments, optimizing the daily schedule for maximum efficiency.
- Assisted with insurance verification and pre-authorizations, reducing patient wait time
Call Center Customer Service Representative
Milan Eye Center
03.2021 - 01.2022
- Appointment Booking: Scheduling on average 95-100 appointments per day based on availability and patient needs.
- Information Provision: Answering questions about appointment times, services, and procedures.
- Patient Records: Accessing and updating patient information and appointment details.
- Insurance Queries: Verifying insurance coverage and eligibility if needed.
- Issue Resolution: Handling rescheduling or cancellations, and addressing any scheduling issues.
- Reminder Calls: Informing patients about upcoming appointments and providing necessary pre-appointment instructions.
- Customer Service: Providing a positive and professional experience for patients during their call.
- The focus is on efficiently managing call volume while ensuring patients receive the information and support they need.
Eye Gallery, Inc.
06.2004 - 01.2019
- Greet patients and maintain the patient flow through the office.
- Check patients in and out collecting insurance co-pays.
- OfficeMate / Exam Writer
- End of day balance and deposit.
- Schedule appointments for five physicians.
- Obtain insurance authorizations on day prior to patients appointment.
- Process insurance claims electronically for such providers as VSP, NVA, Eyemed, Davis Vision, Blue Cross Blue Shield and others.
- Calling to confirm patient appointments.
- Respond to email, voicemail and faxes throughout the day.
- Obtain prior authorizations for patients through Par-X.
- Humphreys Visual Field Testing.
- OCT
- Auto Refractor
- Instruction of Insertion and removal of contact lenses.
- Daily ordering / restocking of contact lenses through ABB.
- Selecting/Ordering of eye ware.
Customer Service Representative
Airline Reservation Center
09.1986 - 05.1993
- Handled an average of eighty inbound calls per day, addressing customer inquiries and resolving issues with a first-call resolution rate of ninety percent.
- Consistently achieved or exceeded monthly performance targets for customer satisfaction, call handling time, and quality assurance.
- Trained and mentored new hires, improving team performance and productivity.
- Collaborated with cross-functional teams to address customer feedback and implement service improvements.
Education
Associate of Science -
The Wilma Boyd School
Pittsburgh, PA06.1988
High School Diploma - General
Peters Township High School
McMurray, PA06.1985
Skills
- Excellent communication and interpersonal skills
- Proficient in Microsoft Office, Excel, and multi Medical Office Software
- Strong organizational and multitasking abilities
- Ability to work in fast-paced environments while maintaining attention to detail
- Strong problem-solving abilities
- Proficient in Customer Relationship Management (CRM) Software
- 20 years customer service experience
- Energetic and Enthusiastic
- Dependable
- Critical Thinking
- Time Management
- Creative
- Team player
- Proactive problem-solving
Timeline
Call Center Customer Service Representative
Milan Eye Center
03.2021 - 01.2022
Patient Care Coordinator
Newsom Eye and Laser
01.2019 - Current
Eye Gallery, Inc.
06.2004 - 01.2019
Customer Service Representative
Airline Reservation Center
09.1986 - 05.1993
High School Diploma - General
Peters Township High School
Associate of Science -
The Wilma Boyd School
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