Kaitlyn Comer

571-***-**** ad3brv@r.postjobfree.com STERLING, VA, 20165

PROFESSIONAL SUMMARY

Friendly Senior Customer Service Representative and Intake Scheduler helps customers with complaints or questions and processes orders and forms. Accommodating and helpful team player with a positive attitude and familiarity with CRM systems and practices. Conveys all pertinent facts to customers and establishes and builds solid relationships to boost ratings and secure loyalty.

SKILLS

•Escalation problem-solving

•Medical terminology

•HIPAA regulations

EXPERIENCE

• Account updates

•Produce medical reports

•Critical thinking

• Maintain medical databases

•Relationship building

The Cigna Group

Senior Customer Service Representative- Nursing, 09/2022 – 12/2023

•Handled escalated customer issues on behalf of 25 customer service team members

•Created and maintained appointment schedules for Nurses and Patients with a balanced approach.

•Supported strategies to improve customer service by documenting inquiry resolutions in the case management system.

•Verified customer documentation and supporting information with skilled use of different databases and information sources.

•De-escalated conflicts using calm and professional approaches combined with advanced procedural knowledge.

•Managed intake processes for Skilled In-Home Nursing inquiries and coordinated specialist escalations.

Multi - Practice Scheduler Envera, 04/2022 – 09/2022

•Compiled medical reports covering specific patient or general office data.

•Updated patient medical records with direct intake information and transcribed practitioner messages.

•Scheduled patient appointments and lab work in EMR system.

•Managed registration desk by answering telephones and transferring calls to designated departments.

•Maintained the privacy and confidentiality of patients in compliance with policies and regulations.

•Transmitted medical records and correspondence on behalf of patients and practitioners.

Virtual Assistant Time Etc,03/ 2022-06/2022

•Reduced load on management by eliminating non-relevant emails and handling basic responses.

•Created correspondence and content for business and personal use.

•Supported company social media presence through regular updates and community engagement.

•Coordinated meetings, trips both business and personal, and appointments for multiple clients.

•Handled vendor invoices, verifying coding, reconciling purchase orders, and documenting approvals

•Took direct dictation, read notes, or listened to recordings and transcribed information.

•Delivered a range of basic and advanced clerical support for daily and special project needs.

•Located requested information for different topics by conducting physical or digital searches.

EDUCATION

Certification: Phlebotomy

Laurel Ridge Community College, MIDDLETON, VA, Jul 2020

NHA CERTIFIED PHLEBOTOMY LICENCE

Certification: Certified Medical Administrative Assistant Laurel Ridge Community College, MIDDLETON, VA, Dec 2019 NHA CERTIFIED MEDICAL ADMINISTRATIVE ASSISTANT