Front Desk Customer Service
Resume:
Kelly Telladira **** Rowe St.
Catawba, NC *****
**************@*****.***
GOALS
Successful in the clinical office, front desk reception, scheduling exam appointments and customer service for 10+ years. I bring in all my skills and background from my past clinical and customer service experience. Train around the protocol and core value standards of your company. Always easy going and flexible to change that goes on around me and helpful to team members.
EXPERIENCE
Harbor Point Animal Hospital - Front Desk Customer Service Representative I
July 2023 - March 2024
● Front desk receptionist checking in and out clients. Scheduling annual exams, vaccine reminders, sick visits, sedated exams, pre boarding exams. Verifications of all required exams and updated vaccines for boarding and daycare
● Appointment reminders and call back to clients
● Getting patients weight and entering the details in patients vitals
● Working with Vet Assistant to care for patients in house and on the phone
● Payments over the phone with credit cards, Care Credit, Synchrony, Scratch and payment plans.
● Creating a new owner/ pet chart and obtaining records from previous pet locations by email and other
● Updating patient reminders
● Patient paperwork for consents, boarding, daycare, grooming, same day anesthesia etc.
● Refilling prescriptions for food and preventive medications
● Processing Jr and Snr wellness samples
● Escorting patients to kennels or exam rooms for various visits.
● Updating various office protocol to implement them in daily duties
● Clarity and understanding of IDEXX Neo
● Answering incoming and made outgoing phone from from and to pet owners
● Send a call back for every department for inventory, food, treatment, DVM, medical records, grooming, boarding
● Use of Homebase, Paylocity, Talent Cards and CE
● Used Fear Free protocol for every appointment
Veterinary Specialties at the Lake - Front Desk Reception March 2022 - July 2023
Checking in, taking weights, assigning to exam rooms and letting med SKILLS
Dependable
Reliable
Team Player
Time management
Self Motivated
Proficient in Microsoft Word,
Excel and Outlook
Help organize patient’s
appointments
Assist DVM or PHY Care
Managers patient’s future
surgical dates
Processed and completed
authorizations, schedule peer
to peer appointments
Familiar with CPT and ICD-10
codes
Proficient with Prod
Mountain, CERNER, iCITRIX,
EPIC Systems, Athena health
systems, IDEXX Neo system
Worked with AS 400, ezyVet
INTERESTS and TALENTS
Crochet
Outdoors
Arts and Crafts
GrandKids
staff they’re ready for their appointment. Appointment types; annual exams, patient problems, remove stitches, check sutures, rechecks, new puppy and litters. Theriogenology consults for breeding, tech appointments for progesterones levels, brucellosis, vaginal cytology, set-up rooms for ultrasound & gestational ultrasound and term rad appointments. Checking out patients once their appointment is completed. Processing the credit card, cash, check, care credit, and scratch pay payments. Made sure each room was clean after the owner and patient completed their appointment. Stocked cupboards stocked with supplies. Counted end of day cash and receipts needed to reconcile all payments. Clinic specialized in Canine/ Feline reproduction. Understanding the scheduling of the reproductive system and process of seasoned bitch, maiden and studs. Lakeshore Women's Specialists - Front Desk Receptionist May 2021 - March 2022
Scheduling outpatient office visits for physicians and mid-levels regarding OB/GYN appointments. Working front desk, updating NP and establishing patient paperwork, insurance. Answering phones for patients to schedule, reschedule, cancel, confirm appointments, update addresses. Working referrals, medical records, fax distribution, scanning PHI to patient medical charts. Contact patients to schedule physician referrals for appointments regarding outpatient Charlotte Gastroenterology and Hepatology - Outpatient Scheduling Customer Service
August 2019 - May 2021
Scheduling outpatient office visits for physicians and mid-levels regarding gastroenterologist and hepatology appointments. Answering phones for patients to schedule, reschedule, cancel, confirm appointments, update addresses. Working urgent referrals. Contact patients to schedule physician referrals for appointments regarding outpatient emergent appointments for gastrointestinal or anemia reasons.
Shriners Hospital, Salt Lake City, UT — Referral Scheduler August 2014 - January 2019
Worked in care management scheduling the physicians appointments when the orders were off-site. Scheduled and arranged appointments Fishing
for patients and family members. Obtained final medical record and forwarded to physicians MA’s and care manager for continuity of care, Contact insurance and start to finish authorizations for high-tech radiology and confirm patient’s insurances. Processed the meaningful use to provide financial incentives to allow the hospital financial incentives to be eligible. Made sure those reports were scanned to the patient EMR by medical records. Meet with and explain the process of scheduling the referral with the family. Making sure they understood that their insurance company will be the final payor otherwise they would be financially responsible. Shriners Hospital, Salt Lake City, UT —MedicalRecords June 2005 - August 2014
Filed records to paper charts. Electronically check in and out charts. Kept audit list for open and closed charts (MRN). Printed or pulled patient charts to outside requesters, recorded charts in EMR system when released. Familiar with HIPPA laws, Ability to log out 500+ medical record requests in a 30-day month.
Farmers Insurance, South Jordan —CSR Rep.
April 2003 - June 2005
Worked in auto/home/umbrella branch office. Receiving monthly payments, scheduling meetings, explanation of statements, started/canceled and reactivated policy’s, temporarily worked as production agent, scheduling meetings. Worked part time for an independent agent in Park City at home organizing his customers for payments, cancellations and marketing his office for future possible customers.
EDUCATION
Salt Lake Community Skills Center — Clerk Typist
August 1985 - 1987
English, Mathematics, Telephone Etiquette, Typing, 10-key, Production typing, Speed typing, Computers, Excel Skills
Cottonwood High School — Diploma
Graduated May 1984
Completed general curriculum for Salt Lake County
PROJECTS
Project Name — Detail
Created a spreadsheet for physicians to keep track of their orders/referrals to office site specialties. Enabled doctors to keep track of their orders for each patient for scheduling future surgeries whether it be emergent or routine.
REFERENCES
April King, Customer Service Representative 704-***-**** 2023-2024 Salsbury, NC,
Maria Mace, MA - at Shriners Hospital in Salt Lake City UT - 1275 Fairfax Rd Salt Lake City UT 84104, 801-***-****, *****@*********.*** Marcella Woiczik, MD, Orthopaedic Pediatric Surgeon - at Shriners Hospital Associate Professor of Orthopaedics - University of Utah, Pediatric Orthopaedic Fellowship Director 1275 Fairfax Rd Salt Lake City UT 84104, 801-***-****, ********@*********.*** Alyssa Ponce, LCSW, Care Management - at Shriners Hospital 1275 Fairfax Rd Salt Lake City UT 84104, 801-***-****, ******@*********.*** Jeanette Koning, Friend
522 South 900 West Salt Lake City UT 84104, 801-***-****, **************@*****.*** Jennifer Brown, Office Manager
1675 Mollys Backbone Rd Catawba NC, 828-***-****, ***********@*****.*** Dr. Jane Barber DVM - Business Owner Veterinary Specialties 1675 Mollys Backbone Rd Catawba NC, 828-***-****, ***********@*****.***
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