Data Entry Customer Service

Shawna Kelnar

Calgary AB, ******.******@****.** 1+403-***-****

LinkedIn: https://www.linkedin.com/in/shawna-kelnar-a23326102

Basic Data Entry Clerk

PROFILE SUMMARY

Detail-oriented Medical Office Assistant with over a year of experience in a fast-paced clinical setting & a combined 15+ years of experience in multiple retail/call center environments, adept at managing patient interactions and administrative duties. Proficient in learning & using Electronic Medical Record (EMR) systems as well as using Electronic Documentation systems like Document Management System (DMS), Salesforce & Master Mind Business (MMB) to support multiple doctors/departments within multiple companies, ensuring accurate patient/customer information, appointment scheduling, and documentation. Skilled in handling patient inquiries, triaging calls, processing payments, and maintaining confidentiality under the Health Information Act (HIA). Strong communicator with excellent time management and critical thinking skills, known for delivering superior patient/customer service, keeping a positive ‘can do’ attitude at all times and contributing effectively within a multidisciplinary team.

CORE COMPETENCIES

MS Office Suite EMR Proficiency CRM Proficiency Customer Service Excellence Superior Communication Skills Office Administration Problem Resolution Adaptable Detail Oriented Technical Proficiency Efficient Inbound and Outbound Call Management Data Entry and Typing Skills Knowledge of Medical Terminology Appointment Booking De-escalation Skills

SKILLS SUMMARY

Collaborate with multi-disciplinary team in providing professional, organized, and courteous service to customers, while greeting, processing, and assisting them efficiently.

Efficiently handle phone inquiries, assist customers with routine questions, verify appointments, and direct them to appropriate staff, while documenting all interactions in the accounts.

Manage customer appointments and ensure accurate customer information is updated and verified in their accounts.

PROFESSIONAL EXPERIENCE

Technical Support/Customer Service/Loyalty Representative 2018-2024

ADT by TELUS Calgary, Alberta

Utilized strong communication skills to walk customers through alarm system diagnostics, minimizing service calls and enhancing customer satisfaction.

Provided comprehensive billing support and education, effectively addressing customer concerns and reducing repeat inquiries.

Earned commendations for employing empathy and active listening to transform negative customer experiences into positive outcomes.

Customer Service Coordinator 2016-2018

Careica Health Calgary, Alberta

Boosted administrative productivity, performed patient charting, and managed EMR system used by the company after receiving referrals from clinics around Calgary for patients to complete sleep apnea/pulmonary function testing.

Orchestrated patient appointments for sleep apnea studies at Careica clinics, maintaining efficient scheduling between clients and sleep specialists.

Technical Support Representative 2007-2016

Rogers Calgary, Alberta

Demonstrated excellence in technical support by effectively guiding customers through satellite troubleshooting, minimizing the need for on-site technician visits.

Streamlined field operations by managing work order documentation, allowing technicians to focus on service delivery during high-volume periods.

EDUCATION AND CERTIFICATION

Medical Terminology Completed 2016

Calgary Public Library, Calgary, Alberta

Veterinary Administrative Assistant Certificate Completed with honors 2006-2007

NAIT, St. Albert, Alberta

Bachelor of Science (Courses completed Anatomy, Sociology, etc.) 2003-2006

Red Deer Community College, Red Deer, Alberta

Shawna Kelnar Calgary AB, ******.******@****.** 403-***-****

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