KELLY SLATTERY
Manassas
Summary
Professional in customer service with strong foundation in teleservices. Skilled at handling high-volume calls, resolving inquiries, and providing exceptional support to clients. Strong focus on team collaboration and achieving results, with flexible approach to changing needs. Known for excellent communication skills, problem-solving abilities, and maintaining high standards of performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Teleservice Representative
Kaiser Permanente
05.2018 - Current
- Improved overall efficiency by offering suggestions for process improvements based on personal experience and observations in the role.
- Reduced escalations by effectively resolving conflicts through active listening, problem-solving skills, and professional demeanor during difficult conversations.
- Maintained strong relationships with clients through consistent communication and attentive followups.
- Implemented best practices throughout service calls, increasing member satisfaction
- Demonstrated adaptability through continuous learning of new products, services, or policy updates as required.
- Delivered single call resolutions and maintained customer satisfaction through quality servicing.
Patient Access Specialist
Novant Health Heathcote Medical Center
07.2015 - 05.2018
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collected and validated patient demographics and insurance information.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
Patient Access Specialist
Novant Health Bull Run Medical Center
01.2014 - 07.2015
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
Surgery Scheduler
Fair Ridge OBGYN
02.2012 - 01.2014
- Perform various clerical or administrative functions, such as ordering and maintaining an inventory of supplies.
- Transcribe recorded messages or practitioners' diagnoses or recommendations into patients' medical records.
- Arrange hospital admissions for patients.
Administrative Assistant
Monarch Mortgage
04.2009 - 05.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
- Contributed to policy updates, researching regulations to ensure company compliance.
Education
Medical Assistant Diploma -
Everest College
Woodbridge, VA08.2015
Business Management - undefined
Northern Virginia Community College
Manassas, VA01.2008
High School Diploma - undefined
Osbourn Park High School
Manassas, VA06.2005
Skills
- Goal oriented
- Script adherence
- Customer service
- Adaptability and dependability
- Call handling
- Outbound and inbound calls
- Appointment scheduling
- Mentoring and coaching
- Performance-driven
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Documented and resolved appointment issues which led to satisfied members.
- Assisted management with the coaching of new staff members.
Certification
- Medical Assistant - Everest College (September 2015), CPR Certified American Heart Association (2015)
- Health Insurance Portability and Accountability Act (Everest College 2014)
- Occupational Safety and Health Administration (Everest College 2014)
Timeline
Teleservice Representative
Kaiser Permanente
05.2018 - Current
Patient Access Specialist
Novant Health Heathcote Medical Center
07.2015 - 05.2018
Patient Access Specialist
Novant Health Bull Run Medical Center
01.2014 - 07.2015
Surgery Scheduler
Fair Ridge OBGYN
02.2012 - 01.2014
Administrative Assistant
Monarch Mortgage
04.2009 - 05.2012
Business Management - undefined
Northern Virginia Community College
High School Diploma - undefined
Osbourn Park High School
Medical Assistant Diploma -
Everest College
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