Kristina Jarvis
Portsmouth
Summary
Results-driven Team Leader known for high productivity and efficient task completion that offers key strengths in organization, relationship building, customer service, and creativity. Skilled in strategic planning, conflict resolution, and performance optimization. Excel in leadership, communication, and problem-solving to achieve team goals. Ready to leverage abilities in organization and motivation to drive success in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader, Senior Patient Access Representative
Sentara
Norfolk
10.2024 - Current
- Lead the patient registration team, ensuring effective registration practices and real-time monitoring of team performance to meet departmental standards.
- Oversee staffing and work assignments during shifts, resolving issues promptly to maintain operational flow.
- Coordinate and support insurance verification efforts using tools like Epic RTE and Change Health.
- Serve as a primary point of contact for both internal and external customers, addressing registration-related issues as they arise.
- Assist the Team Coordinator and leadership by serving as a registration system super-user.
- Participate in the on-call rotation and contribute to interviewing new staff members.
- Prepare and review departmental reports and perform regular QA audits to ensure high-quality service.
- Mentor and train staff on best practices, policies, and procedures to improve team performance.
- Manage department supply levels and participate in meetings and workgroups for continuous process improvement.
- Completed daily quality assurance duties to provide feedback for improvements.
- Offered training and support to keep team members motivated and working toward objectives.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
Project Management and Quality Control Intern
ARDX
Norfolk
08.2024 - 01.2025
- Delivered executive reporting of projects statuses
- Analyzed healthcare legislation and policy changes to assess their impact on health management practices and outcomes
- Provided reviews on the company website
- Created social media post on company website
- Monitored and evaluated project outcomes, ensuring alignment with client objectives and regulatory requirements
- Created organizational maps
- Oversaw incoming resumes to set up interviews
- Created training videos for new hires
- Coordinated organization team activities
- Assisted in the development of communication strategies to simplify complex regulations for client stakeholders
- Researched new tools the company could use to expand and improve their services to clients
- Attended and facilitated community events
- Conducted research on current and new health policies
- Performed other duties as required
- Coordinated or oversaw scheduled quality audits.
- Monitored production processes to ensure compliance with safety regulations.
- Collaborated with cross-functional teams to develop new products and processes that meet customer requirements.
Patient Registration Technician
The Children's Hospital of the King's Daughters
Norfolk
08.2022 - 10.2024
- Greeted, instructed, directed and assisted patients and visitors upon arrival to the service area or through telecommunication devices
- Responsible for accurate data collection, documentation, and data retrieval with computerized systems
- Performed patient scheduling, registration processes, insurance verification, maintain account information, co-payments, referrals, authorizations, and billing inquiry functions through EPIC, Eclipses, Powerchart, and Cardpoint
- Checked in over 80 patients daily
- Displayed exceptional customer service to parents, patients, visitors and co-workers
- Maintained medical records, filing systems, account balances and reconciliation of days accounts receivable
- Performed charge entry and charge batching processes as necessary through Cardpoint and Payeezy system
- Provided clerical and secretarial support and other duties as assigned
- Set up relatient accounts (where it automatically reminds patients of their appointments)
- Manually and electronically verified insurances on epic and insurance portal websites
- Reported referral stats in daily morning huddle
- Send and receive incoming and outgoing mail
- Send and receive incoming and outgoing faxes
Client solutions officer
CMA- CGM
04.2022 - 06.2022
- Entered fuel pricing information into the internal database and an Excel spreadsheet
- Communicated with other internal CCA departments as needed to resolve customer inquiries about shipments
- Made and rated new bookings and modified existing bookings as per customer's request (via e-mail, phone, and EDI platforms
- Answer incoming emails and calls from customers supporting them with requested info and/or problem resolution (sometimes contacting overseas agents etc.) to ensure we maintain SLA
- Answered over 30 calls a day and responded to over 100 costumers emails a day
- Provided updates to customers on shipments, sailing schedules, equipment availability, routing etc
- Using relevant tools, rail and terminal websites etc
- In order to provide accurate information to our customers
Patient Registrar
Bon's Secours
01.2022 - 03.2022
- Greeted patients in a courteous manner
- Managed incoming phone calls from patients and their families to help them with their appointment scheduling needs
- Entered data into the EPIC system
- Scheduled patients for future appointments
- Coordinated with clinic staff to ensure patients receive the appropriate care in a timely manner
- Responsible for accurate data collection, documentation, and data retrieval with computerized systems through the check in process
Customer Service Representative
Maximus/ Maryland Medicaid
11.2021 - 01.2022
- Assisted consumers in applying for Medicaid for the state of Maryland
- Provided efficient and effective service to customers and prospects on all patron-based services to a variety of inquiries and customer needs
- Maintained sincere interest in providing stellar customer care
- Used systems to verify identities, and technical issues
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
Inbound Customer Service Representative
Faneuil/ Virginia Unemployment Commission Office
05.2021 - 11.2021
- Utilized appropriate systems guides, interview techniques and established protocol to obtain necessary information, determine unemployment claim type and complete application with incoming caller
- Extensively use automated systems to review, enter, update and report unemployment claim information
- Established protocol to take statements; key information from claimants and employers; and prepare and process documents which are used to adjudicate claims and make accurate determinations
- Complete training to address various claim types and understand business functions
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Investigated and resolved customer inquiries and complaints quickly
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions
- Answered over 60 calls per shift to meet fast-paced call center demands
Sales Associate
Walmart
07.2018 - 03.2020
- Assisted customers with finding items, such as beauty products, ladies' apparel, infants and children, shoes, as well as jewelry
- Handled incoming calls or inquiries from prospective customers
- Knowledgeable of products and services rendered
- Provided customer additional information or explained services
- Assisted customers effectively by solving customer disputes
- Educated clients on current promotional offerings and products using persuasive selling tactics
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
- Helped customers locate products and checked store system for merchandise at other sites
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
SALESCLERK/Cashier
Norfolk Naval Exchange (NEX)
10.2019 - 12.2019
- Cashier in the electronics department
- Assisted customers finding items in store as well as online
- Knowledgeable of products and services
- Responded to customer questions and complaints
- Processed payments and returns with accuracy and efficiency
- Placed new merchandise on shelves and racks in appealing, organized arrangements to drive sales
- Managed efficient cash register operations
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
Sales Associate
Skechers Usa Inc
08.2018 - 07.2019
- Promoted sales items and achieved selling the most in a month
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
- Answered customer questions about sizing, accessories, and merchandise care
- Helped customers locate products and checked store system for merchandise at other sites
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers
- Rotated stock and restocked shelves to maintain product availability and store appearance
- Educated clients on current promotional offerings and products using persuasive selling tactics
SALESCLERK/Cashier Team Lead
Hardee's
06.2018 - 08.2018
- Took orders and assisted the manager with various task such as maintaining key to the store, getting change from local vendors, handled and recorded large sums of money for deposits
- Assisted management with pins and passcodes to get in various systems for record keeping
- Processed payments and returns with accuracy and efficiency
Education
Bachelor of Science - Healthcare Administration/ Minor in Management
Old Dominion University
Norfolk, VA12.2024
Associate of Science - Business Administration
Tidewater Community College (TCC)
Norfolk, VA05.2022
Advanced Diploma -
Norview High School
Norfolk, VA06.2020
Skills
- Personal Finance
- Data analysis
- Quality assurance
- Employee training
- Team leadership
- Multitasking capacity
- Audit reporting
- CPR
- Bloodborne Pathogen
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Multi-tasking
- Pressure Management
- Epic
- Powerchart
- Referral Management
- Patient Registration
- Prior Authorizations
- Conflict Resolution
- Medical Terminology
- Adaptability
- ICD 10 Codes
- Physician Collaboration
- Patient Advocacy
- Regulatory Compliance
- Customer Service
- Project management
References
Available upon request
Volunteer Experience
- Counsellor in Training (CIT), Tarrallton Recreation Center, Norfolk, VA, 06/01/15 - 08/31/17, Assisted in recreation programs and activities, field trips, conducted sports, games, and events, Organized arts and crafts as well as storytelling sessions for children, Performed administrative tasks such as filling out paperwork, maintained inventory of department equipment and answered telephone, took messages, organized packets for distribution, and other related duties as requested by management
- Volunteer, CHKD Pectus Clinic, Norfolk, VA, 06/01/17 - 09/30/17, Assisted the clinic with classes, compiled literature and handouts, Organized luncheons, interacted with patients, took patient information, ran errands, data entry of patient information, answered phones, transcribed messages and other duties as requested
Activities
- Theta Chi Ministry at Gethsemane Church
- Alumni CHROMES participant at First Baptist Bute Street
- Phi Theta Kappa at Tidewater Community College
- Omicron Delta Kappa Honors Society at Old Dominion University
Certification
- CHAA (Certified Healthcare Access Associate)
- Personal Finance
References
References available upon request.
Timeline
Team Leader, Senior Patient Access Representative
Sentara
10.2024 - Current
Project Management and Quality Control Intern
ARDX
08.2024 - 01.2025
Patient Registration Technician
The Children's Hospital of the King's Daughters
08.2022 - 10.2024
Client solutions officer
CMA- CGM
04.2022 - 06.2022
Patient Registrar
Bon's Secours
01.2022 - 03.2022
Customer Service Representative
Maximus/ Maryland Medicaid
11.2021 - 01.2022
Inbound Customer Service Representative
Faneuil/ Virginia Unemployment Commission Office
05.2021 - 11.2021
SALESCLERK/Cashier
Norfolk Naval Exchange (NEX)
10.2019 - 12.2019
Sales Associate
Skechers Usa Inc
08.2018 - 07.2019
Sales Associate
Walmart
07.2018 - 03.2020
SALESCLERK/Cashier Team Lead
Hardee's
06.2018 - 08.2018
Bachelor of Science - Healthcare Administration/ Minor in Management
Old Dominion University
Associate of Science - Business Administration
Tidewater Community College (TCC)
Advanced Diploma -
Norview High School
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