Ellen M Kellam
Thame,Ox
Summary
Compassionate and Reliable Patient Care Coordinator with 20 years of experience in clinical practices and patient care coordination. Excellent communicator with good interpersonal skills and proficiency in computer operations.
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problem, adept at multi-tasking, leading group discussions and managing projects.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Patient Access Representative
Riverside Shore Memorial Hospital
Onancock, USA
04.2022 - 07.2024
- Managed high-volume phone calls, resulting in efficient appointment setting.
- Protected patient confidentiality with strict adherence to data protection regulations.
- Carried out day-to-day duties accurately and efficiently.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied positive customer service approach to increase satisfaction levels.
- Facilitated successful appointments by scheduling accurately and promptly.
- Maintained clean reception area to promote a positive clinic environment.
- Coordinated insurance paperwork for seamless claim processing.
- Provided empathetic customer service during stressful medical situations; eased patient anxiety.
- Built trusting relationships with patients through courteous behaviour and professional communication skills.
- Updated patient medical records meticulously for accurate treatment history tracking.
- Answered queries of patients clearly, leading to enriched understanding of procedures or policies.
- Handled sensitive information discreetly, fostering trust amongst patients.
- Contributed towards creating a peaceful environment at reception; facilitated smoother functioning of the clinic.
- Welcomed patients with kindness to enhance checking in processes.
- Protected patient rights through continued discretion and confidentiality.
- Managed digital and manual filing systems.
- Maintained timely check-in services, noting patient arrivals for efficient appointment running.
- Worked flexibly with colleagues to cover shifts and provide continuous front-desk coverage.
- Responded calmly and compassionately in emergency situations.
- Collaborated with medical staff to facilitate smooth patient flow and efficient clinic operations.
- Set up new patients within target timeframes.
- Documented patient encounter information, laboratory results, and correspondence for records.
- Supported needs of patients from diverse backgrounds and helped each person access medical services.
- Transcribed medical information for patient or facility records.
Customer Assistant
North Street Market
Onancock, Virginia, USA
01.2022 - 04.2024
- Handled returns and exchanges efficiently maintaining high standards of service amidst challenging situations.
- Participated actively in staff meetings contributing valuable insights towards improving store performance.
- Improved customer relations by promptly addressing queries and concerns.
- Assisted customers with product selection to ensure satisfaction.
- Handled cash transactions accurately, enhancing trust between business and clientele.
- Provided excellent customer service to ensure repeat business.
- Stocked shelves regularly for easy access to products by customers.
- Dealt effectively with customer complaints, resolving issues professionally and amicably.
- Assisted in visual merchandising efforts, enhancing store appearance and attracting footfall.
- Cross-sold related products at the point of purchase boosting overall sales volumes.
- Handled cash and card payments with accuracy.
- Monitored inventory levels routinely to avoid stock-outs or overstocking issues.
Substitute Teacher/Reading Tutor
Northampton County Schools
Eastville, Virginia, United States
09.2019 - 03.2020
- Managed classroom behaviour effectively, ensuring a conducive learning environment.
- Achieved enhanced student engagement by adopting creative teaching methods.
- Implemented lesson plans provided by regular teachers during their absence.
- Adapted teaching style to accommodate diverse learning needs of students.
- Provided constructive feedback to students, promoting personal growth and development.
- Recommended additional materials and resources to improve student skills.
- Utilised technology to enhance student education and grasp of materials.
- Proctored quizzes, tests and standardised examinations.
Dental Front Office Coordinator
Island Dental
Chincoteague Island, USA
11.2012 - 07.2019
- Managed billing functions, including fee collection, invoice generation and transaction posting
- Used Diamond Dental to maintain and update patient files
- Monitored dentist schedules and coordinated patient appointments
- Greeted patients and visitors and managed patients in order of appointment time
- Received incoming calls, answered questions and scheduled patient appointments
- Prepared for next day's patients by pulling charts and making confirmation calls
- Interacted with insurers to verify coverage and collect payments
- Inventoried office and medical supplies, placing orders to maintain adequate levels of different items
- Helped to minimize no-shows by proactively confirming appointments
Education
Bachelor of Science - Interdisciplinary Studies - Professional Writing Concentration
Old Dominion University
Norfolk, VA 08.2005 - 05.2009
Skills
- Customer-service skills
- Computer skills
- Customer Service
- Customer relations
- Interpersonal communication
- Order processing
- Trustworthiness
- Customer rapport
- Records management
- Teamwork and collaboration
- Client retention
- Appointment generation
- Client service
- Effective listening
- Customer retention abilities
- Scheduling understanding
Affiliations
- Gardening (especially flowers)
- Reading
- Traveling
- Visiting historic properties
Certification
Certified Healthcare Access Associate (US)
References
References available upon request.
Timeline
Patient Access Representative
Riverside Shore Memorial Hospital
04.2022 - 07.2024
Customer Assistant
North Street Market
01.2022 - 04.2024
Substitute Teacher/Reading Tutor
Northampton County Schools
09.2019 - 03.2020
Dental Front Office Coordinator
Island Dental
11.2012 - 07.2019
Bachelor of Science - Interdisciplinary Studies - Professional Writing Concentration
Old Dominion University
08.2005 - 05.2009
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