Kelly Bollinger
Astoria
Summary
Dynamic Patient Access Representative with a proven track record at Sarah D Culbertson Hospital, excelling in HIPAA compliance and customer service. Adept at enhancing patient satisfaction through effective communication and relationship building, I consistently improved registration processes, fostering a welcoming environment and ensuring confidentiality in patient interactions.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Recent graduate with foundational knowledge in Area of study and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Patient Access Representative
Sarah D Culbertson Hospital
05.2024 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Maintained composure in high-stress situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Improved patient satisfaction by efficiently managing registration and intake processes.
- Enhanced patient experience, ensuring welcoming environment from first point of contact.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Facilitated communication between patients and various departments and staff.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Universal Banker
First Bankers Trust Company
05.2022 - 05.2024
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Facilitated smooth transactions by adeptly handling cash deposits, withdrawals, check processing, and loan payments.
- Strengthened customer relationships with proactive communication and timely resolution of queries or concerns.
- Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
- Balanced teller drawers and ATM cash.
- Opened, closed, and updated accounts for customers.
- Assisted customers with banking needs and inquiries.
- Executed wire transfers, stop payments and account transfers.
- Counted, verified and handled bank deposits and armored car transactions.
- Maintained friendly and professional customer interactions.
- Calculated fees due, interest and change for customer transactions.
Team Leader Manager
Walmart
07.2013 - 04.2022
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Facilitated cross-training opportunities among team members, creating a more versatile and resilient workforce capable of handling unforeseen challenges.
- Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team''s experiences.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
High School Diploma -
Astoria High School
Astoria, IL05.2001
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Patient check-in
- Appointment scheduling
- Phone and email etiquette
- Money handling
- Relationship building
- Flexible schedule
- Reliability and dedication
- Providing information and resources
- Word processing
- Benefits explanation
- Patient intake
- Communicating to patients and families
- Claims handling and coverage verification
- Payment collection
- Patient confidentiality and data security
- Insurance forms processing
- Multi-line telephone systems
- Insurance verifying
- Patient documentation
- Insurance authorizations
- Medical insurance
- Registration and scheduling
- Appointment reminders
Timeline
Patient Access Representative
Sarah D Culbertson Hospital
05.2024 - Current
Universal Banker
First Bankers Trust Company
05.2022 - 05.2024
Team Leader Manager
Walmart
07.2013 - 04.2022
High School Diploma -
Astoria High School
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