Katelyn Mounce
Somerset
Summary
Dynamic customer service professional with expertise in healthcare coordination and client referrals management. Known for fostering effective team collaboration and optimizing service delivery, contributing to improved patient experiences and operational efficiency.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
AdaptHealth
06.2024 - Current
- Coordinated patient referrals to hospice services, ensuring timely access to care.
- Collaborated with healthcare providers to facilitate patient referrals and appointments.
- Maintained accurate electronic health records using company-specific software systems.
- Communicated with patients to clarify services and resolve inquiries, enhancing customer understanding.
- Processed documentation for medical equipment orders and insurance claims submissions.
- Coordinated with team members to streamline intake processes and improve efficiency.
- Educated patients on product usage and safety protocols for home care equipment.
- Assisted in training new staff on intake procedures and system navigation.
- Answered and logged incoming inquiries via phone, fax and email.
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Updated patient information on computer system to maintain billing accuracy.
- Maintained clinical records and required paperwork in compliance with agency standards.
- Maintained positive attitude and effectively de-escalated clients during crisis situations.
- Coordinated with external agencies to ensure continuity of care for clients.
- Made outbound calls to providers to obtain information necessary to create or update authorization.
- Communicated regularly with clinical staff regarding client progress and changes in condition or behavior.
- Addressed and resolved client concerns or complaints related to the intake process.
- Facilitated communication between clients, family members, and healthcare providers to ensure seamless service delivery.
- Handled incoming customer inquiries via phone and email to ensure timely responses.
- Provided detailed information about products and services to customers.
- Resolved customer complaints, fostering a positive relationship and improving overall customer satisfaction.
- Collaborated with team members to enhance overall service quality.
- Followed established protocols for handling sensitive customer information.
- Trained new agents on call procedures and company policies effectively.
- Participated in team meetings to discuss improvements in service delivery.
- Provided customer service support for incoming calls and emails.
Customer Service Representative
AdaptHealth
Somerset
10.2021 - 06.2024
- Resolved customer complaints through effective communication and problem-solving, enhancing customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product inquiries and service-related questions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Educated customers on product usage and maintenance guidelines.
- Processed orders and managed customer accounts efficiently.
- Collaborated with team members to ensure timely service delivery.
- Maintained knowledge of company policies and procedures for better service delivery.
- Documented customer interactions in the database accurately.
- Provided feedback to management on common customer concerns.
- Developed strong customer relationships, fostering loyalty and encouraging repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
Associate of Arts -
Somerset Community College
Somerset, KYSkills
- Customer service
- Customer complaint resolution
- Client referrals
- Patient intake procedures
- Healthcare coordination
- Electronic health records
- Service delivery optimization
- Recordkeeping strengths
- Documentation
- Microsoft Excel
- Problem solving
- Team collaboration
- Training new staff
- Attention to detail
- Strong teamwork
- Hospitality and accommodation
- Positive and professional
- Medical equipment processing
- Positive and professional
Timeline
Customer Service Representative
AdaptHealth
06.2024 - Current
Customer Service Representative
AdaptHealth
10.2021 - 06.2024
Associate of Arts -
Somerset Community College