Kila Drake
Billings
Summary
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
13
13
years of professional experience
Work History
Patient Service Representative Manager
Intermountain Healthcare
10.2017 - Current
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
- Provided exceptional customer service by addressing patient inquiries and resolving concerns promptly.
- Collaborated with healthcare providers to ensure accurate patient information and seamless communication.
- Trained new staff on office protocols and best practices for effective patient interaction.
- Implemented electronic health record management, ensuring data accuracy and compliance with regulations.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Streamlined check-in processes, enhancing efficiency and reducing wait times for patients.
- Verified insurance eligibility and coverage for patients.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Resolved customer complaints using established follow-up procedures.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Waitress
Fort Custer Golf Course
01.2022 - 02.2024
- Delivered exceptional customer service, ensuring guest satisfaction and repeat visits.
- Managed multiple tables efficiently during peak hours, enhancing overall dining experience.
- Collaborated with kitchen staff to ensure timely food delivery and quality control.
- Handled customer inquiries and complaints effectively, promoting positive resolutions.
- Assisted in inventory management by tracking stock levels and placing orders as needed.
- Maintained cleanliness and organization of dining area, contributing to a welcoming atmosphere.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
Caregiver
Tendernest Assisted Living
08.2016 - 11.2016
- Provided compassionate care to clients, ensuring safety and emotional support throughout daily activities.
- Implemented effective communication strategies to build rapport with clients and their families.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
Receptionist Administrator
Blanco Blanco Cosmetology School
12.2014 - 08.2016
- Managed front desk operations, ensuring smooth daily workflow and exceptional customer service.
- Coordinated appointment scheduling and maintained accurate records for efficient office management.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Handled complaints and questions, and re-directed calls to other team members.
- Assisted in the planning and execution of company events for improved employee morale and client relations.
- Maintained inventory of office supplies, preventing shortages and supporting daily operations.
- Updated office policies and procedures manual, ensuring compliance and up-to-date guidelines.
Insurance Representative
Reisig Agency Insurance
02.2013 - 07.2014
- Educated clients on policy options, coverage details, and claims processes.
- Managed client accounts, ensuring accurate documentation and timely renewals.
- Attended seminars, meetings and educational programs to stay abreast of evolving needs of insurance industry and client base.
- Collected premiums on or before effective date of coverage.
Education
High School Diploma -
Hardin High School
Hardin, MTSkills
- Customer service
- HIPAA compliance
- Insurance verification
- Medical terminology
- Office administration
- Bookkeeping support
- Phone etiquette
- Strong multitasking
- Team collaboration
- Cash handling
- Elderly care
- Time management
Timeline
Waitress
Fort Custer Golf Course
01.2022 - 02.2024
Patient Service Representative Manager
Intermountain Healthcare
10.2017 - Current
Caregiver
Tendernest Assisted Living
08.2016 - 11.2016
Receptionist Administrator
Blanco Blanco Cosmetology School
12.2014 - 08.2016
Insurance Representative
Reisig Agency Insurance
02.2013 - 07.2014
High School Diploma -
Hardin High School