Kimberly - Administrative Assistant

Demonstrated experience with Remote Patient Intake & Triage.

Demonstrated experience with EHR & PHI Records Management.

Demonstrated experience with Specialist Care Coordination.

Demonstrated experience with Emergency Rescue Workflows.

Demonstrated experience with Real-Time Queue Monitoring.

Monitor real-time queue performance, agent states, and schedule adherence across multiple lines of business to ensure consistent service level delivery (SLA).. Execute real-time data analysis to identify intraday trends, address staffing gaps, and implement immediate corrective actions.. Collaborate with operational leadership to manage unexpected volume spikes and maximize resource utilization.

Led and mentored a team of Provider Services Representatives, overseeing daily clinic operations, member intake, and service delivery across primary care networks.. Oversee the end-to-end evaluation, verification, and processing of Letters of Authorization (LOA) for medical consultations, laboratory tests, and diagnostic procedures.. Managed primary care clinic scheduling, ensuring accurate patient routing and appointments with affiliated doctors according to clinical specializations.. Handled escalations, resolved complex provider/patient conflicts, and optimized authorization workflows to significantly improve turnaround times and patient satisfaction.

Managed virtual intake, real-time triage, and continuous communication for global members facing critical health emergencies, travel disruptions, and urgent inquiries.. Handled Sensitive Personal Health Information (PHI) and maintained electronic health records with strict adherence to HIPAA guidelines and international privacy standards.. Acted as a central liaison between members, physicians, air ambulance teams, and overseas medical facilities to facilitate emergency care, specialist consultations, and hospital admissions.. Verified coverage frameworks and navigated complex US healthcare networks to coordinate care authorization, medical evacuations, and repatriation workflows under high-pressure environments.. Interfaced directly with emergency response teams, air ambulance providers, and medical facilities to maintain continuity of care from intake through resolution.

Tracked and reported real-time schedule adherence and key performance metrics for large-scale financial accounts.. Managed intraday technical outages and system issues, mitigating impact on customer service operations.

Investigated suspicious account activity and mitigated financial risk through meticulous fraud analysis on premium financial accounts.. Delivered top-tier customer service, resolving complex billing, account, and transactional inquiries.

Assisted financial account customers with complex inquiries, consistently meeting monthly quality assurance and customer satisfaction targets.