Amber Kleinhaus
Mountville
Summary
Skilled in patient scheduling and appointment coordination, ensuring HIPAA compliance and exceptional customer service. Proven ability to manage high call volumes while maintaining a compassionate approach.
Friendly and flexible candidate with solid customer service background. Quick learner possessing basic understanding about managing patient records, scheduling software and medical terminology. Collaborative administrative professional with strong task prioritization and organizational skills.
Overview
6
6
years of professional experience
Work History
Centralized Scheduling
Lancaster Orthopedic Group
10.2025 - Current
- Scheduled patient appointments utilizing electronic health record systems for efficient workflow management.
- Coordinated with medical staff to optimize scheduling and minimize patient wait times.
- Assisted patients with appointment inquiries and provided clear information regarding procedures.
- Monitored daily schedules to ensure accurate adherence to clinic protocols and policies.
- Adapted quickly to schedule changes, effectively communicating updates to relevant parties.
- Managed high call volumes with professionalism and patience, prioritizing customer service while multitasking effectively.
- Ensured compliance with HIPAA regulations, safeguarding patient privacy during all aspects of the scheduling process.
- Provided compassionate support to patients facing complex medical conditions or emotional challenges during the scheduling process.
- Resolved scheduling conflicts and accommodated special requests, maintaining flexibility and understanding of individual needs.
- Liaised with clinical staff to ensure they were informed and prepared for any special needs or requirements associated with scheduled patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Maintained accurate patient records for proper tracking of patient history and treatment.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Patient Service Representative
Lancaster Orthopedic Group
05.2023 - 10.2025
- Managed patient scheduling to optimize clinic workflow and reduce wait times.
- Assisted patients with insurance verification and payment processing for smoother transactions.
- Verified insurance eligibility and coverage for patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Epic to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Assisted patients in filling out check-in and payment paperwork.
- Entered patient demographic and insurance data into electronic medical record system.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
Patient Service Representative
UPMC Pinnacle Lititz
03.2022 - 05.2023
- Coordinated communication between patients and healthcare providers to enhance service delivery.
- Monitored patient records for accuracy, ensuring compliance with regulatory requirements and internal policies.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Sales Advisor
H&M Hennes & Mauritz
09.2021 - 03.2022
- Executed visual merchandising strategies to align with brand standards.
- Managed inventory levels, ensuring stock availability and organization.
- Trained new team members on sales techniques and customer service protocols.
- Implemented best practices for maintaining store appearance and cleanliness.
- Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
- Participated actively in weekly sales meetings, sharing insights from personal experiences that contributed to team success.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Merchandising Associate
Lowe's
03.2020 - 09.2021
- Streamlined merchandising processes by implementing efficient layout designs that improved workflow in-store operations.
- Improved product visibility by creating eye-catching merchandise displays.
- Enhanced customer experience by maintaining clean, well-stocked, and organized store aisles.
- Elevated brand image through adherence to corporate visual merchandising guidelines during floor sets and window installations.
- Contributed to positive workplace culture by collaborating effectively with colleagues across departments.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Inspected merchandise for quality and arranged proper display location on floor.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Stocked shelves to match planogram images and instructions.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Stocked designated items on shelves, end caps and displays.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
Education
GED -
Manheim Township High School
Lancaster, PA12-2021
Skills
- Maintaining confidentiality
- Deadline oriented
- Data entry proficiency
- Follow-up skills
- Appointment coordination
- HIPAA compliance
- Patient confidentiality
- Patient scheduling
- Insurance verification
- Teamwork
- Customer service
- Attention to detail
- Multitasking
- Reliability
- Adaptable and flexible
- Active listening
- Verbal and written communication
- Cash handling
- Electronic health records
- Patient registration
- Medical terminology
- Appointment scheduling
- Patient referral
- Workflow management
- Payment scheduling and collection
- Telephone etiquette
Timeline
Centralized Scheduling
Lancaster Orthopedic Group
10.2025 - Current
Patient Service Representative
Lancaster Orthopedic Group
05.2023 - 10.2025
Patient Service Representative
UPMC Pinnacle Lititz
03.2022 - 05.2023
Sales Advisor
H&M Hennes & Mauritz
09.2021 - 03.2022
Merchandising Associate
Lowe's
03.2020 - 09.2021
GED -
Manheim Township High School