Kayla Lewis
Mountville
Summary
Proficient in providing exceptional customer service within a fast-paced contact center environment, focusing on patient support and operational efficiency. Handled various tasks including appointment scheduling, insurance verification, and troubleshooting patient inquiries while ensuring compliance with relevant protocols. Provided department support in assisting as a training buddy to new hires in 2023. Actively participated in team meetings to propose ideas that enhanced workflow processes, serving as a point person for colleagues since 2021. Maintained high standards of quality assurance and received recognition for outstanding patient interactions during challenging situations.
Overview
14
14
years of professional experience
Work History
Contact Center Specialist
Penn Medicine Lancaster General Hospital
Lancaster
01.2017 - Current
- Support department operations using customer service skills and detailed system knowledge.
- Answer incoming calls in a professional manner in a high volume contact center
- Provide patients support with various tasks such as scheduling tests, insurance verification, and obtaining orders as needed.
- Perform troubleshooting and problem solving for patient issues.
- Provide exceptional customer service by answering patient questions and addressing concerns.
- Adhere to HIPAA regulations when handling confidential patient information.
- Coordinate with patients and healthcare professionals to meet patient needs.
- Refer patients to appropriate professionals and resources.
- Schedule appointments and complete patient registration while adhering to various strict protocols.
- Contributed numerous huddle ideas with majority having been implemented.
- Support coworkers as a point person since 2021 and as a training buddy in 2023.
- Maintain and meet quality assurance goals.
- Consistently meets performance and adherence goals over 95%.
- Recognized as a Legacy Moments Star for offering exceptional patient support during a negative experience
- Received several thank you cards from colleagues, leadership, and patients for the support and positive experience that is continuously offered.
Student Services Coordinator
American Beauty Academy
Lancaster
08.2011 - 12.2015
- Ensured compliance with applicable laws, regulations and policies governing student services operations.
- Created and distributed information regarding student services resources.
- Maintained accurate records of student activities, progress and achievements.
- Advised students on college processes, procedures and regulations.
- Supervised staff members responsible for providing assistance with various aspects of the program.
- Provided emotional and technical support to students by helping them meet and maintain all criteria to graduate.
- Maintained career placement program of over 87%
- Tracked course curriculum plans and sequencing within disciplines.
- Monitored student progress and assisted students and teachers with resolving problems.
Education
High School Diploma -
Lampeter Strasburg
Lancaster, PA06-2006
Some College (No Degree) - Diagnostic Medical Sonography
Harrisburg Area Community College
LancasterSkills
- Customer service
- Problem solving
- Quality assurance
- Call management
- Team collaboration
- Training support
- Team support
- Attention to detail
Timeline
Contact Center Specialist
Penn Medicine Lancaster General Hospital
01.2017 - Current
Student Services Coordinator
American Beauty Academy
08.2011 - 12.2015
High School Diploma -
Lampeter Strasburg
Some College (No Degree) - Diagnostic Medical Sonography
Harrisburg Area Community College