Kimberlin Pena
Harrisburg
Summary
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. Organized Patient Service Representative with 5 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
9
9
years of professional experience
Work History
Patient Service Representative
UPMC
Harrisburg, PA
03.2022 - Current
- Managed patient scheduling and appointment coordination to optimize clinic flow.
- Facilitated communication between patients and healthcare providers, ensuring clarity and accessibility of information.
- Resolved patient inquiries and concerns promptly, enhancing overall satisfaction and experience.
- Maintained accurate patient records using electronic health record (EHR) systems for streamlined operations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Customer Service Representative
Hamilton Health Center
Harrisburg, PA
03.2021 - 03.2022
- My daily task is checking out patients, making next appointments, checking in.
- Managed scheduling for patient appointments, optimizing workflow and minimizing wait times for services.
- Collaborated with healthcare staff to address patient concerns promptly, improving overall care experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Crew Trainer
McDonald's
New Cumberland, PA
08.2017 - 08.2020
- Train crew, Clean, Taking money, Stocked
- Trained new crew members on operational procedures and customer service standards.
- Trained other employees in customer service, food safety, and performance requirements.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
Education
High school diploma -
Harrisburg High School SciTech Campus
Harrisburg, PA06-2019
Skills
- Cashiering
- Cleaning Experience
- Food Preparation
- Food Service
- Kitchen Experience
- Math
- Basic Math
- POS
- Food Production
- Food Handling
- Cash Handling
- Hospital Experience
- Customer Service
- Stocking
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Payment collection
- Scheduling appointments
- Medical terminology
- FLUENT IN Spanish
- Phone etiquette
- Patient follow-up
- Appointment reminders
- Check-in coordination
- Payment processing
Languages
Spanish - Fluent
Timeline
Patient Service Representative
UPMC
03.2022 - Current
Customer Service Representative
Hamilton Health Center
03.2021 - 03.2022
Crew Trainer
McDonald's
08.2017 - 08.2020
High school diploma -
Harrisburg High School SciTech Campus