Kionna Pinkston
Pittsburgh,Pa
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Squirrel Hill Health Center
11.2021 - Current
- Responded to patient calls and emails to answer questions about upcoming appointment's.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound patient service or patient satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of patient issues.
- Answered phone calls and answered questions from potential patients.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Task physicians and nurse with patient inquiries.
- EHR/Soft Phone/Next Gen trained
Insurance Verification Specialist II
UPMC
02.2016 - 09.2021
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Updated patient records with accurate, current insurance policy information.
- Processed 350 patient accounts per week/70 accounts per day
- Ovation/Healthware trained
Health Information Management Specialist
UPMC
10.2015 - 02.2016
- Collaborated closely with physicians and nursing staff to improve quality of patient records documentation.
- Retrieved medical data for physicians and patients.
- Catalogued patient data in clinical databases and registries according to regulatory practices.
- Upheld HIPAA regulations and standards for protecting patient information.
- Generated medical reports on patient admissions, treatment and discharge for disbursement to various departments.
- Secured confidential patient information from unauthorized access.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
Education
Certification - Medical Coding And Billing
Institute of Medical Careers
Pittsburgh, PA08.2015
High School Diploma -
Penn Hills Senior High School
Pittsburgh, PA06.2007
Skills
- Call Control Skills
- Customer Account Updates
- Performance Improvement
- Scripted Calls
- Call Center Operations
- Productivity Management
- Outgoing Phone Calls
- Customer Communication
Timeline
Call Center Representative
Squirrel Hill Health Center
11.2021 - Current
Insurance Verification Specialist II
UPMC
02.2016 - 09.2021
Health Information Management Specialist
UPMC
10.2015 - 02.2016
Certification - Medical Coding And Billing
Institute of Medical Careers
High School Diploma -
Penn Hills Senior High School
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