Summary
Overview
Work History
Education
Skills
Timeline
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Kionna Pinkston

Pittsburgh

Summary

Dynamic and results-driven professional with extensive experience at Squirrel Hill Health Center and UPMC. Proven problem-solver skilled in customer support and data entry, enhancing patient satisfaction through efficient appointment scheduling and insurance verification. Committed to maintaining HIPAA compliance while optimizing operations and resolving complex issues effectively.

Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.

Overview

10
10
years of professional experience

Work History

Call Center Representative

Squirrel Hill Health Center
11.2021 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
  • Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
  • Maintained accurate records of patient demographics, insurance information, and medical history in electronic health systems.
  • Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Insurance Verification Specialist

UPMC
02.2016 - 09.2021
  • Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Updated patient records with accurate, current insurance policy information.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • Reduced errors in billing by accurately maintaining patient records with updated insurance information.
  • Optimized productivity within the department by prioritizing tasks according to urgency and importance levels.
  • Achieved insurance pre-authorizations to enable timely patient procedures.
  • Assisted patients with understanding personalized insurance coverage and benefits.
  • Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
  • Complied with HIPAA guidelines and regulations for confidential patient data.

Health Information Management Technician-Temp

UPMC
10.2015 - 02.2016
  • Contributed to the development of policies and procedures for health information management department operations, ensuring regulatory compliance and best practices were adhered to consistently.
  • Enhanced patient care by accurately recording and maintaining health information data.
  • Reduced errors in medical records by implementing a thorough review process and providing staff training on documentation practices.
  • Improved efficiency in handling release of information requests by developing an organized tracking system for prompt processing and response times.
  • Ensured compliance with regulations by closely following HIPAA guidelines and protecting patient confidentiality.
  • Retrieved medical data for physicians and patients.
  • Upheld HIPAA regulations and standards for protecting patient information.

Education

MEDICAL BILLING AND CODING CERTIFICATION -

Institute of Medical And Business Careers
Pittsburgh, PA
08-2015

Skills

  • Customer support
  • Data entry
  • Call center customer service
  • Verbal and written communication
  • Resolving issues
  • Inbound phone calls
  • Appointment scheduling
  • NextGen
  • Patient confidentiality
  • HIPAA compliance
  • Insurance coverage verification
  • Data entry and review
  • Skilled in Healthware
  • Insurance benefits verification
  • Organization and time management

Timeline

Call Center Representative

Squirrel Hill Health Center
11.2021 - Current

Insurance Verification Specialist

UPMC
02.2016 - 09.2021

Health Information Management Technician-Temp

UPMC
10.2015 - 02.2016

MEDICAL BILLING AND CODING CERTIFICATION -

Institute of Medical And Business Careers

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Kionna Pinkston