Krista Longacre
West Reading
Summary
Dynamic professional with extensive experience at Surgical Institute of Reading, excelling in customer service and relationship building. Proven ability to enhance patient satisfaction through effective communication and conflict resolution. Skilled in electronic health records management, demonstrating adaptability and critical thinking to streamline processes and improve overall service delivery.
Overview
40
40
years of professional experience
Work History
Pre Admission Call Specialist
Surgical Institute of Reading
Wyomissing
04.2024 - 05.2026
- Assisted patients in completing necessary forms and understanding procedures.
- Managed inbound calls and addressed patient inquiries efficiently.
- Delivered timely, courteous responses to information requests, ensuring patient satisfaction.
- Resolved patient concerns by actively listening and offering appropriate solutions.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Cultivated strong customer relationships through clear and empathetic communication.
- Maintained accurate electronic health records to support patient care continuity.
- Collaborated with medical staff to streamline communication processes.
- Utilized multiple computer applications simultaneously to process orders quickly and accurately.
- Worked closely with management staff members to develop strategies for improving overall customer experience.
- Identified opportunities for improvement in processes related to customer service operations.
- Provided feedback on ways to improve existing processes or procedures within the call center environment.
- Participated in team meetings to discuss best practices for handling challenging customer situations.
- Escalated complex customer issues to supervisors for resolution.
- Audited customer account information to identify issues and develop solutions.
Patient Liaison
Reading Surgery Center
Wyoming
07.2019 - 04.2024
- Acted as a liaison between patients and healthcare staff to ensure timely communication of information.
- Facilitated communication between patients and healthcare providers for clarity of care.
- Educated patients on pre-operative instructions and post-operative care guidelines.
- Resolved patient issues by providing support and resources.
- Coordinated patient appointments, streamlining scheduling processes to enhance patient access.
- Organized patient follow-up calls, assessing satisfaction to inform service improvements.
- Contributed to team effort by accomplishing related results as needed.
- Ensured compliance with HIPAA regulations concerning confidential data sharing among healthcare personnel.
- Assisted in providing a positive patient experience by attending to their needs and inquiries promptly.
- Provided information on medical treatments, procedures, and services available at the hospital.
- Coordinated with other departments to ensure that patient care was properly addressed.
- Monitored patient feedback surveys regularly to identify areas requiring improvement.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Implemented patient satisfaction surveys to identify areas for improvement.
- Developed positive relationships with patients to support their care experience.
- Compiled information from patients and caregivers to pinpoint care concerns, facilitating timely interventions.
- Documented patient counters in hospital system and initiated follow-up actions.
- Documented patient counters in hospital system and initiated follow-up actions.
Admission Specialist III
Caron Treatment Center
Wernersville
11.2010 - 04.2019
- Managed cases from initial contact to admission, ensuring seamless scheduling or closing while providing exceptional service and follow-up.
- Completed admission assessments and scheduling forms to effectively utilize Caron Conversation, converting callers to scheduled admissions.
- Educated callers on financial options to fund treatment investments, increasing conversion rates for admissions.
- Identify patients who need clinical screening prior to admission and gather Clinical information for review.
Reading EAP Tutor- First through Fifth Grades
Reading School District
Reading
11.2008 - 01.2010
- Created quick reads curriculum to enhance students' comprehension skills.
- Implemented soar to success curriculum to improve academic performance among students.
- Developed early success curriculum to establish foundational literacy skills for students.
Director of Admissions/Marketing
Spruce Manor Nursing and rehabilitation Center
West reading
01.1988 - 01.2008
- Developed marketing strategies and relationships with local hospitals and physicians to enhance referral networks.
- Facilitated informational interviews to gain insights into client needs and preferences, improving service offerings.
- Educated families about long term healthcare/Insurances
- Guided tours with families and loved ones
- Reviewed clinical records from hospitals
- Organized community events with local professionals to foster collaboration and increase awareness of services.
- Liaison between nursing staff and families
- Compiled and verified census reports to ensure accurate data submission.
Activity coordinator/Director of Activities
Spruce Manor Nursing and rehabilitation Center
West reading
01.1988 - 01.2008
- Supervised 3 activity coordinators to ensure effective program delivery
- Maintained annual budget to support diverse activity offerings
- Planned/implemented fundraisers (Raised the highest amount for Alzheimer’s Disease in the company throughout the United States and Canada
- Planned/implemented community events
- Developed specialized programs for mental/physical health of the resident’s needs
- Engaged residents in personalized activities to enhance their social interaction.
- Documentation daily on resident’s activity progress
Substitute Teacher
Wyomissing Area School District
Wyoming
01.1988 - 01.2008
- Facilitated educational initiatives in Reading and Wyomissing School Districts to enhance student engagement and learning outcomes.
- Managed classroom activities and maintained a positive learning environment.
- Adapted lesson plans to meet diverse student needs and learning styles.
- Collaborated with teachers to implement effective classroom strategies.
Elementary School Teacher
Parsippany
01.1986 - 01.1988
- Head teacher in Preschool setting
- Implemented educational programs, enhancing learning experiences for 26 students
- Completed Individual Education Plans, ensuring tailored support for diverse learning needs
- Conducted individual family conferences to strengthen communication and engagement with families
Summer School EAP Tutor-First and Second Grades
Reading School District
Reading
01.2008
- Moving with math extension/Early success curriculum
- Facilitated individualized learning sessions for students in reading comprehension.
- Developed engaging lesson plans tailored to diverse learning styles.
- Assisted students with homework and assignments to enhance understanding.
Education
Bachelor of Science Degree - Elementary and Kindergarten Education
Pennsylvania State University
State College, PA08-1986
High school or equivalent -
Wyomissing Area High School
Wyomissing, PA05-1981
Skills
- Electronic health records
- Regulatory compliance
- Customer service
- Data analysis
- Relationship building
- Team collaboration
- Conflict resolution
- Active listening
- Effective communication
- Critical thinking
- Patience and tact
- Stress tolerance
- Adaptability
- Gathering information
- Interpersonal skills
- Analytical
- Customer communications
- Answering questions
- Problem-solving skills
- Call center experience
- Resolving issues
- Data entry efficiency
- Quick thinking
- Customer engagement
- Telephone interviews
- Communication skills
References
Available upon request
Timeline
Pre Admission Call Specialist
Surgical Institute of Reading
04.2024 - 05.2026
Patient Liaison
Reading Surgery Center
07.2019 - 04.2024
Admission Specialist III
Caron Treatment Center
11.2010 - 04.2019
Reading EAP Tutor- First through Fifth Grades
Reading School District
11.2008 - 01.2010
Summer School EAP Tutor-First and Second Grades
Reading School District
01.2008
Director of Admissions/Marketing
Spruce Manor Nursing and rehabilitation Center
01.1988 - 01.2008
Activity coordinator/Director of Activities
Spruce Manor Nursing and rehabilitation Center
01.1988 - 01.2008
Substitute Teacher
Wyomissing Area School District
01.1988 - 01.2008
Elementary School Teacher
01.1986 - 01.1988
Bachelor of Science Degree - Elementary and Kindergarten Education
Pennsylvania State University
High school or equivalent -
Wyomissing Area High School