Kelly Carroll

Dedicated healthcare professional with 7+ years in mental health settings and 22+ years in customer-facing roles. Skilled in crisis intervention, member advocacy, and EHR documentation. Proven collaborator with multidisciplinary teams to drive positive patient outcomes.

Member Service Representative 1 - Alameda Alliance For Health - 1240 S Loop Road, Alameda, CA

(2025-07)

Serve as the primary contact for members, providers and others for questions related to claims, benefits, authorizations, pharmacy, member eligibility and other questions related to Alameda Alliance and provide accurate, satisfactory answers to their inquiries or concerns.

• Resolve complex member inquiries across benefits, eligibility, claims, behavioral health, and care coordination via multi-database research
• Document and process Exempt Grievances accurately in electronic systems, ensuring next-business-day resolution compliance
• Educate members on managed care fundamentals, plan optimization, and provider selection to maximize health plan value

Front Office Coordinator III - Mindpath Health - 5776 Stoneridge Mall Rd, Ste 300, Pleasanton, CA 94588

(2019-03 - 2025-05)

Follow office workflow procedures to ensure maximum efficiency. Maintain files and records with effective filing systems. Redirect calls, disseminate correspondence, schedule meetings. Greet and assist visitors when they arrive at the office. Perform basic bookkeeping activities and update the accounting system. Deal with customer complaints or issues.

• Managed high-volume front office operations for busy mental health practice, handling scheduling, cash, and multi-line phones
• Leveraged NextGen EHR and MS Office daily to maintain accurate patient records and streamline clinical workflows
• Applied crisis intervention skills and therapeutic communication to support patients in a fast-paced, team-oriented environment

Billing Coordinator - Admiral Security/Port Of Oakland Project - Oakland, CA

(2014-04 - 2019-03)

Acquire periodic customer reports to determine billing issues. Perform bookkeeping activities such as invoice preparation, recording payments & late fees. Determine the bill owed to the company. Solicit payments from customers through telephone calls, personal meetings, and email. Update customers' information in the database. Research billing problems and proactively resolve them.

Monitor Radio

Calls from security, respond, and resolve problems pertaining to container parking. Coordinate with customers about billing issues and payments. Keep records of all citations issued by security officers to violators and explain to customers the reasons for the violation. Perform general clerical duties to include, but not limited to, copying, faxing, mailing and filing.

• Oversaw billing coordination for large-scale security project, managing invoicing, bookkeeping, and financial recordkeeping

BA - Sociology/Minor Black Studies - Cal State East Bay (2025-08 - 2027-05)

AA - Social Work/Liberal Arts - Chabot Community College (2022-08 - 2025-05)

Diploma - San Lorenzo High School (2006-06)