Kimberly Carroll

Provides exceptional customer service to patients which establish a positive first impression of Northwestern Medicine. Exceeds all consumer requests and alerts management of issues or concerns that require escalation. Correctly identifies and collects patient demographic information in accordance with organization standards.

Interacts with various hospital departments and physician offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner. Reaches out to patients to schedule an appointment as defined. Performs medical necessity checks as necessary for scheduled services, communicates options to patient if appointment fails.

Informs patients of any issues with securing the financial account for their encounter. Completes out-of-pocket estimations as requested by patients. Provides training and education as needed. Manages work schedule efficiently, completing tasks and assignments on time.

Completes other duties assigned by manager. Cross-training between various departments will take place to ensure coverage. Participates in Quality Assurance reviews to ensure integrity of patient data information.

Uses effective service recovery skills to solve problems or service breakdowns when they occur. Utilizes department and hospital policies and procedures to complete assigned tasks. Adherence to all department policies and compliance requirements.

Avoids putting patient in financial or safety risk.

Patient Access Specialist - Northwestern Medicine - Illinois

(2019-07)

Provides exceptional customer service to patients which establish a positive first impression of Northwestern Medicine. Exceeds all consumer requests and alerts management of issues or concerns that require escalation. Correctly identifies and collects patient demographic information in accordance with organization standards.

Interacts with various hospital departments and physician offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner. Reaches out to patients to schedule an appointment as defined. Performs medical necessity checks as necessary for scheduled services, communicates options to patient if appointment fails.

Informs patients of any issues with securing the financial account for their encounter. Completes out-of-pocket estimations as requested by patients. Provides training and education as needed. Manages work schedule efficiently, completing tasks and assignments on time.

Completes other duties assigned by manager. Cross-training between various departments will take place to ensure coverage. Participates in Quality Assurance reviews to ensure integrity of patient data information.

Uses effective service rec

• Communication and Collaboration: Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations. Collects authorization numbers in appropriate systems as applicable. Provides professional and constructive environment for communication across units/departments and resolves operational issues. May attend intra/interdepartmental meetings which involve walking within NM Campus. Communicates customer satisfaction issues to appropriate indi
• Technology: Utilizes multiple online order retrieval systems to verify or print the patients order. Verifies insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.) or over the phone as necessary. Completes accurate handoff instructions and notes to scheduling staff, by noting appropriately in Epic. Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position. Runs real time eligibility (RTE) on all patients to v

Call Center Representative - Wheaton Eye Clinic - Wheaton, IL

(2017-07 - 2019-07)

• Call Center Rep. Epic knowledge

Production Secretary - Glenbard East High School - Lombard, IL

(2016-09 - 2019-06)

My duties include managing job request from staff. That includes, Making Xerox copies of classroom assignments, emails as well. I am responsible for, making appointments for any repairs to Xerox Copy Machine's in a timely matter.

Esthetician - Massage Envy - Elmhurst, IL

(2015-09 - 2017-06)

• Product sales

Medical Receptionist/Biller/Medical Records - DuPage Medical Group - Lombard, IL

(1993-01 - 1999-04)

• Responsible for Scheduling future Appointments
• Taking RX from pharmacists
• Answering phones
• Confirming Medical insurance/making copies of cards

Esthedics (High school diploma) - Esthetics - Cosmetology & Spa Crystal Lake, Illinois (2013-09 - 2014-03)

High school diploma or GED

Esthetician - Esthetics - Cosmetology and Spa Institution