Summary
Overview
Work History
Education
Skills
Timeline
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Kera Jones

Hamilton,ON

Summary

Dynamic Medical Secretary with extensive experience at McMaster University, adept at enhancing patient satisfaction through efficient scheduling and exceptional customer service. Proven ability to manage high call volumes while maintaining HIPAA compliance and fostering teamwork. Skilled in electronic recordkeeping and known for strong organizational skills, streamlining office operations to improve patient flow.

Overview

8
8
years of professional experience

Work History

Medical Secretary II- Patient Services

McMaster University
09.2023 - Current
  • Prioritized calls through screening process and scheduled patient appointments based on triage criteria, also directed calls to appropriate clinicians
  • Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff,.
  • Maintained a clean and organized office environment to promote a positive atmosphere for both staff and patients.
  • Kept information confidential and followed HIPAA guidelines to maintain patient trust.
  • Registered new patients in electronic medical records prior to appointment scheduling.
  • Supported office staff and operational requirements with administrative tasks.
  • Answered phone calls and messages for 30+ multi disciplinary medical facility serving more than 20,000 patient's, scheduling appointments, and handling patient inquiries.
  • Enhanced office productivity by handling high volume of callers per day.
  • Maintained current and accurate medical records for patients.
  • Streamlined office communications by promptly answering phone calls, routing messages, and providing accurate information to patients.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing calendars for multiple physicians.
  • Ensured compliance with HIPAA regulations through proper handling of sensitive patient information within the office setting.
  • Assisted in the onboarding process for new staff members, providing necessary training and guidance to ensure a smooth transition into the office environment.
  • Assisted in the development of new office procedures to enhance workflow efficiency and overall productivity.
  • Improved patient flow and reduced wait times with effective appointment scheduling.
  • Enhanced patient satisfaction by providing empathetic and clear communication regarding procedures and policies.
  • Supported healthcare professionals by efficiently managing high volume of patient calls and inquiries, ensuring timely responses.
  • Facilitated communication between patients and healthcare providers, ensuring questions and concerns were promptly addressed.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Conducted patient intake interviews, recording and documenting relevant information.
  • Processed medical insurance claims and payments.

Medical Secretary- Student Wellness Centre

McMaster University
09.2017 - 09.2023
  • Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
  • Maintained professionalism and courtesy while managing high call volumes during peak hours.
  • Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
  • Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
  • Assisted customers with scheduling appointments, confirming details, and making necessary adjustments.
  • Acted as first point of contact and set appointments for patients
  • Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
  • Maintained a comprehensive understanding of clinic policies and procedures in order to effectively communicate them to patient's during the scheduling process.
  • Maintained accurate documentation of patient interactions, contributing to efficient medical record keeping.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Facilitated timely communication between patients and healthcare providers by promptly relaying pertinent information.
  • Exhibited strong interpersonal skills while interacting with diverse patient populations, fostering a welcoming and supportive environment for all individuals seeking medical care.
  • Streamlined patient flow by efficiently conducting initial assessments and prioritizing urgent cases.
  • Improved team efficiency by effectively collaborating with medical professionals during high-pressure situations, ensuring seamless patient care.
  • Reduced wait times for patients by maintaining an organized triage system that prioritized based on urgency levels.
  • Managed the efficient flow of medical records by confirming accuracy, scanning documents into the EMR system, and securely storing physical copies.

Medical Secretary

Crown Point Family Health Centre
10.2018 - 09.2022
  • Enhanced patient experience by managing appointment scheduling and resolving conflicts efficiently.
  • Reduced patient wait times by prioritizing tasks and delegating responsibilities to other staff members.
  • Streamlined office operations for increased productivity, implementing effective organizational systems.
  • Promoted a positive work environment by fostering collaboration and open communication among office staff members.
  • Scanned prescriptions and reports into EMR database.
  • Assisted with billing procedures to ensure timely payment from patients or insurance companies.
  • Collaborated closely with medical personnel to provide administrative support during special projects or initiatives as needed.
  • Provided excellent customer service while answering phone calls and assisting visitors at the front desk area.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
  • Answered phone calls and messages for 4-physicians, a well as allied health team members in a family health team medical facility, scheduling appointments, and handling patient inquiries.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Prepared and processed patient referrals and transfer requests.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.

Education

Diploma - Medical Administration

Academy Of Health And Business
Hamilton
10-2017

Skills

  • Medical terminology
  • Clinical support
  • Customer service
  • Patient scheduling
  • Patient confidentiality adherence
  • Strong organizational skills
  • Critical thinking
  • Telephone customer support
  • Medical records management
  • Professional telephone etiquette
  • HIPAA compliance
  • Electronic recordkeeping
  • EMR updating
  • Payment collection
  • Detail-oriented approach
  • Patient scheduling proficiency
  • Interpersonal relationship building
  • Problem-solving
  • Teamwork and collaboration
  • Attention to detail
  • Flexible and adaptable
  • Multitasking Abilities

Timeline

Medical Secretary II- Patient Services

McMaster University
09.2023 - Current

Medical Secretary

Crown Point Family Health Centre
10.2018 - 09.2022

Medical Secretary- Student Wellness Centre

McMaster University
09.2017 - 09.2023

Diploma - Medical Administration

Academy Of Health And Business

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Kera Jones