Kristina Donohue
Durham
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Referral Coordinator II
Northern Valley Indian Health
03.2023 - Current
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Kept healthcare providers informed of referral status updates, promoting optimal continuity of care throughout the referral process.
- Developed and maintained strong working relationship with referral sources to streamline processing.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
CUSTOMER SERVICE SUPERVISOR
VCA Valley Oak Veterinary Center
06.2019 - 03.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Medical Front Office Receptionist
Immediate Care/Premiere Primary Care
08.2015 - 05.2019
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained a clean and welcoming reception area to ensure a positive first impression for all visitors to the medical facility.
- Helped patients complete necessary medical forms and documentation.
- Supported office staff and operational requirements with administrative tasks.
- Used computer programs and registration systems to schedule patients for routine office visits.
- Reduced patient wait times with proficient multitasking, handling phone calls, and managing walk-in patients simultaneously.
Customer Service Representative
Pacific Pulmonary Services
08.1998 - 05.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
Pleasant Valley High School
Chico, CA05.1981
Skills
- Pre-authorizations
- Insurance Verification
- Medical Terminology
- Multi-line phone proficiency
- Data entry proficiency
- Accurate Documentation
- HIPAA Regulations
- Multi-line telephone operation
Timeline
Referral Coordinator II
Northern Valley Indian Health
03.2023 - Current
CUSTOMER SERVICE SUPERVISOR
VCA Valley Oak Veterinary Center
06.2019 - 03.2023
Medical Front Office Receptionist
Immediate Care/Premiere Primary Care
08.2015 - 05.2019
Customer Service Representative
Pacific Pulmonary Services
08.1998 - 05.2014
High School Diploma -
Pleasant Valley High School
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