Kaliyah Neal
281 Williamson Zebulon Rd Apt 16,GA
Summary
Achieved high customer satisfaction by delivering accurate and accountable service in the healthcare industry. Promoted consistent quality through strict adherence to established policies and procedures. Cultivated a reputation for integrity and professionalism among peers. Effectively communicated ideas and information to ensure clarity and understanding. Identified and resolved issues through strategic problem-solving approaches. Maintained a typing speed of 40 wpm. Maximized productivity using Microsoft Office applications and video communication platforms.
Overview
12
12
years of professional experience
Work History
Medical Administrative Assistant
Grace Medical Clinic
Griffin, GA
09.2021 - 09.2025
- Managed appointment scheduling and patient flow to enhance clinic efficiency.
- Coordinated communication between medical staff and patients, ensuring clarity in care instructions.
- Maintained electronic health record systems for accuracy and compliance with regulations.
- Implemented office procedures that improved patient check-in processes and reduced wait times.
- Trained new staff on administrative protocols, fostering a collaborative team environment.
- Developed patient education materials, enhancing understanding of services offered by the clinic.
- Oversaw billing and insurance claim submissions, ensuring timely processing for reimbursement.
- Led initiatives to streamline administrative workflows, resulting in improved service delivery standards.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
- Generated reports and logged patient information for reliable records.
- Developed strong rapport with patients through active listening and empathetic communication, fostering trust and encouraging ongoing engagement with healthcare services.
- Managed incoming phone calls efficiently, directing callers to appropriate personnel while providing courteous service at all times.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Greeted patients and provided required paperwork to facilitate services.
- Called patients to confirm scheduled appointments day in advance.
- Demonstrated proficiency in various medical software programs, adeptly adapting to new technology as required for optimal job performance.
- Maintained and updated patient records for accurate, current medical histories.
- Contributed to a positive office environment by fostering strong working relationships with colleagues, resulting in improved team collaboration.
- Streamlined front desk operations through the implementation of an effective filing system for patient documentation.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Collaborated with healthcare professionals to maintain high-quality care across departments.
- Anticipated supply needs and placed orders proactively, preventing shortages that could disrupt daily clinic operations or compromise patient care quality.
Customer Service Representative / Sales Associate
Home Depot
Griffin, GA
03.2014 - 09.2021
- Handle inbound and outbound phone communications.
- Provide quotes and process payments, refunds, and exchanges.
- Document information in electronic system – ESBS.
- Complete data inventory duties.
- Trained new team members on product knowledge and customer service protocols.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Implemented process improvements that streamlined checkout procedures, reducing wait times.
- Managed inventory levels through regular audits to ensure stock availability.
- Developed training materials for ongoing staff education on new products and promotions.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Led initiatives to enhance store layout, optimizing customer flow and experience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Mental Health Technician
McIntosh Trail
Barnesville, GA
02.2018 - 05.2020
- Assisted with activities of daily living - personal hygiene, mobility, and feeding.
- Resolved escalated issues and rescheduled appointments.
- Took and recorded vital signs, and performed services in a timely and professional manner.
- Documented and reported changes in patient habits, condition, and activities – electronic.
Personal Care Assistant
Crown Health Care
Fayetteville, GA
09.2015 - 12.2017
- Took vital signs and assisted with activities of daily living - personal hygiene, mobility, and feeding.
- Assisted with medications, scheduled appointments, and managed phone communications.
- Communicated and interacted effectively and tactfully with patients, visitors, families, peers and supervisory staff.
- Documented and reported observations of patient behavior, complaints, or physical symptoms – electronically.
- Maintained the comfort, privacy, and dignity of patients by completing duties in a manner that displayed warmth and promoted a caring environment.
Customer Service Representative
TSYS
McDonough, GA
01.2015 - 10.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls, ensuring timely and accurate responses to client issues.
- Trained new team members on customer service protocols and systems.
- Streamlined processes to enhance customer satisfaction and support efficiency initiatives.
- Monitored service metrics, providing insights to improve operational performance and customer experience.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
HIPAA Essentials for Healthcare Professionals Certificate - undefined
Ultimate Medical Academy
First Aid/CPR - Infant, Child, and Adult
American Red Cross
AED Defibrillator - undefined
American Red Cross
Associate of Science Degree - Health Sciences – Medical Administrative Assistant
Ultimate Medical Academy
01.2021
Skills
- Facilitated patient scheduling and record management to support seamless healthcare delivery
- Applied medical terminology to support clinical operations and ensure precise patient care
- Led initiatives to enhance transcription accuracy and efficiency, improving overall documentation quality Managed team efforts to uphold patient confidentiality standards, ensuring compliance with HIPAA regulations Strategically coordinated with healthcare teams to optimize transcription workflows and reduce turnaround times
- Oversaw patient processing operations to enhance workflow efficiency Coordinated with medical personnel to streamline patient information management Led initiatives to improve patient experience through effective processing protocols
- Facilitated patient registration to enhance operational workflow and improve patient experience
- Implemented efficient systems for organizing and maintaining medical records to support healthcare operations
- Facilitated check-in meetings to ensure alignment on project goals and timelines
- Led project teams in evaluating requirements and aligning them with strategic goals Oversaw task execution to enhance team productivity and ensure timely project delivery Championed the development of comprehensive documentation to facilitate project transparency
- Performed data entry tasks to support efficient record-keeping and information retrieval
- Coordinated information release processes to support transparency and stakeholder communication
- Implemented HIPAA compliance measures to safeguard sensitive health information and maintain regulatory standards
- Oversaw training initiatives on medical laws and ethics to enhance team knowledge Championed adherence to healthcare regulations across departments Developed comprehensive ethical frameworks to guide medical decision-making
- Oversaw the completion of CMS 1500 claim forms to ensure compliance with industry standards Coordinated with team members to streamline claims processing workflows Enhanced documentation practices for improved claim tracking
- Oversaw billing cycle operations to maintain accurate financial records and support cash flow management
- Facilitated claims appeal process to enhance customer satisfaction and streamline operations
- Utilized medical billing knowledge to ensure accurate and efficient processing of claims
- Oversaw third party billing operations to enhance efficiency and accuracy Coordinated with cross-functional teams to streamline billing processes Managed client relationships to ensure satisfaction with billing services
- Led initiatives to enhance client understanding of Medicare programs Oversaw enrollment strategies to maximize client participation Developed resources to improve accessibility of Medicare information for diverse populations
- Oversaw Medicaid enrollment initiatives to enhance access for underserved populations Collaborated with community organizations to streamline application processes Developed training materials for staff to improve service delivery
- Led project teams through all phases of development to achieve timely and cost-effective results Oversaw resource allocation and task assignments to optimize team performance Fostered a collaborative environment to drive project success
- Applied foundational coding skills in ICD-10 and CPT to support healthcare documentation processes
- Conducted thorough insurance verification to facilitate seamless patient care and financial transactions
- Facilitated understanding of human anatomy and physiological processes to enhance educational outcomes
Timeline
Medical Administrative Assistant
Grace Medical Clinic
09.2021 - 09.2025
Mental Health Technician
McIntosh Trail
02.2018 - 05.2020
Personal Care Assistant
Crown Health Care
09.2015 - 12.2017
Customer Service Representative
TSYS
01.2015 - 10.2017
Customer Service Representative / Sales Associate
Home Depot
03.2014 - 09.2021
HIPAA Essentials for Healthcare Professionals Certificate - undefined
Ultimate Medical Academy
First Aid/CPR - Infant, Child, and Adult
American Red Cross
AED Defibrillator - undefined
American Red Cross
Associate of Science Degree - Health Sciences – Medical Administrative Assistant
Ultimate Medical Academy