Kaitlin Sullivan
Smithfield
Summary
Dynamic Client Success Manager with expertise in client relationship management, communication, and problem resolution. Proven ability to enhance customer satisfaction and streamline onboarding processes to drive retention and loyalty.
Overview
8
8
years of professional experience
2015
2015
years of post-secondary education
Work History
Client Success Manager and Biller
Vitality IO
Salt Lake City
07.2023 - Current
- Managed client relationships to ensure satisfaction and retention.
- Coordinated onboarding processes for new clients and their teams.
- Developed training materials tailored to client needs and services.
- Facilitated regular check-ins with clients to assess service effectiveness.
- Collaborated with internal teams to resolve client issues promptly.
- Analyzed client feedback to improve service offerings and support strategies.
- Implemented best practices for enhancing user experience across platforms.
- Maintained accurate records of client interactions and service requests.
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Assessed monthly reports to review client activity and identify opportunities.
- Communicated well with clients through phone calls and online meetings to maintain satisfaction and keep parties current with changing environment.
- Maintained comprehensive documentation of all customer interactions and transactions.
- Monitored customer accounts to identify opportunities for improvement.
- Aligned with teams in other departments to create offering meeting needs of lucrative clients.
- Developed process improvements that enhanced the customer experience across all touchpoints.
- Processed customer invoices using billing software for accuracy and efficiency.
- Resolved billing discrepancies by communicating with clients and internal teams.
- Maintained accurate records of payments and adjustments in the accounting system.
- Collaborated with the finance team to streamline billing procedures and protocols.
- Assisted in preparing financial reports on billing activity for management review.
- Managed customer inquiries related to billing issues and ensured timely responses.
- Updated client information in the database to reflect current billing details.
- Supported audits by providing necessary documentation and clarifying discrepancies.
- Answered customer inquiries regarding billings, payments, account status.
- Investigated incorrect billings and processed refunds as necessary.
- Worked closely with patients to discuss payment arrangements when needed.
- Resolved discrepancies between customers' remittances and invoices received.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Provided technical support for software and hardware issues.
- Assisted customers with troubleshooting and problem resolution.
- Documented support interactions in ticketing system for reference.
- Collaborated with teams to improve customer service processes.
- Trained new staff on support protocols and systems usage.
- Monitored and escalated unresolved issues to appropriate departments.
- Provided technical support to customers via phone and email.
Scheduling Coordinator
WakeMed Health
Garner
10.2021 - 07.2023
- Coordinated appointment schedules for patients and medical staff at WakeMed Health.
- Managed daily patient flow to optimize clinic operations and reduce wait times.
- Communicated with healthcare providers to confirm and adjust scheduled appointments.
- Maintained electronic scheduling system to ensure accurate and up-to-date information.
- Assisted patients with scheduling inquiries and provided necessary information promptly.
- Collaborated with team members to streamline scheduling processes and enhance efficiency.
- Reviewed and updated schedules based on changes in patient needs or provider availability.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Maintained up-to-date records of staff availability, absences, holidays, vacations.
- Communicated effectively with team members to ensure they are aware of their shifts and any changes that may occur.
- Entered information into system to update status reports.
- Sent out frequent telephone or email reminders of scheduled meetings to participants.
- Verified insurance eligibility and benefits for patients effectively.
- Reviewed patient information for accuracy and completeness before submission.
- Coordinated with healthcare staff to resolve insurance-related issues promptly.
- Assisted patients with appointment scheduling and registration processes.
- Managed patient inquiries via phone and in-person effectively.
- Coordinated patient referrals to specialists and external services.
- Maintained accurate patient records using electronic health systems.
- Educated patients on insurance coverage and billing procedures.
- Collaborated with healthcare providers to ensure smooth patient flow.
- Verified insurance information for new and returning patients accurately.
- Resolved patient complaints by providing timely support and solutions.
- Answered incoming calls in a professional manner.
- Verified insurance information, collected payments, and scheduled appointments.
- Adhered to HIPAA regulations when handling confidential patient information.
- Assisted with scheduling follow-up appointments according to provider availability.
- Inputted patient demographic data into electronic health record system.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Registered patients by verifying records to update computer system and patient charts.
- Maintained a clean and organized reception area.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
Patient Service Representative and Trainer
Express Scripts
Saint Marys
08.2017 - 10.2021
- Verified insurance eligibility and benefits for patients effectively.
- Reviewed patient information for accuracy and completeness before submission.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Responded to patient inquiries regarding insurance coverage and billing issues.
- Coordinated with the billing department to ensure correct insurance information is applied to claims.
- Maintained up-to-date knowledge of insurance policies, including Medicare and Medicaid.
- Ensured compliance with federal and state regulations regarding insurance verification.
- Monitored and tracked the status of pending insurance verifications and authorizations.
- Designed and delivered training programs for diverse employee groups.
- Developed engaging training materials using multimedia resources and interactive tools.
- Mentored junior trainers, sharing best practices and instructional strategies.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Adapted teaching methods according to the needs of individual learners or groups.
- Resolved any issues raised by participants during the training session in a timely manner.
- Explained goals and expectations required of trainees.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Responded to customer inquiries via email with clarity and professionalism.
- Managed multiple email threads efficiently, ensuring timely responses.
- Documented customer interactions accurately in the support system.
- Collaborated with team members to resolve complex customer issues.
- Utilized CRM software to track and manage support requests effectively.
- Trained new employees on email support protocols and best practices.
- Monitored emails queues and responded quickly to customer requests.
- Composed grammatically correct, clear and concise email responses to reflect company tone and style.
- Identified customer needs and provided appropriate solutions.
- Resolved customer complaints in a timely manner.
- Escalated unresolved problems to higher levels of management when necessary.
- Provided technical support to customers via email and phone.
- Assessed customer satisfaction levels after each interaction.
- Collaborated with other departments to resolve complex issues.
- Assisted customers with policy inquiries and claims processing.
- Educated clients on coverage options and benefits available.
Education
Bachelor of Accounting - Accounting And Finance
Western Governors University
Salt Lake City, UT 12.2025 - 01.2026
Camden County High School
Kingsland, GASkills
- Client relationship management
- Financial analysis
- Billing procedures
- Customer service
- Problem resolution
- Data entry accuracy
- Training development
- Scheduling coordination
- Communication skills
- Deadline oriented
- Training oversight
- Client liaison and advocacy
- Troubleshooting
- Telephone etiquette
- Project management
- Reporting
- Key performance indicators
- Customer retention
- CRM software
- Client onboarding
- Data analytics
- Customer service and support
- Customer satisfaction
- Performance goals
- Client renewals and prospecting
- Client engagement
- User feedback
- Chat platforms
- Client relations
- Schedule management
- Customer relations
- Customer onboarding
- Customer needs assessment
- Customer account management
- Account updates
- Microsoft Excel and Google Sheets
- Salesforce
- Jira
- Epic
References
References available upon request.
Timeline
Bachelor of Accounting - Accounting And Finance
Western Governors University
12.2025 - 01.2026
Client Success Manager and Biller
Vitality IO
07.2023 - Current
Scheduling Coordinator
WakeMed Health
10.2021 - 07.2023
Patient Service Representative and Trainer
Express Scripts
08.2017 - 10.2021
Camden County High School