KELSEY Smith
Mount Airy
Summary
Dynamic professional with a proven track record in client relationship building and medical recordkeeping, honed across roles at Mission Veterinary Partners and other leading organizations. Excelled in enhancing client retention and streamlining operations, demonstrating exceptional computer proficiency and empathy. Achieved significant improvements in customer service and operational efficiency, leveraging skills in veterinary medical records software and client relations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Services Specialist
Mission Veterinary Partners
08.2023 - 07.2024
- Managed multi-line phone system and pleasantly greeted patients.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
Client Service Representative
Heartland Vet Partners
01.2021 - 07.2023
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Entered data from pet records and office visits into computer system.
Veterinary Receptionist
Surry Animal Hospital
08.2020 - 01.2021
- Triaged incoming patients to determine treatment needs and urgency of care.
- Enhanced client satisfaction by efficiently scheduling appointments and managing patient records.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Retail Store Manager
Mayberry on Main
05.2018 - 01.2020
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
Customer Service Representative
The Mount Airy News
02.2014 - 04.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
No Degree - Medical Office Administration
Surry Community College
Dobson, NCNo Degree - Animal Health And Behavior
Unity Environmental University
01-2027
Skills
- Client relationship building
- Customer relationship management (CRM)
- Medical recordkeeping
- Computer proficiency
- Document and records management
- Veterinary medical records software
- Client relations
- Report preparation
- Medical office administration
- Medical transcription
- Record processing
- Medical billing
Certification
- Medical Terminology Certificate – Various accredited organizations or educational institutions.
- HIPAA Compliance Certification – Supremus Group LLC or equivalent providers.
- OSHA Certified
- Fear Free Certified
Timeline
Client Services Specialist
Mission Veterinary Partners
08.2023 - 07.2024
Client Service Representative
Heartland Vet Partners
01.2021 - 07.2023
Veterinary Receptionist
Surry Animal Hospital
08.2020 - 01.2021
Retail Store Manager
Mayberry on Main
05.2018 - 01.2020
Customer Service Representative
The Mount Airy News
02.2014 - 04.2017
No Degree - Medical Office Administration
Surry Community College
No Degree - Animal Health And Behavior
Unity Environmental University
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