Summary
Overview
Work History
Education
Skills
Reading, gardening, crafting, being outdoors.
Timeline
Generic

Diana Kendall

Caldwell

Summary

I have been a 911 dispatcher, EMT, AED, First Aid, and CPR instructor. I have an excellent work ethic, and strive for a job well done. I have extensive experience in customer service, typing, phone skills, problem solving.

Overview

22
22
years of professional experience

Work History

Caregiver

Private Care
01.2016 - 12.2024
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.

Patient Service Representative

Valley Family Health Care
05.2013 - 10.2015
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Used [Software] to schedule appointments.
  • Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
  • Handled customer service inquiries in person, via telephone and through email.
  • Assisted patients in filling out check-in and payment paperwork.
  • Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
  • Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
  • Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
  • Took copayments and compiled daily financial records.
  • Balanced deposits and credit card payments each day.
  • Built and maintained positive working relationships with patients and staff.
  • Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
  • Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
  • Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
  • Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
  • Streamlined appointment scheduling for increased patient convenience and reduced wait times.
  • Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
  • Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
  • Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
  • Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
  • Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Provided excellent customer service to patients and medical staff.
  • Verified patient insurance eligibility and entered patient information into system.
  • Greeted and assisted patients with check-in procedures.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Engaged with patients to provide critical information.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Resolved customer complaints using established follow-up procedures.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Delivered support to medical staff in completion of patient paperwork.
  • Recommended service improvements to minimize recurring patient issues and complaints.

Ophthalmologist Assistant

Cascade Eye And Skin Centers
05.2003 - 08.2011
  • Streamlined clinic operations with effective inventory management and timely ordering of supplies.
  • Played a key role in the development of patient-focused marketing materials to attract new clients and increase overall clinic revenue.
  • Assisted in surgical procedures, ensuring a sterile environment and proper set-up for smooth operations.
  • Contributed to the success of the practice by providing exceptional customer service to patients both in-person and over the phone.
  • Promoted a safe and welcoming environment for all patients regardless of age, ethnicity, or background through compassionate interaction and communication skills.
  • Provided crucial support during emergency situations involving eye injuries, collaborating with healthcare professionals to ensure proper treatment and care.
  • Achieved consistent accuracy in test results through diligent adherence to established protocols during exams such as visual acuity testing or tonometry measurements.
  • Assisted in the fitting of contact lenses, ensuring optimal comfort and vision for patients while educating them on proper lens care.
  • Demonstrated strong attention to detail when recording patient histories, resulting in comprehensive documentation for ophthalmologist review.
  • Maintained up-to-date knowledge of industry advancements through continuing education courses and training seminars.
  • Enhanced patient care by assisting ophthalmologists in performing diagnostic tests and procedures.
  • Educated patients on eye care routines, leading to increased compliance with prescribed treatment plans.
  • Applied eye medications and drops to dilate pupils in preparation for examinations.
  • Triaged phone calls from patients and outside contacts and handled in order of importance.
  • Performed visual field testing to measure patients' peripheral vision to determine any visual field loss.
  • Measured intraocular pressure using Goldman and Tonopen tonometry process.
  • Explained pre- and post-operative procedures to patients and carefully reviewed surgical plans.
  • Administered visual acuity tests to measure patient ability to see clearly at different distances and identify visual impairments.
  • Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries.
  • Measured and recorded visual acuity and color vision testing.
  • Conducted tonometry testing to measure pressure inside patient's eye to determine presence of glaucoma
  • Conducted Goldman and Humphrey Visual Field Testing as part of overall vision evaluation.
  • Gathered patient histories, took measurements and completed diagnostic tests as part of detailed ophthalmic evaluations.
  • Promoted positive and smooth patient flow throughout facility, encouraging more efficient operations and boosting patient satisfaction.
  • Identified issues during preliminary exam and addressed concerns with physician.
  • Directed patients to exam rooms for initial evaluations and intake to aide physicians with carrying out efficient appointments.
  • Educated patients and relations on ocular health and safety, promoting good eye care.
  • Cleaned or sterilized ophthalmic or surgical instruments.
  • Provided patients with detailed instructions for pre- and post-op care under physician supervision to promote healing and optimal recovery strategies.

Education

GED -

Caldwell High School

Skills

  • Respectful and compassionate
  • Time management
  • Elderly care
  • Problem-solving
  • Dependable and responsible
  • Patient care
  • Daily living assistance
  • Multitasking and organization
  • Personal hygiene assistance
  • Emotional support
  • Strong ethics
  • Relationship building
  • Flexible schedule
  • Verbal and written communication skills
  • First aid and safety
  • Flexible schedule and availability
  • Dementia care
  • Compassionate communication
  • Medical record-keeping
  • Medication and appointment reminders
  • Alzheimer's care
  • Direct patient care
  • Behavioral management
  • Medication management
  • Documentation
  • HIPAA compliance
  • Medication administration
  • Behavior redirection
  • End-of-life care
  • Records management
  • EMR / EHR
  • Reliability and punctuality
  • Compassion and empathy
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Fast learner
  • Attentive to people
  • Clear communication

Reading, gardening, crafting, being outdoors.

I read a lot of Early American History. I love raising a beautiful garden in the spring and summer. Enjoy camping, hiking.

Timeline

Caregiver

Private Care
01.2016 - 12.2024

Patient Service Representative

Valley Family Health Care
05.2013 - 10.2015

Ophthalmologist Assistant

Cascade Eye And Skin Centers
05.2003 - 08.2011

GED -

Caldwell High School

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Diana Kendall