Tinna Kastrati
Nerang,QLD
Summary
Dependable patient care advisor serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Overview
6
6
years of professional experience
Work History
Patient Service Representative
CDA Clinics
02.2023 - Current
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
- Resolved billing inquiries and disputes in timely fashion.
- Developed and implemented customer service policies and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Engaged with patients to provide critical information.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Delivered support to medical staff in completion of patient paperwork.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Used MedTech and CRM software to schedule appointments.
Pharmacy Assistant
Amcal Pharmacy
01.2021 - 02.2023
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Kept pharmacy counter and related areas clean, neat and organized.
- Received incoming supplies and stocked in correct locations.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Assisted pharmacy staff with preparing medications and filling orders.
- Merchandised over-the-counter goods and rotated stock.
- Counted and labeled prescriptions with correct item and quantity.
- Communicated instructions to patients or caregivers about proper use and storage of drugs.
- Updated computer system with current customer, payment and inventory information.
- Supported operations with filing, copying and faxing.
- Trained new pharmacy staff on computer system and drug management protocols.
- Operated cash register and performed front counter tasks to facilitate daily operations.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
Dispensary Technician
Ramsay Health Care
03.2017 - 01.2021
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Liaised with other pharmacies to eliminate issues related to product expiration.
- Set up and modified patient profiles to include current medications and insurance details.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Counselled customers on medications, appropriate dosage and potential side effects.
- Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.
- Managed opening and closing duties for pharmacy.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Packed Monthly/ Weekly Patient Webster Packs
Education
Certificate III in Community Pharmacy
Pharmacy Guild of Australia
Diploma in Criminology & Criminal Justice
Griffith University
Brisbane, QLD2018
Graduated Year 12
Springfield Central State High School
2015
Skills
- Benefits Explanations
- Office Administration
- Financial Record keeping
- Patient Medical Histories
- Insurance Verification
- Appointment Scheduling
- Organization and Time Management
- Medical Billing
- Improve Patient Care
- Call Transfers
- Spreadsheet Tracking
- Registration Requirements
- Claims Handling and Coverage Verification
- Customer Service
- Reliability and Dedication
- Patient Engagement
References
Julie Inwood
CDA Clinics Manager | CDA Operations
Phone: 0413 446 939
Email: julie@cdaclinics.com.au
Amy Ford
Pharmacy Owner | Amcal Pharmacy
Phone: 0403 982 708
Email: Amyford@gmail.com
Adrienne Feeley
Pharmacy Manager | Ramsay Pharmacy
Phone: 0476 266 869
Email: N/A
Timeline
Patient Service Representative
CDA Clinics
02.2023 - Current
Pharmacy Assistant
Amcal Pharmacy
01.2021 - 02.2023
Dispensary Technician
Ramsay Health Care
03.2017 - 01.2021
Certificate III in Community Pharmacy
Pharmacy Guild of Australia
Diploma in Criminology & Criminal Justice
Griffith University
Graduated Year 12
Springfield Central State High School