Randall Krohn

Leadership & Staff Development

• Supervised a team of front desk associates, conducting bi-weekly one-on-one meetings to provide support, address concerns, and ensure alignment with clinic policies and performance goals.
• Trained and mentored new front desk staff on office protocols, EMR systems, and customer service best practices.
• Provided regional support by traveling to clinics across the Midwest to deliver staff training and assist with front desk coverage as needed.
• Acted as the primary point of contact for front desk and clinical staff company-wide, offering guidance and resolving front desk operational issues.

Administrative & Billing Operations

• Managed unpaid invoices across all clinic locations by generating and distributing clinic-specific spreadsheets; provided regular feedback to staff and processed account cancellations weekly.
• Processed itemized receipts accurately and efficiently upon request, ensuring billing compliance.
• Reconciled daily financial transactions, balanced cash drawers, and maintained accurate financial records.
• Generated and processed shipping labels to facilitate medication delivery to patients and return of cash, checks, and mail to the corporate office.
• Created standardized documentation templates to improve workflow accuracy and reduce errors.
• Collaborated with the billing department to resolve insurance discrepancies and support accurate claims submission.
• Ensured compliance with legal and regulatory guidelines in processing and releasing medical records to authorized parties.

Patient Services & Office Coordination

• Managed patient check-in/check-out processes, verifying insurance and demographic data with accuracy.
• Scheduled and coordinated patient appointments to optimize provider availability and minimize wait times.
• Maintained and updated Electronic Medical Records (EMR/EHR) in compliance with HIPAA standards.
• Delivered high-quality customer service by addressing patient inquiries and resolving issues promptly.
• Served as a liaison between patients and medical staff, providing information on services and insurance coverage.
• Handled incoming phone calls and correspondence professionally, routing as needed.
• Provided administrative support to physicians and staff, including document preparation, scheduling, and records management.
• Responded to medical record requests in accordance with HIPAA and internal policies.

Operational Support & Process Improvement

• Participated in quality improvement initiatives and staff meetings to enhance clinic operations and patient satisfaction.
• Supported EHR system integration, improving clinical workflow and record accuracy.
• Actively contributed to the development and implementation of new office policies and procedures.
• Maintained a clean, organized, and welcoming front office environment to ensure a positive patient experience.
• Demonstrated strong problem-solving and conflict resolution skills in a fast-paced healthcare setting.

• Greeted and checked in patients, establishing the purpose of their visits and ensuring a smooth arrival experience.
• Accurately prepared patient identification bands and completed necessary admission paperwork to ensure a seamless check-in process.
• Managed patient pre-admission, admission, transfer, and discharge activities, ensuring all necessary information was collected and documented.
• Collected and validated patient demographics, insurance details, and financial responsibility forms, ensuring compliance with healthcare regulations.
• Secured patient or guardian signatures for financial responsibility and treatment consent forms.
• Collaborated with nursing staff to resolve patient concerns, enhance operational efficiency, and deliver outstanding customer service.
• Utilized Epic software to schedule appointments, ensuring timely and accurate bookings.
• Managed incoming calls, addressed inquiries, and efficiently redirected patients to appropriate departments.
• Took detailed messages and entered encounter notes for follow-up calls, ensuring timely and appropriate responses.

• Delivered high-quality customer service by actively listening to concerns, addressing inquiries, and providing solutions regarding life insurance products and services.
• Managed a high-volume of 60-70 inbound calls per day, assisting both agents and customers with policy-related inquiries, changes, and payment processing.
• Certified to handle escalated customer calls, effectively resolving conflicts and de-escalating challenging situations with a calm and professional approach.
• Supported internal operations by covering the Help Desk, offering guidance and timely solutions to fellow team members for complex customer inquiries.
• Led and facilitated training sessions for new and existing team members, utilizing PowerPoint and other tools to present key concepts and improve department efficiency.