Enthusiastic Healthcare Professional with more than 8 years of experience in customer service, office operations, healthcare, and creating schedules. Achieved a Bachelor's Degree specialized in Healthcare Leadership and Management from National Louis University. Knowledgeable in Microsoft Products such as Excel, Word, and Outlook. Seeking a new opportunity where I can utilize my years of experience in Customer Service and Medical Background to achieve a leadership role within Healthcare.
Skills
Care planning
Patient education
Intake and discharge
Administrative support
Staff supervision
Schedule management
Healthcare delivery
Records maintenance
Staff Development and precepting
Broad medical terminology knowledge
Experienced with insurance verification, medical records and medical terminology
Managed Care System
Experience
Care Coordinator, 12/2019 - Current Spectrum Health Systems, Inc. – Pittsfield, MA,
Communicated with primary care physicians or emergency care providers to relay patient needs.
Coordinated with healthcare team to establish, enact and evaluate patient care plans.
Scheduled patients according to availability, urgency and insurance authorization guidelines.
Verified documents and associated records to catch and resolve discrepancies.
Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
Helped patients navigate healthcare system and care options by educating on relevant subject areas and answering questions throughout treatment process.
Escalated identified risk issues, challenges and trends to senior management and delivered risk-related documents for audit and regulatory exams.
Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.
Addressed, documented, and responded to incoming and outgoing calls and correspondence.
Certified Nursing Assistant, 12/2018 - 06/2019 Witham Health Services – Indianapolis, IN,
Supported patients with daily hygiene requirements such as bathing and grooming Protected patients, families and staff from infection by cleaning and sanitizing rooms and equipment.
Responded to patient alarms and requests to assess needs and obtain necessary care for medical and personal concerns.
Assessed vitals and noted all medical information to report changes to nursing staff and physicians.
Worked with physicians and nursing team members to support diagnostic procedures by obtaining specimens, collecting vitals and maximizing patient comfort.
Delivered outstanding care based on physical, psychological, educational, and emotional needs of the patient.
Collected information about special dietary requirements, assessed meals, documented intake and assisted with feeding to promote proper patient nutrition.
Patient Access Specialist and Administrative Assistant, 02/2017 - 06/2018 Cubic Corporation – Home, IN,
Acquired insurance authorizations for procedures and tests ordered by the attending physician.
Scheduled surgeries and procedures in conjunction with Surgical Coordinator.
Prepared prescription refill requests on behalf of the physician Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
Remained up-to-date with all insurance requirements, including the details of patient financial responsibilities, fee-for-service and managed care plans.
Ensured proper entry and processing of patient prescriptions in company system.
Managed daily office operations and maintenance of sterile equipment for a 30-bed hospital unit.
Coordinated all department functions for a clinical unit Coordinated admission and discharge processes and prepared medical records and agreement packets.
Administered customer service by answering phones, responding to questions and requests, facilitating internal communications and overseeing reception.
Organized, updated and maintained patient charts Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
Customer Service Team Lead, 10/2014 - 06/2016 CVS Pharmacy – City, STATE,
Answered customers' questions and addressed problems.
Provided friendly customer service at prescription drop-off and pick-up counters.
Verified patient data and billing information.
Promptly referred all doctors' calls and customers' medical questions to the pharmacist on duty.
Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
Calculated pricing, scanned tags, applied discounts, collected payment and offered receipts to process transactions.
Achieved high customer satisfaction scores by de-escalating complaints quickly.
Immediately escalated issues to correct individuals when typical procedures did not achieve resolution.
Education and Training
Associate of Arts: Liberal Studies, Expected in 05/2017 - Malcom X College - Chicago, IL, GPA:
Bachelor of Science: Healthcare Leadership, Expected in 04/2020 - National Louis University - Chicago, IL, GPA:
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School Attended
Malcom X College
National Louis University
Job Titles Held:
Care Coordinator
Certified Nursing Assistant
Patient Access Specialist and Administrative Assistant
