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Summary
Driven and compassionate licensed healthcare professional with 6+ years hands-on experience in skilled nursing facility, hospice, outpatient, and hospital environments. Current education in Healthcare Administration and Licensed Physical Therapy Assistant. Accountable and responsible with a strong focus on patient wellness.
Empathetic Healthcare Coordinator serving patients by providing access to high-quality care. Tailors assistance in accordance with each patient's specific needs and requirements. Escalates issues of increased complexity to resolve urgent patient concerns and accurately document and enter data using various systems. Follow-up with patients to identify growth opportunities.
Previous customer service representative 4+ years of experience as dedicated Customer Service Representative providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Skills
HIPAA requirements
Heavy caseloads
Therapeutic equipment
Progress reports
Body mechanics
Confidential information
Conditioning
Range of motion exercise
Schedule mastery
Adaptive team player
Microsoft Office expertise
Inbound and Outbound Calling
Courteous demeanor
Retail sales customer service
Customer relations
Problem-solving abilities
In-store support
High-energy attitude
Clerical/Administrative Support
Acute and rehabilitative care
Patient safety
Healthcare delivery
Reliable and trustworthy
Clerical support
Member support
Document coordination
Experience
10/2022 to CurrentCare CoordinatorCleveland Clinic | Niles, OH,
Manage and lead healthcare projects by providing concierge services to members for various support.
Maintained records management system to process personnel information and produce reports.
Finding in home support, living facilities, navigating insurance, etc.
01/2022 to 10/2022Expert Medical Services Coordinator Cleveland Clinic | , ,
Provide exceptional service to members, represent Teladoc/Livongo and our services in a professional, member-centric manner
Takes inbound calls daily via the Member-Service queues to ensure timely response to member requests for services.
Gather information to determine member eligibility and appropriate course of action
Communicates daily with members, clients, and management by telephone.
Ability to navigate multiple internal systems to support initiation of services for Teladoc/Livongo.
Demonstrate empathy and actively listen to members
Extract relevant information from our Members for expedient service
Document key information clearly and concisely for every call
Using internal database, search for Experts based upon member needs
Ensure the highest quality and timeliness for all service initiation
Ensure HIPAA compliance for all departmental filing and ensures task is completed in a timely manner
Complies with all applicable compliance regulations (i.e., HIPAA)
Consider tasks for improved efficiency and provide management with process improvement recommendation.
Helps members with registration, supply order, troubleshooting, Identify network issues, and escalating inquiries to eligibility team.
02/2013 to 03/2020Physical Therapy Assistant/ Assist Director RehabNordson Corporation | Elk Grove Village, IL,
Work as part of a team to provide physical therapy services to residents in behavioral healthcare facility/clinic.
Implement selected components of patient treatment, obtain data related to the interventions provided, and make modifications in selected interventions to progress the patient as directed by the physical therapist and to ensure patient safety and comfort.
Assist the physical therapist in the treatment of behavioral elderly individuals who have medical problems, behavioral disturbances, and other health related conditions that limit their abilities to move and perform functional activities in their daily lives.
Retrieval of Electronic Medical records for purposes of treatment plan based on diagnosis and tests.
Administered simple range of motion exercises.
Recorded detailed prognosis, treatment, responses and progress notes in patient charts.
Instructed patients on proper hygiene, nutrition, exercise, lifestyle changes and ergonomic factors in daily activities.
Answered patient questions promptly through email, phone and in person.
Checked calendars and scheduled patient appointments to minimize wait times.
Traveled to patient homes for therapeutic treatments after surgery.\7
Traveled to patient homes for therapeutic treatments after surgery.
Observed patients during treatments to compile and evaluate data on responses and progress, providing results to physical therapists.
Helped patients with removing or applying assistive braces, splints or slings.
Transported patients between examination, treatment and exercise areas following proper safety techniques.
Documented patient progress, treatments, and data in charts.
Entered data daily into various electronic systems to document patient progress.
02/2013 to 02/2016Physical Therapist AssistantLowe's | City, STATE,
Works as part of a rehab team to provide therapy services for babies, teens, adults, and geriatrics.
Treat patients with Cerebral Palsy (pediatrics), strength impairments, geriatrics, Cerebral Vascular accidents, spinal cord injuries, Autism, Dementia, TBIs, and others with different ailments (including back, shoulder, knee, ankle and hip pain).
Studied treatment plans and adjusted exercises periodically to maximize benefits.
Recorded detailed prognosis, treatment, responses and progress notes in patient charts.
Contributed to patient care plan development and monitoring in outpatient setting.
02/2010 to 08/2013Physical Therapy Lead Aide/ Patient ServicesCompany Name | City, State,
Responsible for scheduling rehab aides to assigned therapists, effectively cleaning and organizing treatment areas for new and existing patients, follow-up with patient progress and success stories.
Observed and instructed patients on proper form during treatment sessions.
Entered data for insurance purposes for continued therapy services.
Ensured patients security onto therapy equipment; assisted in the implementation of treatment plans for patients.
Maintained office and therapy equipment by cleaning and making minor repairs.
Worked as part of team to execute proper care of body mechanics and safety of patient.
Instructed patients with home care exercises to promote patient ROM and overall health.
Trained patients on how to safely and effectively use pulleys, weights and inclined surfaces.
06/2008 to 06/2013Customer Service RepresentativeCompany Name | City, State,
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