Hannah Pulley

Handled 150 inbound and outbound patient calls per day, scheduling appointments, answering questions, and routing urgent concerns while maintaining accurate documentation and HIPAA compliance in the EHR. Processed 50 to 100 medical records requests per week, including release of information and chart-related documentation, while maintaining accuracy, confidentiality, and efficient departmental workflow. Cross-trained in all areas of the Medical Records department, including document processing, chart management, release of information, EHR systems, and prior authorizations; served as a key cross-functional resource to support high-priority tasks and maintain operational continuity.

Medical Records Clerk, Patient Communications Specialist - Cedar Point Health - Montrose, CO

(2021-07)

• Handled 150 inbound and outbound patient calls per day, scheduling appointments, answering questions, and routing urgent concerns while maintaining accurate documentation and HIPAA compliance in the EHR.
• Processed 50 to 100 medical records requests per week, including release of information and chart-related documentation, while maintaining accuracy, confidentiality, and efficient departmental workflow.
• Cross-trained in all areas of the Medical Records department, including document processing, chart management, release of information, EHR systems, and prior authorizations; served as a key cross-functional resource to support high-priority tasks and maintain operational continuity.
• Developed standardized staff scripting and workflow guidance that improved consistency in patient communication, reduced confusion in complex situations, and streamlined internal processes for staff and patients.
• Proactively built and launched a document naming and classification framework for charted document types, standardizing records processes across all departments, 3 locations, and 22 providers.

Inbound Customer Service Representative - Startek - Grand Junction, CO

(2019-05 - 2020-08)

• Handled 100+ inbound calls daily in a high-volume healthcare call center, assisting patients with medication orders, delivery status, and time-sensitive service questions.
• Resolved patient concerns with professionalism and empathy, de-escalating issues related to medication timing, insurance authorization, and order fulfillment.
• Coordinated with insurance providers through online portals and phone support to help secure medication approvals and minimize delays in patient access to treatment.
• Used multi-line phone systems and scheduling and insurance platforms to manage patient requests, document account updates, and provide accurate information in a fast-paced environment

CNA (Certified Nursing Assistant) - PASCO/SW Home Health

(2017-10 - 2019-05)

• Provided compassionate in-home care by supporting daily living activities, ensuring patient safety, and communicating observed physical or emotional changes to the supervising nurse.
• Completed accurate end-of-shift documentation for multiple patients, tracking vital signs, care provided, and changes in condition, and promptly reporting urgent concerns to nurses and supervisors.

Bachelor of Arts - History - Colorado Mesa University (2026-05)