Team Lead Call Center at Mercy Medical Center (2024-10 – Present)
Answers multi-line phone system and accurately and professionally directs and assists callers, schedules appointments and takes accurate and thorough messages for the appropriate provider following office protocols. The Lead Phone Operator also has a supervisory role when the Call Center Supervisor is not able to attend to the immediate needs of any phone operator.
Practice Coordinator at University of Maryland St. Joseph Medical Center (2024-06 – 2024-10)
- Assists in patient care coordination such as scheduling of appointments for practice visits and treatment in accordance with the physicians' schedules while adhering to practice and UMMS policies and procedures.
- Schedules outpatient tests and procedures as required.
- Patient registration responsibilities such as entering and verification of patient demographics and insurance information. Obtaining appropriate referrals and authorizations as needed. Accurately documenting of such within the EMR system.
- Creating, preparing, and coordination of outgoing referrals.
- Ability to multitask within a fast-paced environment while maintaining professionalism, flexibility, and an organized work environment.
- Review and reconciliation of EMR work queues to determine the need for a new referral or authorization needs prior to patient arrival
- Acts as a liaison between practice and CBO for any issues related to revenue cycle or patient work queues. Any urgent issues shall be escalated appropriately.
- Leads and participates in quality improvement initiatives, practice projects, and department meeting.
- Create, maintain, and update provider clinical master templates in EMR.
- EMR Super User.
Medical Office Coordinator II at Johns Hopkins Bayview Medical Center (2023-05 – 2024-05)
- Complete the check-in and check-out process for patients arriving/completing OB Ultrasound appointments at Bayview Medical Center.
- Complete appointment audits for appointments scheduled in the future to ensure all compliance standards have been met. This includes confirming (and coordinating if needed)
- Complete weekly appointment reviews for the High-Risk OB clinic to ensure insurance enrollment.
- Create and maintain a tracking system for OB patients seen at Yard 56 to ensure insurance enrollment and other financial assistance as needed. Including Patient Lists housed within Epic for tracking patients.
- Collaborate with Yard 56 financial support staff to ensure patients have been contacted and are in process for any financial assistance programs they may qualify for.
- Schedule postpartum appointments for patients who have delivered before discharge.
Sr Patient Access Representative III at Johns Hopkins Health System (2021-05 – 2023-05)
- Assist patients with inbound/outbound calls, and emails, with scheduling appointments for various departments.
- Assisted assigned reps with coaching, where applicable. Hosted weekly huddles for home department for Gynecological and Obstetrics. Assisted with department hiring and training of new employees.
- Cross-trained in other departments such as Urology and Plastic Reconstruction Surgery for appointment.
National Account Representative at OTIS (2017-08 – 2020-04)
- Assisted National clients with their maintenance and service invoices for the ADA equipment. Such as elevators, walkways, escalators, Hoyer lifts etc.
- Scheduled technicians for preventive maintenance and service calls.
- Processed completed invoices and new contracts to begin services.
- Remotely programmed elevator ADA entrapment phones.
FMLA/STD Claims Coordinator at MetLife (2015-11 – 2017-07)
Provide customer service in handling inbound calls related to Short-Term Disability / FMLA / LTD leaves
- Handle intake calls for FMLA claims and leaves.
- Determine eligibility for FMLA and other leaves during intake call.
- Promptly review new FMLA and Company Leave (Bereavement, Jury Duty, Etc.) notices and act upon them within documented timeline standards.
- Complete eligibility decisions during intake.
- Gather pertinent data when necessary from employee or other supporting systems.
- Identify and evaluate leave specifics and make initial case decisions - approve or deny.
- Perform leave follow-ups as required with employee, employer or healthcare provider. This may include recertification of a serious health condition, intermittent claim tracking, confirmation of actual return- to-work, etc.
- Perform standard communication (phone calls, emails, and letters) to appropriate parties throughout the duration of the leave.
- Consistently updates FML and Leave applications to accurately reflect leave status and ensure that appropriate diary documentation exists.
- Respond to employee and employer inquiries regarding the status or availability of FML and Company leave.
