Lisa D MacDougall
Renton,WA
Summary
Organized, Empathetic, and Analytical Patient Access Representative with 4 years' experience within a healthcare setting. Coordinating communication between patients and medical staff, while maintaining up to date knowledge of policies and procedures.
Overview
7
7
years of professional experience
Work History
Patient Access Representative/Business Office/Member Service Representative
Kaiser Foundation Health Plan of WA & Insight Global
10.2020 - Current
- Inbound calls and data entry regarding benefits, enrollment, referrals, billing (Epic Tapestry), claims, & web support
- Providing feedback, training and education to staff members regarding correct procedures and policies
- Use of Epic (Cadence) along with other patient scheduling and accounting systems
- Knowledge of delivery system business operations processes, including appointing, account intake & verification, referral processing and data entry
- Customer service skills, the ability to effectively communicate with a diverse customer base
- Strong organizational skills
Customer Service Representative III
SMS Assist
01.2020 - 10.2020
- Provides a positive, high quality, customer service experience for residents
- Inbound call center environment processing 60-80 calls on average
- Processing maintenance requests for new repairs and inquiries on existing work orders
- Properly documenting data entry along with classifying maintenance work orders to ensure proper dispatch to the appropriate vendor within rapid timeframes
- Adhering to quality assurance standards, & operational processing
Real Estate Market Researcher
Yardi Systems, Inc
04.2019 - 01.2020
- Outbound calls gathering accurate information for data entry
- Knowledge of Yardi Matrix procedures and definitions for all commercial asset classes
- Internet researching to identify potential call leads, for possible targeted information, while maintaining organization of information received
Call Center Agent
Invitation Homes
11.2017 - 03.2019
- Detailing accurate documentation on all call activity, while assisting with any inquiries or issues
- Qualifying each lead and successfully scheduling appointments for home tours
- Serving quality customer service to prospective residents and vendors
Skills
- Epic Cadence & Tapestry
- Data Entry
- SharePoint
- Microsoft Office & Word
- HIPAA Compliance
- Insurance Verification
- Patient Registration
- Customer Service
Accomplishments
- Extraordinary Achievement Award, Kaiser Foundation Health Plan of WA, Recognizes for 'Ask about and listen to what matters' (Know Me) and 'Anticipate needs and offer help' (Guide Me). Continues to be a positive example of KP Culture by helping new employees feel seen and supported. Regularly works to implement improvements to the many transitional periods that our new hires go through.
- Quality Assurance Top Performer, Invitation Homes
Awards
Extraordinary Achievement Award – Kaiser Foundation Health Plan of WA
Recognized for “Ask about and listen to what matters” (Know Me) and
“Anticipate needs and offer help” (Guide Me).
“Continues to be a positive example of KP Culture by helping new
employees feel seen and supported. Regularly works to implement
improvements to the many transitional periods that our new hires go
through.”
Quality Assurance Top Performer – Invitations Homes
Timeline
Patient Access Representative/Business Office/Member Service Representative
Kaiser Foundation Health Plan of WA & Insight Global
10.2020 - Current
Customer Service Representative III
SMS Assist
01.2020 - 10.2020
Real Estate Market Researcher
Yardi Systems, Inc
04.2019 - 01.2020
Call Center Agent
Invitation Homes
11.2017 - 03.2019
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