Aleshia King
Owings Mills,MD
Summary
Experienced and dedicated Scheduling Coordinator skilled in efficiently managing high call volumes and ensuring accurate patient appointment scheduling. Possesses extensive knowledge of Medicaid policies, effectively navigating complex regulations to provide optimal patient care. Successfully led a team of Medicaid Eligibility Specialists as a leader, ensuring compliance with all guidelines and fostering a culture of performance excellence.
Overview
16
16
years of professional experience
Work History
Patient Scheduling Coordinator
Total Healthcare
10.2024 - Current
- Efficiently managed over 100 calls per day with a friendly attitude.
- Scheduled patient appointments with precision while adhering to provider availability and clinic protocols.
- Ensured accuracy of patient information within appointment system.
- Respond promptly to inquiries regarding appointment availability, rescheduling, and cancellations
- Collaborate with medical staff to optimize scheduling and address patient needs
- Explained clinic policies, procedures, and services.
- Handle sensitive patient information with confidentiality and adhere to HIPAA regulations
- Identify and resolve scheduling conflicts or delays efficiently
Medicaid Call Center Team Lead
Maximus
09.2021 - 07.2024
- Oversaw operations of a 15-agent team in the Maryland Health Benefit Exchange Program.
- Guaranteed adherence to guidelines through MAGI and Adult Medicaid policy review.
- Oversaw calls and daily trackers to maintain adherence to call center policy.
- Led weekly team meetings, provided updates, and conducted refresher training sessions
- Handled escalated cases, deescalated consumer complaints, and ensured proper case escalation
- Analyzed call trends to identify areas for improvement and develop strategies for resolving customer issues efficiently
Client Intake Specialist
Saiontz and Kirk Law, US
01.2015 - 01.2020
- Ensured meticulous maintenance of client data.
- Responded to customer calls, providing information regarding consultations.
- Transferred client queries to suitable departments, facilitating prompt action.
Customer Service Representative
Stanley Security Solutions, US
01.2009 - 12.2015
- Monitored and advised on alarm systems for commercial, residential, and municipal accounts.
- Used a multi-line phone system to route calls and answer inquiries
- Handled office administrative duties, ensuring smooth operations
Education
High School -
Lake Clifton High School
06.2005
Skills
- Administrative Duties
- Call Center Operations
- Communication Skills
- Escalation Handling
- Medicaid Policy Knowledge
- Medicaid Program Knowledge
- Medicaid Eligibility Determination
- Performance Assessment
- Motivational Leadership
- Effective Team Leadership
- Supervisory Skills
- Refresher Training
- Performance Management
- Salesforce
- Healthcare Industry Knowledge
- Patient
- Data entry proficiency
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Healthcare industry
- HIPAA compliance
- Schedule management
Accomplishments
- Enhanced Team Performance: Managed15 agents under Maryland Health Benefit Exchange Program, significantly improving adherence to Medicaid policy and eligibility criteria. Demonstrated strategic and supportive leadership.
- Improved Client Relations: Maintained and built client relationships at Saiontz and Kirk Law, enhancing client satisfaction and retention. Exhibited empathetic and excellent communication skills.
Timeline
Patient Scheduling Coordinator
Total Healthcare
10.2024 - Current
Medicaid Call Center Team Lead
Maximus
09.2021 - 07.2024
Client Intake Specialist
Saiontz and Kirk Law, US
01.2015 - 01.2020
Customer Service Representative
Stanley Security Solutions, US
01.2009 - 12.2015
High School -
Lake Clifton High School