Alexis "Lexie" Lacey

Surgery Referral Coordinator duties:

• Provide excellent customer service for all clients from initial inquiry to discharges and including but not limited to recheck post-surgery.
• Provide peers with guidance, comfort, and support.

As a Referral Coordinator I ensured effective, client focused, management of all referrals for the assigned surgery department. As a Veterinary Referral Coordinator, I served as the primary point of contact for referred clients managing their referral from originating appointments through close of case.

As a BluePearl Surgery Referral Coordinator, I performed the following:

• Scheduled new appointments for the assigned two board certified surgeons ensuring DVM(s) have a record of new appointments.
• Resolved any case-related concerns prior to appointment.
• Maintain assigned Surgery service emails and follow up with departmental email triage procedures.
• Gathered pertinent information to ensure the client understands financial obligations.
• Acted as a primary point of contact for clients and potential clients in the surgery department.
• Performed post-procedural and post-surgical phone calls to follow up with clients.

Receive, process and fill prescription requests, with DVM approval, for the surgery service

• Work with primary DVMs regarding requests and routine questions.
• Provide primary care DVMs bloodwork/test results to keep them informed regarding referred clients.
• Ensure necessary communication regarding treatment and make sure that it is provided timely and documented appropriately.
• Provide support to clinical staff to facilitate the administrative components of clinical referrals for various services.
• Provided thorough descriptions of discharges post-surgery and verbally prepare what the healing process after surgery and recovery at home would look like.

ER/ICU PCC (Patient Care Coordinator) Duties:

As a Patient Care Coordinator, I was the liaison between the front and back of the hospital by facilitating client/patient flow between the waiting room, exam rooms, CSR staff, and clinical staff, triaging medical phone calls, coordinating client/doctor communication, and performing ER visit follow-up calls.

As the Patient Care Coordinator, I preformed the following:

• Monitored the waiting/exam room clients; assisted with refreshments/marketing materials; updated clients on wait time/patient status
• Maintained open communication with the doctor and technical staff to minimize wait times and maximize patient flow regarding long wait times
• Coordinated patient flow between multiple specialties
• Managed Cornerstone hospital census
• Facilitated discharge appointments for all services
• Performed patient discharges in coordination with the medical team
• Managed patient discharge/visit board and exam rooms; ensured comfortable and timely visits & discharges
• Checked ER doctor message bin and triage messages for doctors; facilitated solutions for clients
• Received and addressed patient care telephone calls from the public
• Called previous day's ER clients for follow-up feedback
• Assisted ER/ICU with additional duties as needed
• Entered and double-checked charges by cross referencing treatment sheets for all ICU patients and Outpatients
• Communicated effectively and efficiently with next PCC on staff, and all other departments
• Assisted with tech calls when clients called the hospital

• Collaborated with Medical Directors and Hospital Leadership to ensure exceptional medical outcomes for a staff of 50 +. I have directly supervised floor supervisors and support staff, building a team culture centered on pride, recognition, support, mentorship, and unity. Interviewed, and hired for the department, meeting staffing goals. Oversaw the department staff scheduling in coordination with doctor schedules. Worked on driving continuous improvements in service performance, including staff engagement, client satisfaction, medical outcomes, retention, financial efficiency, and regulatory compliance. Conducted performance development plans. Addressed patient care complaints in collaboration with the Hospital Leadership Team. Ensured compliance with federal and state laws, regulations, and requirements. Met budgetary goals for departmental services. Represented the department among the management team, fostering service integration and collaboration. Created and revised protocols and policies in conjunction with the management and leadership teams. Facilitated ongoing growth, training, advancement, and career development for all support staff.

• Tracked payment information and prepared monthly Education of outstanding balances. Maintained office records including patient assessments and invoicing. Arranged external consultations for additional animal care as necessary. Answered office phone calls and responded to emails. Communicated with pet owners and pet care professionals. Developed staff protocols for office management. Hired training and mentored office staff. Managed cases and coordinated care efforts with veterinarians on staff. Created and implemented protocols for the hospital and trained csr department to provide white glove service. Managed staff handled call outs. Created coordinator positions for specialty department including but not limited to training. Conducted 1:1 with staff, manager meetings, lead meetings. Worked effectively with other manager positions, CFO and medical director to implement success for the hospital. Worked with other specialty departments, coordinators in hospital and off site. Co-created a training program with another assistant manager and employee appreciation events.

• Managed a veterinary practice (general practice). Managed and audited our p&l (profit and loss). Managed a staff of 15 and including 2 DVM's. Made sure that daily tasks were completed and seamlessly completed. Cross - trained the entire staff and mentored employees in further educations assisted in having two employees join the RVT program through penn foster. Main point of contact for renovating the entire hospital, completed the renovations for the entire building/hospital. Set up monthly CE’s for the entire staff including but not limited to registered staff. Monitored licenses for support staff and DVM's. Conducted morning huddles to make sure the staff was aware of the daily flow. Conducted 1:1 and staff/hospital improvement plan. Quarterly CS audit, and inventory.

• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction. Answered numerous calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information. Effective liaison between customers and internal departments. Improved overall efficiency by anticipating needs and providing outstanding support. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals. Enhanced productivity levels by anticipating needs and delivering outstanding support. Educated customers about billing, payment processing and support policies and procedures. Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge. Being able to properly triage from a phone call and working with local emergency hospitals to gather proper resolution with animal in mind, while keeping the client calm. Work in a very active hospital, worked with 5 DVM's to make an effective daily flow.