Epic
Alicia Perry
Temple Hills,MD
Summary
Experienced Patient Care Supervisor dedicated to fostering efficient collaboration between care teams and patients. Focus on reaching beneficial resolutions and providing superior support for patients, including insurance coverage, finance options, and documentation requirements. Proficient in scheduling and database management for streamlined communication. Continuously improve engagement strategies and overall service to ensure exceptional care for all.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator Supervisor
VHC Health
01.2021 - Current
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Spearheaded and implemented new projects to expand scope of engagement.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Introduced initiatives based on staff education, infection control audits, safe medication administration and proper wound care to achieve unit and facility goals.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled approximately 150+ patients per week and made reminder calls.
- Answered incoming calls, scheduled appointments and filed medical records.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Exhibited high energy and professionalism when dealing with patients and staff.
- Answer up to 30+ patient phone calls a day utilizing switchboard phone service and route calls to appropriate staff.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Collected, arranged, and input information into database system
- Access the Call Sweet Database.
- Export the call logs for the month.
- Ensure calls are compliant with patient privacy regulations (e.g., HIPAA).
- Summarize the overall performance of patient call handling for the month and outline next steps to enhance service quality.
- Monthly audits
Patient Care Representative
Virginia Hospital Center
01.2021 - 11.2021
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Resolved customer complaints using established follow-up procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
PATIENT CARE TECHNICIAN
Davita
10.2019 - 01.2021
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs
- Assist the needs of 4 physicians in the operation of medical equipment or provision of patient care.
- Communicate with patients to ascertain feelings or need for assistance or social and emotional support
- Document or otherwise report observations of patient behavior, complaints, or physical symptoms to physicians.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Transport patients to treatment units, testing units, operating rooms, or other areas, using wheelchairs, stretchers, or moveable beds
- Lift or assist others to lift patients to move them on or off beds, examination tables, surgical tables, or stretchers
- Spend the majority of the day in direct one-on-one patient care to provide safe, comfortable and hygienic dialysis treatments
- Monitor patients before, during and after dialysis treatment including measuring and recording stats, patient observations, and hemodialysis machine setup
- Measuring, calculating and adjusting blood flow and fluid removal rates
- Responding appropriately to dialysis-related emergencies.
- Set up and operated dialysis machines for patients receiving treatment for kidney failure.
- Performed routine quality control and safety checks on all equipment.
- Prepared dialysate and priming dialyzer with saline or heparinized solutions.
- Triaged patients in office or by phone to assess severity of conditions.
- Participated in hospital and clinic staff meetings to discuss patient care.
- Called patients post-procedure to inquire about status, recovery and questions.
Dispatch Security Officer
MGM National Harbor
11.2016 - 03.2020
- Provide excellent guest service to guests and employees
- Resolves complaints and issues involving both guests and employees
- CPR/AED Certified
- Monitor alarm system and surveillance cameras
- Act as a First Responder in emergency medical situations
- Relay important information, messages and/or emergencies to or from appropriate personnel using telephones or two-way radios.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Leveraged two-way radio or telephone to dispatch security officers or other personnel throughout the building.
- Operated multi-line telephone system, prioritized emergency phone calls and initiated appropriate action based on incident type and importance.
- Investigated suspicious activities and persons to maintain security of premises.
- Wrote detailed reports of all security breaches and investigations.
- Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
- Answered up to 30+ calls per day to execute service or requests for emergency and routine assistance.
Sales Floor Lead
Target
03.2016 - 11.2016
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Solicit sales of new or additional services or products
- Assist guest in returns, exchanges, mobile orders and baby registries.
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Performed cash, card, and check transactions to complete customer purchases.
Office Assistant Intern
Georgetown University Hospital
03.2014 - 05.2014
- Utilized switchboard Telephones
- Schedule Meetings utilizing MS Excel
- Residency projects
- Five part filing system for Faculty
- Developed correspondence letters, memos, and emails.
- Customer Service
- Assisted with Anesthesia Records in various areas of hospital.
- Researched subjects at behest of staff to develop information and collate data.
- Answered incoming phone calls and transferred to staff members or provided requested information.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Informed and supported business leaders through consistent communication and administrative support duties.
Education
Associate of Applied Science - Radiography
Northern Virginia Community College
Alexandria, VA05-2026
Skills
- Microsoft Office
- Excellent communication skills
- Electronic medical records
- Switchboard Telephone
- Teamwork
- Stress Management
- New Hire Training
- Insurance Verification
- Billing statement processing
- Administrative supervision
- Appointment Scheduling
- Payment Collection
- Complaint resolution
Accomplishments
- Developed a new program to enhance patient experience, resulting in a 3% quarterly reduction in patient complaints and significant improvements in weekly Patient Experience, HCAHPS comments, and MD target reports.
- Successfully completed all leadership development courses.
- Streamlined care processes to eliminate bottlenecks, enhancing patient satisfaction and supporting quality assurance initiatives.
Certification
- Certified Nursing Assistant
- Dialysis Technician
- CPR/First AID
References
References available upon request
Software
Microsoft Excel
Microsoft Outlook
Timeline
Patient Care Coordinator Supervisor
VHC Health
01.2021 - Current
Patient Care Representative
Virginia Hospital Center
01.2021 - 11.2021
PATIENT CARE TECHNICIAN
Davita
10.2019 - 01.2021
Dispatch Security Officer
MGM National Harbor
11.2016 - 03.2020
Sales Floor Lead
Target
03.2016 - 11.2016
Office Assistant Intern
Georgetown University Hospital
03.2014 - 05.2014
- Certified Nursing Assistant
- Dialysis Technician
- CPR/First AID
Associate of Applied Science - Radiography
Northern Virginia Community College
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