Angela Franklin
7017 Boxborough Cove,Memphis TN
Summary
Results-driven healthcare professional with years of experience in patient access, referrals, regulatory coordination, and front office operations. Proven leader skilled in staff training, workflow coordination, and ensuring compliance with healthcare regulations. Demonstrated ability to improve efficiency, support team performance, and deliver high-quality patient service in fast-paced medical environments.
Overview
10
10
years of professional experience
Work History
Regulatory Coordinator
Baptist Memorial Hospital
6141 Walnut Grove Road
09.2025 - Current
- Ensure compliance with health regulations, policies. and internal procedures
- Maintain and review documentation to meet regulatory and audit requirements
- Coordinates regulatory submissions and maintained compliance with federal and state regulations.
- Conduct audits of regulatory documents, ensuring thoroughness and alignment with industry standards.
- Collaborate with leadership to implement updated policies and regulatory changes
- Provide guidance to staff on compliance-related questions and procedures
Lead-Physician Referral Representative
Baptist Medical Center
1458 W Poplar Avenue
08.2022 - 09.2025
- Develop strong rapport with colleagues and staff members, promoting teamwork within the workplace environment.
- Conduct interviews with participants to assess eligibility.
- Trained and onboarded new employees, providing ongoing support and performance guidance
- Coordinated daily workflow to ensure efficient referral processing and patient scheduling
- Collaborated with clinical staff and providers and providers to improve patient care coordination
- Increased client referrals through excellent communication skills and professional demeanor.
- Handled escalated patient concerns and ensured timely resolution
Physician Referral Representative
Baptist Medical Center
Memphis, TN
11.2021 - 08.2022
- Managed patient scheduling for mammogram and Dexa appointments with accuracy and efficiency
- Verified insurance eligibility and benefits to ensure proper coverage
- Collected, recorded and maintained patient medical history, reports and examination results.
- Responded to patient inquiries and provided clear instructions for appointments
- Contributed to improve patient satisfaction through strong communication and service
Call Center Representative
Orthosouth
Memphis, TN
09.2019 - 10.2021
- Handled high-volume inbound calls while maintaining professionalism and efficiency
- Scheduled, rescheduled, and canceled appointments based on patient and provider availability
- Registered patients by entering demographics using Athena Health
- Collected and verified insurance and personal information
- Collaborated with medical assistants to ensure smooth patient flow
Front Desk Receptionist
Pediatrics East
Collierville, TN
10.2018 - 09.2019
- Greeted patients and managed front desk check-in process
- Collected payments, processed transactions, and issues receipts
- Scheduled appointments and supported administrative office functions
- Provided clerical support including filing, faxing, and document management.
- Maintain a clean and welcoming reception area
Inventory Clerk
Value Merchandise International
Memphis, TN
07.2017 - 09.2018
- Maintained accurate inventory records and tracked product usage
- Conducted audits to identify and resolve discrepancies
- Updated inventory systems and ensured data accuracy
- Managed timely and effective replacement of damaged or missing products.
Call Center Representative
Disney Store
Memphis, TN
12.2015 - 05.2017
- Provided customer support while managing call flow and maintaining professionalism
- Resolved customer concerns to maintain satisfaction and retention
- Processed orders and verified transaction details
- Used communication and problem-solving skills to support sales and service
Education
Certificate -
Concorde Career College
Memphis, TN10.2018
High School Diploma -
Ridgeway High School
Memphis, TN05.2007
Skills
- Regulatory Compliance & Coordination
- Staff Training & Development
- Office Operations Management
- Patient Scheduling & Referrals
- Insurance Verification
- Conflict Resolution
- Team Leadership
- Electronic Health Records
- Customer Service Excellence
Timeline
Regulatory Coordinator
Baptist Memorial Hospital
09.2025 - Current
Lead-Physician Referral Representative
Baptist Medical Center
08.2022 - 09.2025
Physician Referral Representative
Baptist Medical Center
11.2021 - 08.2022
Call Center Representative
Orthosouth
09.2019 - 10.2021
Front Desk Receptionist
Pediatrics East
10.2018 - 09.2019
Inventory Clerk
Value Merchandise International
07.2017 - 09.2018
Call Center Representative
Disney Store
12.2015 - 05.2017
High School Diploma -
Ridgeway High School
Certificate -
Concorde Career College