Ashley Conrad
Care Coordinator
Buffalo
Summary
Friendly, outgoing Care Coordinator with over 10 years of experience in the heath care and customer service industry. Created welcoming atmosphere when speaking with potential and existing clients/patients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Care Coordinator, Quality
Neighborhood Health Center
03.2022 - Current
- Supported patient care excellence via provider roster updates and scheduling appropriate appointments.
- Assisted in resolving facility discrepancies by updating patient charts in EMR.
- Built strong relationships with patients to deliver support and appropriate services.
- Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Used Allscripts and Azara to maintain records of services performed and apparent condition of patients.
- Updated patient medical records utilizing Healthelink and other provider portals.
- Focused on moderate risk populations, such as Hypertension and Diabetes, ensuring we are addressing any gaps in patient care.
- Used motivational interviewing as a tool to communicate with patients and improve their overall health literacy.
- Ensured that all needs of patient are met, to the best of my ability, at the conclusion of each interaction. Giving clients the space and time in which to fully express their needs.
Community Health Worker
Neighborhood Health Center
11.2020 - 03.2022
- Assisted patients and families with accessing and connecting to internal providers and services, external community resources, and support in understanding options available for their health.
- Provided education and outreach to improve patients' quality of life, health, and wellbeing. Assisted with removing barriers that patients' may have that prevent access to healthcare.
- Assisted with applications regarding health insurance or sliding fee scale, and connected patients to the appropriate facilitators.
- Assisted patients with completing referrals as ordered by providers, obtained prior authorization as needed for procedures and external referrals, documents and tracks progress until completion.
- Supported clients experiencing hardships such as homelessness, food insecurity, domestic violence, lack of transportation, and inadequate insurance coverage by connecting them with community services. Worked together with providers, clinical staff, front desk, and billing to find further ways to assist our patients.
- Served as health and community resources coordinator for patients and providers.
- Advocated for patients when interacting with community agencies and services.
- Supported the Mobile Unit team by completing the set up process, traveling to the educational site, ensuring that all supplies are accounted for and set up at site, completing the registration process when patients arrive, ensuring that all consent forms are completed for minors receiving care without a parent/ensuring a parent is present to sign appropriate forms, scheduling follow up appointments, providing social support when identified by clinical staff, rooming patients when requested by clinical staff.
- Assisted in initiatives during the holidays and health center week to support our community and ensure that we are taking into consideration the needs of those we serve.
- Worked with providers to coordinate care when requested and to assist with patients that are high risk by scheduling appointments with NHC or external providers, coordinating transportation, ensuring that lab work or procedures are being completed prior to appointments, ensuring that prescription refill requests are filed when needed, and giving emotional support to patients when the need arises.
- Provided education and feedback when a patient requires further understanding of a referral or medical condition when able to do so, and provided education on the referral process to ensure a smooth transition into specialty care.
Patient Service Representative
Neighborhood Health Center
02.2020 - 11.2020
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Used Allscripts EMR to schedule appointments.
- Balanced deposits and credit card payments each day.
- Assisted in open and closing procedures for the front desk of the organization
- Assisted in ensuring all appointments are confirmed and acknowledged in a timely manner according to appointment time.
- Assisted verifying patient information and correction in computer programs using AllScripts.
- Printed daily appointment schedules, when applicable.
- Confirmed appointment times, location, and provider during the registration process and check out process.
- Adhered to all appointment notes and expired if applicable.
- Appropriately input all insurance information including active and expiration dates.
- Assured that any appointment delays were communicated to the Front Desk Lead or to the Clinical supervisor during evening shifts.
Admissions Assistant
McGuire Group - Garden Gate Health Care Facility
12.2019 - 02.2020
- Coordinated admissions process through ensuring patient rooms were ready for new arrivals
- Gave company and emotional support to residents within the facility that were lonely, depressed, or confused
- Had the responsibility of completing admissions interviews for the admissions department as well as keeping record of residents' or family members complaints and/or compliments about the facility
- Interacted with and gave non-medical care to patients with conditions such as Alzheimer's, dementia, paralysis, blindness, recovery from stroke, and other related medical conditions
- Answered call lights and completed simple tasks for patients when able, notifying correct staff member if the task was something medical related
- Collaborated with maintenance, housekeeping, and medical staff the ensure all was ready for each arrival of a new patient
Social Work Assistant
McGuire Group - Garden Gate Health Care Facility
05.2019 - 12.2019
- Helped develop effective care plans advocated for needs of each client with outside agencies and care professionals.
- Supported program leadership in handling day-to-day management needs of busy office.
- Protected clients' health information with strict protocols focused on controlling access to confidential information.
- Managed residential discharges for facility and coordinated after-care activities.
- Assisted the Social Work Department with paperwork, taking care of day to day errands, and placing phone calls.
- Continued to provide company and emotional support to residents within the facility that were lonely, depressed, or confused.
- Had the responsibility of completing admissions interviews for the social work department as well as keeping record of residents' PHQ-9 and BIMS Assessments completed during the interview.
- Interacted with and gave non-medical care to patients with conditions such as Alzheimer's, dementia, paralysis, blindness, recovery from stroke, and other related medical conditions.
- Was responsible for taking notes for Team Meetings discussing patient care throughout the subacute rehabilitation wing, as well as creating calendars for discharges and family meetings based on the notes taken.
- Entered preliminary social work assessments into the charting database, using the database to research information on every new patient to give the social workers a basic overview of mental health and cognitive disorders/deficits.
- Audited MOLSTs (Methods Of Life Saving Treatment) forms throughout the building, ensuring each patient has one that is properly completed. Also ensured that proper documentation for Surrogate, Health Care Proxy, and/or Power of Attorney was present within each chart.
- Kept a record of all psych related medications for each patient, giving the report to the social workers.
- Assisted the social workers in basic discharge planning paperwork and gathering information used to send patients home safely.
Activity Leader
McGuire Group - Garden Gate Health Care Facility
01.2017 - 01.2019
- Participated in and coordinated general nursing home activity programs such as bingo, card games, music programs, art programs, and other activities designed for patient entertainment or social involvement
- Gave company and emotional support to residents within the facility that were lonely, depressed, or confused
- Had the responsibility of completing admissions interviews for the activity department as well as keeping record of residents' care preferences
- Coordinated and ran most music related programs within the activity department, and was responsible for creating a larger focus on music for healing purposes.
Private Nanny
Self-employed
01.2009 - 01.2019
- Taken care of children ages 3months-17 years
- Babysat children with mental and physical disabilities, including cancer patients, amputees, and children with complete blindness
- Watched children for up to 24 hours, especially when the parents have had work or other commitments
- Certified in adult and child first aid and CPR
- Gained basic knowledge in the care of intravenous administration of medication and fluids, via Mediport or Broviac central line blood catheter.
- Locations varied, some families located in New York, NY and some families located in Buffalo, NY after I moved back to the Western New York area.
Medical Secretary, ENT Surgery
Conventus
Buffalo, NY
03.2023 - Current
- Improved patient scheduling efficiency by streamlining appointment booking processes.
- Ensured optimal patient care by maintaining detailed records of medical histories, insurance information, and surgical consents.
- Enhanced patient satisfaction by providing clear explanations of surgical procedures and addressing concerns promptly.
- Contributed to overall clinic success with proactive identification of areas for process improvement in scheduling systems.
- Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
- Elevated patient experience by providing empathetic support throughout the entire surgical journey-from initial consultation to post-operative follow-up appointments.
- Organized all necessary documentation for successful completion of medical audits related to surgery scheduling practices.
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Verified insurance coverage and obtained pre-authorizations.
Medical Secretary, Robert Warner Rehab
Kaleida Health, Buffalo NY
05.2024 - Current
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
- Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained a clean and organized office environment to promote a positive atmosphere for both staff and patients.
Education
High School Diploma -
Iroquois Senior High School
Elma, NY05.2010
Skills
- Case Management
- Microsoft Windows
- Process Improvement
- Microsoft Excel
- Care Planning
- Patient Education
- Reading Comprehension
- Referrals and Networking
- Active Listening
- Organizational Skills
- Complex Problem-Solving
- Health Information Systems (HIS)
- Patient Care and Monitoring
- Public Outreach
- Health Coaching
- Community Outreach Programs
- Schedule Management
- Training Skills
- HIPAA Guidelines
- Community Mental Health Programs
- Resource Advocacy
- Supporting Daily Living Needs
- Chronic Disease Support
- Referral Coordination
- Community-Based Resources
- Healthcare Advocacy
- Substance Abuse Treatment Coordination
- Medical Assessments
- Service Coordination
- General Health Advice
- Electronic Medical Record Software
- Group Discussions
- Health Fair Participation
Volunteer Work
Memorial Sloan Kettering Cancer Center, Manhattan, NY 2009-2011
- Entertained children undergoing treatments by reading children's stories, playing games, and creating crafts.
- Represented the hospital during an interview with CBS News for their annual “Pediatric Prom”.
- Spoke with board members, giving personal testimony to the importance of cancer research and related services.
Relay for Life Cancer Fundraising Event, Elma, NY 2009
- Spoke on behalf of the organization and gave a testimonial speech on my personal experiences with being a survivor of cancer.
Certification
- Narcan Training - 2021 (Recertification pending)
- CPR Training (Adult, Infant, and Child) - 2022
Timeline
Medical Secretary, Robert Warner Rehab
Kaleida Health, Buffalo NY
05.2024 - Current
Medical Secretary, ENT Surgery
Conventus
03.2023 - Current
Care Coordinator, Quality
Neighborhood Health Center
03.2022 - Current
Community Health Worker
Neighborhood Health Center
11.2020 - 03.2022
Patient Service Representative
Neighborhood Health Center
02.2020 - 11.2020
Admissions Assistant
McGuire Group - Garden Gate Health Care Facility
12.2019 - 02.2020
Social Work Assistant
McGuire Group - Garden Gate Health Care Facility
05.2019 - 12.2019
Activity Leader
McGuire Group - Garden Gate Health Care Facility
01.2017 - 01.2019
Private Nanny
Self-employed
01.2009 - 01.2019
High School Diploma -
Iroquois Senior High School
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