Ashunta Douglas
Bossier City,LA
Summary
Knowledgeable patient care coordinator offers demonstrated skills in service coordination. Expertly handles complaints, inquiries and service questions to meet patients’ needs and correct problems related to care. Well-Versed in policies, procedures and standards
Overview
8
8
years of professional experience
Work History
Patient Care Coordinator
CareCentrix
Hartford, CT
09.2022 - Current
- Processed patient intake information and updated medical records prior to treatment.
- Scheduled evaluations and procedures for patients.
- Communicated with patients to ensure quality of care and develop care plans.
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
- Received and routed care team messages and documents to appropriate staff.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
- Identified potential problems and patient care trends.
- Explained policies, procedures and services to patients.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Collaborated with clinical and administrative staff to meet patient needs.
- Instructed patients on policies and required actions for different types of appointments and procedures.
Customer Service Representative
Teleperformance
Shreveport , LA
08.2021 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Room Service Server
Horseshoe Casino
Bossier City, LA
08.2016 - 08.2021
- Delivered pleasant guest experiences with friendly service and caring demeanor.
- Resolved guest concerns and issues quickly and effectively.
- Arranged orders on service trays and oversaw sanitation and timeliness of delivery.
- Maintained clean, neat and professional uniform to promote positive corporate image.
- Took telephone orders, billed items to rooms and communicated orders to kitchen.
- Practiced food safety and sanitation habits and followed compliance requirements.
- Followed up with guests regarding order quality to satisfaction.
- Prepared silverware roll-ups, took out trash and washed dishes.
- Assessed quality of food and beverage products prior to delivery.
- Answered guest questions related to pricing and food and beverage ingredients.
- Suggested food and beverage upsells to guests to maximize profits.
- Assisted with adequate nutrition and fluid intake.
- Stocked server areas with supplies before, during and after shifts.
- Offered samples of new ice cream flavors to guests, promoting new flavors, special combinations and upselling to more expensive selections such as sundaes, waffle cones and special toppings.
Education
GED -
Shreveport Job Corps Center
Shreveport, LA08.2012
Skills
- Customer Service
- Excellent Written and Verbal Communication Skills
- Strong Medical Terminology
- Proficient in Microsoft, Word, Suite, Excel, Outlook, One Note, PowerPoint
- Strong Analytical and Account Research Skills
- Excellent Active Listening Skills
- Ability to demonstrate Patience, Empathy and Compassion
- Ability to Navigate Through Multiple Systems
- Inbound and Outbound Calling
- Critical thinking
- Strong time Management and Prioritization Skills
- 1CD9,CPT, 1CD10 Coding
- Prior Authorizations and Referrals
- Medicare, Medicare Advantage, Medicaid Knowledge
- Professional Phone Etiquette
- Excellent Attention to detail
- Conflict Resolution
- Strong Interpersonal Skills
- Customer Relation Management (CRM)
- Data Entry
- Ability to Work Well Under Pressure
- Ability to Meet Work Deadlines
- Strong Problem Solving and Soft Skills
- HIPAA
Timeline
Patient Care Coordinator
CareCentrix
09.2022 - Current
Customer Service Representative
Teleperformance
08.2021 - 09.2022
Room Service Server
Horseshoe Casino
08.2016 - 08.2021
GED -
Shreveport Job Corps Center