Caliyah Horne
Pensacola,FL
Summary
Certified Clinical Medical Assistant (CCMA) with over 4 years of experience in delivering high-quality patient care in neurology, hematology-oncology, and gastroenterology. Expertise in telehealth coordination, prior authorization processing, and clinical documentation using Athena and Epic EMR systems. Achievements include reducing prior authorization times by 15% and enhancing patient satisfaction by 20%. Strong organizational and problem-solving skills, excelling in remote work environments while maintaining 100% HIPAA compliance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Access Contact Center Agent
Hummingbird Healthcare
Pensacola, FL
03.2025 - Current
- Delivered empathetic, patient-centered support managing 60+ inbound calls daily using Epic EMR, achieving SLA benchmarks and high-quality assurance.
- Facilitated mental health referrals, increasing access and continuity of care by 25% through effective coordination and communication.
- Streamlined data entry processes for pre-registration, insurance verification, and demographic updates, reducing errors by 15%.
- Proactively monitored secure medical team chat channels, escalating urgent issues to providers and improving response times by 30%.
- Championed digital engagement initiatives, boosting patient portal (MyChart) adoption by 20% to reduce administrative burdens.
- Mentored and onboarded 10+ new hires, enhancing team cohesion and performance consistency.
Neurology Medical Assistant
Sacred Heart Hospital
Pensacola, FL
04.2024 - 03.2025
- Conducted detailed patient intake and neurological assessments via Athena EMR for virtual and in-person visits, maintaining 100% documentation accuracy.
- Coordinated telehealth visit logistics and provided technical troubleshooting, increasing virtual appointment completion by 25%.
- Assisted in clinical procedures (EEGs, EMGs, Botox injections), ensuring patient comfort and procedural compliance.
- Streamlined prior authorization workflows for specialty imaging and treatments, cutting turnaround times by 15%.
- Delivered clear, compassionate communication through phone, video, and patient portals, elevating patient satisfaction scores by 20%.
- Maintained HIPAA compliance in all clinical, administrative, and virtual care activities.
Hematology-Oncology Medical Assistant
Woodlands Medical Specialists
Pensacola, FL
11.2022 - 04.2024
- Oversaw patient intake, medication reconciliation, and oncology treatment documentation in Greenway EMR with 98% accuracy.
- Coordinated prior authorizations for chemotherapy and specialty therapies, reducing treatment delays by 20%.
- Acted as liaison among providers, pharmacies, and payers to resolve authorization denials and expedite approvals.
- Supported telehealth operations by preparing charts and resolving patient access issues, enhancing virtual care adoption.
- Maintained HIPAA-compliant communication and thorough documentation for all clinical tasks.
- Provided patient education on medication adherence and treatment plans, contributing to high retention and satisfaction.
Gastroenterology Medical Assistant
USA Providence Hospital
Mobile, AL
09.2021 - 10.2022
- Performed comprehensive patient intake and assessments for GI procedures with 99% accuracy in Athena EMR.
- Expedited prior authorizations through CoverMyMeds and insurance portals, reducing approval times for timely care delivery.
- Delivered patient education on procedure preparation and post-care, decreasing no-show rates by 18%.
- Triaged patient inquiries via calls and portals, escalating urgent concerns and coordinating same-day care.
- Maintained clinical inventory and pathology requisitions, ensuring operational readiness.
- Promoted patient portal and virtual health tool utilization, improving patient engagement and self-management.
Remote Customer Service Representative
Alorica (CVS Caremark)
01.2018 - 09.2021
- Handled 40–50 daily calls regarding prescriptions, refills, and prior authorizations with 95%+ customer satisfaction.
- Resolved insurance and pharmacy issues, increasing mail-order program participation by 20%.
- Educated Medicare Part D members on plan benefits and subsidy options.
- Maintained strict HIPAA compliance and quality assurance standards, earning recognition for service excellence.
Education
Associate in Science (AS) - Pre-Dental Hygiene
Pensacola State Community College
Pensacola, FLSkills
- Certified clinical medical assistant (CCMA)
- Telehealth communication platforms
- Prior authorization management
- EMR/EHR systems expertise
- Clinical documentation and intake
- Medication reconciliation processes
- Lab result tracking
- Insurance verification and scheduling
- HIPAA compliance practices
- Microsoft Office proficiency
- Patient engagement strategies
- Empathy and advocacy skills
- Time management and multitasking
Certification
- Certified Clinical Medical Assistant (CCMA) – National Health Career Association, 2021
- Basic Life Support (BLS) – American Heart Association, 2021
Timeline
Patient Access Contact Center Agent
Hummingbird Healthcare
03.2025 - Current
Neurology Medical Assistant
Sacred Heart Hospital
04.2024 - 03.2025
Hematology-Oncology Medical Assistant
Woodlands Medical Specialists
11.2022 - 04.2024
Gastroenterology Medical Assistant
USA Providence Hospital
09.2021 - 10.2022
Remote Customer Service Representative
Alorica (CVS Caremark)
01.2018 - 09.2021
Associate in Science (AS) - Pre-Dental Hygiene
Pensacola State Community College
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