Chahazara Clark
Grovetown,GA
Summary
Detail-oriented patient referral coordinator with expertise in managing patient appointments and verifying insurance. Recognized for exceptional communication skills and maintaining high customer satisfaction. Proven ability to ensure seamless transitions in patient care.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative II Remote
Mass General Health Plan
Massachusetts , Boston
11.2024 - Current
- Responded to customer inquiries about health plan benefits and services.
- Assisted members with claims processing and resolution of issues.
- Collaborated with team members to improve service delivery processes.
- Educated customers on plan options and enrollment procedures to enhance understanding and decision-making.
- Resolved escalated customer complaints with professionalism and empathy, ensuring customer satisfaction and retention.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Built strong relationships with customers through personalized assistance and support, fostering loyalty and trust.
Front Desk Receptionist
Wellstar Hospital
Augusta, GA
09.2023 - 12.2024
- Greeted patients and visitors warmly upon arrival at the healthcare facility.
- Managed multi-line phone system, directing calls to appropriate departments.
- Scheduled patient appointments using electronic health record software efficiently.
- Collected patient information and verified insurance details to ensure accurate check-in process.
- Maintained clean, organized reception area to create welcoming environment for visitors.
- Assisted medical staff by coordinating communication between departments seamlessly.
- Handled incoming mail and packages, distributing them to relevant personnel promptly.
- Provided information about hospital services and programs to patients and families effectively.
- Answered incoming calls, redirecting callers to appropriate personnel or department to facilitate communication.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Assisted with scheduling appointments for clients and visitors.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Explained policies and procedures to visitors.
- Monitored visitor access control systems including issuing identification badges when necessary.
- Organized filing systems for digital and physical records and correspondence to enhance accessibility.
Patient Referral Coordinator
AU Health
Augusta, GA
06.2021 - 03.2023
- Coordinated patient referrals to ensure timely access to necessary services.
- Facilitated communication between patients and healthcare providers, ensuring seamless care transitions.
- Managed scheduling for specialist appointments based on patient needs and availability.
- Reviewed referral documents for completeness and accuracy before submission.
- Educated patients on referral processes and insurance requirements to enhance understanding.
- Collaborated with medical staff to prioritize urgent referrals and address patient concerns.
- Monitored referral tracking systems, enhancing workflow efficiency and ensuring timely follow-up.
- Collaborated with admissions, discharge planning and clinical team to verify connection with key professionals involved in case upon release of client information.
- Maintained a database of referral information and tracked referrals received and sent out.
- Conducted periodic audits of patient files to verify accuracy of data entered into system regarding referral process.
- Coordinated with external health care providers to arrange consultation appointments for patients referred from primary care physician's office.
- Attended conferences and seminars related to new developments in the field of patient referral coordination.
- Utilized various software programs such as Microsoft Office Suite and Electronic Medical Records systems.
- Provided customer service support by responding promptly to inquiries from patients, families and other healthcare professionals.
- Communicated referral status updates to patients, fostering transparency and trust in the referral process.
- Developed strategies for improving communication between referring physicians' offices and specialist's offices.
- Collaborated with internal departments such as clinical staff, billing department and health insurance companies to ensure efficient processing of referrals.
- Researched alternative treatment options available through other healthcare providers.
- Screened incoming requests for referrals, verifying accuracy of information and eligibility requirements.
- Advised health care professionals on appropriate procedures for obtaining authorizations from insurance companies for referrals.
- 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.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Demonstrated flexibility during changes to patient care practice.
- Compiled and maintained medical charts and reports in complex digital databases.
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
Centralized Scheduler
AU Health
Augusta, Georgia
04.2012 - 06.2021
- Coordinated patient appointments across multiple departments efficiently.
- Utilized scheduling software to manage complex calendars effectively.
- Communicated with healthcare providers to confirm appointment details promptly.
- Assisted patients with navigation through scheduling processes and systems.
- Prioritized urgent requests while maintaining standard scheduling workflows.
- Fostered strong relationships with medical staff and patients to enhance communication and scheduling effectiveness.
- Monitored schedule changes to ensure optimal resource allocation daily.
- Trained new staff on scheduling protocols and system usage comprehensively.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Collaborated with outside vendors and served as central point of contact.
- Reviewed incoming referrals from physicians and coordinated follow-up care visits, ensuring timely patient access to services.
- Generated reports on patient utilization patterns, provider productivity, missed appointments.
- Developed and maintained a centralized scheduling system for medical appointments.
- Researched potential solutions to improve efficiency of the centralized scheduling system.
- Monitored patient wait lists and adjusted schedules accordingly when needed.
- Responded promptly and professionally to requests from patients regarding their appointment times or rescheduling needs.
- Maintained updated records of all scheduled appointments in the centralized database.
- Assisted with creating automated reminders for upcoming appointments via email or text message.
- Utilized computer software programs to enter data into the centralized scheduling system.
- Provided assistance with insurance verification process prior to booking an appointment.
- Generated and distributed reports on patient appointment schedules to provide insights for scheduling improvements.
- Managed complex phone calls from patients seeking same day or next day appointments.
- Coordinated communication between patients and healthcare providers regarding appointment times.
- Served as a liaison between various departments within the organization to coordinate efficient use of resources for patient care.
- Collaborated with physicians, nurses and other clinical staff to ensure accurate patient scheduling.
- Assisted in resolving any conflicts or issues related to patient appointments or scheduling changes.
- Coordinated appointments with customers and staff members according to availability.
- Followed up with patients and confirmed appointments.
- Instructed patients regarding how to prepare for appointments.
- Prevented double bookings and set aside appropriate time in between appointments.
- Processed payments and updated accounts to reflect balance changes.
- Adjusted appointments according to priority and tracked appointment durations.
- Reviewed insurance information with patients and processed copays.
- Managed appointment cancellations and rescheduling, minimizing gaps in physicians' schedules.
Education
Some College (No Degree) - Medical Transcription
Augusta Technical College
Augusta, GA03-2007
GED -
Augusta Technical College
Augusta, GA04-2006
Some College (No Degree) - Insurance
Aceable Insurance
California City, CA05-2026
Skills
- Appointment scheduling
- Patient coordination
- Insurance verification
- Data entry proficiency
- Conflict resolution
- Customer service expertise
- Communication skills
Certification
- Insurance License
Timeline
Customer Service Representative II Remote
Mass General Health Plan
11.2024 - Current
Front Desk Receptionist
Wellstar Hospital
09.2023 - 12.2024
Patient Referral Coordinator
AU Health
06.2021 - 03.2023
Centralized Scheduler
AU Health
04.2012 - 06.2021
Some College (No Degree) - Medical Transcription
Augusta Technical College
GED -
Augusta Technical College
Some College (No Degree) - Insurance
Aceable Insurance