Charlena Gore
Morgan City
Summary
Diligent, patient-focused care professional with a proven track record in optimizing patient flow and enhancing operational efficiency. Expertise in coordinating patient admissions and discharges, ensuring smooth transitions and minimal delays while maintaining a high standard of care. Strong communication and problem-solving skills demonstrated in dynamic healthcare environments contribute to improved patient satisfaction and streamlined processes. Committed to fostering a collaborative atmosphere that supports both patients and healthcare teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Certified Medication Aide/ DSP
ResCare Community Living
04.2023 - Current
- Maintained accurate records in the facility's eMAR system, detailing every medication movement and patient administration.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Accompanying the 4 client(s) to scheduled appointments, activities, and community outings.
- Recognized and adhered to the six rights of medication administration with all patients daily.
- Monitored patient health, reporting changes to nursing staff promptly.
- Administered medications accurately per care plans and protocols.
- Documented medication administration and patient observations meticulously.
Patient Flow Coordinator I
Ochsner Health
08.2022 - 04.2024
- High call volume over 50 incoming calls and triaged phone requests.
- Provides clinical oversight and critical thinking throughout daily patient flow and is involved in behavioral facilities acceptance and placement decisions for transport.
- Completes accurate data collection, monitoring, and evaluation.
- Devised metrics for measuring staff, customer service, and business outcomes and tracked performance in EPIC.
- Managed communication between drivers and clients to resolve issues efficiently.
- Collaborated with cross-functional teams to streamline operational workflows.
Remote Medical Call Center Consultant
Salelytics
01.2022 - 06.2022
- Exercise exceptional verbal and written communication and client relations skills with delivery on key performance indicators.
- Managed over 30 inbound calls and follow up with increase of positive outcome with post for a medical procedure, and assisting with the Physicians' office for appointment scheduling of patients.
- Maintain excellent program knowledge and quality assurance meeting standards.
- Actively sought out feedback from peers and supervisors to improve performance and provide better support to customers.
Package Handler
EFK Diagnostics / Mannapov LLC (Hart Employment)
08.2021 - 01.2022
- Responsible for ensuring that production control numbers, lot numbers, and expiration dates are printed accurately and batch integrity.
- Detected package issues through visual inspections.
- Ensuring OEM receiving logs, inventory control logs are completely filled out.
- Used RF scanner to pick products accurately.
- Checked labels on outgoing shipments to confirm accuracy before loading onto trucks for delivery.
- Reported any package discrepancies or damages immediately to supervisors.
- Coordinated daily workflow activities to meet production deadlines and maintain quality standards
Medicaid Eligibility Specialist
MAXIMUS / RANDSTAD STAFFING
05.2021 - 07.2021
- Adhere to policies and standard operating procedures, including completing timesheets, respecting privacy rules, and managing high call volume 50-60 phone inquiries.
- Engaged in ongoing training sessions to remain current on Medicaid regulations and policies.
- Compiled statistical reports related to caseloads, demographics, outcomes, or trends as requested by management.
- Addressed phone inquiries from the public regarding Medicaid benefits, requirements, and application procedures.
- Facilitated application processes by gathering necessary documentation and verifying information accuracy.
- Assessed client eligibility for Medicaid programs, ensuring compliance with federal and state regulations.
Homecare Aide
CHRISTUS VNA Homecare - LHC Group
09.2020 - 05.2021
- Assisted 8 home-bound individuals with personal hygiene and care needs to maintain health and dignity.
- Accompanied clients to appointments and social outings.
- Supported advanced Alzheimer's and Parkinson's clients for optimal health throughout deteriorating mental or physical wellbeing.
- Documented care provided and progress notes in client records.
- Provided compassionate personal care to enhance patient comfort and dignity.
- Monitored vital signs and reported changes to healthcare team promptly.
Mortgage Consumer Lending Specialist
Wells Fargo at Work (Aerotek)
03.2020 - 09.2020
- Review incoming consumer loan applications to ensure all information is accurate and complete at 94% quality assurance rate.
- Provide prompt, accurate, and high-quality customer service to homeowners, including borrowers, co-borrowers, third parties, and internal divisions.
- Processing payment inquiries towards principal, escrow, amortization schedule, overage/shortage, or additional services related to the mortgage.
- Analyzed borrower financial information to determine eligibility for various lending products.
Medicaid Customer Representative I
Centene Corporation
09.2017 - 11.2019
- Document all activities for reporting and resolution through the customer relationship management application (CRM).
- Answer inquiries from members regarding Chip/ Star Medicaid eligibility, product/covered benefits, value-added services, authorization status issues, etc.
- Respond appropriately to member issues and concerns, and provide trending feedback to improve the customer experience.
- Review and understand patients' eligibility for benefits to resolve accounts as quickly and accurately as possible.
- Advises patients, clinical staff, and third parties on financial responsibilities and explains co-payments, deductibles, and the billing process based on the patient's financial status classification.
- Provided exceptional support to customers, resolving inquiries and issues efficiently 97% quality assurance rate.
Medical Customer Service Rep
All Medical Personnel/ Ledios QTC Health Services
10.2016 - 04.2017
- Received incoming calls (high volume) and making outbound calls for each veteran / active military personnel (claimant) to be contacted for verification of demographics, availability of scheduling for appointments, contacting IP and Network providers for appointment scheduling.
- Create chart for individual case including ICD-10-PCS codes for medical conditions, printing questionnaire packets and mailing packets by either FED EX or USPS for scheduled appointments.
- Constant monitoring of email for sudden changes due to increment weather and phone calls for immediate changes needed within doctor's offices.
- Assisted patients in navigating healthcare processes, enhancing overall satisfaction and experience.
Education
Diploma - General Studies
Georgetown High School
Georgetown, SCDiploma - Health Information Technology
DeVry University
San Antonio, TX10.2024
Diploma - Medical Assistant
Kaplan College
San Antonio, TX07.2011
Skills
- Client support expert
- Cross-functional call center skills
- Proficient in medical billing and coding
- Health insurance expertise
- Skilled in utilizing EPIC for electronic medical records
- Organized scheduling coordination
- Facilitation of personal care routines
- Knowledge of closing procedures in mortgages
- Patient triage expertise
- HIPAA compliance
- Medication reconciliation
- Behavioral health support
Certification
- CMA - Certified Medication Aide Louisiana
- NRMA Texas
PERSONAL INFORMATION
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Certified Medication Aide/ DSP
ResCare Community Living
04.2023 - Current
Patient Flow Coordinator I
Ochsner Health
08.2022 - 04.2024
Remote Medical Call Center Consultant
Salelytics
01.2022 - 06.2022
Package Handler
EFK Diagnostics / Mannapov LLC (Hart Employment)
08.2021 - 01.2022
Medicaid Eligibility Specialist
MAXIMUS / RANDSTAD STAFFING
05.2021 - 07.2021
Homecare Aide
CHRISTUS VNA Homecare - LHC Group
09.2020 - 05.2021
Mortgage Consumer Lending Specialist
Wells Fargo at Work (Aerotek)
03.2020 - 09.2020
Medicaid Customer Representative I
Centene Corporation
09.2017 - 11.2019
Medical Customer Service Rep
All Medical Personnel/ Ledios QTC Health Services
10.2016 - 04.2017
Diploma - Medical Assistant
Kaplan College
Diploma - General Studies
Georgetown High School
Diploma - Health Information Technology
DeVry University