Chassity Newell
Boynton Beach,FL
Summary
Compassionate and detail-oriented Administrative and Patient Support professional with 3+ years of experience supporting healthcare operations in fast-paced, high-volume environments. Skilled in managing asynchronous, case-based workflows across secure messaging, email, chat, fax, and ticketing systems. Experienced in patient triage, care coordination, scheduling, and documentation within EHR platforms while maintaining strict HIPAA compliance.
Overview
9
9
years of professional experience
2015
2015
years of post-secondary education
Work History
Patient Support Specialist
Results
Century, Florida
10.2023 - 03.2025
- Provided non-phone, back-office patient support by managing appointment logistics, patient inquiries, and documentation through asynchronous channels including secure chat, email, and ticketing systems.
- Triaged and prioritized patient cases to ensure timely coordination with appropriate clinical and care teams.
- Maintained accurate, detailed documentation such as insurance information and demographics within Polaris and salesforce systems while adhering to HIPAA and privacy regulations.
- Supported care coordination & clinical workflows by tracking follow-ups, updating patient records, and ensuring continuity of care across management, and prior authorization teams.
- Remote
- Assisted patients with appointment scheduling and follow-up communications.
- Documented patient interactions in electronic health record systems.
- Educated patients on insurance procedures and benefits coverage.
- Handled administrative tasks to maintain efficient office operations.
- Handled incoming phone calls and scheduled appointments.
- Facilitated communications between office staff, physicians, nurses, payers, vendors.
- Verified patient insurance coverage and eligibility for services.
Customer Experience Specialist
QVC
Pensacola, Florida
07.2023 - 05.2024
- Delivered high-quality customer service through phone, email, and live chat, maintaining a 95%+ satisfaction rating.
- Resolved complex issues by collaborating with multiple departments to ensure seamless problem resolution.
- Tracked and maintained key performance metrics related to patient outreach, appointment scheduling, and care coordination to support quality improvement and operational efficiency initiatives.
- Recognized for calm, empathetic communication in high-stress situations.
- Maintained accurate records of customer interactions using CRM systems.
- Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
- Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.
- Maintained records of all interactions with customers in a database system.
Care Coordinator
IPacesetters
Pensacola, FL
01.2016 - 11.2021
- Provided administrative support including data entry, report generation, and records management for healthcare teams.
- Coordinated patient scheduling, intake, and follow-ups using EMR systems such as Epic, Athenahealth, or eClinicalWorks; communicated exclusively via secure messaging, email, and patient portals to support HIPAA-compliant workflows.
- Utilized Google Suite, scheduling systems, and CRM platforms to track interactions and follow up on patient care plans.
- Assisted in onboarding patients, explaining care services, and guiding them through initial intake processes.
- Collaborated cross-functionally with clinical teams, benefits specialists, and healthcare providers to support patient care coordination, verify insurance coverage, and assist with onboarding processes for new patients.
- Remote
- Managed patient appointments and follow-up communications effectively.
- Educated clients on available resources and services within their communities.
- Responded promptly to inquiries from patients regarding their care plans.
- Scheduled appointments for clients with appropriate medical specialists.
Education
George Stone Technical College
Pensacola, FLSome College (No Degree) - Business Administration and Management
Hillsborough Community College
Tampa, FLSkills
- Patient & Provider Communication
- Google Suite
- Slack
- Video Conferencing Tools
- Case & Queue Management
- HIPAA Compliance
- PHI Handling
- Patient Triage
- Intake Processing
- Insurance & Benefits Verification
- Electronic Health Record (EHR) Management
- Empathy
- Active Listening
- Data Entry
- Member Report Generation
- Cross-Functional Team Collaboration
- Electronic health records
- Claims investigation
- Claims processing
Timeline
Patient Support Specialist
Results
10.2023 - 03.2025
Customer Experience Specialist
QVC
07.2023 - 05.2024
Care Coordinator
IPacesetters
01.2016 - 11.2021
George Stone Technical College
Some College (No Degree) - Business Administration and Management
Hillsborough Community College