Cherie Smith
Winston Salem,North Carolina
Summary
Resourceful Service Coordinator with extensive experience in referral coordination and exceptional customer service, significantly enhancing patient access and streamlining processes at Novant Health. Demonstrated expertise in EPIC and professional writing, leading to improved patient satisfaction scores. Proven skills in client relationship management, problem-solving, and workflow coordination contribute to high productivity and efficiency. Strong communicator with a commitment to teamwork and adaptability, ensuring seamless service delivery.
Overview
22
22
years of professional experience
Work History
Patient Service Coordinator IV
Novant Health Neurology & Sleep, Kimel Park
Winston-Salem, NC
05.2024 - Current
- Provided exceptional customer service, addressing patient inquiries and concerns with empathy and professionalism.
- Developed productive working relationships with numerous insurance company representatives.
- Resolved issues arising during the referral process, including insurance denials and appointment scheduling conflicts.
- Reviewed demographic, clinical and insurance information before sending to referred specialists.
- Performed additional office duties, handling patient service inquiries and receiving payments.
- Maintained records management system to process personnel information and produce reports.
- Managed daily patient referrals daily through multi-line telephone system.
- Managed patient referral process from initial consultation to specialist appointment, ensuring timely access to necessary medical services.
Clerical Supervisor I
Novant Health, Huntersville Pediatrics & Internal
Huntersville, NC
08.2023 - 05.2024
- Addressed personnel issues such as disciplinary action, grievances, staffing needs.
- Managed office budget to handle inventory, postage and vendor services.
- Developed and implemented policies, procedures, and systems for the clerical department.
- Analyzed financial activities of department to share budgetary input with managers.
- Maintained accurate records of employee performance evaluations, attendance, training.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Patient Service Coordinator IV
Novant Health Spine Specialists
Winston Salem, NC
10.2017 - 08.2023
- Communicated with insurance companies via telephone or email regarding authorization requirements.
- Worked closely with patients to fill out paperwork and obtain necessary information in form of referrals and authorization overrides.
- Collaborated with medical staff to obtain necessary documentation for authorizations.
- Processed and maintained patient authorizations for services rendered.
- Researched any issues that arose during the authorization process and provided solutions when needed.
- Updated authorization tracking system with pertinent information on a daily basis.
Medical Unit Secretary
Novant Health Forsyth Medical Center
Winston-Salem, NC
07.2003 - 11.2013
- Provided support to various departments and ensured efficiency of work
- Monitored and screened all phone calls and worked according to customer service guidelines
- Managed and ensured accuracy in all medical records
- Coordinated with physicians and prepared all billing services documents
- Ensured completion of orders for billing process according to computer system protocol
- Maintained efficiency of staff and scheduled appointments with physicians accordingly
Education
B.S. - Business Administration
High Point University
High Point, NCSkills
- Customer Interaction Skills
- MS Office
- EPIC
- Administrative Support
- Professional Writing Skills
- Manage Referral Coordination
- Health Insurance Verification Skills
- Professional Phone Interaction
Timeline
Patient Service Coordinator IV
Novant Health Neurology & Sleep, Kimel Park
05.2024 - Current
Clerical Supervisor I
Novant Health, Huntersville Pediatrics & Internal
08.2023 - 05.2024
Patient Service Coordinator IV
Novant Health Spine Specialists
10.2017 - 08.2023
Medical Unit Secretary
Novant Health Forsyth Medical Center
07.2003 - 11.2013
B.S. - Business Administration
High Point University
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