Crystal Harris

Emergency Room Department , ICU, MED SURG clerk, receiving all telephone calls, also wide range of inquiries, utilizing systems knowledge to identify veteran needs. Process all admissions from the emergency room, all holds and interward transfers and direct admits.

Responsible for the consult and scheduling management of clinics assigned across multiple facilities.

Coordinating communications during the inpatient to outpatient discharge interface, communicating with non-VA medical offices/facilities to coordinate care, participating in secure messaging with the patient and team.

Serves as the front line of contact with veterans. Sets the tone for the quality of healthcare and services at the VA.

Utilizing a high degree of tact and diplomacy with a caring, compassionate and sensitive nature.

Provide customer service to veterans and their families. RTC (return to clinic)appointments scheduling upon discharging the veteran. Help determine the clinic's daily needs.

Update and verify veterans demographics in Vista every thirty days.

Notify beds to meds so veteran get their medication bedside before discharging from inpatient wards.

Ensure all required Veteran information, both clinical and administrative is scanned into the Computerized Patient Record System(CPRS).

Ensures all medical filing is complete and all outside documentation to scan has been completed and can be found in CPRS.

Ensure adequate office supplies for the units as well as submitting to engineering, IT and Leaf work orders requesting repairs/maintenance or to correct safety deficiencies for the Ward Administration and the units.

Complete accurate appointment scheduling by communicating with the patient in person, by phone or contacting the appropriate clinic.

Assist the veteran with Community Care Referral services.

• Greeted visitors and initiated triage processes for clients to streamline patient flow.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Checked patient insurance, demographic, and health history to keep information current.
• Managed multi-line phone system and pleasantly greeted patients.
• Obtained vitals for each patient and breathalyzer results so intake interview process with therapist can begin.
• Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
• Supported office staff and operational requirements with administrative tasks.

Demonstrate compliance with Federal and State regulations including EMTALA and HIPAA policies guidelines.

Perform registration including scheduling, verifying patient demographic information, processing copay and service payments.

Verify eligibility and insurance verification.

Resolve routine patient issues and assist with insurance and service related questions.

Collect money and issue receipts for hospital services rendered.

Answered customer telephone calls promptly to avoid on-hold wait times.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Followed up with customers about resolved issues to maintain high standards of customer service.

Trained new personnel regarding company operations, policies and services.

Provided coordination of care, continuity, follow-up, and support for the patients and their families. Responsibilities include: answering, triaging and responding to patient phone calls, scheduling clinic appointments, pre and post scrubbing of clinic appointments, assisting patients with scheduling diagnostic tests, preparing charts and documents for clinic visits, enter referrals and orders, coordinate scheduling and management of patient surgeries and all follow-up care, assisting with obtaining insurance pre-certifications and referral authorizations, referral work queues, process requests for medical records, process medication refill requests, organize and maintain a computer calendar system, and assist with processing disability and return-to-work forms and various letters at patient and provider’s request.