Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dawnda Cook

Fort Worth,TX

Summary

Dedicated healthcare professional with 15+ years of experience in medical administration, patient support, and clinical operations. Skilled in Medical Assistant, scheduling, insurance verification, claims documentation, and billing support, with strong knowledge of HIPAA compliance and healthcare regulations. Recognized for accuracy, problem-solving, and delivering compassionate member support while thriving in fast-paced environments. Proven ability to support patients, providers, and administrative teams with integrity and efficiency.

Overview

21
21
years of professional experience

Work History

Associate Clinical Administrative Coordinator

Optum
09.2024 - Current
  • Communicate with members and clinical teams to ensure timely and accurate appointments scheduling, rescheduling and appointments reminders.
  • Maintain compliance with HIPAA and company protocols policies and procedures while managing sensitive health information.
  • Utilize multiple systems to manage workflows and document interactions.
  • Collaborate cross-functionally with Nurses, physicians, customers service representatives to optimize scheduling efficiency and meet performance targets.
  • Consistently meet or exceed daily productivity, call quality and scheduling accuracy metrics.
  • Scheduled an average 13+ patients daily, while maintaining 99% accuracy and compliance standards.
  • Ensured optimal match between members availability and clinician schedules to maximize efficiency and satisfaction.

Medical Receptionist II

Cook Children's Medical Center
08.2023 - 08.2024
  • Keep patient appointments on schedule by verifying patient insurance benefits and eligibility prior to the appointment, reminding patients of their appointment the day before, registering and checking in patient's timely manners, preparing necessary documents for the visit, notifying providers of patient's late arrival, rescheduling or moving late arriving patient when necessary.
  • Responsible for answering phones, taking messages, assisting with patient and staff inquiries.
  • Collect identified patient financial obligations, arrange methods of payment according to standard protocols.
  • Checking documentation for appropriate coding, catching errors, and making revisions.
  • Obtain pre-authorization, referrals, and pre-certification for procedure as required by insurance carriers.
  • Assist patients in understanding their insurance benefits, co-pays, deductible, and out-of-pocket expenses.
  • Accurately enter patient demographics, insurance information, and authorization details into the electronic medical records system.
  • Answered phone calls and messages for 5-physician pediatric medical facility, scheduling appointments, and handling patient inquiries

Clinical Intake Specialists

Maximus
10.2022 - 06.2023
  • Gather and provide necessary information to providers; may include gathering forms, documents, and vital signs necessary to the evaluation.
  • Provide a high level of customers service by greeting and directing all visitors, answering inquiries, confirming contact and appointment information, and otherwise facilitating a positive experience.
  • Document all actions taken and other pertinent information relates to veteran and provider interaction.
  • Communicate and assist other departments in a collaborative effort to expedite cases.
  • Work effectively within a team dynamic.
  • Adhere to local and externally relevant health and safety laws and policies.
  • Improved communication between providers, patients, and families by serving as a liaison throughout the intake process.

Medical Administrative Support Clerk

Navel Medical Center Camp Lejeune
05.2018 - 10.2022
  • Responds to inquiries by patients and visitors in a courteous manner.
  • Facilitates patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff.
  • Contributing to the overall positive work environment of the healthcare by treating peers, superiors, medical personnel and patients with fairness, professionalism, and courtesy.
  • Perform clinical patient intake and verification, performing clerical and administrative tasks, providing information, taking messages, process clinical referrals, scheduling appointments, perform end of day reports, create providers schedule.
  • Arranges and schedules medical appointments and determines patient eligibility for services.
  • Determine patient eligibility, schedule appointments, relay general instructions to patients, or make referrals to other sections.
  • Knowledge of Command mission, management policies, and techniques for assessing and improving effectiveness and efficiency.
  • Demonstrates awareness of and adherence to command and departmental policies and procedures.
  • Call patients or respond to secure messaging requests as needed to schedule, reschedule, and/or cancel appointments.
  • Promote consultations/referral specialty medical care within the MTF or at civilian facilities.
  • Managed incoming calls professionally, directing callers to appropriate personnel while maintaining sensitivity to confidential matters.
  • Increased efficiency within the department by identifying areas for improvement and implementing process changes where needed.
  • Developed strong working relationships with internal teams across functional areas through proactive outreach efforts aimed at understanding specific needs.

Customers Service Representative I

New Hanover Regional Medical Center
11.2017 - 02.2018
  • Receives incoming requests for information and responds to requests by opening mail, assisting walk-ins and telephone inquiries, and retrieving facsimile inquiries in a timely manner.
  • Demonstrates helpful and effective telephone etiquette and customers service skills by providing appropriate information to callers.
  • Ability to utilize a computer accurately and efficiently for data input, retrieval of data and all other tasks associated with release of information services.
  • Maintains working knowledge of the current state laws regarding fee structure, and HIPAA regulations as well as facility policies and procedures regarding release of information.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.
  • Contributed to positive team morale by fostering an inclusive work environment that encouraged collaboration amongst colleagues from diverse backgrounds and skill sets.

Medical Administrative Support Clerk

Evans Branch Clinic, Camp Foster Okinawa, Japan
04.2016 - 05.2017
  • Provide patients with intake and new patient forms as well as copies of our office policies and legally required documents.
  • Conduct customers relation by greeting and directing patients, visitors, and clinic personnel in a friendly and courteous manner.
  • Demonstrated ability to accurately complete necessary paperwork and utilize a computer system to perform data entry and generate reports.
  • Corrected patient's Demographic data, scheduled appointment, and provided information regarding patient accounts while complying with HIPAA guidelines and regulations.
  • Create, maintain, and process medical records for individuals scheduled for basic military training, technical school, transfer, and discharge.
  • Responsible for filing loose correspondence, faxing, emailing, scanning, and general assistance with the medical receptionists, and making & confirming appointments.
  • Retrieving archived paper charts for providers and other staff as needed to ensure maintenance of medical records archives.
  • Processing requests to retrieve records from other health care facilities, to facilitate coordination of care for new or established patients.

Medical Assistant

Maxim Health Care Service- Kaiser Permanente
10.2004 - 04.2005
  • Collects pertinent subjective (signs & symptoms, allergies, current medication, etc.) and objective (vital signs, height, weight, etc.) data related to patient's reason for visit (chief complaint, presenting symptoms or procedure).
  • Prepares patients for actual visit/procedure prior to clinician's exam during rooming-in process.
  • Provides patients with after-visit, follow-up, self-care or procedural instructions and/or educational materials as directed by clinicians.
  • Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.

Education

Clinical Medical Assistant -

Miller Motte College
Jacksonville, NC
12.2019

Associate Of applied Science - Health Information Technician

Rasmussen College
Bloomington, MN
12.2015

High School Diploma - undefined

Penn Foster High School
Scranton, PA
12.2012

Skills

  • CPT Coding
  • ICD-10-CM and ICD-10-PCS
  • Knowledge of HIPAA regulations
  • Knowledge of clinical terminology
  • Insurance eligibility verification
  • Claims processing
  • Medical Insurance & Billing
  • Legal knowledge in healthcare
  • Pathophysiology
  • Efficient appointment scheduling
  • Optimization
  • Accurate data entry
  • Strong organizational skills
  • Skilled in office applications

Timeline

Associate Clinical Administrative Coordinator

Optum
09.2024 - Current

Medical Receptionist II

Cook Children's Medical Center
08.2023 - 08.2024

Clinical Intake Specialists

Maximus
10.2022 - 06.2023

Medical Administrative Support Clerk

Navel Medical Center Camp Lejeune
05.2018 - 10.2022

Customers Service Representative I

New Hanover Regional Medical Center
11.2017 - 02.2018

Medical Administrative Support Clerk

Evans Branch Clinic, Camp Foster Okinawa, Japan
04.2016 - 05.2017

Medical Assistant

Maxim Health Care Service- Kaiser Permanente
10.2004 - 04.2005

Associate Of applied Science - Health Information Technician

Rasmussen College

High School Diploma - undefined

Penn Foster High School

Clinical Medical Assistant -

Miller Motte College

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