Dekendra S. Garrison

• Calling provider offices to request/validate facility and provider addresses, and/or collect medical records for the HEDIS project

• Data entry of change of addresses into system

• Uploading records upon receipt

• Documenting all outreach efforts

• One of the QI Specialists must be well versed at running reports and working with MS Excel

• Developed and implemented strategies to improve customer service and operational efficiency.
• Collaborated with internal stakeholders to develop solutions that meet organizational objectives.
• Processed incoming medical records requests.
• Responded to inquiries from patients, physicians and other healthcare providers regarding medical records.
• Retrieved patient medical records in response to requests from authorized personnel.
• Verified insurance eligibility prior to releasing protected health information.

• Assist with completing and maintaining unit and patient records files and forms associated with patient at admission, transfer, discharge procedures and patient care
• Answering phone accessing and recording patient data into EMR according to BSWH standards
• Collects and records patient data, reports information and observations to the nurse in a timely fashion, obtains and records, vital signs, height and weight records, nutritional intake and output, performs blood glucose monitoring, preforms catheter care, collects, and transport specimens as requested.
• Volunteered personal instruction and training to medical students through job shadowing and professional development.
• Identified and assigned appropriate activities and projects to enhance student learning.
• Liaised with medical and nursing personnel to evaluate and improve teaching and nursing practices.
• Oversaw work of nursing student technicians and externs to educate on proper procedures and how to prioritize care tasks.

• I SWHP communicates to the Plan Members and Providers the policies and services of the Scott & White Health Plan (SWHP), and handles any complaints concerning the Plan
• The Customer Advocate I SWHP works on the customers behalf to resolve any issues and or concerns by going the extra mile when needed
• They will also act as the subject matter expert (SME) for customer services, claims and enrollment and will assist members with access to the SWHP system on a daily basis and helps members choose an appropriate physician and assist with appointments
• The CSA I SWHP will access appropriate sources (BENS, Amisys, Above Health etc.) To obtain benefit information requested by member and/or provide to member
• They will act as liaison between member and providers billing office with follow through to resolve issues.

• In charges of the Archives Warehouse for the entire Austin Regional Clinic organization
• Familiarizing myself with document imaging and workflow systems is what I value most
• I retrieve documentation from paper charts utilizing the OnBase imaging software to scan documents into the EMR, which interfaces to EPIC
• Research unknown documents/patients
• Sorts and separates documents by document type for scanning purposes
• Taking phone calls, and responding to emails, handling incoming mail, etc
• Ordering supplies, Index and meets daily productivity of 265 faxes a day, which breaks down to 33 faxes an hour
• Documents are indexed according to time frames set by the company to ensure patients and physicians are priority
• I can index about 1450 pages daily
• I receive faxes from RightFax and they are then indexed according to level of priority
• I have experience in three working queues
• Workflow which the turnaround time frame is 4 hours or less, STAT queue which are indexed within 30 min., and Loose filing queue which has an 8 hour turn around
• Warehouse duties such as filing and pulling charts, reports, ordering chart from offsite storage facility, and researching charts are still incorporated in my day.

• Supported the After Hours clinic in the evenings for extra shifts while working as Senior HIM Document Quality Specialist.
• Initial point of contact for clinic setting, performed all administrative duties while maintaining confidentiality.
• Booking appointments, utilizing the computer systems, confirming or making any changes to demographic information and notifying patient of account balances, verifying insurance eligibility
• using online resources ensuring appropriate paperwork is completed and up-to-date
• scanning in insurance cards and ID if necessary, printing face sheets, receipts in other documents as needed
• notifying appropriate personnel of any emergencies, messages or patient arrivals.
• Confirming patient appointments in advance.
• Verifying Worker’s Compensation claims. Insurance paperwork is complete.
• Assisting patients with payment plans issuing receipts for payments and booking follow up appointments.
• Responsible for handling and sorting of Rightfax documents
• Processing on-site release of information request
• On site sorting scanning and numbering loose papers
• Running wait list reports,
• Collecting payments from patients posting amounts and balancing drawers for the end of day deposits.

• Serves as a liaison between Purchasing Manager and Archive Warehouse staff by organizing and assigning work
• Responsible for leading the receiving, storage, scanning, and shipping of records
• Responsible for daily supervision of all Archive Warehouse staff performing duties such as document scanning and processing
• Maintains excellent customer service with all ARC/Covenant Management Systems departments
• Acts as a lead resource for answering questions and resolving problems related to Archive Warehouse records management, request fulfillment, scanning, and shipping of records
• Maintains proper order and cleanliness in the Archive Warehouse location
• Meets all needs of the department effectively and efficiently
• Coordinates on-site training for new and existing staff members
• Evaluates staff performance and provides regular feedback to the supervisor
• Processed request for clinic staff/physicians/ billing office
• Checked charts in and out of EPIC, kept track of all request, ran reports, pulled charts for third party coping services
• Send email correspondence when necessary
• Communicated errors and process improvements, prepared, retained/summarized data and reports to maintain them as guided by the retention cycle
• Preformed maintenance daily on office equipment
• Filed back paper charts.

• Solely in charge of the medical records dept
• That accommodates nine specialties, and twenty-four specialists
• Maintain ROI’s that are processed daily and those are received by phone, fax, and in-person
• We roughly get about 10-20 daily and about 100 in a week’s time
• Also, in charge of the in house scanning which documents are scanned into the patient’s chart for physician access
• This is consisted of sorting and labeling, which helps with scanning
• The scanning process is broken up into four scan queues
• That determinates the time it is to be available in the chart
• Distribute & mail out correspondences; also back up for RightFax which is our electronic fax
• Which are sorted into the appropriate folders and then printed if necessary, Pulls charts for coping service for ROI request
• Also, I file back charts that have been requested by the physician /clinical staff.

• Primary back-up for Release of Information, and file-room clerk
• Completed and mastered hospital census for up to 300 patients
• Also, I have experience in auditing and reviewing records for admission/discharge as needed
• Maintained spreadsheets for death, litigation, and inactive files
• Prepared and distributed correspondence, reports
• Pulled medical records as requested for internal and external audits as well as processing film requests (knowledge of MS 6000)
• Used all possible checks to locate missing charts in two to three different systems
• Utilizing critical thinking skills to research charts not in file
• Filed charts back into terminal digit filing system when they are admitted and discharged
• Sort/ File loose papers in chart
• Prepared records for all new patients
• Verified patient name, date of birth and patient case # and confirms dates
• Record maintenance, staff training, and Communicates status of chart requests to supervisor
• Answered all calls with department name and identified self
• Kept patient records and conversations confidential
• Provided excellent customer service to internal and external staff
• Communicated with coworkers regarding work/workflow issues
• Knowledge of computer terminals, general office equipment
• Performed other duties as assigned.