Destiny Cooper
Memorial Sloan Kettering Hospital
Fresh Meadows,NY
1
Certification
7
years of professional experience
Certified Clinical Medical Assistant with 7+ years of clinical and medical administrative experience in oncology, orthopedic, urgent care, and specialty practice settings. Proficient in Epic EMR, surgical scheduling, insurance verification, prior authorizations, referrals, and delivering compassionate, patient-centered care. Recognized for managing high-volume workflows, maintaining HIPAA compliance, and providing exceptional support to patients, providers, and multidisciplinary healthcare teams.
Work History
Medical Coordinator
1 Year 2 Months- Delivered high-quality patient care in a fast-paced outpatient oncology practice by rooming patients, obtaining vital signs, and documenting medical histories, medications, allergies, and chief complaints using Epic EMR.
- Assisted physicians and advanced practice providers with examinations, procedures, and treatment plans while ensuring patient comfort, safety, and privacy.
- Utilized Epic EMR to accurately document patient encounters, update electronic medical records, process orders, and maintain clinical documentation.
- Performed venipuncture, specimen collection, point-of-care testing (POCT), EKGs, and other clinical procedures in accordance with provider orders and institutional protocols.
- Administered medications, injections, and topical treatments under provider supervision while monitoring patients for adverse reactions.
- Verified insurance eligibility, obtained prior authorizations, and coordinated referrals to support timely patient care and treatment.
- Prepared, cleaned, and stocked examination rooms while maintaining infection prevention, OSHA, and safety standards.
- Assisted with prescription refill requests, laboratory orders, imaging orders, and coordination of follow-up appointments.
- Educated patients and families on medications, treatment plans, procedures, and follow-up instructions while providing compassionate, patient-centered care.
- Collaborated with physicians, nurses, medical assistants, and multidisciplinary healthcare teams to ensure efficient patient flow and continuity of care.
- Maintained HIPAA compliance by safeguarding confidential patient information and ensuring accurate documentation within Epic EMR.
- Managed medical supply inventory, monitored equipment and clinical supplies, and contributed to workflow improvements that enhanced efficiency and patient satisfaction.
Medical Secretary/ Surgical Coordinator (float)
8 Months- Coordinated high-volume patient scheduling, follow-up appointments, provider calendars, and patient registration using Epic EMR in a fast-paced multi-provider medical practice.
- Scheduled and coordinated surgical procedures, follow-up visits, and specialty appointments while ensuring accurate documentation and provider availability.
- Verified insurance eligibility and benefits, obtained prior authorizations, processed referrals, and assisted with insurance claims and billing inquiries.
- Maintained accurate electronic medical records (Epic EMR), ensuring HIPAA compliance and the confidentiality of all patient information.
- Managed front desk operations including patient check-in/check-out, demographic and insurance verification, appointment scheduling, and payment collection.
- Answered and triaged a high volume of incoming calls using a multi-line phone system, prioritized urgent requests, routed messages, and coordinated communication between physicians, patients, pharmacies, and clinical staff.
- Facilitated prescription refill requests, prescription prior authorizations, and referrals to specialists to ensure continuity of patient care.
- Documented patient medical histories, insurance information, physician orders, and provider communications using medical terminology and Epic EMR.
- Sent appointment reminders, managed cancellations and rescheduling requests, and optimized provider schedules to reduce patient no-shows.
- Delivered exceptional customer service by resolving patient concerns, answering questions, and creating a welcoming and professional patient experience.
- Collaborated with physicians, nurses, medical assistants, and ancillary departments to support efficient office workflow and coordinated patient care.
- Trained and onboarded new employees on Epic EMR, office procedures, scheduling workflows, HIPAA regulations, and daily administrative operations.
- Maintained organized medical records, monitored office supply inventory, and supported administrative functions to improve office efficiency and productivity.
- Assisted in developing and implementing workflow improvements that enhanced patient flow, increased operational efficiency, and supported quality patient care.
Medical Assistant
6 Years- Progressed from Medical Assistant Intern to a permanent Medical Assistant role based on strong clinical performance and professionalism.
- Assisted physicians in delivering high-quality patient care in a fast-paced urgent care setting.
- Roomed patients, obtained and documented vital signs, medical histories, allergies, and current medications using medical terminology and EHR systems.
- Performed venipuncture, specimen collection, point-of-care testing (POCT), and CLIA-waived laboratory testing in accordance with provider orders.
- Collected and processed blood, urine, and stool specimens while preparing laboratory requisitions for transport.
- Assisted with wound care, suture removals, dressing changes, injections, and other in-office procedures while maintaining sterile technique.
- Prepared, cleaned, and sterilized examination rooms, instruments, and medical equipment following OSHA and infection control standards.
- Assisted with prescription refill requests, referrals, and patient follow-up care as directed by providers.
- Updated electronic medical records with patient histories, medications, allergies, laboratory results, and provider documentation while maintaining HIPAA compliance.
- Supported efficient patient flow by preparing exam rooms, stocking medical supplies, and collaborating with physicians and clinical staff.
- Provided compassionate, patient-centered care to pediatric, adolescent, adult, and geriatric patient populations.
- Educated patients on treatment plans, medications, and follow-up instructions while ensuring an exceptional patient experience.
Appeals Representative
1 Year 7 Months- Reviewed and analyzed medical and dental claims, patient records, and payer guidelines to ensure accurate claims adjudication and compliance with health plan policies.
- Investigated member and provider appeals by evaluating supporting documentation, medical records, and benefit determinations to facilitate timely resolutions.
- Processed medical and dental claims while maintaining accuracy, productivity, and quality assurance standards.
- Utilized claims processing systems, PPO network resources, and internal databases to research cases, update documentation, and ensure accurate reimbursement.
- Coordinated with members, providers, insurance carriers, and internal departments to resolve claims issues and appeal inquiries efficiently.
- Drafted professional appeal correspondence and communicated claim determinations clearly while maintaining confidentiality and regulatory compliance.
- Prioritized a high-volume workload, managed multiple case assignments, and consistently met turnaround time and performance metrics.
- Identified claim discrepancies, researched complex issues, and implemented appropriate resolutions to improve operational efficiency and member satisfaction.
- Maintained accurate documentation of all claim activity, appeal decisions, and case notes in accordance with HIPAA, CMS, and company policies.
- Delivered exceptional customer service by resolving escalated issues, answering benefit-related questions, and building positive relationships with members and healthcare providers.
- Collaborated with cross-functional teams to improve workflow efficiency, ensure regulatory compliance, and support quality healthcare outcomes.
Customer Service Representative
10 Months- Assisted a high volume of callers with scheduling COVID-19 vaccination appointments while adhering to CDC and Department of Health guidelines.
- Delivered exceptional customer service by answering questions, resolving concerns, and providing accurate information in a fast-paced call center environment.
- Assessed caller needs to determine appropriate appointment locations, eligibility requirements, and scheduling options.
- Documented all patient interactions accurately in electronic databases while maintaining confidentiality and data integrity.
- Coordinated interpreter and translation services to ensure equitable access to healthcare services for non-English-speaking patients.
- Educated callers on vaccine eligibility, appointment preparation, public health guidance, and available community resources.
- Met and exceeded quality assurance, productivity, and call handling performance metrics while maintaining accuracy and professionalism.
- Collaborated with supervisors and cross-functional teams to resolve complex scheduling issues and improve the patient experience.
- Identified workflow improvements that streamlined scheduling processes, increased operational efficiency, and enhanced customer satisfaction.
- Maintained comprehensive knowledge of evolving CDC and Department of Health policies to provide current and accurate information to the public.
- Demonstrated strong problem-solving, conflict resolution, and de-escalation skills while assisting patients with urgent concerns.
- Managed sensitive patient information in compliance with privacy and confidentiality standards while providing compassionate, patient-centered service.
Education
No Degree
Certified Clinical Medical Assistant
High School Diploma
Skills
Epic EMR
eClinicalWorks
Surgical Scheduling
Patient Scheduling
Patient Registration
Insurance Verification
Prior Authorizations
Referrals
Medical Records Management
HIPAA Compliance
Medical Terminology
Venipuncture & Phlebotomy
Vital Signs
EKG
Specimen Collection
Point-of-Care Testing (POCT)
Patient Care
Microsoft Office Suite
Certification
CCMA-NHA
BLS/CPR-AHA
Timeline
Medical Coordinator
Memorial Sloan Kettering Hospital
11.2024 - 01.2026Read More
Medical Secretary/ Surgical Coordinator (float)
Hospital for Special Surgery, Sports Medicine
06.2023 - 02.2024Read More
Appeals Representative
United Healthcare Group
11.2021 - 06.2023Read More
Customer Service Representative
Aerotek Department of Health
01.2021 - 11.2021Read More
Medical Assistant
Glendale Urgent Care
10.2018 - 10.2024Read More
Wagner College
No Degree
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Stepful Inc.
Certified Clinical Medical Assistant
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Keystone National High School
High School Diploma
Read More