Diamond Laney
Raleigh Capitol ENT
Raleigh,NC
10
years of professional experience
Dynamic Patient Care Coordinator with a proven track record at Raleigh Capitol ENT, excelling in appointment scheduling and patient relations. Leveraged critical thinking to streamline processes, enhancing patient satisfaction and reducing wait times by implementing an effective reminder system. Committed to HIPAA compliance and fostering strong relationships with patients and providers.
Work History
Patient Care Coordinator
5 Years 5 Months- Scheduled patient appointments, coordinating new visits, follow-ups, and procedure availability across providers.
- Verified insurance benefits and eligibility, ensuring accurate coverage details before patient encounters.
- Obtained prior authorizations for specialty services, supporting timely treatment approvals.
- Managed referral documentation and updated patient records within electronic medical systems.
- Communicated appointment instructions, preparation requirements, and care details to patients by phone.
- Coordinated with clinical staff to resolve scheduling conflicts and maintain efficient patient flow.
- Collected, reviewed, and organized intake forms to support accurate chart completion.
- Assisted patients with billing questions, account updates, and next-step coordination.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered excellent patient experiences and direct care.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Trained new staff on filing, phone etiquette and other office duties.
- Organized patient records and database to facilitate information storage and retrieval.
- Followed document protocols to safeguard confidentiality of patient records.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Trained new staff on patient care coordination best practices, enhancing team effectiveness and patient support.
Area Supervisor
4 Years 2 Months- Supervised sales floor operations, ensuring timely recovery, merchandising, and customer service standards.
- Trained associates on register procedures, fitting room routines, and daily store processes.
- Monitored stockroom organization to support efficient replenishment and inventory flow.
- Resolved customer concerns quickly while maintaining professional service and store policies.
- Coordinated opening and closing tasks, including cash handling and operational readiness.
- Checked merchandise presentation for compliance with pricing, signage, and brand standards.
- Supported team scheduling, task delegation, and shift coverage to maintain productivity.
- Identified shrink risks and enforced safety procedures throughout assigned departments.
- Provided ongoing coaching to staff members, promoting skill development and career progression.
- Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations.
- Resolved conflicts between employees by mediating discussions that led to mutually beneficial outcomes.
- Reduced employee turnover by fostering a positive work environment and providing opportunities for professional growth.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Collaborated with HR department for recruitment, selection, and onboarding of new employees, resulting in the formation of high-performing teams.
- Conducted regular performance reviews to provide feedback and identify areas for improvement, enhancing overall team productivity.
- Tracked hours and inventory usage, and prepared associated reports.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
Education
Associate of Science - Medical Assisting
Skills
Critical thinking skills
HIPAA compliance
Appointment scheduling
Organizational skills
Customer service
Patient relations
Attention to detail
Insurance verification
Patient care coordination
Patient care
Patient confidentiality
Verbal and written communication
Scheduling
Medical terminology
Goal setting
Follow-up care
Patient registration
Office administration
Relationship building
Payment collection
Registration and scheduling
Insurance verifying
Patient intake
Timeline
Patient Care Coordinator
Raleigh Capitol ENT
05.2021 - CurrentRead More
Area Supervisor
Ross Dress for Leas
03.2017 - 05.2021Read More
Miller-Motte Technical College
Associate of Science from Medical Assisting
Read More