Dondria Livingston
Atlanta,GA
Summary
Accomplished Patient Coordinator with a proven track record at Golden Eagle Wings, enhancing patient satisfaction through expert appointment scheduling and insurance verification. Skilled in HIPAA compliance and patient confidentiality, Significantly improved team efficiency by developing training materials and streamlining processes. A background in nursing and organizational skills ensure superior patient care coordination and education.
Overview
23
23
years of professional experience
Work History
Patient Coordinator
Golden Eagle Wings
06.2023 - Current
- Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
- Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients.
- Managed 40 incoming calls from patients, directing them appropriately while maintaining confidentiality at all times.
- Worked with patients to schedule tests and procedures.
- Coordinated referrals to specialists as needed, following up with patients to confirm appointments and provide necessary information.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Delivered excellent patient experiences and direct care.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
Healthcare Customer Service Representative
Monarch Villa Assisted Living
04.2009 - 06.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult around 20 conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within Monarch Villa database.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Healthcare Collections Coordinator
Sim Associates
05.2001 - 01.2009
- Developed training materials for new screeners on best practices, improving overall team efficiency and consistency in evaluation methods.
- Complied with all federal, state, and local regulations as well as company rules.
- Evaluated pre-employment assessments results to ensure proper alignment between candidate skills and position requirements.
- Trained junior collections staff in industry best practices, fostering a culture of continuous improvement within collection department.
- Negotiated settlements with delinquent account holders, securing favorable outcomes for both parties and reducing overall writeoffs.
- Developed customized payment plans for financially distressed clients, assisting them in meeting their obligations while preserving business relationships.
- Implemented early warning systems to identify potential problem accounts before they became delinquent, enabling proactive intervention and resolution efforts.
- Participated in regular credit review meetings, providing insights and recommendations on client risk profiles and account management strategies.
Education
Associate Degree In Nursing - Nursing Administration
Delaware Technical Community College
DE06.2004
High School Diploma -
Howard Highschool
Wilmington De05.2000
Skills
- Insurance Verification
- Appointment Scheduling
- Healthcare Industry Knowledge
- Patient confidentiality
- Patient Care and Education
- Electronic Records Management
- Customer Service
- Organizational Skills
- HIPAA Compliance
- Nursing background
- Patient Care Coordination
- Patient Assessment
- Filing and Recordkeeping
Timeline
Patient Coordinator
Golden Eagle Wings
06.2023 - Current
Healthcare Customer Service Representative
Monarch Villa Assisted Living
04.2009 - 06.2023
Healthcare Collections Coordinator
Sim Associates
05.2001 - 01.2009
Associate Degree In Nursing - Nursing Administration
Delaware Technical Community College
High School Diploma -
Howard Highschool
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