Donna Koschalk
Heiskell,TN
Summary
Dedicated and dependable professional with a proven track record in customer service and collaborative teamwork. Excellent telephone communication skills and proficiency in Excel and various web-based applications. Highly organized, proactive, and punctual, consistently contributing to a positive team environment.
Overview
34
34
years of professional experience
Work History
UMAC 2
Humana/OneHome/Home Solutions
04.2021 - Current
- Built authorizations for inpatient, outpatient and Home Health, Worked QIOs, working mostly Home Health.
- Worked NLP, IVR and recently multiple requests.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Division Support Assistant
University of Tennessee Medical Center
07.2002 - 04.2021
- Created and maintained filing system for accurate records management.
- Improved team performance by devising successful training methods and programs.
- Provided administrative support to healthcare teams, enhancing workflow efficiency and patient care delivery.
- Assisted in scheduling appointments, managing calendars, and coordinating communication between departments.
- Managed inventory of office supplies and medical materials, ensuring timely replenishment to maintain operational readiness.
- Developed training materials for new staff, facilitating onboarding processes and improving team performance.
- Enhanced customer satisfaction by addressing and resolving support inquiries in a timely manner.
- Assisted in the development of training materials and resources for the support team to enhance overall performance levels.
- Adapted quickly to changing priorities while managing daily caseloads efficiently under tight deadlines.
- Mentored junior staff members on proper documentation techniques enabling more effective tracking of case progress.
- Organized and developed filing systems for important documents and personal information, maintaining accessibility for associated personnel.
- Monitored office supplies and re-ordered, working with senior staff to keep desired supplies in stock for seamless office functionality.
- Served as a liaison between the technical team and customers during complex troubleshooting scenarios, ensuring clear communication throughout the process.
- Answered phone calls promptly and professionally, directing callers to appropriate personnel.
- Trained new support assistants, sharing knowledge of company policies, procedures, and software systems.
- Scheduled and coordinated meetings and personal schedules of executives and team members.
- Created, prepared, and delivered reports to various departments.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Certified Nursing Assistant, Unit Secretary
University of Tennessee Medical Center
06.1992 - 07.2002
- Sorted and distributed mail to specified recipient and sent outgoing mail on behalf of business.
- Answered phone to respond to questions and route callers to appropriate employee.
- Assisted in daily patient care, ensuring comfort and safety during procedures.
- Monitored vital signs and documented changes in patient conditions accurately.
- Trained new nursing assistants on best practices and hospital protocols effectively.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Greeted visitors to welcome, provide directions and offer general information.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
Education
GED -
Fulton High School
Knoxville, TN05-1980
Skills
- Friendly, positive attitude
- Data management
- Organizational skills
- Working collaboratively
- People skills
- Teamwork and collaboration
- Attention to detail
- Dependable and responsible
- Multitasking Abilities
- Excellent communication
- Computer skills
- Active listening
Timeline
UMAC 2
Humana/OneHome/Home Solutions
04.2021 - Current
Division Support Assistant
University of Tennessee Medical Center
07.2002 - 04.2021
Certified Nursing Assistant, Unit Secretary
University of Tennessee Medical Center
06.1992 - 07.2002
GED -
Fulton High School
ADDITIONAL INFORMATION
- I have been working in Case Management and Utilization Review for the past 18 years.
- I have used various programs to load cases to insurance companies. Examples Humana, Availity, UHC, and Navinet.
- As the Division Support Assistant, I have a variety of clerical experience.
- I have acted as a UM Clerk as turnover in the Utilization Department required.
- So I have a good understanding of the Utilization process.
- I currently help load Humana cases on Availity with attaching clinical when needed.