ERICA L. ROBINSON
Lynchburg,VA
Summary
Highly motivated professional with 20+ years of experience in the Healthcare Industry. Diverse background in healthcare includes Primary Care, Women’s Health, and Mental Health services. Extensive knowledge in Care Coordination, Enrollment, Insurance Referrals, Provider Relations, Healthcare Operations, Patient Access & Engagement, and EHR/EPM Systems Integration. Goal oriented & results driven with a heavy focus on Patient Services, Advocacy and Success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Client Success Associate (Implementation Operations Lead) Associate Data Analyst
Optum Tech, Part of UnitedHealth Group
11.2022 - Current
- Manage the operational workstream for new and existing implementations on Optum’s Patient Access and Engagement platform
- Responsible for the successful onboarding and maintenance of health care organizations, medical providers, and treatment locations to our online appointment scheduling (OAS) services, ultimately helping connect patients to health care providers and other medical services
- Integrate the OAS software with various Electronic Practice Management systems (EPMs) to include Epic, Athena, NextGen, Allscripts, Cerner, Advanced MD, and others
- Analyze and translate data using manual efforts and API processes to integrate Providers on Platform
- Ensure client’s scheduling requirements are met by leveraging technical systems and personal interaction to understand client needs and communicate them to cross functional teams within the organization
- Work with client as an advisor, offering them digital scheduling solutions, conducting trainings, User Acceptance Testing (UAT) and feedback collection sessions to improve engagement
- Maintain 3-4 clients at a time, each one with varying complexities per implementation including provider & location count, appointment setting preferences, and other build related requirements
- Implement strategies and processes that deliver consistent customer satisfaction and retention
- Advocate for solutions, product enhancements and improvement of operational workflows
- Utilize product knowledge, problem-solving skills, and training to enhance customer engagements and achieve successful outcomes
- Utilize JIRA Ticketing System to troubleshoot product issues, submit product feature enhancements, streamline workflow tasks, communicate client requests, and support additional project management needs of the team.
Advanced Medical Support Assistant
Department Of Veterans Affairs, Salem VAMC VISN 6, Lynchburg Community Based Outpatient Clinic
09.2016 - 11.2022
- Provided specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model
- Use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources
- Provided recommendations regarding changes to existing clinic procedures based on current administrative guidelines
- Coordinate with the patient care team to review clinic appointment availability and utilization to ensure that clinics schedules are closely monitored and make adjustments as necessary
- Interview and train new hires on AMSA duties
- Perform timekeeper duties, patient advocate and service recovery at the Primary care service level
- Call in daily morning reports with Specialty Chiefs and VISN leaders
- Completed FLMA, Short Term and Long-Term disability forms in compliances with governmental laws
- SME on The Mission Act of 2018 and provided extensive coordination of Veterans with the community care programs through VACCN partnerships
- Demonstrated the ability to oversee staffing requirements and correlate work to complete duties in a timely manner including following up with issues
- Responded to complex concerns including OIG complaints while ensuring that quality service is rendered in a competent, timely and caring manner
- Organize work with guidance from the supervisor as to meet local and VA-wide time frames to complete reports and assignments and only advising supervisor of technical issues.
Patient Access Coordinator Team Lead
Women’s Health Services of Central Virginia
03.2007 - 05.2016
- Lead patient care coordinator and supervisory backup of OB/GYN office
- Followed company policies and procedures associated with the check in process to include taking inbound phone calls, performing pre-registration, collecting all pertinent data, collecting payments, verification of insurance eligibility and coordinating with the insurance coordinator
- Completed patient call-backs and documented call activities
- Provided high quality customer service, participated in a team environment
- Oriented new employees and provided additional training to current staff members on the processes and procedures of the front desk department.
Education
Advanced High School Diploma -
E.C.Glass High School
Lynchburg, VAAssociates Degree – Health Administration -
Miller-Motte Technical College
Lynchburg, VASkills
- Leadership/Management
- Self-Starter
- Data Analysis
- Strategic Planning
- Customer Success
- User Acceptance Testing
- API Strategies
- Utilization Review
- Solution-Oriented
- Demonstrated Attention to Detail
- Clinical Operations
- Training & Onboarding
- Team Building/Staff Development
- Critical Thinking
- Conflict Resolution
- Effective Oral/Written Communication
- Microsoft Office Suite
- Microsoft Teams
- Visio
- Smartsheet
- JIRA
- SharePoint
Other Information
- Employee of the Month November 2017, Department of Veterans Affairs
- Non-Supervisory Lead Development program completion June 2019, Department of Veterans Affairs
Timeline
Client Success Associate (Implementation Operations Lead) Associate Data Analyst
Optum Tech, Part of UnitedHealth Group
11.2022 - Current
Advanced Medical Support Assistant
Department Of Veterans Affairs, Salem VAMC VISN 6, Lynchburg Community Based Outpatient Clinic
09.2016 - 11.2022
Patient Access Coordinator Team Lead
Women’s Health Services of Central Virginia
03.2007 - 05.2016
Advanced High School Diploma -
E.C.Glass High School
Associates Degree – Health Administration -
Miller-Motte Technical College
Similar Profiles
Tanya AyersTanya Ayers
Regional Operations Manager at Optum Health - a Part of UnitedHealth GroupRegional Operations Manager at Optum Health - a Part of UnitedHealth Group
Ivette WoodsIvette Woods
Medical Billing Specialist at RIVESIDE MEDICAL GROUP- UNITEDHEALTH GROUP OPTUMMedical Billing Specialist at RIVESIDE MEDICAL GROUP- UNITEDHEALTH GROUP OPTUM
Kelli SantosKelli Santos
Senior Case Manager at Optum, UnitedHealth GroupSenior Case Manager at Optum, UnitedHealth Group