Felicia McColl
Maxton,NC
Summary
Dynamic Referral Coordinator at Scotland Memorial Hospital with expertise in insurance verification and patient advocacy. Proven track record of enhancing referral processes, improving patient satisfaction, and implementing process improvements. Strong organizational skills and critical thinking abilities foster seamless communication between healthcare providers and patients, ensuring timely access to specialty care.
Overview
29
29
years of professional experience
Work History
Referral Coordinator
Scotland Memorial Hospital
Laurinburg, NC
02.2023 - Current
- Coordinated patient referrals to ensure timely access to specialty care.
- Managed communication between patients and healthcare providers for seamless referral processes.
- Utilized electronic health records (EHR) systems to track and document referral activities.
- Assisted in educating patients about referral procedures and appointment scheduling.
- Collaborated with clinical staff to prioritize urgent referrals based on patient needs.
- Monitored follow-up appointments to verify completion of referred services.
- Implemented process improvements that enhanced referral tracking accuracy and efficiency.
- Supported training initiatives for new team members on referral coordination best practices.
- Scheduled appointments with specialists on behalf of clients.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
- Developed and maintained strong working relationship with referral sources to streamline processing.
- Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
- Kept healthcare providers informed of referral status updates, promoting optimal continuity of care throughout the referral process.
- Enhanced patient satisfaction with timely coordination of referrals and appointments.
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Assisted with staff training initiatives related to the referral process, sharing expertise gained from professional experience.
- Implemented tracking system for referral outcomes, enabling continuous improvement of referral process.
- Developed strong relationships with healthcare providers to ensure broad network of specialists for patient referrals.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Front Office Lead
Wolonick Family Practice
Laurinburg, NC
03.2007 - 2023
- Assisted in managing front office operations and customer inquiries efficiently.
- Coordinated scheduling and appointment management for optimal office flow.
- Supported team in maintaining a professional and welcoming environment for clients.
- Learned to utilize office software for effective document management and communication.
- Contributed to inventory tracking of office supplies to ensure availability.
- Adapted quickly to new procedures and tools, enhancing overall team productivity.
- Demonstrated strong leadership skills by mentoring junior staff members on proper procedures and etiquette for dealing with customers.
- Managed financial transactions accurately, balancing cash drawers daily to prevent discrepancies or errors in accounting records.
- Oversaw daily front office operations, delegating tasks as necessary to maintain an efficient workflow.
- Handled sensitive client information discretely, adhering to strict confidentiality protocols at all times.
- Collaborated with management to identify areas for improvement, leading to increased overall productivity within the team.
- Maintained a clean and organized workspace to ensure smooth front office operations and a positive environment for guests.
- Participated in training sessions to enhance customer service skills and knowledge.
- Served as a liaison between guests and other departments within the company, facilitating clear communication channels to address concerns efficiently.
- Assisted with the recruitment and hiring process for new front office employees, selecting candidates who demonstrated strong customer service skills and a commitment to excellence.
- Developed strong relationships with vendors, ensuring timely delivery of supplies and services needed for optimal front office performance.
- Enhanced front office efficiency by streamlining administrative processes and implementing new organizational systems.
- Resolved conflicts between staff members diplomatically, fostering a cohesive team dynamic that facilitated smooth daily operations.
Associate Manager
Kentucky Fried Chicken
Rockingham NC
05.1996 - 03.2007
- Supervised daily operations to ensure consistent food quality and service standards.
- Trained and mentored new team members on operational procedures and customer service excellence.
- Implemented inventory management practices, reducing waste and improving supply chain efficiency.
- Monitored staff performance, providing feedback to enhance productivity and teamwork.
- Coordinated shift schedules to optimize labor resources during peak hours.
- Enforced health and safety regulations to maintain compliance with industry standards.
- Assisted in developing promotional campaigns, driving increased customer engagement and sales revenue.
- Resolved customer complaints swiftly, enhancing overall dining experience and satisfaction levels.
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Mentored junior team members, contributing to their professional growth and skill development.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Education
High School Diploma -
Marlboro County High School
Bennettsville, SC06.1998
Skills
- Pre-authorizations
- Insurance verification
- Medical terminology
- Multi-line phone proficiency
- Patient scheduling
- Medical terminology knowledge
- Data entry proficiency
- Appointment scheduling
- Accurate documentation
- Follow-up coordination
- HIPAA regulations
- Notetaking and documentation
- Database management
- Record preparation
- Physician authorizations
- Multi-line telephone operation
- Organizational growth
- Healthcare systems
- Medical scheduling
- Referring physician communication
- Electronic patient charts
- Appointment reminders
- Physician reports
- Insurance precertification processes
- Referral tracking
- Outbound calls
- HIPAA guidelines
- Epic systems
- Utilization management
- Critical thinking
- Records maintenance
- Schedule management
- Medical clinical procedures
- Patient care assessment
- Electronic medical record software
- Process improvement
- Health information systems
- Patient advocacy
- Decision-making
- Codes compliance
- Risk management
- Quality control
- Employee work scheduling
- Patient safety
- Problem identification
- Medicare compliance
- Inventory and restocking
- Employee supervision
Timeline
Referral Coordinator
Scotland Memorial Hospital
02.2023 - Current
Front Office Lead
Wolonick Family Practice
03.2007 - 2023
Associate Manager
Kentucky Fried Chicken
05.1996 - 03.2007
High School Diploma -
Marlboro County High School