Felisha Pope
Cleveland,OH
Summary
Motivated Health Information Manager with 7 years of experience in medical recordkeeping. Adept at office administration and Microsoft use. Committed to accurate data entry with a talent for account management. Motivated individual brings focus on team-work and desire to expand with warehouse team. Eager to learn roles and advance professionally to help team deliver goods on-time and meet high demand in fast-paced environment.
Overview
29
29
years of professional experience
Work History
Patient Access Representative
Cleveland Clinic
Main Campus
04.2025 - Current
- Coordinated patient appointments and managed scheduling systems to enhance access to care.
- Processed insurance verifications, ensuring compliance with policies and reducing claim denial
- Improved patient flow by optimizing check-in processes and minimizing wait times.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Enhanced data accuracy with meticulous verification of patient information and insurance details.
- Enhanced patient experience, ensuring welcoming environment from first point of contact.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Owner/Operator
Daylynbrand's Cleaning and Janitorial Service
Cleveland, OH
08.2018 - Current
- Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
- Led startup and creation of operational procedures and workflow planning.
- Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
- Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
- Analyzed client business needs and assisted in determining appropriate resources and strategies.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Kept records for production, inventory, income and expenses.
- Resolved issues quickly through meticulous research and quick decision-making.
Warehouse Associate
Amazon
Cleveland, OH
03.2020 - 04.2023
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Packed materials and items in designated crates and boxes and properly sealed and labeled crates.
- Received deliveries, scanned packages and updated orders in internal database.
- Processed requests and supply orders and pulled materials to successfully prepare orders.
Shopper
Amazon
Cleveland, OH
04.2019 - 03.2020
- Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
- Satisfied customers with quick, accurate service under tight deadlines.
- Maintained positive relationships with grocery store personnel by being consistently professional and friendly.
- Completed pickup and shopping orders for customers within local area.
- Suggested comparable products to replace out-of-stock items.
- Scanned items when pulling from shelves to update system stock information.
Administrative Assistant
Arick's Environmental Services
Cleveland, OH
10.2012 - 03.2016
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Provided secretarial and office management support while building cooperative working relationships.
- Scheduled appointments, meetings and events for management staff.
- Coordinated appointments, meetings and conferences.
- Maintained accurate department and customer records.
- Prepared and prioritized calendars and correspondence.
- Organized both physical and digital files and updated reports to coordinate project materials.
- Directed customer communication to appropriate department personnel.
- Scheduled staff and monitored resource allocation to provide optimal coverage and service.
- Handled incoming calls and directed callers to appropriate department or employee.
- Responded to customer issues to provide immediate resolution and improve retention.
Health Information Specialist
Cleveland Clinic Hospital
Cleveland, OH
09.1997 - 02.2004
- Created and updated statistical reports required by applicable legal, accrediting and licensing health information bodies and proactively maintained current mastery of such requirements.
- Researched health information resources and accurately responded in writing and verbally to public inquiries on health topics related to infectious, immunologic and allergic diseases.
- Upgraded medical record documentation system to meet federal and state regulations, continually monitored medical records and contacted physicians for deficient or delinquent data.
- Addressed customer information requests promptly and courteously, maintained strict confidentiality and respect and identified potential improvements to inquiry response processes.
- Worked with physicians and nurses to find methods to improve quality of patient health documents and records.
- Maintained positive working relationship with fellow staff and management.
- Handled incoming calls and directed callers to appropriate department or employee.
- Answered questions and fulfilled requests with friendly and knowledgeable service.
- Pulled patient records and transferred information to appropriate parties.
- Safeguarded medical records to maintain patient confidentiality.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Released information to persons or agencies according to regulations.
- Set up patient charts and documented information in various company software.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Located and retrieved files, assisting public with general information.
- Purged inactive files and destroyed obsolete files following procedures.
- Mentored junior team members and managed employee relationships.
Education
Associate of Science - Health Administration
Bryant And Stratton College - Newport News
Newport News, VA05-2024
Skills
- Quality Assurance
- Goal Setting
- Policy Development and Enforcement
- Focus and Follow-Through
- Team Leadership
- Decision Making
- Recruitment and Hiring
- Assignment Delegation
- Performance Evaluation and Monitoring
- Customer Service Management
- Employee Motivation
- Staff Scheduling
- Problem Anticipation and Resolution
- Shipping and Receiving
- Product Verification
- Physical Strength and Stamina
- Manual Dexterity
- Standards Compliance
- Quality Assessment and Assurance
- Problem Solving
- Visual Inspection
- Loading and Unloading
- Warehouse Operations
- Wrapping and Boxing
- Attention to Detail
- Stacking and Staging
- Microsoft Office
- Inventory Tracking
- Data Entry
- 10-Key Proficiency
- Meeting Planning
- Inventory Systems
- Transporting Files
- Program File Distribution
- Customer service
- Insurance verification
Education and Training
true,other
Timeline
Patient Access Representative
Cleveland Clinic
04.2025 - Current
Warehouse Associate
Amazon
03.2020 - 04.2023
Shopper
Amazon
04.2019 - 03.2020
Owner/Operator
Daylynbrand's Cleaning and Janitorial Service
08.2018 - Current
Administrative Assistant
Arick's Environmental Services
10.2012 - 03.2016
Health Information Specialist
Cleveland Clinic Hospital
09.1997 - 02.2004
Associate of Science - Health Administration
Bryant And Stratton College - Newport News