Fiona Paul

Patient Communication, Care Coordination, Customer Service, & Support:

• Managed incoming and outgoing calls with patients, pharmacies, and medical offices addressing needs and concerns, and ensured appropriate follow-up
• Reviewed standard and urgent and lab results and effectively helped patients in understanding their results, treatment options, medication instructions, potential side effects and/or interactions
• Exercised transparency by informing patients of expected procedures and processes, risks, benefits, alternatives, as well as educated patients on medication instructions
• Assisted clinicians with medication orders, lab requests, referrals, and follow-up actions
• Facilitated and ensured smooth communication between patients and clinicians for an effective delivery of care
• Delivered high-quality service by resolving patient inquiries and concerns in a compassionate, considerate, kind manner, and with focus on making each interaction a one-call resolution, as well as ensuring overall satisfaction

COVID-19 & Administrative Support:

• Was among few selected staff to temporarily assist with scheduling in-office COVID-19 vaccinations for patients at the height of Covid-19 pandemic
• Temporarily assisted administrative tasks, including generating work/school notes, faxing forms, and attaching patient documentation to charts

Prior Authorization Management:

• Reviewed and processed medication and equipment (DME) authorization requests for patients
• Communicated with insurance companies for approval/denial outcomes and identified opportunities for process improvement to enhance efficiency and reduce turnaround time for approvals
• Ensured accurate documentation to minimize rejections
• Collaborated with clinicians on alternative treatment options when requested treatments were not approved through prior authorization process

Daily Lab Errors PCC/ Administrative & Data Management :

• Performed administrative tasks such as data entry
• Reviewed & addressed high volumes of issues and discrepancies with sent out patient lab tests, and lab orders as explained by lab vendors, in order to establish resolution
• Served as a liaison between different departments within the organization (on site staff, lab vendors, and Aftercare clinicians etc.)

STAT Diagnostic Imaging / Radiology reports team PCC (most current duties) :

• Managed patients' STAT outpatient imaging appointments, followed scheduling procedure protocols, and coordinated with on site staff to optimize efficiency with appointment scheduling
• Treated STAT imaging cases with urgency ensuring imaging reports were obtained and received in a timely manner & submitted for clinician review
• Communicated directly with radiology facilities ensuring timely follow up for routine/standard reports, addendum requests, and utilized attention to detail to ensure studies were accurately reflected in the imaging orders
• Appropriately escalated and paid special attention to cases that have not had appropriate follow up, as well as highest priority imaging orders that expressed potential to be life threatening conditions
• Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
• Demonstrated strong attention to detail in reviewing clinical documentation for accuracy and completeness

• Worked one on one/small groups with adult students of diverse ethnic backgrounds, by assisting them under the guidance of instructors
• Focused primarily on basic educational skills in English literacy, writing, and history
• Discovered ways to efficiently and effectively communicate with adults whom are only fluent in a language other than English

• Managed responsibility for a group of 15 to 20 children on a daily basis, to lead in engaging recreational activities, including sports, arts and crafts, and team-building exercises
• Worked closely with Division Leader to ensure safety of all children, manage children's behavior, and act as a role model and mentor
• Identified signs of emotional and developmental problems in children and reported to parents
• Modeled appropriate activities and positive behavior management
• Promoted good behavior by using the positive reinforcement method
• Appropriately reported parent complaints and comments to managers

• Pleasantly and courteously interacted with children and families in a playful and educational environment
• Monitored exhibits to ensure activities were smoothly run