GAIL D. ALSTON-DENNIS
Spring Lake,NC
Summary
Dedicated and focused Administrative Assistant who excels at prioritizing, completing multiple tasks simultaneously, problem solver within my department and following though to achieve project goals. Highly organized in preparing documentation, schedules and communications. I am seeking a role of increased responsibility and authority.
Overview
21
21
years of professional experience
Work History
Access Specialty II - Remote
Duke Health
07.2022 - Current
- Handled administrative duties, by answered incoming calls, scheduled new and return appointments by using Epic program.
- Answered constant flow of customer telephone calls promptly to avoid on-hold wait times and with minimal wait times.
- Actively listened and resolved customer complaints with empathy, handled concerns quickly and escalated major issues to supervisor.
- Scheduled all new referrals with in reasonable time and send letter out to patient we can not reach.
- Check and respond to providers and nurses messages from the in basket with 24-72 hours. Depend on what they need.
- Do bumped call assignments and have them complete within 1 week.
- Coordinate both procedures and ancillary visits within a specific period of time established for each procedure
- Help assist patient with both Dr. appointment and Radiology appointment on the same day, when requested.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Access Specialty II - Remote
Duke Health
07.2022 - 10.2023
- Handled administrative duties, by answered incoming calls, scheduled new and return appointments by using Epic program.
- Use all available resources to contact the patient, including phone numbers, MyChart account, and email while following compliance guidelines. If the patient is ready to schedule, make the appointment following the scheduling algorithms. Provide detailed information about the reason for the call. Be prepared for questions, remain attentive, and resolve complex tasks.
- Answered constant flow of customer telephone calls promptly to avoid on-hold wait times and with minimal wait times.
- Actively listened and resolved customer complaints with empathy, handled concerns quickly and escalated major issues to supervisor.
- Scheduled all new referrals with in reasonable time and send letter out to patient we can not reach.
- Do bumped call assignments and have them complete within 1 week.
- Coordinate both procedures and ancillary visits within a specific period of time established for each procedure.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Excellent trainer with new employees that come on our team with details of our daily work flow.
Lowes home Improvement
Sanford, NC
03.2022 - 07.2022
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to customers and responded quickly to customer and associate needs.
- Ensured accurate receiving, stocking, and replenishing of merchandise,
- Followed proper lifting guidelines, handled hazardous materials, replaced damaged shelving, organized backroom, charged equipment, organized merchandise and top stock.
Medical Office Assistance
UNC Specialty Care at Sanford
11.2020 - 06.2022
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing and addressing concerns and answering questions as needed.
- Updated patient information and insurance details for accurate electronic medical records.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
- Assist in other front duties needs: scanned, printed and sent letters out, faxed, handled registration/referrals, filing, runner for mail, answered inbox requests
Administrative Associate
UNC Hospital of Pulmonary Specialty Clinic
01.2020 - 11.2020
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing and addressing concerns and answering questions as needed.
- Updated patient information and insurance details for accurate electronic medical records.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
- Assist in other front duties needs: scanned, printed and sent letters out, faxed, handled registration/referrals, filing, runner for mail, answered inbox requests
Program Support Specialist
The Carolinas Center for Medical Excellence
08.2008 - 01.2020
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
- Process large volume of denial letters for data entry and mail preparation.
- Coordinate all archived files and maintain accurate chronological records for all contracts assigned.
- Answer an average of 60-75 calls per day and provide direct assistance to the callers. Applied strategies which successfully reduced unnecessary call transfers by 20% over the last 12 months.
- Accurately enter and track over 40 billing tasks per week resulting in the timely payment of over 100 NC providers on a weekly basis.
- Provide training and supervision for 13 staff members over a span of 5 years.
- Process and mail Physician Consultation (PC) notifications for the review twice a week and retrieve PC signature notifications received via fax daily and upload documents to the correct Case ID in ChoicePA a web-based system maintained by CCME.
Technician, Review and Support
The Carolinas Center for Medical Excellence
08.2006 - 08.2008
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Processed 100 + medical record consents per week
- Tracked medical record from initiation to receipt
- Redesigned and implemented more efficient filing system in the medical records room to reduce down time.
- Compiled, processed, and distributed medical records to field staff and collected additional information from an average of 50-60 providers per month
- Accomplished multiple tasks within established timeframes.
Technician, Prior Approval of Therapies
The Carolinas Center for Medical Excellence
02.2003 - 08.2006
- Managed incoming communications via all mediums for team of 75 plus staff members
- Accurately maintained client files to prevent errors or improper sharing of protected health information
- Performed data entry for 100 clients per week
- Compiled all incoming communications to create client charts for the clinicians, (60-70 per week)
- Used multiple online processing systems to correctly encode the approval outcomes for 60-70 clients per week
- Trained as a backup for the company call center. Provided relief to the call center 3-4 times per month
- Confirmed monthly billing actualizations and handled miscellaneous billing inquiries.
- Organized and prepared billing documentation.
- Provided medical billing and coding duties.
Education
Certified - Medical And Dental Office
Branford Hall School of Business
Branford, CT06.1994
Certificate - Certified Nurse Assistance
Gateway Community College
New Haven, CT01.1990
Diploma -
James Hill House High School
New Haven, CT06.1989
Skills
- Microsoft Windows Applications: Proficient in Word, Excel, PowerPoint, and Outlook 2010
- Adobe Acrobat X Pro and online Certificates Courses on IHI (Institute for Healthcare Improvement)
- Quickbooks
- First Aid, CPR and AED Certification
- Work Planning, Prioritization and Detail Oriented
- Strong problem solver and Creative Thinking
- Coordinate Company Events
- Team Leadership
- Team Collaboration
- Work Planning and Prioritization
- Meeting Coordination
- Administrative Support
- Remote Work Experience
Accomplishment
I have increased office organization by developing more efficient filing systems and customer database protocols. I'm in the position of a team lead in shadowing and training old and new employees. The training booklet was created by me for two of the companies I worked for. Successfully planned and executed corporation meetings, lunches and special events for groups of up to 150 employee
Timeline
Access Specialty II - Remote
Duke Health
07.2022 - Current
Access Specialty II - Remote
Duke Health
07.2022 - 10.2023
Lowes home Improvement
Sanford, NC
03.2022 - 07.2022
Medical Office Assistance
UNC Specialty Care at Sanford
11.2020 - 06.2022
Administrative Associate
UNC Hospital of Pulmonary Specialty Clinic
01.2020 - 11.2020
Program Support Specialist
The Carolinas Center for Medical Excellence
08.2008 - 01.2020
Technician, Review and Support
The Carolinas Center for Medical Excellence
08.2006 - 08.2008
Technician, Prior Approval of Therapies
The Carolinas Center for Medical Excellence
02.2003 - 08.2006
Certified - Medical And Dental Office
Branford Hall School of Business
Certificate - Certified Nurse Assistance
Gateway Community College
Diploma -
James Hill House High School
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