Iesha Ruffin
Milwaukee,WI
Summary
Dedicated healthcare professional with 10 years in patient care and clinical practices. Expertise in communication, administration, and medical terminology enhances patient outcomes. Leveraged 15 years in customer service to foster compassionate patient interactions. Utilizes computer applications to streamline healthcare delivery and management.
Overview
10
10
years of professional experience
Work History
Operator-Switchboard
Ascension
05.2024 - 07.2026
- Operated multi-line switchboard for effective management of incoming calls.
- Directed callers to appropriate departments based on inquiries.
- Ensured accurate call logs for reliable record-keeping and accountability.
- Monitored communication systems to ensure optimal functionality and performance.
- Facilitated training for new staff on switchboard operations and customer service protocols.
- Handled confidential information with discretion and professionalism.
- Answered over 40 calls with a friendly approach, engaging callers and providing exceptional service.
Patient Care Navigator
Ascension
07.2025 - Current
- Conducted comprehensive assessments of patient needs and preferences.
- Educated patients on available support services and treatment options, empowering them to make informed decisions about their care.
- Collaborated with multidisciplinary teams to enhance patient outcomes.
- Provided emotional support to patients and families throughout care processes.
- Scheduled patient appointments and necessary treatments promptly.
- Maintained accurate records of patient interactions, supporting continuity of care through comprehensive documentation.
- Inquired about orders by reaching out to doctors and healthcare providers.
- Coordinated patient care plans ensuring seamless transitions between healthcare services.
- Facilitated communication among multidisciplinary teams to enhance patient outcomes.
- Advocated for patients'' best interests when working with insurance companies or other external entities involved in their care process.
Image Import
Froedtert
08.2021 - Current
- Uses imaging and technology expertise (Radiology Information System (RIS), Picture Archiving and Communications System (PACS), etc.) to facilitate accurate and timely interpretation and dissemination of imaging studies.
- Independently coordinates, fulfills, monitors, and prioritizes work lists, from multiple sources (phone, in-person, and technology), using various systems to ensure timely and accurate information delivery for high quality patient care.
- Identified and triaged technology and workflow issues, implementing solutions to enhance imaging processes.
- Coached imaging users across the system, improving quality of patient care through effective training.
- Assisted radiologists with interpretation needs, ensuring accurate and timely diagnoses.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Unit Secretary
Ascension
02.2024 - 07.2025
- Coordinated communication between medical staff and patients to ensure clarity and accuracy of information.
- Managed over 20 patient appointments per day, ensuring scheduling accuracy and timely confirmations.
- Facilitated admissions and discharges by providing timely and organized administrative support.
- Managed front desk operations to create a welcoming and efficient environment for patients and visitors.
- Maintained confidentiality compliance while organizing patient records.
- Responded promptly to internal requests regarding patient information in compliance with HIPAA regulations.
- Provided clerical support, including data entry into electronic health record systems.
- Trained new staff on office procedures and utilization of systems effectively.
- Managed patient scheduling and coordinated appointments to enhance efficiency in unit operations.
Financial Advocate
Aurora Healthcare
07.2022 - 07.2023
- Collected and assessed 15 patient out-of-pocket expenses per day to identify financial assistance opportunities.
- Evaluated self-pay admissions case-by-case, determining potential reimbursement options to maximize patient support.
- Interviewed patients to gather documentation and prepared summaries for charitable applications.
- Resolved issues with third-party payers, including HMO/PPOs, to prevent payment delays.
- Followed up on accounts with self-pay balances qualifying for financial assistance programs.
- Acted as liaison between hospital and VA fee basis department for appeals and disputes.
- Educated patients on available financial assistance options within healthcare services.
- Advocated for patient financial assistance programs, ensuring understanding of available resources.
Hospital Cashier
Aurora Healthcare
07.2022 - 07.2023
- Processed over 20 transactions per day to the cash register by effectively and efficiently handling cash and credit card payments.
- Post payments to appropriate accounts and maintain logs of daily receipts.
- Balanced and reconciled office accounts daily, ensuring accurate handling of bank deposits.
- Document bank transactions by processing checks and online deposits in a proactive manner.
- Transfer income activities into accounting applications such as QuickBooks and ensure the integrity of entered data.
- Handle cash clearing and credit balancing activities along with determining and investigating unidentified accounts.
- Record returned checks into patient accounting systems and initiate follow-up.
- Enforced credit policies to secure timely payments from defaulters and patients with extended credits.
- Coordinated with accounting department to produce daily, weekly, and monthly financial reports.
Health Unit Coordinator
Froedtert Hospital
12.2020 - 08.2021
- COORDINATED INPATIENT CARE BY COLLABORATING WITH INTERDISCIPLINARY DEPARTMENTS.
- INTERACTED TACTFULLY WITH PATIENTS, FAMILY MEMBERS, AND TEAM MEMBERS TO ENSURE EFFECTIVE COORDINATION OF CARE.
- Assisted over 40 patients and families per day in navigating hospital services and resources.
- MAINTAINED EFFECTIVE COMMUNICATION TO PROVIDE GUIDANCE, INSTRUCTION, AND ORIENTATION TO STAFF MEMBERS IN LOCAL, STATE, FEDERAL AND HOSPITAL ADMINISTRATIVE POLICIES, PROCEDURES AND REGULATIONS.
- MAINTAINED SECURITY AND CONFIDENTIALITY OF ALL PROTECTED HEALTH INFORMATION IN ACCORDANCE WITH HIPAA, LOCAL, STATE AND OTHER FEDERAL LAWS.
- PROVIDED ADVICE TO STAFF AND PATIENTS ON PROCEDURES RELATED TO LABORATORY, RADIOLOGY, AND ANCILLARY SUPPORT SERVICES.
- EXAMINED AND MAINTAINED ELECTRONIC AND PHYSICAL MEDICAL RECORDS FOR VERIFICATION OF TRANSCRIBED ORDERS AND ENTERED ORDERS INTO COMPUTER PROGRAMS PROVIDER ORDERED LABS, IMAGING, AND DIAGNOSTIC TESTS.
- Provided care for 30-patient unit, coordinating day-to-day hygiene, feeding and quality of life functions.
- Provided care for 30-patient unit, coordinating day-to-day hygiene, feeding and quality of life functions.
Patient Service Representative/Benefits Specialist
Outreach Community Health Center
04.2019 - 05.2021
- Greeted 30 patients per day warmly and facilitated their check-in process at the front desk.
- Collected co-payments and verified insurance coverage to facilitate smooth patient transactions.
- Directed patient billing inquiries to appropriate departments for resolution.
- Answered phone calls promptly while maintaining professional telephone etiquette.
- Managed phone coverage responsibilities, including scheduling appointments, taking messages, and processing medication refills.
- Checked in guests efficiently and organized all necessary paperwork for their visits.
- Educated employees about company benefits to improve their understanding and utilization.
- Assisted employees with enrollment in savings and insurance schemes.
- Responded to employee inquiries regarding benefits to provide clarity and assistance.
- Conducting presentations that educate employees about their Benefits.
- Informing employees about any changes to the benefits structure.
- Ensuring the company's benefits and leave-of-absence policies comply With the law.
- Maintained accurate records for each employee's benefits profile to ensure compliance and clarity.
Patient Access Collections Representative
R1RCM
07.2016 - 07.2020
- Enhanced patient satisfaction by providing exceptional customer service to patients and families.
- Verify insurance coverage and eligibility; respond to patient inquiries regarding basic insurance questions.
- Collects payments of co-pays and deductibles of insurance.
- Executed insurance protocol by verifying eligibility and benefits, obtaining precertification, and ensuring accurate billing.
- Evaluated patient financial data to assess eligibility for financial aid and assistance programs.
- Advised patients in compliance with the company's policies and Procedures.
- Adhere to, and remain compliant with, state/federal guidelines pertaining to HIPAA standards.
- Managed high-volume collections to ensure timely recovery of outstanding accounts.
- Developed and implemented strategies to enhance customer payment compliance.
- Trained and mentored junior team members in effective collection techniques.
Education
Certificate of Technical Studies - Google IT Support
Coursera - Online
Online12.2025
High School Diploma -
Alexander Hamilton High School
Milwaukee, WI06.2009
Skills
- Patient care coordination
- Electronic record maintenance
- Healthcare navigation
- Patient confidentiality
- Medical terminology
- Appointment scheduling
- Patient financial counseling
- Healthcare systems
- Data management
- IT support
- Problem resolution
- Collaborative problem-solving
- Team collaboration
- Care coordination
- Resource identification
Timeline
Patient Care Navigator
Ascension
07.2025 - Current
Operator-Switchboard
Ascension
05.2024 - 07.2026
Unit Secretary
Ascension
02.2024 - 07.2025
Financial Advocate
Aurora Healthcare
07.2022 - 07.2023
Hospital Cashier
Aurora Healthcare
07.2022 - 07.2023
Image Import
Froedtert
08.2021 - Current
Health Unit Coordinator
Froedtert Hospital
12.2020 - 08.2021
Patient Service Representative/Benefits Specialist
Outreach Community Health Center
04.2019 - 05.2021
Patient Access Collections Representative
R1RCM
07.2016 - 07.2020
Certificate of Technical Studies - Google IT Support
Coursera - Online
High School Diploma -
Alexander Hamilton High School