Kalea Thompson
Summary
Detail-oriented Patient Care Coordinator with a strong foundation in patient communication, HIPAA compliance, and effective scheduling. Proven ability to manage patient records and coordinate care efficiently.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Patient Care Coordinator
Onward Healthcare Agency
San Francisco, CA
02.2024 - 12.2025
- Insurance & Authorization:Verify patient insurance, check benefits, and secure pre-authorizations for services.
- Scheduling & Coordination:Schedule appointments, coordinate with specialists, and manage referral tracking.
- Patient Communication:Educate patients on referral requirements, provide necessary information, and address questions.
- Documentation:Maintain accurate patient records, process referral forms, and update databases.
- Liaison:Act as a central point of contact between referring providers, specialist offices, and insurance companies.
- Follow-up:Track referrals to ensure completion and notify providers if patients don't follow through.
- Patient Communication & Education: Acting as the main point of contact, providing patient instructions, and answering questions regarding treatments.
- Scheduling & Coordination: Managing patient appointments, surgeries, and diagnostic tests.
- Administrative Support: Maintaining, updating, and tracking electronic medical records (EMR) and ensuring compliance with HIPAA regulations.
- Insurance & Billing: Verifying insurance coverage, obtaining authorizations for procedures, and handling billing inquiries.
- Care Management: Developing, monitoring, and evaluating individualized patient care plans.
- Resource Coordination: Connecting patients with community resources, social services, and internal specialists.
- Coordinated patient surgeries, ensuring efficient scheduling and minimizing delays.
- Managed communication between surgical teams and patients to confirm appointments and provide updates.
- Assisted in managing appointment scheduling using electronic health record systems.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
Collections Clerk
Collection Bureau of America
03.2013 - 12.2025
- Accounts Receivable Management: Monitor and collect outstanding patient accounts to improve cash flow.
- Insurance Follow-Up: Contact insurance carriers regarding claims, denials, and appeals to ensure reimbursement.
- Patient Communication: Initiate calls to patients to collect payments, explain invoices, and establish payment arrangements.
- Documentation & Reporting: Accurately document all collection activities, calls, and correspondence in the patient accounting system.
- Billing Accuracy: Review and correct account information, including billing codes and insurance updates.
- Account Resolution: Prepare accounts for bad debt or recommend discounts/free care based on guidelines.
Instructional Aide
OAUSD
09.2006 - 06.2012
- Supported classroom instruction by assisting teachers with lesson implementation and student engagement
- Facilitated individualized support for students with diverse learning needs, promoting inclusivity and understanding
- Collaborated with educators to develop instructional materials, enhancing overall teaching effectiveness
- Monitored student progress, providing feedback to teachers on academic performance and behavioral development
- Led small group activities, fostering collaborative learning environments among students
- Coordinated communication between parents and teachers, addressing concerns and sharing student achievements
- Maintained accurate records of student performance data, aiding teachers in making informed instructional decisions.
Medical Assistant Intern
Kaiser Permanente
09.2003 - 07.2017
- Assisted healthcare providers with patient examinations and procedures.
- Managed patient records using electronic health record (EHR) systems.
- Provided patient education on medication use and health management practices.
- Coordinated appointment scheduling to optimize clinic workflow.
- Prepared examination rooms for patient visits, ensuring cleanliness and availability of necessary supplies.
- Obtained client medical history, medication information, symptoms, and allergies.
- Improved patient outcomes by accurately recording vital signs and communicating findings to the medical team.
- Safeguarded confidential patient information through strict adherence to HIPAA regulations in all communications and documentation processes.
- Collected histories, vitals, and current complaints via patient interviews.
- Managed multi-line phone system, ensuring efficient call routing and prompt customer service.
- Handled cash transactions and maintained sales and payments records accurately.
- Checked patient insurance, demographic, and health history to keep information current.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Monitored patient vital signs, identifying changes and implementing timely interventions to enhance recovery outcomes.
- Provided support for patients'' families during difficult medical decisions or end-of-life care, serving as a liaison between the healthcare team and loved ones.
Education
Certificate -
Patient Care Representative
02.2025
Certified Medical Assistant
Western Career College
06-2012
Skills
- Critical thinking skills
- HIPAA compliance
- Organizational skills
- Appointment scheduling
- Customer service
- Patient relations
- Patient care
- Attention to detail
- Medical terminology
- Office administration
Timeline
Patient Care Coordinator
Onward Healthcare Agency
02.2024 - 12.2025
Collections Clerk
Collection Bureau of America
03.2013 - 12.2025
Instructional Aide
OAUSD
09.2006 - 06.2012
Medical Assistant Intern
Kaiser Permanente
09.2003 - 07.2017
Certificate -
Patient Care Representative
Certified Medical Assistant
Western Career College