Kassie Tucker-Troutman
Kannapolis,NC
Summary
Dedicated professional with 15 years of clerical experience in healthcare, focused on enhancing operational efficiency and team collaboration. Proven ability to foster a positive work environment while delivering exceptional customer service. Committed to continuous learning and achieving personal and organizational goals.
Overview
21
21
years of professional experience
Work History
Care Coordinator/Auth/Scheduling Specialist
Atrium Health
06.2024 - Current
- Completed provider referrals to facilitate timely patient access to services.
- Contacted patients' insurance to verify benefits and obtain prior authorization when required.
- Reviewed guarantor accounts to identify outstanding balances for toxin treatments.
- Discussed financial responsibilities with patients and scheduled injections upon request.
- Answered incoming calls from Live Answer staff and patients, providing prompt assistance.
- Managed Care Connection Referral inbox and work queue to ensure efficient processing of referrals.
Clerical Team Lead
Atrium Health Neurology-Live Answer
04.2022 - 06.2024
- Trained new hires and provided ongoing support to agents for inquiries and concerns.
- Developed and implemented Standard Work to enhance operational efficiency.
- Conducted quality call audits for all agents and delivered constructive feedback.
- Reeducated agents on identified errors to improve performance.
- Facilitated training sessions and huddles to address new processes or procedures.
- Cross-covered to assist Neurology Incoming and Outgoing referral teams as needed.
- Collaborated with leadership on Medallia survey results, ensuring effective service recovery efforts.
- Supported upper-level leaders in optimizing departmental workflows through targeted initiatives.
Paralegal
Levine Law Group, PA
09.2021 - 04.2022
- Prepared affidavits, legal correspondence, and various documents for attorneys.
- Uploaded forms to North Carolina Industrial Commission to ensure compliance.
- Organized and maintained paper and electronic filing systems for efficient document retrieval.
- Collaborated with clients, attorneys, adjusters, and other professionals to discuss case details.
- Summarized cases and generated reports for attorney review.
- Served as liaison between clients and involved parties to facilitate communication.
- Managed attorneys' calendars, coordinating meetings, deadlines, trials, mediations, and depositions.
PSS, Patient Service Specialist
Atrium Health
04.2021 - 09.2021
- Verified and updated patient insurance and demographic information during registration process.
- Facilitated financial transactions by accepting insurance co-pays.
- Enhanced workflow efficiency by maintaining multiple work queues.
- Distributed mail promptly to providers and office staff to ensure timely communication.
- Coordinated with disability team for timely completion of FMLA forms and patient notifications.
Care Coordinator/Auth/Scheduling Specialist
Atrium Health
07.2020 - 04.2021
- Facilitated provider referrals across multiple clinics within Atrium Health.
- Obtained prior authorization through insurance websites, phone, and fax communications.
- Scheduled patient appointments in EPIC with specialty departments when necessary.
- Contacted patients to explain referral details and next steps.
- Managed Care Connection Referral inbox for efficient processing of requests.
- Responded to incoming calls from Live Answer staff, patients, and facilities regarding referrals.
Clerical Team Leader-Regional Operations Center
Atrium Health
04.2019 - 07.2020
- Provided clerical support to agents, addressing inquiries and handling escalated calls.
- Maintained updates on team performance for management review.
- Assisted management with operational issues and concerns.
- Conducted daily audits on agents to verify compliance with standards.
- Delivered constructive feedback to agents based on audit results.
- Mentored agents as needed, offering suggestions for improving OI scores.
- Facilitated daily huddle meetings in collaboration with management.
- Participated in weekly ROC leadership meetings to align on strategic goals.
Access/Outreach Specialist II-Concierge Team
Atrium Health
02.2018 - 04.2019
- Delivered clerical support services at concierge level across all areas of expertise.
- Assisted seven groups of physicians and providers by managing high call volumes.
- Trained and onboarded new teammates while supporting peers with escalated inquiries.
- Ensured accurate appointment scheduling and efficient management of incoming and outgoing calls.
- Screened, handled, and routed incoming calls, documenting messages with necessary details.
- Initiated outbound calls based on established work queues and assignments.
- Processed requests for refills, lab tests, and results as needed.
- Facilitated referrals for specialist appointments, procedures, or tests, ensuring compliance with guidelines.
Medical Records Coordinator
Atrium Health
04.2010 - 02.2018
- Maintained comprehensive medical records in both paper and electronic formats.
- Executed clerical duties including answering department phone calls and managing filing systems.
- Processed requests for release of information in compliance with HIPAA regulations.
- Coordinated communication with Home Health Agencies, Department of Social Services, and hospitals.
- Collaborated closely with nurses and physicians to ensure completeness of medical records.
- Facilitated timely acquisition of orders and forms from physicians' offices and agencies.
- Managed patient communications to support continued care within the practice.
Assistant Area Manager
RGIS LLC
02.2004 - 02.2009
- Efficiently inventoried store merchandise to maintain accurate stock levels.
- Managed over 50 employees, ensuring precision in inventory operations.
- Resolved inquiries from store personnel, addressing questions and concerns promptly.
- Maintained computers and inventory equipment to support operational efficiency.
- Completed employee timesheets to ensure accurate payroll processing.
- Trained new team members on inventory procedures and best practices.
- Transported team members to designated stores for optimal resource allocation.
Education
Self-Leadership Certification Course -
Atrium Health
01.2019
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New Horizons Computer Learning Center
Charlotte, NC01.2010
Diploma - undefined
East Mecklenburg High School
Charlotte, NC06.2003
Rowan Cabarrus Community College
Skills
- Leadership and teamwork
- Effective communication
- Customer service expertise
- Detail-oriented and organized
- Knowledge of HIPAA regulations
- Strong work ethic
- Adaptability in fast-paced environments
- Organizational skills
- Patient education
- Documentation
- Case management
- Process improvements
Timeline
Care Coordinator/Auth/Scheduling Specialist
Atrium Health
06.2024 - Current
Clerical Team Lead
Atrium Health Neurology-Live Answer
04.2022 - 06.2024
Paralegal
Levine Law Group, PA
09.2021 - 04.2022
PSS, Patient Service Specialist
Atrium Health
04.2021 - 09.2021
Care Coordinator/Auth/Scheduling Specialist
Atrium Health
07.2020 - 04.2021
Clerical Team Leader-Regional Operations Center
Atrium Health
04.2019 - 07.2020
Access/Outreach Specialist II-Concierge Team
Atrium Health
02.2018 - 04.2019
Medical Records Coordinator
Atrium Health
04.2010 - 02.2018
Assistant Area Manager
RGIS LLC
02.2004 - 02.2009
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New Horizons Computer Learning Center
Diploma - undefined
East Mecklenburg High School
Self-Leadership Certification Course -
Atrium Health
Rowan Cabarrus Community College
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