Katheryn Lively
Thompson's Station,TN
Summary
Compassionate Intake Coordinator known for high productivity and efficient task completion. Specialize in patient communication, data entry accuracy, and workflow management. Excel in empathy, active listening, and problem-solving to ensure patient needs are met with care and professionalism.
Overview
12
12
years of professional experience
Work History
Senior Admission's Coordinator
UHS
09.2022 - Current
- Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.
- Maintained accurate records of client intakes in electronic database system.
- Conducted comprehensive interviews with potential clients to determine eligibility for services.
- Provided information and resources to individuals, families, and groups seeking assistance.
- Assisted in determining appropriate referrals for clients to other community agencies or programs.
- Developed strategies to assist clients in overcoming barriers that impede successful outcomes.
- Provided education about available services, benefits, rights, responsibilities, risks and benefits of treatment options.
- Adhered to confidentiality guidelines when handling sensitive information about clients.
- Monitored client progress and updated case files accordingly.
- Maintained accurate and up-to-date records of client interactions and services provided.
- Addressed and resolved client concerns or complaints related to the intake process.
- Scheduled appointments and coordinated logistics for initial assessments and follow-up meetings.
- Managed confidential client data in compliance with HIPAA and other relevant regulations.
- Assessed client needs through initial interviews and consultations to determine appropriate services.
- Provided information and referrals to clients for additional resources and support services.
- Developed and maintained intake procedures to enhance efficiency and client satisfaction.
- Worked closely with our business development team on inbound referrals.
- Worked incoming fax referrals and worked with social worker to set up patient intake.
Administrative Assistant
Guardian Healthcare
01.2022 - 04.2022
- Completed and mailed out documents for new clients
- Performed routine clerical tasks such as mailing, copying, faxing, filing, and scanning documents
- Coordinated and scheduled appointments for clients
- Assist with travel arrangements
- Ran errands as needed
- Take or pick up clients from the airport
- Made sure all the documents and licenses were up to date for the nurses
- Responsible for providing admin support to the immigration recruiting department on all matters related to immigration processing and foreign recruiting
- Maintained office inventory by assisting with supply orders
- Coordinated travel arrangements and reconciliation of expense reports
- Resolved issues, escalating major conflicts and concerns to appropriate personnel
- Maintained files and filing, keeping sensitive information confidential
Facility Services CSR
Lee Company
08.2020 - 11.2021
- Spoke with customers and gather all information needed to set up service calls at their businesses
- Helped technicians when they call in for assistance
- Dispatched techs to different service calls
- Obtained all the customers information of their business and billing info
- Offered service agreements, and send quotes and leads over to sales team
- Set up new customer accounts
- Notated every account that calls in and document all information needed
- Helped in training of new employees
Customer Retention Specialist
Acadia Healthcare
01.2016 - 08.2020
- Promoted on 06/10/18 to a level III Intake Advisor
- Followed all HIPAA guidelines
- Obtained all necessary clinical information to tailor client's profile according to their needs
- Processed all information on new clients in a timely manner and in accordance to protocol
- Obtained all patients personal and medical information
- Cross referred patients to different Acadia facilities
- Enrolled individuals dealing with substance abuse, Mental health, and Eating Disorders into various treatment centers
- Gathered all patients insurance information and discussed cost of treatment
- Warm transfer patients to the facility to schedule admission
- Discussed with patients about different programs and what is offered
- Gathered all information for the census of all CTC programs on excel
- Protected security of medical records to ensure that confidentiality was maintained
Customer Service Representative
IBEX Global
08.2012 - 12.2015
- Conferred with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Offered different programs to upgrade customers services
- Sold customers on the products and the value in order to keep them from cancelling their accounts
- Recommended improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
- Offered and sold different products to customers
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Education
High School Diploma -
WILLIAMSON COUNTY MIDDLE COLLEGE HIGH SCHOOL
Franklin, TN05.2011
Skills
- Communication skills
- Ability to type 75 WPM
- Converting Leads
- Customer Inquiries
- Admissions Support
- HIPAA Guidelines
- Client Satisfaction
- Efficient and Detail-Oriented
- Call Documentation
- Multi-line phone operations
- Confidentiality
- Patient Scheduling
- Insurance Verification
- Follow-up skills
- Travel Coordination
- Scheduling
Timeline
Senior Admission's Coordinator
UHS
09.2022 - Current
Administrative Assistant
Guardian Healthcare
01.2022 - 04.2022
Facility Services CSR
Lee Company
08.2020 - 11.2021
Customer Retention Specialist
Acadia Healthcare
01.2016 - 08.2020
Customer Service Representative
IBEX Global
08.2012 - 12.2015
High School Diploma -
WILLIAMSON COUNTY MIDDLE COLLEGE HIGH SCHOOL