Kavenna Whitlow
Westminster,CA
Summary
Skilled Medical Office Lead who is knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance and quality-driven attitude. Natural leadership talent with motivational approach. Solutions-oriented individual who looks to promote successes and review opportunities for growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Medical Front Office Lead
Providence St. Joseph Medical Center
Tustin, CA
03.2023 - Current
- Tracked office expenditures and managed office contracts, keeping meticulous transaction records
- Coordinated with other supervisors, and managers combining group efforts to achieve goals
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Computed balances, totals, and copay payments to accounting team
- Analyzed financial activities of department to share budgetary input with team
- Presented resources and services to prospective and existing patients who qualified for Providence 65+ program
- Fostered relationships with patients to expand clinic and retain patients
- Performed administrative support tasks, completing duties within required timeframes
- Maintained general office organization and cleanliness
- Resolved patient complaints or answered patients’ questions
- Coordinated with housekeeping staff regarding room status changes and special requests from guests.
- Processed mail deliveries promptly and distributed them accordingly within medical office
Patient Navigator/ Lead
Providence St Joseph Medical
Brea, CA
04.2022 - 03.2023
- Maintained professional relationships with healthcare providers and office staff.
- Worked productively remotely, trained, attended meetings, and contributed to team's success
- Identified and supported continuous improvement efforts to processes
- Commuted to all St Joseph sites weekly for in person visits to create and maintain relationships with medical offices
- Resolved on average 10-20 patient escalations daily
- Collaborated with Utilization Management department, home health nurses, pharmacies, office managers, and providers to assist patients
- Supported Medical Assistants by relieving their workload and bringing to attention time sensitive and emergent patient concerns
- Volunteered to handle complaints and issues for Supervisor
- Held monthly meetings and weekly huddles with caregivers to provide constructive feedback on performance and updates
- Monitored team of 24+ caregivers to assess knowledge, tone and call quality control
- Evaluated collected data and reported results and recommendations to core leadership and caregivers
- Utilized advanced Excel formulas and functions to display current metrics within call center
Call Center Representative
Providence St Joseph Medical
Brea, CA
12.2021 - 04.2022
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Registered patients by verifying records to update computer system and patient charts.
Care Success Manager
Infusion For Health
Brea, CA
09.2021 - 12.2021
- Drove patient escalations to resolution by engaging directly with clients.
- Established relationships with patients by anticipating needs and requirements and identifying best offerings to promote positive outcomes.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Managed entire days of scheduled patient referrals
- Verified documents and associated records to catch and resolve discrepancies.
- Developed productive working relationships with numerous pharmaceutical company representatives.
- Reviewed referral details and expectations with providers and patients and requested new referrals when necessary.
- Answered questions and resolved concerns raised by both patients and specialists.
- Commended for timeliness and accuracy in all documentation, from initial contact to account closeout.
Customer Service Concierge
Providence St Joseph Medical
Brea, CA
02.2021 - 09.2021
- Collaborated with Utilization Management for referral approvals and/or modifications
- Investigated and reported issues relating to patient care and conditions which might hinder patient well-being.
- Scheduled consultations and evaluations for patients
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Submitted various medication requests electronically.
- Planned, integrated and maintained quality care systems and standards, which resulted in creating and improving medical protocols and guidelines.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Facilitated communication between patients, medical and administrative staff
- Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
- Helped patients obtain health care services by setting up referrals.
- Comfortable scheduling for all ministries in specific departments
- Very flexible and worked offline and online often simultaneously
- Executed superb patient care via chat feature and worked with up to (6) patients at one time
- Knowledgeable in use of Zendesk
Call Center Representative
Providence St Joseph
Brea, CA
08.2020 - 02.2021
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. (75+ calls)
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in EMR
- Responded to patient concerns and inquiries professionally and efficiently.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Followed scheduling workflows and flexible with impromptu updates
- Punctual, consistent early attendance
Clinic Service Representative
Virginia Mason Hospital
Seattle, WA
11.2016 - 04.2019
- Triage a high number of phone calls per day
- Faxed referrals/insurance/demographics
- Submitted request for prescription refills
- Comfortable with navigating through a patient's chart and answering questions based on provider's chart notes
- Maintained open line of communication between providers and their patients
- Familiarized myself with provider scheduling templates
- Mastered scheduling in my location and our four satellite locations
- Skilled at protecting the patient's health information
- Excellent at gaining our patients' trust
- Energetic, reliable and organized
- Added to work processes for better patient flow
Resident Manager/Leasing Consultant
Redside Partners Llc
Seattle, WA
03.2018 - 10.2018
- Offered Leasing Consultant position for other Redside Partners properties due to job performance
- Successfully worked as leasing Consultant for two properties while being a Resident Manger at Footprint Madison Apartments
- Actively follow up with prospects and hot leads
- Initiated tours and perfected directive selling technique
- Preformed move in and move out inspections
- Assisted in developing marketing material for properties
- Grounds beautification and cleaning of common areas
- Scheduled third party vendors as needed
- Handled some maintenance request
- First contact for current and future residents
- Maintained low vacancy reports
Education
Bachelor of Science - Information Technology
Arizona State University
Tempe, AZ11-2027
Associate of Arts - Personal Development And Social Behavior
Fullerton College
Fullerton, CA11-2023
Skills
55 WPM & 10 key, ICD-10, CPT coding, Microsoft Office (Microsoft Word, Microsoft Excel, Microsoft Power Point, Outlook) Medical terminology, Decision-making, Conflict resolution, interpersonal skills, English, Insurance, Logistics, Ophthalmology, Organization, Call Routing, Relationship Building, Appointment Confirmation, Front Office Management, Process Improvement, Training and Mentoring, Processes and Procedures
Certification
- Medical Practice Leader Training: High Reliability - 2023 CEU
- Medical Practice Leader Training: Culture and Conflict Resolution -2023 CEU
- AVADE Workplace Violence Training - 2023
Timeline
Medical Front Office Lead
Providence St. Joseph Medical Center
03.2023 - Current
Patient Navigator/ Lead
Providence St Joseph Medical
04.2022 - 03.2023
Call Center Representative
Providence St Joseph Medical
12.2021 - 04.2022
Care Success Manager
Infusion For Health
09.2021 - 12.2021
Customer Service Concierge
Providence St Joseph Medical
02.2021 - 09.2021
Call Center Representative
Providence St Joseph
08.2020 - 02.2021
Resident Manager/Leasing Consultant
Redside Partners Llc
03.2018 - 10.2018
Clinic Service Representative
Virginia Mason Hospital
11.2016 - 04.2019
Bachelor of Science - Information Technology
Arizona State University
Associate of Arts - Personal Development And Social Behavior
Fullerton College
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