Ke'Andra Heath
Louisville,KY
Summary
Friendly and flexible candidate with solid customer service background. Quick learner possessing basic understanding about managing patient records, scheduling software and medical terminology. Collaborative administrative professional with strong task prioritization and organizational skills.
Overview
14
14
years of professional experience
Work History
Medical Scheduler
ULP Physicians
Louisville, KY
10.2024 - Current
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Resolved conflicts in scheduling or resource allocation quickly and professionally, minimizing disruptions to daily operations.
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
- Facilitated smooth communication between patients and healthcare providers, addressing inquiries or concerns related to appointments.
- Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
- Followed up with patients to reschedule missed appointments.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Call Center Representative
Advanced ENT and Allergy
Louisville, KY
01.2024 - Current
- Schedule patient appointments as soon as possible
- If insurance is to be utilized, ensure that appointments are scheduled with physicians participating on plan
- Answer assigned telephone lines in a timely manner and route calls to the proper destination
- Advise patient of clinic policy and financial obligation
- Obtain insurance information (request copy of card) and referral when appropriate
- Obtain and enter into the computer complete patient demographic information
- Inform patients of our clinic policy in reference to payment and insurance
- Verify insurance and obtain referral when required
- Input demographic information into computer for all new patients (to include any pertinent information such as insurance, referral, etc.)
- Verify demographic information on return patients not seen within last 3 months and correct in computer system
- Contact insurance companies and verify eligibility and benefits
- Other duties as assigned
Medical Records Clerk
Wellpath
Louisville, KY
01.2023 - 01.2024
- Ensures all medical records filing is up to date
- Performs Clerical/Technical duties: Pull and file medical records daily as needed
- Prepare and type reports/correspondence as requested by supervisors
- Answer telephone, relay messages, and transfer calls as appropriate
- File loose documentation generated from inside and outside the institution such as laboratory reports, radiology results, completed consultant reports, medication administration records, etc
- Schedule patients for medical appointments as requested
- Assist Medical Records Supervisor in preparing periodic statistical reports and other management information system requirements
- Promotes Quality Improvement standards by actively participating in the quality of care screen audits
- Abides by the security regulations of the assigned facility
- Must be able to obtain and maintain security clearance
- Must be able to apply principles of critical thinking to a variety of practical and emergent situations and accurately follow standardized procedures that may call for deviations
- Must be able to apply sound judgment beyond a specific set of instructions and apply knowledge to different factual situations
- Must be alert at all times; pay close attention to details
- Must be able to work under stress on a regular or continuous basis
- Post orders, if applicable, per site contract
- Perform other duties as assigned
Patient Support Specialist
Concentra
Louisville, KY
06.2021 - 09.2022
- As the first and last point of contact to our patients, you will ensure patients feel comfortable during their visit, multitasking between greeting patients and managing a variety of administrative duties
- Greets patients and visitors, communicates wait times and directs them accordingly
- Obtains authorization as needed to process patients for services needed
- Checks patients in appropriate patient management system in accordance with client company protocols
- Explains all required forms to patients and ensures proper completion of all paperwork
- Answers incoming telephone lines in accordance with company procedures and directs the caller accordingly
- Checks out patients in appropriate patient management system according to procedure and distributes records according to the Employer’s protocols
- Scheduling, canceling, re-scheduling patient's appointments and/or consults; entering missed appointments
- Files paperwork, medical records and correspondence according to defined company procedure
- Maintains inventory of office supplies and printed cc ok forms
- Manages dissemination of all paperwork to outside parties including non-injury paperwork, custody and control forms
- Follows HIPAA guidelines and safety rules
- Attends center staff meetings and participates in ongoing training
- Completes processing of patient referrals including accurate checkout, paperwork processing, patient education and communication with Client Support Services as required
- Assists Center Administrator in managing daily administrative functions
- Complete understanding and ability to perform in all aspects of front office operations
- Performs duties to achieve or exceed established service standards
- Assists in maintaining a neat, clean and orderly appearance throughout the facility
Communications Operator
UofL Peace Hospital
Louisville, KY
03.2021 - 12.2021
- Provides efficient hospital communications through the operation of the hospital switchboard and paging system
- Performs all duties related to switchboard activity, i.e
- Completing incoming calls, paging hospital personnel and forwarding messages
- Authorizes long distance telephone calls in accordance with established procedure
- Measure of Success: Successful communication with no disciplinary actions during evaluation period
- Responds quickly and accurately to incoming emergency signals and requests for announcing hospital codes
- Responsible for knowing appropriate procedures related to emergency situations
- Measure of Success: Successful communication with no substantiated complaints during evaluation period
- Responsible for making necessary announcements daily in accordance with standard procedures
- Measure of Success: Successful communication with no more than 2 substantiated complaints annually
- Performs duties related to discharge activity i.e
- Uses 2 identifiers for discharge of valuable bags, assures patient accepts that all items are accounted for and signs the bag
- Performs duties related to front desk activity i.e
- Welcome patients and visitors in person or on the telephone; answering or referring inquiries using KyOne Health AIDET, assuring the visitor needs are met and they get to their destination/person visiting, assures visitors are identified with a visitor’s badge and properly sign in, is aware of and follows HIPPA rules, keeps a tidy area
- Other duties as assigned by management
EMR Technician
Norton Healthcare
Louisville, KY
05.2018 - 10.2020
- Appropriately and accurately verify and process requests for charts to be pulled for patient care, quality review, and audits in a timely manner
- Accurately scan and Index medical records to the appropriate chart
- Release information to patients, healthcare facilities and other entities with following all laws and regulations including HIPAA
Imaging Clerk
University of Louisville Hospital
Louisville, KY
01.2017 - 05.2018
- Greeting and scheduling patients and visitors, bookkeeping, calling patients to remind them of appointments, handling billing, answering and routing calls, making transactions, and keeping paperwork organized
- Duties include taking paper files, scanning and uploading the images to a computer, organizing the files for easy retrieval, letting internal or external clients know that files have been stored, and sending out electronic copies via email, as required
Unit Coordinator/PCA
Norton Audubon Hospital
01.2015 - 08.2015
- Provides basic patient care under the direction of licensed nursing personnel for patients served on my assigned unit assisting physicians in obtaining reports
- Assisting with performance improvement by gathering, tracking and entering data; responding to patient/family requests
- Administrative activities, such as ordering, organizing, and maintaining supplies, for the smooth operation and efficiency of the patient care unit
- Direct and indirect diagnostic, therapeutic, phlebotomy and service tasks
- Utilize knowledge of growth and development in patient and family interactions to care for patients aged pediatric to geriatric
- Assisting with time/staffing functions as needed
- Surveying equipment for maintenance and function; surveying the unit (including patient rooms), for cleanliness and maintenance issues
Pharmacy Technician
Park Duvall Community Health Center
01.2013 - 01.2015
- Performed routine tasks to help prepare prescribed medication, such as counting tablets and labeling bottles
- Administrative duties, such as answering phones, stocking shelves, and greeting patients
- Maintained patient profiles prepared insurance claim forms
- Assisted with the control of stock and took inventory of medications
Pharmacy Technician
CVS Pharmacy
01.2011 - 01.2013
- Assisted the pharmacists with filling medication orders in a timely manner
- Data entry of prescriptions
- Specific job duties include sorting pills, creating labels, reviewing medication side effects, greeting customers, and ringing up purchases
- Some CVS locations also contain drive-thru windows, which I often operated
Education
Medical Assistant program -
Campbellsville University
Louisville, KY01.2022
High School Diploma -
Iroquois High School
Louisville, KY06.2009
Skills
- Teamwork
- Problem-Solving
- Responsible
- Administrative
- Attention to Detail
- Communication
- Organization
- EMR Technician/Trainer
- EMR / EHR
- Referral Verification
- Insurance Claims
- Patient Scheduling
- Office Administration
- Patient Registration
- Microsoft Office
- HIPAA Compliance
- Appointment Setting
- Insurance Verification
- Appointment management
- Payment Collection
Timeline
Medical Scheduler
ULP Physicians
10.2024 - Current
Call Center Representative
Advanced ENT and Allergy
01.2024 - Current
Medical Records Clerk
Wellpath
01.2023 - 01.2024
Patient Support Specialist
Concentra
06.2021 - 09.2022
Communications Operator
UofL Peace Hospital
03.2021 - 12.2021
EMR Technician
Norton Healthcare
05.2018 - 10.2020
Imaging Clerk
University of Louisville Hospital
01.2017 - 05.2018
Unit Coordinator/PCA
Norton Audubon Hospital
01.2015 - 08.2015
Pharmacy Technician
Park Duvall Community Health Center
01.2013 - 01.2015
Pharmacy Technician
CVS Pharmacy
01.2011 - 01.2013
Medical Assistant program -
Campbellsville University
High School Diploma -
Iroquois High School