KEISHA PLEAS-HARDEN
Memphis,TN
Summary
Seasoned Clinical Manager with a robust background in healthcare operations and customer service, notably at Cross Medical Primary Care. Excelled in enhancing patient care standards and staff proficiency, leveraging Six Sigma methodologies and exceptional communication skills. Achieved significant improvements in operational efficiency and patient satisfaction, demonstrating a strong blend of leadership and technical prowess.
Overview
20
20
years of professional experience
Work History
Owner/Operator
Royalty Cleaning Services LLC/Jan-Pro
Cordova , TN
08.2020 - Current
- Directed hiring and training of new department managers to drive organizational improvements.
- Commercial/Residential Cleaning
Contact Service Representative
Internal Revenue Service, IRS
Memphis, TN
05.2023 - 09.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Clinical Manager
Cross Medical Primary Care/Otylia Primary Care
Memphis, TN
04.2019 - 11.2019
- Oversaw daily activities and interactions with patients.
- Implement and monitor procedures and policies.
- Delegated tasks to each member of staff and oversaw task completion, offering assistance to promote success.
- Spearheaded clinical training and orientation for newly hired staff.
- Managed clinical operations and procedures, including enforcing adherence to federal and state regulations and healthcare law requirements.
- Managed patient care and clinic services, including financial management, quality assurance, safety and risk management and facility maintenance.
- Coordinate weekly work schedules for all employees..
- Interacted with patients, asked appropriate questions and listened carefully to ensure high level of clinical care.
- Enforced compliance with local, state, and federal healthcare regulations, including Medicare and Medicaid requirements, HIPAA, OSHA and CLIA.
- Maintained cleanliness of medical, storage and common area rooms.
- Assist when need in triage and front desk, complete referrals.
- Greet patients, customer service.
- Communicate necessary information to assist patients with their appointments.
- Completed FMLA paperwork for patients.
- Vital signs, injections, draw blood, urinalysis, and assist in exams.
- Educates patients about patient financial liabilities.
Patient Access Representative- Financial Counselor
Conifer Health- St. Francis
Bartlett, TN
07.2017 - 03.2019
- Greeting customers complete full patient registration at date of service adheres to financial & cash control policies & procedures.
- Thoroughly explains and secures Hospital & patient legal forms Scan Protected Health Information, create and file patient information packets/folders for upcoming Hospital services.
- May also assist with schedule diagnostic procedures (enters data in the scheduling system, provide the customer with appointment instructions, other tasks as needed).
- Educates patients about patient financial liabilities, compliant patient liability collection techniques before, during & after the date of service, performs Hospital cash reconciliation & secured payment entry in adherence to financial & cash control policies & procedures.
- Secures medical necessity checks/verification in accordance to Centers for Medicare & Medicaid services, verify insurance, benefits, coverage & eligibility, completes assigned registration financial clearance work lists activities, obtains insurance authorizations for scheduled & unscheduled Hospital services, and secures inpatient visit notification to the payer.
- May also assist with scheduling and coordinating post-discharge care for patients.
Lead Medical Assistant
Advanced Primary Care
Bartlett, TN
03.2015 - 09.2016
- Collect co-pays, assisted with making payment arrangements.
- Scheduled staff meeting's, maintain employee's schedules.
- Collects and receives, and process specimens for microscopic exam.
- Manage and train medical assistants, participated in the interview process.
- Make sure patient's charts are completed, update medical records.
- Communicate, and coordinate policies and procedures are followed correctly.
- Take necessary disciplinary measures with direction from H/R Compliance Manager.
- Resolve patient issues and concerns; contact patient's to see how their visit went or if any concerns.
- Administer medications, Tested and recorded blood glucose levels.
- Verify health insurance, Precertification, mail out reminder appts.
- Rescheduled appt.
- Office Administration work, enter patient demographic information.
- CPT and ICD 9- 10 coding, HIPPA compliance, assist with billing problems.
- Complete referrals, Faxing, home health, scheduling appointments, check and discharge patients.
- Draw blood, Assist with exams, EKG's, vital signs, Complete paperwork for labs
- Performed clerical duties, data entry, answering phones and filing.
Medical Assistant
Regional One Health Medical Center
Memphis, TN
01.2005 - 03.2015
- Performed vitals, collect medical history, update medications.
- Answer phone calls and greet patients, check in and discharge patients, EKG, Direct calls to the appropriate designations.
- Schedule appointments and outpatient test, update demographics.
- Assist with exams, stocking rooms.
- Precertification, referrals, ICD-9, CPT coding.
- Answer phone calls and greeted patients, HIPPA compliance.
- Sitting with patients, escorting patients.
- Office administration duties, planning charts, enter patient demographic information, Collecting co-pays, insurance verification.
Education
Masters - Health Service Administration
Strayer University
Memphis, TN2019
Bachelor of Science - Health Service Administration
University of Memphis Memphis
TN2015
Diploma -
Concorde Career College
Memphis, TN1999
Diploma -
Northside High School
Memphis, TN1998
Skills
- Microsoft Office
- NextGen, EClinical Works, Prognocis, Greenway
- Prior Authorization
- Computer skills
- Excellent verbal and written skills
- Strong customer service skills
- Medical Terminology
- Six Sigma
- Excellent Communication Skills
- Team Building Time Management
- Computer proficient
- Time management skills
- Appointment scheduling
- Staff training and development
- Recruiting and hiring
- Operations management
- DOT Certified
- Training and Development
Timeline
Contact Service Representative
Internal Revenue Service, IRS
05.2023 - 09.2023
Owner/Operator
Royalty Cleaning Services LLC/Jan-Pro
08.2020 - Current
Clinical Manager
Cross Medical Primary Care/Otylia Primary Care
04.2019 - 11.2019
Patient Access Representative- Financial Counselor
Conifer Health- St. Francis
07.2017 - 03.2019
Lead Medical Assistant
Advanced Primary Care
03.2015 - 09.2016
Medical Assistant
Regional One Health Medical Center
01.2005 - 03.2015
Masters - Health Service Administration
Strayer University
Bachelor of Science - Health Service Administration
University of Memphis Memphis
Diploma -
Concorde Career College
Diploma -
Northside High School
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