KELLI THOMAS
Slidell,LA
Summary
Efficient and detailed-oriented Individual with over 20 years of Customer Service Experience delivering positive outcomes, seeking an opportunity to grow with an Organization that will recognize my ability to demonstrate success and organizational abilities with a positive attitude.
Overview
27
27
years of professional experience
Work History
Patient Access Reprentative/Care Navigator
Ascension Medical Group (REMOTE)
12.2023 - 06.2024
- Provide customer support for Ascension Personalized Care insurance. SmartHealth, and MyChart portals.
- These portals are supported by providing assistance to the patients/consumers by assisting with signing up for new accounts, placing technical tickets for those who are not able to access their active accounts.
- Assist with supporting consumers who may call the Corporate office headquarters by transferring to the requested department throughout the organization.
- Assist with patient/ consumer complaints,
- Provide cost estimates by utilizing the Price Estimate portal for those that inquire about cost for upcoming and future procedures.
- Assist patients with scheduling primary care medical appointments via phone or chat.
- Provide assistance with updating or adding medical insurance to the patient chart via phone or chat for multiple states.
- Experience with the following programs:Epic, Salesforce, Cerner, and Athena applications.
Patient Benefit Navigator (REMOTE)
Jencare Senior Medical Center
01.2022 - 11.2023
- Make or receive inbound and outbound calls to introduce Medicaid State funded programs
- Complete the Wellness Surveys
- Assist patients with applying for the Medicaid/Snap Benefits, which include the Medicare Savings Program/Extra help/Pickle /Medically needed programs
- Assist with renewal upon renewal date of qualified Medicaid benefits/Snap Benefits
- Informing patients of needed resources for extra support to assist with utility, food and financial insecurities
- Inform patient of needed documentation required by the state of Louisiana to submit for approval of state funded programs
- Inform patient of required income level for said program
- Annotate patient's medical chart as well as Medicaid documentation survey so that my productivity reflects in the company database system
- Educate the patient about the benefits of applying for the state funded programs.
- Provided excellent customer service to patients.
- Educated patients on insurance and healthcare plans.
- Followed document protocols to safeguard confidentiality of patient records.
- Verified patient insurance eligibility and entered patient information into system.
- Engaged with patients to provide critical information.
- Entered details into computer systems and managed database of information.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Advocated for patient rights and access to support resources in healthcare settings.
- Answered incoming calls, scheduled appointments and filed medical records.
Front Desk Teamlead/Assistant Manager
Jencare Senior Medical Center
04.2014 - 12.2021
- Open/close clinic
- Retrieve after hours call log at the beginning of the day
- Annotate messages into patient charts for the Primary Care Providers' review
- Assist with indexing/scanning medical records into the patients charts
- Transfer emails that are forwarded from the transitional care coordinator team regarding patient's stay in the hospital to the assigned care teams of that patient
- Process copays through excel and email copay spreadsheet with receipt to the corporate office and prepare for weekly deposits to desired bank and bring deposits to the bank
- Manage physician schedules; including open/close or blocking schedules for paid time off/meetings/schedule closures
- Schedule/cancel/edit appointments or appointment time for routine office visits or hospital discharge visits when needed
- Assist contacting patients to confirm their next day appointment
- Assist with interviewing for front desk positions
- Inspect front desk duties and overseer of front desk daily responsibilities
- Route transportation for those patients that rely on our assistance to get them to and from doctor appointments with Jencare by way of Uber/Lyft
- Assist patient with getting out and into the complimentary transportation
- Monitor patients visits on the atc board to make sure that patients are not sitting for more than 15 minutes to see their provider
- Process mail, incoming/outgoing
- Prepare monitors for weekly conference call meetings for medical staff
- Answer multiple phone lines
- Be transparent and inform staff of any changes within the Jencare centers pertaining to front desk duties that may impact the clerical process
- EFax/scanning of medical information pertaining to the patient
- Place work orders to facilities dept
- Call Acadian ambulance service to transport those pts that are wheelchair or bed bound
- Resolve patient concerns/complaints
- Interact with patients as a lobby ambassador
- Verify insurance monthly prior to visits with the primary care provider/specialist and update medical charts with active insurance coverage
- Conduct the new patient orientation presentation weekly
- Assist with ordering lunches for providers weekly meetings
- Conduct daily huddles with front desk team members
- Review daily center progress numbers with staff members in morning huddles
- Process outgoing and incoming mail to sort.
- Monitored front desk staffing hours and scheduled weekly employee shifts.
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
- Responded to customer service inquiries, both in-person and by telephone.
- Maintained high level of service and hospitality, contributing to corporate service recognition for property.
- Supervised front desk staff consisting of 8 employees.
- Worked with housekeeping team to resolve issues or questions.
- Provided resources for training new employees and ongoing training for current staff.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Attended staff meetings and brought issues to attention of upper management.
Referral Authorization Coordinator
Jencare Senior Medical Center
10.2013 - 04.2014
- Processing authorizations for services that are referred by the primary care physicians to outside specialists
- Scheduling of patients for outside referral appointments with requested specialist
- Contact patients medical insurance company to assist with arranging medical transportation to get the patient to/from specialist visits
- Verify medical Insurance prior to appointments
- Assist with scheduling new or f/u referral appointments with patients for in house services
- Check patients in/out
- Assist with answering inbound calls/make outbound calls to confirm upcoming referral appointments
- Maintained consistent follow-up on status of prior authorization requests.
- Reviewed documentation for accuracy and assessment of necessity.
- Maintained files and controlled records to show correspondence activities.
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Registration Receptionist
Ochsner Pediatrics
06.2011 - 10.2013
- Confirmed appointments, communicated with patients, and updated patient records.
- Check patients in/out for medical appointment with primary care provider
- schedule needed f/u appointments for patients
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Organized, maintained and updated information in computer databases.
- Collected cc/cash payments, processed transactions and updated relevant records.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Routed incoming mail and messages to relevant personnel without delay.
Housekeeping Supervisor
Holiday Inn French Quarter
12.2010 - 06.2011
Patient Service Associate
Ochsner Pediatrics
06.2009 - 11.2010
Patient Service Associate
Ochsner Internal Medicine Department
01.2008 - 11.2008
Front Desk Service Associate/concierge
Plaza Suites Of Metairie
04.2003 - 12.2007
Property Manager
The Frenchmen Hotel
06.2001 - 07.2002
Front Dest Agent/conciege
The Frenchmen Hotel
02.1999 - 06.2001
Transitional Care Coordinator
CVS Healthspire (REMOTE)
06.2024 - Current
- Collaborated with medical teams to identify high-risk patients who required targeted interventions for a successful transition to the next level of care.
- Promoted interdisciplinary collaboration through regular case conferences, leading to more effective utilization of resources for optimal patient outcomes.
- Monitored key performance indicators related to transitional care, implementing continuous improvement strategies as needed.
- Ensured compliance with regulatory requirements by meticulously documenting patient progress and interventions in electronic health records.
- Served as a liaison between hospital staff, outpatient providers, and community agencies, bridging gaps in communication to optimize continuity of care for patients transitioning between settings.
- Facilitated discharge planning meetings to develop comprehensive care plans tailored to each patient''s unique needs.
- Conducted thorough assessments of patients'' psychosocial needs during admission interviews to ensure appropriate support was in place throughout their stay and after discharge.
- Reduced readmission rates by effectively managing patient discharges and following up on post-discharge needs.
- Improved patient satisfaction scores with timely coordination of resources, including home care and rehabilitation services.
- Educated patients and families on available community resources, empowering them to make informed decisions about their ongoing care.
- Enhanced patient care by coordinating transitional services and ensuring seamless communication between healthcare providers.
Education
Delgado Community College
Warren Easton Senior School
Certification - Human Resources Management
Penn Foster College
Scottsdale, AZ06.2024
Master Class Management -
01.2017
Skills
- Customer Service focused/Professional Telephone Demeanor
- Customer Relations
- Verbal Communication
- Call Triaging
- Documentation Skills
- Paperwork Processing
- Data Entry
- Medical Terminology Knowledge
- Problem-Solving Abilities
- Scheduling
- Complaint Resolution
- Call Management/Multi-line Phone
Technical Computer Skills
- Microsoft office suites (word, excel, power point) word perfect
- Internet/Intranet
- Windows
- Alpha/numeric filing
- Computer faxing
- Experience with working with special programs (epic, power bi and dashboard and ring central).
- Availity/other Medical Insurance verification systems
References Available
Upon Request
Timeline
Transitional Care Coordinator
CVS Healthspire (REMOTE)
06.2024 - Current
Patient Access Reprentative/Care Navigator
Ascension Medical Group (REMOTE)
12.2023 - 06.2024
Patient Benefit Navigator (REMOTE)
Jencare Senior Medical Center
01.2022 - 11.2023
Front Desk Teamlead/Assistant Manager
Jencare Senior Medical Center
04.2014 - 12.2021
Referral Authorization Coordinator
Jencare Senior Medical Center
10.2013 - 04.2014
Registration Receptionist
Ochsner Pediatrics
06.2011 - 10.2013
Housekeeping Supervisor
Holiday Inn French Quarter
12.2010 - 06.2011
Patient Service Associate
Ochsner Pediatrics
06.2009 - 11.2010
Patient Service Associate
Ochsner Internal Medicine Department
01.2008 - 11.2008
Front Desk Service Associate/concierge
Plaza Suites Of Metairie
04.2003 - 12.2007
Property Manager
The Frenchmen Hotel
06.2001 - 07.2002
Front Dest Agent/conciege
The Frenchmen Hotel
02.1999 - 06.2001
Warren Easton Senior School
Master Class Management -
Delgado Community College
Certification - Human Resources Management
Penn Foster College
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