KIKAXY VAUGHAN
4670 Pebble Lake Drive,NC
Summary
Patient Services Specialist with exceptional communication skills offering patient-centric approach to comprehensive administrative support in healthcare clinics and facilities. Demonstrated to deliver outstanding customer service and leverage technology to manage patient scheduling and registration processes to facilitate patient care. Skilled in fostering positive patient experiences while maintaining cost-efficiency and compliance.
Overview
14
14
years of professional experience
Work History
Patient Referral Coordinator
Novant Health Colon & Rectal Clinic
Clemmons, NC
08.2024 - Current
- Coordinated patient referrals, ensuring timely communication with healthcare providers and patients.
- Managed scheduling of diagnostic tests and procedures to optimize patient flow and resource utilization.
- Streamlined referral processes, enhancing efficiency in patient transitions between specialties.
- Collaborated with clinical staff to resolve patient inquiries and ensure a seamless referral experience.
- Maintained accurate patient records in electronic health systems, supporting compliance and data integrity.
- Trained new team members on referral procedures and software tools for improved operational consistency.
- Reduced appointment cancellations by proactively managing scheduling conflicts and rescheduling promptly when necessary.
- Enhanced patient experience by coordinating timely and efficient referrals to specialists.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Optimized utilization of resources by efficiently allocating appointments based on provider availability and patient needs.
- Served as a liaison between patients, providers, and insurance companies during the referral process, addressing any concerns or questions that arose along the way.
Patient Referral Coordinator
Atrium Health Wake Forest Baptist Ophthalmology
Winston Salem
04.2023 - Current
- Maintained confidentiality of patient data and condition to safeguard health information.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Acted as main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Delivered excellent patient experiences and direct care.
- Worked with patients to schedule tests and procedures.
- Reviewed medical charts and served as liaison between patient, doctor and hospital.
- Explained upcoming treatment preparation, instructions and other facts to patients.
- Encouraged patients to schedule recommended tests and procedures.
- Resolved problems with areas such as communication and billing that could negatively impact services.
- Developed strategic relationships with general practitioners and coworkers to build strong network.
- Resolved problems with communication and billing to foster seamless services.
- Worked with patients to schedule tests and procedures
- Worked closely with patients to deliver excellent and direct individualized patient care
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication
Patient Service Specialist II, Shift Lead - EMS
Atrium Health Wake Forest Baptist
Winston Salem, NC
04.2021 - 05.2023
- Entered accurate patient insurance, billing and payment information in Epic.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Collected patient co-pay and issued receipt to confirm payment.
- Investigated, triaged and resolved patient issues to encourage positive experience during patient visit.
- Contacted insurance company to verify patient coverage before visit.
- Audit charts to address registration errors to prevent insurance denials.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Maintained energy and enthusiasm in fast-paced environment
- Developed and maintained courteous and effective working relationships
- Worked flexible hours across night, weekend and holiday shifts
- Actively listened to patients, handled concerns quickly and escalated major medical issues to appropriate clinical personnel
Medicare Benefit Advocate
United HealthCare
11.2020 - 04.2021
- Deliver exceptional level of service to retired employees of high profile clientele by listening to concerns and answering questions.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Worked closely with claims department and pharmacy to maintain optimum levels of communication to effectively and efficiently complete projects.
Recruiting Manager/ Client Service Manager
BAYADA Home Health
Winston Salem, NC
02.2018 - 06.2020
- Developed recruiting strategy including quarterly recruitment plan and budget utilizing relevant tools and reports (forecasting tool, funnel ratio, etc.), as applicable.
- Obtained potential new hire information - references, license, criminal background, health screening, etc.
- Governed personnel file management to ensure credentialing is in accordance to federal, state, and CHAP requirements.
- Organized retention activities including company/office contests, Presidential Scholarship, Heroes recognition, Years of Service recognition, BAYADA Bucks program, etc.
- Reviewed resumes and employment applications and interviewed applicants to evaluate work history and other qualifications
- Established and maintained contacts with schools, employment agencies and other public organizations to find and attract applicants
- Streamlined recruiting processes for entire team
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for more than 50 new employees
- Served as representative in various civic and community functions to further enhance company image and develop additional business
- Facilitated communication and coordination between employees and management to keep parties informed
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collaborated with senior client service manager to improve customer service processes and support structures company-wide.
- Established and maintained contacts with schools, employment agencies and other public organizations to find and attract applicants.
Bridal Sales Consultant
David's Bridal
Winston Salem
12.2019 - 03.2020
- Sold and fitted for brides-to-be.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Informed customers of current store promotions to encourage additional sales purchases.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Admission & Discharge Coordinator
Winston Salem Nursing & Rehabilitation
05.2017 - 02.2018
- Verified payor source, i.e., Medicare, managed care, Medicaid, insurance.
- Ensured level of care approval obtained such as PASSAR/MIMR when required and requested insurance authorization prior to admission.
- Completed preliminary paperwork for admissions and discharges.
- Collaborated closely with administrator, director of nursing, discharging facility, and maintenance by discussing requirements of each admission and effectively alleviating issues.
- Developed strong relationship with assigned patients as "Care Angel" to help nursing staff stay abreast of any potential medical concerns.
- Assisted in patient admission process based on federal and state laws
- Confirmed all insurance benefits met standards of admissions as dictated by policy
- Performed document filing, bookkeeping and faxing for busy admissions office
- Collected, sorted and reviewed marketing information and produced timely corporate reports
- Completed preliminary paperwork for incoming and outgoing patients
Case Management Discharge Facilitator
Novant Health Forsyth Medical Center
05.2013 - 05.2017
- Facilitated transition of patient from one facility to another or back to their residence by developing safe and comprehensive continuous plan of care.
- Prepared legal and medical documentation necessary to facilitate patient's movement to most appropriate level of care after hospitalization discharge.
- Maintained patient confidentiality while addressing patient's needs and desires with nursing home facilities and home health agencies.
- Designated Epic Super User for case management that provided support to physicians, case managers, and vendors after go-live
- Proved successful working within tight deadlines and fast-paced atmosphere
Insurance Verification Specialist
Novant Health Central Business Office
01.2012 - 05.2013
- Assisted other Registration Clerks with front desk duties, answering questions and accurately using reservation system.
- Followed strict procedures guidelines to protect sensitive patient information, including medical records and payment data.
- Managed over 50 customer calls per day to complete required authorization process for scheduled procedures.
- Determined appropriateness of payers to protect organization and minimize risk
- Reviewed 250 patient cases per week and verified insurance coverage information
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Observed strict procedures to protect sensitive patient information, medical records and payment data
- Communicated verification and authorization status updates with physician offices to facilitate decision-making for patient admissions and insurance coverage
- Made contact with insurance carriers to discuss policies and individual patient benefits
- Maintained strong knowledge of basic medical terminology to better understand services and procedures
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
Education
Bachelor of Arts - Business Administration
Strayer University
Greensboro, NC08.2009
Skills
- Personnel recruitment
- Advanced MS Office Suite Knowledge
- Customer and client relations
- Advanced in Epic, Greenhouse, Microsoft Excel, PowerPoint, Microsoft Word, Celltrak
- Insurance Verification
- Registration and Scheduling
- Communicating to Patients and Families
- Clinical Staff Schedule Management
- Emergency room services
- Patient care services coordination
Timeline
Patient Referral Coordinator
Novant Health Colon & Rectal Clinic
08.2024 - Current
Patient Referral Coordinator
Atrium Health Wake Forest Baptist Ophthalmology
04.2023 - Current
Patient Service Specialist II, Shift Lead - EMS
Atrium Health Wake Forest Baptist
04.2021 - 05.2023
Medicare Benefit Advocate
United HealthCare
11.2020 - 04.2021
Bridal Sales Consultant
David's Bridal
12.2019 - 03.2020
Recruiting Manager/ Client Service Manager
BAYADA Home Health
02.2018 - 06.2020
Admission & Discharge Coordinator
Winston Salem Nursing & Rehabilitation
05.2017 - 02.2018
Case Management Discharge Facilitator
Novant Health Forsyth Medical Center
05.2013 - 05.2017
Insurance Verification Specialist
Novant Health Central Business Office
01.2012 - 05.2013
Bachelor of Arts - Business Administration
Strayer University