Kimberly Lucia

Address customer service issues, and coordinate solutions effectively.

Effectively communicated and collaborated with a variety of individuals on a daily basis within a PACT team.

Scheduled appointments for veterans in a timely and accurate manner.

Provided excellent customer service.

• Complete work using telephone and computer equipment responding to inbound calls on a daily basis.
• Counsel Veterans, their dependents, and their beneficiaries via telephone regarding the full array of benefits available through the Department Of Veterans Affairs.
• Counsel veterans and dependents, and their beneficiaries via telephone regarding the full array of non-VA benefits available through other organizations that are concerned with Veterans.
• Explain the types of documents necessary to facilitate timely processing of claims.
• Provide assistance in obtaining and completing documents and forms in accordance with the type of claim being submitted.
• Explain decisions and reasons for the decisions made by the VA and communicate the information both orally and in writing to Veterans.
• Perform claim-related work such as change of address, direct deposits,burial allowance claims,etc.

• Effectively communicated and collaborated with a variety of individuals on a daily basis within a PACT team. Performed medical records management.
• Provided coordination and administrative support to ensure smooth clinic operations.
• Scheduled outpatient clinic appointments in a timely and accurate manner.
• Provided excellent customer service.
• Confirmed patient eligibility, reviewed and forwarded patient enrollment information to designated clinics.
• Updated insurance information.
• Address customer service issues and coordinate solutions effectively.

• Advisor to Veterans on the National Enrollment Program, the established priority levels, and the qualification necessary to enroll in VA medical care.
• Ensure all Veterans in the database are eligible for enrollment and are properly enrolled through the Health Eligibility Center and all registrations are complete with no missing inconsistencies.
• Enrolled and updated Veterans in VISTA, ensuring they were eligible for health care and which priority group they were enrolled in. If not eligible, would explain the reason they were not.
• Monitored and answered phones from Veterans who called TVHS Business Office phone number, providing excellent customer service via phone, correspondence via e-mail to enroll new Veterans or financial updates.
• Scheduled and admitted patients for inpatient services.

• Managed the demands of a very fast paced work environment, courteously receives patients,visitors and staff members to the Radiology Department.
• Prepared and maintained the radiology waiting area by adequately filling medical forms, patient information pamphlets and proper writing instruments.
• Securely maintained electronic and paper filing systems for patients,following HIPAA guidlines and using several automated systems including CHCS, and IMPAC systems.
• Schedules and coordinates complex appointments in various modalities of the Radiology departments such as Ultrasound,Computed Tomography, Mammography, MRI, and Fluoroscopy, using CHCHS and the Patient Appointment System.
• Verify, enter and update patient demographics in CHCS.
• Thoroughly explains and instructs patients and caregivers on preparation for routine and specialty appointments, assists patients with filling out any and all forms.
• Managed multi line phone system, routing messages and telephone calls appropriately.

• Provided coordination and support to ensure smooth operations in a hospital environment, maintaining compliance with established policies and procedures.
• Effectively communicated and collaborated with a variety of individuals on a daily basis including patients, family members, nursing staff, and physicians.
• Maintained inpatient roster, updated patient records, update physician assignments, and processed physician orders. Accurately interpreted and verified provider orders.
• Completed all patient movements including room assignments,interward transfers,discharges,ASIH, and interfacility transfers using specialized software program.
• Update patient records on a daily basis at the beginning of the physicians rotation with current physicians treating specialty and ward.
• Scheduled inpatient surgical return appointments upon discharge.
• Additional duties included providing phone coverage,performing professional customer service, processing orders,filing,and ordering and stocking supplies.
• Entered work orders,performed chart assembly, and utilized tube system.

• Effectively communicated and collaborated with a variety of individuals on a daily basis within a PACT team. Performed medical records management.
• Provided coordination and administrative support to ensure smooth clinic operations.
• Scheduled clinic outpatient appointments in a timely and accurate manner.
• Registered new patients and served as the initial contact for Veterans needing care.
• Confirmed patient eligibility, and reviewed and forwarded patient enrollment information to designated clinics.
• Processed orders for health care providers including lab tests and referrals for specialty services.