La-Toya Henley
Mattapan,MA
Summary
Dynamic professional with extensive experience in healthcare administration. Proven expertise in electronic health records and regulatory compliance, delivering exceptional customer service while effectively managing patient scheduling and documentation. Recognized for resolving conflicts and enhancing patient satisfaction through clear communication and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Front End Agent
Accenture/MA Health Connector
Boston, MA
02.2024 - Current
- Effectively communicated with members, providing clear and concise information about their health coverage options.
- Assisted in resolving member issues, ensuring timely and effective resolutions.
- Served as the primary point of contact for new members, providing comprehensive guidance and support through the onboarding process.
- Explained service models, gathered member information, and verified insurance benefits.
- Helped members upload proper documentation to their accounts.
- Assisted members with making binder/premium payments, and setting up autopay.
- Evaluated members' eligibility for MassHealth and Health Connector plans.
- Assisted members in choosing suitable plans, explained insurance policies, regulations, and premium tax credits.
- Processed claims and paperwork.
- Maintained up-to-date knowledge of healthcare laws and regulations.
- Connected members with community resources and health services to improve their health and well being
Site Manager
Ricoh USA/Boston Financial
Boston, MA
10.2022 - 09.2023
- Organized events at the site such as conferences or workshops.
- Scheduled maintenance tasks and ensured all equipment was functioning properly.
- Maintained records of inventory, assets, personnel and other relevant data.
- Performed inspections of the facility on a regular basis to ensure security measures were followed.
- Collaborated with vendors for procurement of materials needed for projects.
- Ensured compliance with safety protocols, regulations and standards.
- Coordinated workflow between departments to maximize productivity.
- Managed daily operations of the site, including staff and contractors.
- Responded promptly to customer inquiries or complaints.
- Mentored new employees on safety protocols, processes and procedures.
- Negotiated contracts with suppliers for services such as catering or transportation needs.
- Complied with operational standards and OSHA regulations.
- Maintained safe operating compliance and verified that operations met best practice standards.
- Directed site activities to drive smooth operations and achieve quality assurance metrics.
- Developed and maintained strong relationships with clients, ensuring satisfaction and fostering repeat business.
- Performed routine audits to maintain inventories, supplies and equipment.
- Ensured compliance with local, state, and federal regulations, preventing legal issues.
- Retained records of supplies and tools used and tasks performed for each project.
- Managed the procurement process, ensuring materials and equipment were acquired at optimal costs.
- Inspected and evaluated physical condition of establishment to comply with safety, quality and service requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided convenience copier fleet service, copy center services, mailroom services, and shipping and receiving.
- Coordinate quarterly meetings in advance of review dates.
- Scanned important legal documents.
Covid Community Scheduler
Cape Cod Healthcare
Boston, MA
12.2020 - 10.2021
- Ensured compliance with local, state, and federal health regulations related to COVID-19 safety protocols.
- Responded promptly to inquiries from members of the public regarding available testing sites and services.
- Collaborated with other departments in order to develop efficient processes for conducting screenings.
- Assisted patients with completing COVID-19 screening forms and questionnaires.
- Conducted contact tracing for individuals who tested positive for COVID-19 or had close contact with a confirmed case.
- Maintained accurate records of daily screenings and results in accordance with HIPAA regulations.
- Responded to emergency situations following established protocols.
- Educated patients about symptoms associated with COVID-19 and when to seek medical attention.
- Reviewed current literature on new developments in testing methods, treatments, and vaccines related to COVID-19.
- Followed up with patients via telephone or email regarding their test results and answered any additional questions they may have had.
- Provided support to healthcare staff by answering questions and addressing concerns regarding COVID-19 screening procedures.
- Provided emotional support to anxious or distressed patients during the screening process.
- Provided guidance to patients on the importance of following CDC guidelines for preventing the spread of COVID-19.
- Adhered strictly to infection control policies and procedures related to Covid 19 pandemic situation.
- Documented data in designated system to present to client upon request.
- Communicated professionally to explain COVID-19 screening procedures to staff members and visitors.
- Maintained accurate records of screenings for health department compliance.
- Implemented and enforced social distancing measures during the screening process.
- Provided support and information to individuals who were anxious or had questions about COVID-19.
- Provided clear instructions to individuals on safety protocols and next steps if screening failed.
- Ensured confidentiality and sensitivity when handling personal health information.
- Directed individuals with symptoms or exposure to designated quarantine or testing areas.
- Administered health questionnaires to assess COVID-19 symptoms and exposure risks.
- Liaised with public health officials to report cases identified during screening.
- Collaborated with healthcare professionals to update screening procedures as guidelines evolved.
- Participated in training sessions to stay informed on the latest COVID-19 developments and safety protocols.
- Collaborated with healthcare teams to determine needs and support daily objectives.
- Maintained compliance with HIPAA protocols to safeguard patient privacy.
- Processed rapid orders for physicians.
- Scheduled COVID PNR test for patients for travel, and for patients returning to work or school.
- Scheduled vaccination appointments
Medical Administrative Assistant
Brigham's & Women's Hospital
Jamaica Plain, MA
04.2018 - 03.2020
- Greeted patients, verified insurance coverage and collected copayments.
- Ordered office supplies and maintained inventory levels of medical supplies.
- Coordinated meetings between physicians and other healthcare professionals.
- Processed incoming mail such as invoices, payments and correspondence.
- Retrieved lab results from outside laboratories and entered them into EHR systems.
- Processed referrals from primary care physicians and specialists as needed.
- Maintained a filing system for patient records and physician orders.
- Scanned documents into EHR systems according to established protocols.
- Entered patient demographic information into the Electronic Health Records system.
- Maintained confidentiality of all patient information according to HIPAA regulations.
- Assisted with scheduling diagnostic tests such as X-rays, MRIs, and CT scans when requested by physicians or nurse practitioners.
- Answered phones, scheduled appointments, and provided general information to callers.
- Provided administrative support to clinical staff as needed.
- Prepared patient charts for upcoming appointments, including collecting patient history forms and other relevant documents.
- Handled customer complaints in a professional manner while resolving issues quickly and efficiently.
- Organized, distributed and replenished office supplies to keep department running efficiently.
- Answered phone calls to provide assistance, information, and medical personnel access.
- Scheduled patient appointments, accounting for physician availability and optimal patient loads.
- Updated patient accounts and information daily.
- Scheduled and confirmed patient appointments for diagnostic, surgical, and consultation services.
- Scheduled radiology exams for patients.
- Confirmed patient information, collected copays and verified insurance.
- Reached out to patients' day before scheduled appointments to confirm times and instructions.
- Triaged incoming patients by assessing conditions and modified schedules to handle more severe concerns quickly.
Medical Secretary
Atrius Health
Needham, MA
08.2017 - 02.2018
- Answered incoming calls in a professional manner and directed them to the appropriate personnel.
- Ordered office supplies when needed while monitoring inventory levels at all times.
- Facilitated communication between patients, physicians, and other healthcare professionals.
- Responded to inquiries from patients regarding billing, scheduling and appointment changes.
- Performed data entry tasks related to patient information into various databases.
- Ensured HIPAA compliance was maintained throughout the practice by following protocols.
- Created new patient files when needed and ensured that all documents were properly filed in each file folder.
- Managed daily calendars for multiple providers, setting up appointments as needed.
- Monitored patient messages sent via email or phone message system and responded accordingly.
- Prepared correspondence such as letters, reports or memos on behalf of the office staff.
- Documented and responded to incoming correspondences to address questions.
- Coordinated logistics for patient hospital admissions.
- Assisted in patient education regarding medical procedures and pre-visit requirements.
- Conducted follow-up calls to patients for appointment reminders and care instructions.
- Utilized medical software for patient registration, scheduling, and records management.
- Coordinated and arranged for laboratory services and collected specimens.
- Coordinated, welcomed packets for new patients.
- Took VNA results on patients/update any changes
Patient Access - Radiology Registration
Boston Medical Center
Boston, MA
11.2016 - 07.2017
- Responsible for being patients' first point of contact.
- Verified patient demographics for each visit.
- Verified that all authorizations were attached to the appropriate visits.
- Arranged transportation for patients who needed assistance, as well as in-patient transport.
- I entered radiology orders in EPIC for walk-in patients.
- Released orders in EPIC.
- Arrived patients in the system upon arrival.
- Kept a log of inpatients' stats needing to come down for exams.
- Created visits for laboratory patients.
- Responsible for maintaining patient privacy.
- Triaged incoming calls transferred accordingly
Office Manager
Lopes & Asscociates
Roxbury, MA
06.2014 - 10.2016
- Monitored inventory levels and placed orders when needed.
- Provided training to new hires on office policies and procedures.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Assisted in recruiting, onboarding and training new employees.
- Processed 48-hour, 14-day, and 30-day notices to quit for clients and their tenants.
- Prepared notices for constables to serve.
- Prepared subpoenas to be served to civilians.
- Processed court documents for attorneys and housing court.
- Scheduled evictions on tenants, confirmed with property managers.
- Coordinated eviction dates with the moving company and constables that need to be on hand during the service.
- Processed payments for services from the landlords and property managers.
- Kept an up-to-date log of evictions being rendered.
Patient Service Coordinator
Mass General Hospital
Boston, MA
11.2011 - 05.2014
- Coordinated the release of medical records to third parties upon request.
- Maintained accurate documentation of patient visits and follow-up care plans.
- Facilitated communication between clinical staff members to ensure continuity of care.
- Updated patient demographic information as needed in EHR system.
- Reviewed patient charts prior to physician visit to ensure accuracy.
- Scheduled laboratory tests or diagnostic imaging studies as directed by physicians.
- Performed data entry into electronic health record system.
- Assisted with scheduling appointments for patients.
- Registered new patients in accordance with HIPAA guidelines.
- Greeted patients and visitors in a friendly and professional manner.
- Prepared correspondence, reports, memos, and other documents as requested by management staff.
- Managed the flow of incoming calls from patients and other healthcare providers.
- Provided administrative support to physicians, nurses, and other healthcare personnel.
- Ensured all patient forms were completed properly before submitting them for processing.
- Coordinated insurance authorization for procedures and tests.
- Ensured medical records were accurately updated with patient information.
- Answered telephone calls to schedule appointments and answer patient questions.
- Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
- Organized and maintained patient charts with proper classification and filing systems.
Patient Service Coordinator
Tufts Medical Center
Boston, MA
05.2006 - 11.2010
- Adhered to HIPAA regulations when handling confidential patient information.
- Updated patient demographic information as needed in EHR system.
- Reviewed patient charts prior to physician visit to ensure accuracy.
- Facilitated communication between clinical staff members to ensure continuity of care.
- Maintained accurate documentation of patient visits and follow-up care plans.
- Performed data entry into electronic health record system.
- Answered questions from patients regarding their accounts and billing inquiries.
- Assisted with filing insurance claims on behalf of patients.
- Assisted with scheduling appointments for patients.
- Greeted patients and visitors in a friendly and professional manner.
- Registered new patients in accordance with HIPAA guidelines.
- Managed the flow of incoming calls from patients and other healthcare providers.
- Prepared correspondence, reports, memos, and other documents as requested by management staff.
- Provided administrative support to physicians, nurses, and other healthcare personnel.
- Ensured medical records were accurately updated with patient information.
- Answered telephone calls to schedule appointments and answer patient questions.
- Oversaw patient registrations by collecting information, verifying benefits and submitting paperwork.
- Coordinated patient referrals to specialists and other healthcare services.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Applied HIPAA privacy and security regulations while handling patient information.
- Communicated financial obligations to patients and collected fees at time of service.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
Education
Medical Administrative Assistant Certificate - Medical Administation
Bryman Institute
Boston, MA04-2005
High School Diploma -
Madison Park High
Roxbury, MA06-2002
Skills
- Customer service
- Claims processing
- Patient Care
- CPT Coding
- Insurance verification
- Electronic health records
- Regulatory compliance
- Data entry
- Conflict resolution
- Patient scheduling
- Effective communication
- Office Management
- Intake
- Medisoft
- Epicare
- Microsoft Office
- Triage
- Problem solving
- Team coordination
- Documentation management
- Onboarding
- Community resource connection
- Meeting coordination
- EPIC
- Medical Terminology
- ICD 9/10
- HIPAA
- Medical Coding
- Salesforce
- Managed Care
- Calendar Management
- Sharepoint
- Medical Records Management
- EMR Systems
Timeline
Front End Agent
Accenture/MA Health Connector
02.2024 - Current
Site Manager
Ricoh USA/Boston Financial
10.2022 - 09.2023
Covid Community Scheduler
Cape Cod Healthcare
12.2020 - 10.2021
Medical Administrative Assistant
Brigham's & Women's Hospital
04.2018 - 03.2020
Medical Secretary
Atrius Health
08.2017 - 02.2018
Patient Access - Radiology Registration
Boston Medical Center
11.2016 - 07.2017
Office Manager
Lopes & Asscociates
06.2014 - 10.2016
Patient Service Coordinator
Mass General Hospital
11.2011 - 05.2014
Patient Service Coordinator
Tufts Medical Center
05.2006 - 11.2010
Medical Administrative Assistant Certificate - Medical Administation
Bryman Institute
High School Diploma -
Madison Park High
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