LAKEISHA RICHARDS

• Provide patients with a personalized check in/out process that creates a timely, seamless and positive experience. Assist in appointment confirmations and patient outreach in partnership with Doctor availability
• Multitasking by managing multiple phone lines, greeting patients and walk ins, scheduling appointments and assisting office staff duties as needed.
• Answered over 50 telephone calls per day to handle rescheduled, missed and reassigned visit requests
• Used EPIC to maintain electronic patient files, successfully maintaining over 75-100 patient files.
• Verified patient's insurance eligibility and benefits coverage
• Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment
• Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan
• Collected patient co-pay and issued receipt to confirm payment
• Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
• Scheduled appointments to enter appointment date and time into computerized scheduler.

● Greets and assists customers, patients, and visitors

• Scheduled appointments to enter appointment date and time into computerized scheduler.
• Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
• Collected patient co-pay and issued receipt to confirm payment.
• Inputted accurate patient insurance, billing and payment information in EPICC.

● Identifies patients utilizing two forms of identification

● Assist in meeting departmental goals, point of service collections and registration accuracy

● Assisting with the phone lines and scheduling follow-up appointments for the patients

• Provided support service to patients prescribed Humatrope a growth hormone manufactured by Eli Lilly
• Worked with and formed relationships with patient's, health care providers, pharmacies and insurance companies
• Assisted in gathering information to complete insurance benefit investigations and getting prior authorizations in place
• Assisted the clinical team with setting up appeals if needed
• Worked with the Field Service Manager for my service territory
• Assisted management with a training presentation for new hires
• Assisted with providing coaching for new hires
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Managed time efficiently in order to complete all tasks within deadlines
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Managed over 70-80 patient calls per day.

● Collects and reviews all patients’ insurance information needed to complete the benefit verification process

● Verifies patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options

● Contact patients’ insurance company to verify coverage

● Serving as a valued member of the health care team, helping patients get the medical procedures they need

• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Researched and evaluated new benefits programs to select cost-effective providers and coverage levels.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

● Handled as many as 75 plus incoming calls per day

● Handled customer issues, made outbound calls to customers and service providers

● Promoted company products and services

● Set up service appointments, create files for customers and assist customers in troubleshooting

• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Promoted available products and services to customers during service, account management, and order calls.

• Interacted with customers by phone, email, or in-person to provide information.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained electronic and paper filing systems for easy retrieval of information.
• Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
• Organized, facilitated and participated in community service efforts.
• Completed bi-weekly payroll for 4 employees