Lakeisha Strange
San Pedro,CA
Summary
Dedicated Liaison Representative experienced in patient engagement and referral management. Delivered optimized patient care through effective healthcare documentation and problem-solving. Focused on enhancing communication to improve overall patient experiences.
Overview
8
8
years of professional experience
Work History
Liaison Representative
Apria Healthcare
El Segundo, CA
03.2024 - 07.2026
- Established and maintained strong relationships with healthcare providers to streamline patient care processes.
- Coordinated the evaluation and admission workflow by addressing referrals and systematically uploading necessary documentation to advance order processing.
- Achieved first call resolution by upholding exceptional customer service standards and facilitating communication between patients, families, and both internal and external providers.
- Facilitated access to durable medical equipment for healthcare institutions, enhancing patient care. Empowered patients with COPD by delivering essential products and services, contributing to improved health outcomes.
- Engaged with care coordinators and discharge planners to optimize referral admissions and uphold high standards of patient service.
- Collaborated with directors of assigned territory hospitals to establish terms and conditions for contractual agreements with Apria Healthcare.
- Facilitated daily communication among case managers, doctors, and nurses to expedite medical clearances and equipment setups.
- Coordinated outreach to patients to ensure understanding of medical devices and equipment, confirming orders and discussing financial responsibilities.
- Executed timely follow-up on renewal authorizations to ensure uninterrupted reimbursement processes.
- Identified and established key relationships within the institution aimed at improving patient care outcomes.
- Supported operational efficiency by overseeing utilization processes and coordinating member transitions during capitation switch outs.
- Facilitated troubleshooting efforts with medical groups and relevant on-site departments to resolve issues efficiently.
- Assisted clients and referral sources in selecting appropriate products. Provided support to clients and referral sources regarding product options. Helped clients and referral sources navigate product offerings.
- Oversaw acquisition of critical equipment to support project goals. Managed resources to optimize team performance through essential equipment.
- Executed daily tasks with a focus on maintaining high accuracy standards.
- Ensured adherence to company policies, procedures, laws, regulations, and standards of practice.
Patient Care Coordinator
LA Care Medical Group
Los Angeles, CA
05.2023 - 12.2025
- Managed communication channels by efficiently handling phone calls and emails, maintaining a high standard of customer service.
- Guided members through enrollment process for chosen healthcare plans, delivering essential education on medical plan features.
- Executed verification and updates of member demographics to ensure data accuracy.
- Assisted members in navigating insurance options to ensure alignment with chosen network providers.
- Facilitated intake of patient complaints and grievances, ensuring thorough documentation and follow-up.
- Coordinated discussions with healthcare professionals to ensure effective member referral management.
- Coordinated appointment scheduling and cancellations to optimize physician availability.
- Initiated request to accelerate fulfillment of outstanding referral orders.
- Processed membership payments and allocated funds to member accounts.
- Managed scheduling and execution of transportation services for member's doctor visits, prioritizing reliability and convenience.
- Administered electronic health records to uphold data integrity and adhere to compliance standards.
- Educated patients on available treatment options and services to empower informed choices regarding their health.
- Implemented protocols for handling sensitive patient information, safeguarding confidentiality and privacy at all times.
- Developed and delivered comprehensive training programs for new employees to enhance understanding of operational procedures and patient engagement techniques.
- Delivered exceptional customer service by promptly addressing concerns and answering questions to enhance patient satisfaction.
- Managed relationships with insurance companies to streamline billing and claim processes, effectively reducing errors and financial inconsistencies.
- Designed and launched a patient reminder system, significantly minimizing no-shows and late arrivals.
Client Service Representative
Optum
Torrance, CA
03.2018 - 04.2022
- Managed high volume of incoming calls to efficiently schedule patient office visits.
- Coordinated patient office visits by confirming scheduled, rescheduled, or canceled appointments directly with patients. Supported patients in managing their appointments through effective communication.
- Verified patient eligibility and insurance coverage. Assisted patients with referrals, prescription refills, and scheduling using IDX Epic Touch.
- Paged doctor upon patient request and coordinated with physician offices on submitted documents. Documented doctor pages within patient notes for accurate record-keeping. Followed up with physician offices to ensure timely communication regarding patient needs.
- Assisted patients with urgent care clinic inquiries after hours by providing location information and operational details. Supported patients in finding urgent care facilities by managing after-hour calls and delivering essential office operation information.
- Assisted telehealth nurses with patient intake submissions upon request. Supported nursing staff by processing patient intakes for telehealth services.
- Communicated approval or denial of referral requests to patients within designated time frames.
- Managed the submission process for prescription requests to healthcare providers, guaranteeing all medication details were accurately conveyed. Oversaw the preparation and delivery of prescription requests to physicians, ensuring completeness of medication information.
- Coordinated follow-ups on authorizations with care management department. Received faxed referrals to confirm processing status.
- Managed customer complaints effectively, ensuring high-quality service delivery. Contacted care management for authorization updates.
- Cultivated strong relationships with patients through proactive communication and problem-solving. Led initiatives to enhance patient experience by delivering prompt and reliable assistance.
- Assisted patients by listening to their concerns and directing calls to the right department. Responded to escalated calls with care and empathy to address patient needs.
- Trained and mentored new team members on best practices in client interactions.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
Education
Associate of Arts - Business Administration And Management
University Of Phoenix
Torrance, CA08-2004
High School Diploma -
Nathaniel Narbonne High
Harbor City, CA06-1999
Skills
- Referral management
- Patient engagement
- Patient data management
- Electronic medical records
- Healthcare documentation
- Administrative skills
- Problem-solving
- EMR Systems
Salesforce
65 WPM
SAP
Epic
Microsoft Outlook
CRM Software
POS Systems
Salesforce Service Cloud
Zendesk
Microsoft Excel
Data Entry
Microsoft Excel 365
Customer Service
Marketing
Sales
Timeline
Liaison Representative
Apria Healthcare
03.2024 - 07.2026
Patient Care Coordinator
LA Care Medical Group
05.2023 - 12.2025
Client Service Representative
Optum
03.2018 - 04.2022
Associate of Arts - Business Administration And Management
University Of Phoenix
High School Diploma -
Nathaniel Narbonne High