LaKesha McDougle
Glendale,AZ
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
HIM Representative
Aurora Behavioral Health
11.2021 - Current
- Retrieve charts from the nursing unit
- Assemble charts in appropriate order, and analyze chart for deficiencies
- Assist physicians and staff with medical records questions, problems and requests
- Answer department phones promptly
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Route messages as necessary, refers person to appropriate staff member or department
- Complete daily and bi-weekly in-house physician billing for long-term inpatients.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Generated reports detailing findings and recommendations.
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Assisted in training new Medical Records Clerks, sharing best practices for managing files efficiently while maintaining confidentiality.
- Maintained patient records systems by archiving, scaning and indexing important documents and files.
Client Information Specialist II-Customer Services
Arizona Children Association
07.2020 - 09.2021
- Schedules intake appointments with the Intake Clinicians
- Gathers pertinent demographic information and complete referral data sheet for all potential clients
- Checks, update and verifies Insurances, utilizing the Regional Behavioral Health Portals and AHCCCS Portal information in medical records
- Opens and closes client records upon admission, transfer and discharge of intake referrals
- Generates and distributes reports from the Nextgen electronic medical record system
- Completes Monthly reports such as such as Access to Care, Referral Tracking log, and Follow-up Reports
- Analyzes submitted documents and forms for completeness and accuracy
- Assists in reconciling incongruent information in the electronic system by contacting parents, foster parents, guardians, and insurance providers involved with client coordination of care.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
ACT Program Assistant
LaFrontera Empact-Phoenix, AZ
10.2017 - 07.2020
- Schedule Seriously Mentally Ill (SMI) Participants appointments and act as a Liaison regarding participant needs and clinical Team
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Deescalating participants Crisis Intervention
- File/Scan all documents into Seriously Mental Ill (SMI) Participants electronic health record
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Input data into spreadsheets and databases.
- Verified insurance eligibility and benefits and updated insurance information.
- Handle matters as directed and maintain communication with staff
- Interacted with customers and clients by phone, email, or in-person to provide information.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Provided guidance to families on navigating mental health resources, enhancing their ability to support their loved ones'' recovery journey.
Office Assistant
Partners in Recovery-Phoenix, AZ
08.2017 - 10.2017
- Interacted with customers by phone, email, or in-person to provide information.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Maintained confidentiality of information regarding clients and company.
- Operated multi-line telephone system to answer and direct high volume of calls.
Office Manager
Sojourner Center Health-Phoenix, AZ
01.2017 - 07.2017
- Greet and assists staff, clients, and others in a courteous and timely manner, including directing incoming calls appropriately
- Schedule all clinic visits and follow up appointments
- Perform insurance verification and/or pre-authorization as necessary
- Develop, implements and maintains the Behavioral Health Clinic’s referral process
- Provide administrative support for clinical staff of social workers and licensed therapist, assessing priorities as necessary
- Communicate with clients and/or their families to provide necessary pre-appointment instructions
- Communicate with clinicians and other team members to ensure availability of facilities and staff
- Provide other administrative services associated with the operation of the outpatient clinic.
Administration Office Assistant
Southwest Network -Phoenix, AZ
09.2016 - 01.2017
- Completed clerical tasks such as filing, copying, and distributing mail.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments and validate parking.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Processed incoming and outgoing mail and packages according to established procedures.
- Coordinated and scheduled meetings and appointments.
Education
Certificate - Medial Billing And Coding
KC Medical Coding Training
Kansas City, MO07.2021
Health Administration/Health Information Systems - Health Administration
University of Phoenix-Phoenix, AZ
Phoenix, AZ03.2012
Diploma - Junior High Education
Okmulgee High School
Okmulgee, OK05.1994
Skills
- Critical Thinking
- Office equipment proficiency
- Public Notary
- Direct Support
- Microsoft PowerPoint
- Organizational Skills
- Goal-oriented mindset
- Customer Support
- Customer Relations
- Data entry proficiency
- Electronic Medical Records
- Staff Training
- Problem Resolution
- HIPAA Compliance Understanding
- Critical Thinking Capacity
- Microsoft Office Suite proficiency
- Health Information Systems Familiarity
- Customer Service
- Call center experience
- Telephone Etiquette
- Active Listening
- Microsoft Outlook
- Proofreading
Timeline
HIM Representative
Aurora Behavioral Health
11.2021 - Current
Client Information Specialist II-Customer Services
Arizona Children Association
07.2020 - 09.2021
ACT Program Assistant
LaFrontera Empact-Phoenix, AZ
10.2017 - 07.2020
Office Assistant
Partners in Recovery-Phoenix, AZ
08.2017 - 10.2017
Office Manager
Sojourner Center Health-Phoenix, AZ
01.2017 - 07.2017
Administration Office Assistant
Southwest Network -Phoenix, AZ
09.2016 - 01.2017
Certificate - Medial Billing And Coding
KC Medical Coding Training
Health Administration/Health Information Systems - Health Administration
University of Phoenix-Phoenix, AZ
Diploma - Junior High Education
Okmulgee High School