Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Lakita Hollis

Thomasville,GA

Summary

Experienced professional with 13 years' experience in healthcare administration, specializing in insurance verification and patient coordination. Excelled in Insurance Verification Specialist role, achieving a 98% accuracy rate; adept at managing authorizations and enhancing process efficiency.

Overview

11
11
years of professional experience

Work History

Patient Access Specialist

Tufts Medical Center
12.2023 - Current
  • Managed inbound patient communications, ensuring inquiries were addressed and appointments scheduled with precision
  • Monitored and resolved work queue items, maintaining departmental efficiency in patient account management
  • Verified patient demographic and insurance details, clearly communicated financial responsibilities, and guided through pre-approval processes
  • Utilized insurance verification systems effectively, confirming patient coverage and eligibility to support administrative accuracy
  • Prepared and maintained patient charts, ensuring accuracy and completeness of data and required signatures
  • Routed patient inquiries to relevant medical staff, contributing to improved operational workflow
  • Gathered critical patient data, including insurance and identification documents, to facilitate accurate record-keeping
  • Delivered multi-channel patient support, responding to inquiries through chat, email, and phone with a high level of service
  • Executed patient registration, financial analysis, and admission tasks, while maintaining a commitment to exceptional customer service.
  • Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
  • Provided exceptional customer service, addressing patient concerns promptly and professionally.
  • Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.

Medical Insurance Authorization Specialist

Medical Solutions Supplier
07.2022 - 07.2023


  • Delivered high-quality customer service, resolving authorization inquiries with a 90% satisfaction rating.
  • Ensured timely and appropriate case resolution in alignment with state, federal, and healthcare guidelines.
  • Utilized expertise in insurance verification and recertification to ensure accurate coverage determination.
  • Demonstrated proficiency in handling insurance inquiries, maintaining patient records, and verifying coverage eligibility.
  • Met or exceeded departmental goals for recertification and insurance verification accuracy.
  • Employed strong attention to detail and process-driven approach to ensure efficiency in a fast-paced environment.
  • Successfully managed patient accounts to minimize errors and discrepancies.
  • Contributed to maintaining HIPAA compliance and patient confidentiality.
  • Reduced processing times by effectively managing a high volume of authorizations, referrals, and appeals.
  • Maintained compliance with HIPAA regulations, safeguarding sensitive patient information during the authorization process.
  • Demonstrated adaptability with changing insurance requirements, maintaining up-to-date knowledge through continuous education efforts.
  • Prevented delays in care delivery by proactively identifying potential issues during the pre-authorization process and seeking clarification from providers when needed.

Insurance Verification Specialist

PAD Specialists
07.2021 - 07.2022
  • Achieved a 98% accuracy rate in insurance verification, ensuring precise patient records and billing accuracy
  • Exercised meticulous attention to detail in reviewing and documenting insurance details to minimize errors.
  • Handled inbound patient and physician calls, addressing inquiries about services, financial obligations, and coverage
  • Escalated urgent order notifications to supervisors and coordinated with other departments for timely prescription fulfillment and delivery
  • Evaluated medical documentation critically to inform decision-making in peer reviews with patient welfare as a priority
  • Collaborated with team leads and healthcare providers to oversee authorization timelines, updates, and insurer requirements
  • Communicated effectively with medical professionals, delivering concise and clear feedback in discussions and documentation.
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Updated patient records with accurate, current insurance policy information.
  • Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
  • Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
  • Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.

Referral Coordinator

Tallahassee Memorial Healthcare
09.2019 - 05.2021
  • Responsible for coordinating the entire authorization and scheduling processes for diagnostic and specialist referrals for patients as a result of employer-related injuries
  • Successfully coordinated patient referrals, improving the referral process and increasing patient satisfaction by 20%
  • Scheduled routine appointments as needed with associated diagnostic centers and specialty care facilities
  • Effectively communicated with healthcare providers, patients, and specialists to facilitate seamless referral processes
  • Cross-trained in scheduling and rescheduling patient appointments
  • Maintained organized and up-to-date records of verified insurance information, reducing follow-up inquiries
  • Obtained and filed accurate records of external referral patient appointments that are kept, failed, and current status in the Referral Tracking System
  • Provided case communication updates to employers and R/N Case Managers regarding patient care and progress
  • Utilized confidentiality when maintaining patient files (followed HIPPA guidelines)
  • Logged notations in the computer database following all interactions pertaining to patient referrals.
  • Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
  • Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
  • Supported clinical team in managing complex cases through effective coordination of multiple referrals and appointments.
  • Provided thorough follow-up support after completion of referred services, ensuring proper billing procedures were followed.

Customer Service Specialist

Tallahassee Orthopedic Clinic
10.2018 - 09.2019
  • Enhanced patient satisfaction scores by 25% through outstanding customer service
  • Orchestrated patient appointment scheduling, maximizing clinic resource use and reducing wait times
  • Refined appointment coordination procedures, substantially reducing scheduling errors and the need for patient rescheduling
  • Managed patient referrals, authorizations, and verification of insurance benefits and eligibility
  • Collaborated with medical providers and support staff to improve communication and patient care coordination
  • Resolved scheduling and billing issues, contributing to enhanced patient outcomes
  • Maintained comprehensive office schedules, ensuring efficient daily operations
  • Created and distributed patient education materials to facilitate understanding of healthcare processes
  • Liaised with insurance companies to confirm coverage details, aiding in patient financial planning
  • Assessed patient financial situations, arranged payment plans, and contributed to improved patient service satisfaction.

Office Coordinator

06.2013 - 10.2018
  • Managed appointment scheduling for healthcare providers, prioritizing patient needs to facilitate timely access to services
  • Confirmed patient insurance details, ensuring accuracy and eligibility for medical procedures
  • Communicated with insurers and medical staff to clarify eligibility, resolve issues, and explain coverage
  • Handled copay processing and managed high-volume telephone inquiries, collecting essential information for patient scheduling
  • Utilized problem-solving skills to address scheduling and billing challenges, enhancing patient satisfaction
  • Achieved a 98% accuracy rate in medical records management, minimizing errors and maximizing data availability
  • Executed administrative tasks, including faxing, processing prescriptions and disability forms, and managing mail and referral tracking
  • Ensured the precision of patient scheduling and billing, proficiently operating office equipment as required
  • Improved office coordination, refining scheduling systems, and reducing administrative mistakes by 15%.

Education

Associate Of Applied Science - Healthcare Administration

Soutest Georgia Technical College
Thomasville, GA

Diploma -

Thomasville High School
Thomasville, GA
05.2005

Skills

  • Insurance Verification
  • Medical Terminology Knowledge
  • Prior Authorization Processing
  • Collaborative Team Player
  • Conflict Resolution Proficiency
  • Strong Organizational and Interpersonal Communication Skills
  • Telephone Etiquette
  • Data Management
  • Process Improvement
  • Problem Solving
  • Microsoft Office Suite
  • Google Suite
  • Proficient in Athena and Allscripts Software
  • Precertification
  • Exceptional Customer Service
  • Active Listening
  • Empathy

Timeline

Patient Access Specialist

Tufts Medical Center
12.2023 - Current

Medical Insurance Authorization Specialist

Medical Solutions Supplier
07.2022 - 07.2023

Insurance Verification Specialist

PAD Specialists
07.2021 - 07.2022

Referral Coordinator

Tallahassee Memorial Healthcare
09.2019 - 05.2021

Customer Service Specialist

Tallahassee Orthopedic Clinic
10.2018 - 09.2019

Office Coordinator

06.2013 - 10.2018

Associate Of Applied Science - Healthcare Administration

Soutest Georgia Technical College

Diploma -

Thomasville High School

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Lakita Hollis