Larisa Zachery
Trotwood
Summary
Compassionate professional with many years of experience coordinating community programs and allocating resources. Dedicated to excellent patient care through an empathetic approach. Thrives in team-based or independently-motivated settings.
Overview
12
12
years of professional experience
Work History
Intake Specialist
AM behavioral health
Huber Heights
06.2023 - 03.2025
- Coordinated the intake process, ensuring all required documentation was collected and processed.
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Worked closely with disabled or impoverished individuals to locate helpful financial resources and community programs.
- Provided referrals to appropriate resources within the community when necessary.
- Consulted and collaborated with other professionals to provide continuity of patient-family care.
- Prepared patients for self-management and decision-making responsibilities.
- Assisted with the preparation of reports and presentations on intake activities and client demographics.
- Corresponded with hospitals and medical offices regarding incoming home health referrals.
- Maintained clinical records and required paperwork in compliance with agency standards.
- Participated in ongoing training and professional development related to intake procedures and client care.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Monitored client progress and updated case files accordingly.
- Coordinated with external agencies to ensure continuity of care for clients.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Reviewed referral sources for appropriateness prior to admission into program.
- Provided assertive community-based rehabilitation and case management services to high-risk mentally ill patients.
- Helped individuals address disabilities and put together career plans.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Referred clients to substance abuse treatment programs and outpatient dual diagnosis treatment programs.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
- Maintained positive attitude and effectively de-escalated clients during crisis situations.
- Scheduled appointments and coordinated logistics for initial assessments and follow-up meetings.
- Managed confidential client data in compliance with HIPAA and other relevant regulations.
- Collaborated with social workers to support patients.
Patient Access Representative
Bronson Methodist Hospital
Kalamazoo
10.2022 - 06.2023
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Collaborated with other departments to ensure quality customer service was delivered.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Explained various admission forms and policies, acquiring signatures for consent.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Resolved discrepancies between hospital systems and third party payers.
- Reported liabilities and risk management concerns to supervisor for review.
- Accessed programs and set up correct payment strategies based on patient means and needs.
- Collaborated with clinical and administrative staff to meet patient needs.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Created new patient accounts in EMR system as needed.
- Explained policies, procedures and services to patients.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Applied HIPAA privacy and security regulations while handling patient information.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
Loan Specialist
PNC Bank
Kalamazoo
05.2020 - 10.2022
- Evaluated and approved loan applications based on established criteria.
- Adhered to federal and state compliance guidelines relative to retail mortgage lending.
- Set up debt payment plans based on client credit, income and assets.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Processed loan modifications when requested by customers or required by lenders.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Researched investor guidelines and kept up to date on program changes that affected loan processing or origination.
- Verified all documents provided by applicants for accuracy and completeness.
- Ensured compliance with all federal, state, and local laws governing lending practices.
- Prepared detailed documentation for each loan transaction including closing documents.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Approved loan within specified limits or referred to appropriate approval level.
- Stayed abreast of lending regulations, industry trends and market rates.
- Approved or denied loan applications and explained reasoning behind decisions.
- Advised customers on different types of available loans, such as mortgages or auto loans.
Call Center Representative
Caresource Health Plan
Dayton
09.2016 - 01.2020
- Maintained strong call control and quickly worked through scripts to address problems.
- Surpassed sales goals through implementation of successful marketing strategies.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Developed effective working relationships with team members across multiple departments.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Updated databases with new and modified customer data.
- Attended regular training sessions on updates and changes within the industry or organization.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Call Center Representative
Teleperformance
Dayton
02.2013 - 09.2016
- Maintained strong call control and quickly worked through scripts to address problems.
- Surpassed sales goals through implementation of successful marketing strategies.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Offered resolutions to de-escalate calls and solve customer issues.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Developed effective working relationships with team members across multiple departments.
- Updated databases with new and modified customer data.
Education
High School Diploma -
Wayne High School
Huber Heights, OH06-2002
Associate of Science - Medical Assistant
Miami Valley Ctc
Clayton, OH06-2002
Skills
- Intake coordination
- Patient advocacy
- Community outreach
- Documentation management
- Crisis intervention
- Conflict resolution
- Data management
- Problem solving
Timeline
Intake Specialist
AM behavioral health
06.2023 - 03.2025
Patient Access Representative
Bronson Methodist Hospital
10.2022 - 06.2023
Loan Specialist
PNC Bank
05.2020 - 10.2022
Call Center Representative
Caresource Health Plan
09.2016 - 01.2020
Call Center Representative
Teleperformance
02.2013 - 09.2016
High School Diploma -
Wayne High School
Associate of Science - Medical Assistant
Miami Valley Ctc