LA'SHIRA JONES
WATERBURY
Summary
Dynamic Medical Call Center Representative with proven expertise at The Vascular Experts in managing high-volume calls and ensuring patient confidentiality. Skilled in EMR documentation and appointment scheduling, I excel in critical thinking and communication, enhancing patient support and operational efficiency in fast-paced healthcare environments.
Overview
12
12
years of professional experience
Work History
Medical Call Center Representative
The Vascular Experts
Shelton
08.2021 - Current
- Managed high-volume inbound calls in a fast-paced healthcare environment while delivering compassionate patient support.
- Scheduled, rescheduled, and coordinated patient appointment, prioritizing urgent cases, and resolving conflicts.
- Assessed call urgency and escalated clinical concerns to nurses or providers, as appropriate.
- Verified patient demographics, insurance eligibility, and referral requirements in compliance with HIPAA standards.
- Documented telephone encounters, in-basket messages, and chart updates are accurately recorded within the EMR.
- Navigated multi-line phones, ACD call queues, and multiple systems simultaneously, with efficiency and accuracy.
UNIT CLERK
Yale New Haven Hospital
New Haven
04.2020 - 08.2021
- Register new patients, adhere to policies, ensuring data accuracy and compliance.
- Schedule appointments, resolve conflicts, maintaining high customer satisfaction.
- Registered patients, updated insurance in emergencies via EPIC.
- Managed admin tasks: photocopying, scanning, scheduling.
- Ensured accurate documentation for department support.
ENVIRONMENTAL OBSERVATION ASSOCIATE
Yale New Haven Health Children's Psychiatric Hospital
New Haven
08.2019 - 04.2020
- Managed patient admission processes, ensuring accurate data entry and improving patient flow, which enhanced overall operational efficiency.
- Collaborated with nursing staff to prioritize patient needs, fostering a team-oriented environment that elevated care quality and responsiveness.
- Monitored patient behavior, ensuring a nurturing environment and enhancing safety.
- Collaborated with teams to create care plans, boosting patient engagement.
- Conducted assessments, providing data for effective treatment adjustments.
YOUTH JOB COACH
Marrakech Inc. Level Up Program
New Haven
06.2017 - 11.2019
- Guide youth in employment via assessments and community referrals.
- Foster stakeholder relations to achieve youth goals.
- Identify vocational needs, ensuring tailored support.
- Collaborate with agencies for comprehensive youth assistance.
DIRECT CARE PROFESSIONAL
Resources for Human Development
Trumbull
08.2016 - 01.2019
- Supported individuals with developmental needs in community and residential settings.
- Facilitated daily routines and behavioral interventions for improved client well-being.
- Coordinated transportation for medical and recreational activities.
- Prepared nutritious meals, ensuring dietary needs of residents are met.
- Maintained accurate documentation of house activities per company policy.
LEAD SALES REPRESENTATIVE
JCPenney
Milford
11.2013 - 12.2016
- Led sales initiatives, boosting contract signings and credit card enrollments.
- Surpassed sales targets through strategic client engagement.
- Compiled detailed sales reports to enhance marketing strategies.
- Aligned sales and marketing efforts to optimize program promotions.
- Resolved client inquiries, ensuring satisfaction and loyalty.
Education
HIGH SCHOOL DIPLOMA -
The Bridge Academy
Bridgeport, CT06.2015
Skills
- Documentation
- Critical thinking
- Leadership
- Communication
- Customer service
- Insurance verification
- Call center operations
- Data entry accuracy
- Patient confidentiality
- Call center experience
- EMR documentation
- Appointment scheduling
- HIPAA compliance
Timeline
Medical Call Center Representative
The Vascular Experts
08.2021 - Current
UNIT CLERK
Yale New Haven Hospital
04.2020 - 08.2021
ENVIRONMENTAL OBSERVATION ASSOCIATE
Yale New Haven Health Children's Psychiatric Hospital
08.2019 - 04.2020
YOUTH JOB COACH
Marrakech Inc. Level Up Program
06.2017 - 11.2019
DIRECT CARE PROFESSIONAL
Resources for Human Development
08.2016 - 01.2019
LEAD SALES REPRESENTATIVE
JCPenney
11.2013 - 12.2016
HIGH SCHOOL DIPLOMA -
The Bridge Academy