Summary
Overview
Work History
Education
Skills
Timeline
Generic
Lashonda Donald

Lashonda Donald

Meridian,MS

Summary

Dynamic Patient Health Navigator with extensive experience at Ochsner Health Center, excelling in appointment scheduling and medical recordkeeping. Proven ability to enhance patient communication and satisfaction through effective teamwork and critical thinking. Skilled in insurance verification and adept at managing high call volumes while maintaining a calm demeanor under pressure.

Overview

12
12
years of professional experience

Work History

Patient Health Navigator

Ochsner Health Center
10.2017 - 05.2025
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Tracked important information in [Software] spreadsheets and ran reports or generated graphs using data.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Organized, maintained and updated information in computer databases.

Call Agent

Ochsner Medical Center
05.2017 - 05.2025
  • Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
  • Monitored call volume, call length and other related metrics and consistently met objectives.
  • Received incoming calls and paged individuals and departments over PA system.
  • Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
  • Connected callers with appropriate professional, department, or business.
  • Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
  • Kept records of calls placed and charges incurred.
  • Skilled at working independently and collaboratively in a team environment.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Excellent communication skills, both verbal and written.

Patient Access Representative

Ochsner Health Center
10.2013 - 05.2025
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Engaged with patients to provide critical information.
  • Taught patients and families to use at-home medical equipment.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Verified patient insurance eligibility and entered patient information into system.
  • Delivered support to medical staff in completion of patient paperwork.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Provided excellent customer service to patients and medical staff.
  • Facilitated communication between patients and various departments and staff.

Education

High School Diploma -

West Lauderdale
Collinsville, MS
05-1997

Skills

  • Healthcare
  • Community
  • Insurance expert
  • Medical recordkeeping
  • Medical terminology
  • Medical billing
  • Goal setting
  • Outbound calling
  • Self motivation
  • Scheduling appointments
  • Appointment confirmation
  • Medical filing
  • Payment collection
  • Computer literacy
  • Patient rights
  • Teamwork and collaboration
  • Quality control
  • Communicating to patients and families
  • Time management abilities

Timeline

Patient Health Navigator

Ochsner Health Center
10.2017 - 05.2025

Call Agent

Ochsner Medical Center
05.2017 - 05.2025

Patient Access Representative

Ochsner Health Center
10.2013 - 05.2025

High School Diploma -

West Lauderdale

Similar Profiles

CREATE PROFILE