LaShondia Higgins
Versailles,KY
Summary
Dynamic Member Outreach Specialist at Wayspring with a proven track record in community engagement and care coordination. Expert in telephonic outreach and data documentation, I successfully educated members on health plan services, enhancing enrollment rates. Adept at building rapport and securing consent, I thrive in collaborative environments to drive impactful health outcomes. Compassionate professional with a background in social and human service assistance. Skilled in providing support to diverse populations, including individuals with disabilities, and those in need of mental health services. Strengths include effective communication, crisis intervention techniques, and the development of personalized care plans. Successfully improved client well-being and facilitated community resource connections in previous roles. Thrives in team-based or independently motivated settings.
Overview
17
17
years of professional experience
Work History
Member Outreach Specialist
Wayspring
Lexington-Fayette, KY
12.2024 - Current
- Conducts outreach calls to educate eligible members on Wayspring services available to them through their Medicaid health plan
- Utilizes outreach queue list of potential Wayspring members and establishes initial contact and baseline relationships with Wayspring members
- Educates potential Wayspring members on Wayspring service offerings through pre-enrollment and enrollment discussions
- Builds rapport, using active listening techniques, open-ended conversations, and motivational interviewing to identify members’ needs, including substance use disorder, housing, medical and mental health needs
- Collaborates internally with Wayspring’s Member Operations, Clinical Operations, and Market Operations teams to ensure a holistic approach and continued support for enrolled members
- Secures verbal and written consent and obtains appropriate paperwork, primarily in electronic form, for services including clinic services and release of information forms from members
- Completes and maintains documentation according to all company, federal and state guidelines
- Conducts telephonic outreach to identified members as prioritized by Wayspring’s Care Management Platform, Pathways
- Facilitates warm introduction and hand-off for newly enrolled members and Wayspring Central Engagement Specialists
- Maintains performance accountability around member enrollment and achieves outreach and enrollment goals as an individual contributor
- Adhere to Wayspring information security and privacy requirements
Clinical Care Navigator
Wayspring
Lexington, KY
07.2023 - 12.2024
- Assisted in the facilitation of optimal delivery of care for members enrolled in the Wayspring Clinic
- Completed intake patient registration documentation for new patient appointments
- Assisted in management of the Wayspring clinic calendar and schedule
- Roomed patients being seen in-person at the Wayspring clinic
- Completed chart preparation for internal Wayspring providers through Athena (Wayspring EMR)
- Performed patient outreach engagement activities, including outbound calls to improve clinic utilization
- Fields inbound calls, schedules appointments as requested
- Leaded daily Clinic Huddles virtually and in-person
- Completes Point of Care Testing, i.e
- Urine drug screen and performs quality controls
- Managed the clinical inbox and related Athena items
- Coordinated specialty referrals, routing orders, care coordination, participates in safety inspection processes, appointment follow ups and more
- Provided support to providers during clinic visits, as needed
- Served as a clinical resource specific to members’ unique issues and treatment plans to Wayspring’s internal teams
- Performed other duties as assigned
Certified Medical Assistant
Bluegrass Community Health Center
Lexington, KY
03.2022 - 01.2024
- Demonstrated expertise in HIPAA laws and is able to direct other staff with appropriate contact with phone calls and others who may enter the clinic
- Assisted with Pharmacy Medication Management of 340 b Program and other medications
- Managed lab supplies ensuring adequate supplies are in-house for required tests
- Manage in-house medications including ordering and dating new meds, and disposing of expired meds
- Manage quality controls on all equipment and document appropriately
- Observe clinic daily for cleanliness and biohazard safety
- Practice universal precautions and instructs clinical assistants when areas of concern are identified
- Assisted in orienting and training new team members, students and volunteers as needed
- Perform all required training, attend all mandatory meetings and reinforce guidelines set forth from meetings with team members
- Triage patients
- Supports the office functions by completing all other duties and special projects as assigned
- Networks and completes professional development activities to enhance knowledge, skills, and abilities
- Attends meetings, training, and other events as requested
- Offers to assist others in the department to effectively handle workload
- Cross-trains others and participates in cross-training to enhance skills
- Acts in compliance with contracts, laws, regulations, BCHC policy, procedures and standards
- Completes special projects and other duties as assigned
- Worked with the homeless population
- Set-up and work booths at community outreach events and administered vaccines at events
- Walked area in the community looking and checking on patients to remind them of appointments and get them when they missed their appointments
- Walked the community to make sure no one was passed out due to overdose
- Outreached once a week alongside of a medical provider in the Hispanic community administering COVID and FLU vaccines during the winter months
Registered Medical Assistant
University of Kentucky
Lexington, KY
09.2021 - 03.2022
- Covid test(swab) UK employees weekly who don't want to get the Covid vaccine
- In order to comply with The University of Kentucky's regulations
- Check patients in and out for appointments
Flight Attendant
Envoy Air
Dallas, TX
03.2020 - 10.2021
- Greet customers on aircraft, ensure passenger safety while abroad flight, perform CPR if needed and answer any questions that customers might have etc
Registered Medical Assistant (RMA)
FAMILY PRACTICE ASSOCIATES
Lexington, KY
11.2017 - 02.2020
- Interviewed patients to obtain medical information, records
- Patient's medical history, vitals and test results into electronic health record
- Prepared treatment rooms, rooms patients for providers
- Assists physicians with examinations and treatment plans
- Explained medical treatment procedures, medications, diets and provider's instructions to patients
- Scheduled and assists with further evaluation or testing at various medical agencies
- Performed routine radiographic tests, performs dressing changes and suture removal
- Collected blood, specimens, logged specimens and prepared for treatments
- Pain management monthly visits/nurse visits
- Processed medication refill requests
- Performed patient assessments
Registered Medical Assistant
Lexington Clinic Andover
Lexington, KY
05.2017 - 11.2017
- Interviewed patients to obtain medical information, records
- Patient's medical history, vitals and test results into electronic health record
- Prepared treatment rooms, rooms patients for providers
- Assists physicians with examinations and treatment plans
- Explained medical treatment procedures, medications, diets and provider's instructions to patients
- Scheduled and assists with further evaluation or testing at various medical agencies
- Performed routine radiographic tests, performs dressing changes and suture removal
- Collected blood, specimens, logged specimens and prepared for testing
- Handled patients in a fast-paced walk in clinic environment
Registered Medical Assistant
Healthfirst Bluegrass Inc. Hope Center(Homeless Shelter)
Lexington, KY
07.2015 - 05.2017
- Company Overview: Clinic for Men and Women's Homeless Rehabilitation Center
- Interviewed patients to obtain medical information, records
- Patient's medical history, vitals and test results into electronic health record
- Prepared treatment rooms, rooms patients for providers
- Assisted physicians with examinations and treatment plans
- Explained medical treatment procedures, medications, diets and provider's instructions to patients
- Scheduled and assists with further evaluation or testing at various medical agencies
- Performed routine radiographic tests, performs dressing changes and suture removal
- Collected blood, specimens, logged specimens and prepared for testing
- Authorized drug refills, verified Kasper's, communicated with Pharmacies
- Performed regular office duties, answering phones, scheduling, took dictation, completed/ captured insurance information
- This was a split shift position; mornings were with pediatrics and afternoons were with Hope Center
- Clinic for Men and Women's Homeless Rehabilitation Center
Registered Medical Assistant
Thomas H. Pinkstaff Clinic of UK
Lexington, KY
06.2008 - 02.2015
- Recorded patients' medical history, vital statistics, or information such as test results in medical records
- Prepared treatment rooms for patient examinations, keeping the rooms neat and clean
- Interviewed patients to obtain medical information and measure their vital signs, weight, and height
- Authorized drug refills and provide prescription information to pharmacies
- Cleaned and sterilize instruments and dispose of contaminated supplies
- Prepared and administer medications as directed by a physician
- Showed patients to examination rooms and prepare them for the physician
- Explained treatment procedures, medications, diets, or physicians' instructions to patients
- Helped physicians examine and treat patients, handing them instruments or materials or performing such tasks as giving injections or removing sutures
- Collected blood, tissue, or other laboratory specimens, log the specimens, and prepare them for testing
- Performed routine laboratory tests and sample analyses
- Operated x-ray, electrocardiogram (EKG), or other equipment to administer routine diagnostic tests
- Performed general office duties, such as answering telephones, taking dictation, or completing insurance forms
- Greeted and log in patients arriving at office or clinic
- Scheduled appointments for patients
- Inventoried and order medical, lab, or office supplies or equipment
- Responsible for Stat Kits, Oxygen tank Monitoring Vaccine and refrigerator temperatures Calling Social Workers obtaining paperwork authorization to see foster children in clinic
- Made reminder calls to patients about upcoming appointments
Education
Associate of Science -
National University
Lexington, KY05-2007
Skills
- Outreach strategy
- Member education
- Care coordination
- Data documentation
- Consent management
- Health plan navigation
- Community engagement
- Telephonic outreach
- Team collaboration
Timeline
Member Outreach Specialist
Wayspring
12.2024 - Current
Clinical Care Navigator
Wayspring
07.2023 - 12.2024
Certified Medical Assistant
Bluegrass Community Health Center
03.2022 - 01.2024
Registered Medical Assistant
University of Kentucky
09.2021 - 03.2022
Flight Attendant
Envoy Air
03.2020 - 10.2021
Registered Medical Assistant (RMA)
FAMILY PRACTICE ASSOCIATES
11.2017 - 02.2020
Registered Medical Assistant
Lexington Clinic Andover
05.2017 - 11.2017
Registered Medical Assistant
Healthfirst Bluegrass Inc. Hope Center(Homeless Shelter)
07.2015 - 05.2017
Registered Medical Assistant
Thomas H. Pinkstaff Clinic of UK
06.2008 - 02.2015
Associate of Science -
National University
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