Summary
Overview
Work History
Education
Skills
Certification
Additionalinformation - Notes
Languages
Timeline
AssistantManager

Laura-Ann Wright

Care Coordinator
Tamarac,FL

Summary

Professional with strong background in care coordination. Skilled in patient advocacy, healthcare planning, and resource management. Known for effective team collaboration and achieving measurable results. Adaptable to changing needs with robust communication and organizational skills. Reliable and focused on delivering high-quality care outcomes.

Knowledgeable Desired Position with thorough understanding of patient care coordination and support. Successfully facilitated comprehensive care plans, ensuring seamless communication between healthcare providers and patients. Demonstrated ability to manage complex caseloads and use problem-solving skills to improve patient outcomes.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Care Coordinator

Optum Health United Health Care
02.2023 - Current
  • Scheduling Appointments, Outgoing fax and incoming fax operator, Updating patients Demographics, Disenrollment, Requesting medical records, sending records to PCP, Doing Reminder calls , Responding to Emails / Teams messages, Calling Hospitals to get Patients Discharge Status, Requisition request from Labs, Checking Health Gorilla,Carport,Hixny and other Approved sites for Discharge Summary etc
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
  • Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
  • Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
  • Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
  • Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
  • Collaborated with interdisciplinary teams to develop comprehensive care plans tailored to individual patient needs.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Performed clerical duties by typing, filing, copying, faxing and completing and submitting forms.
  • Provided general administrative support such as faxing documents, making copies, ordering supplies, and managing incoming/outgoing mail delivery.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Greeted customers and clients to create welcoming atmosphere.
  • Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
  • Contributed to team success by completing jobs quickly and accurately.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.

Patient Care Technician (PCT)

HCA Florida Northwest Hospital
08.2021 - 11.2022
  • Promotes well-being and continued recovery for resident patients admitted to this healthcare facility by providing individualized daily assistance while building service rapport and trusted relationships
  • Provides the best standard of care and safety to clients under supervision in accordance with rules and regulations
  • Assists in facilitating day-to-day activities including meals, room sanitation, bathing, and reasonable requests
  • Obtains vital signs and blood glucose meter to monitor fluctuations or recession 3 times daily while recording results within designated patient charts per documentation instructions
  • Builds rapport with patients to properly administer treatments and care plans based on physician instructions
  • Collaborates with nurses and other health care providers to promptly respond to patient calls and facilitate scheduled activities instrumental in accomplishing treatment objectives
  • Exercises sound judgment to alleviate patients and de-escalate situations during crises, skillfully resolving issues on regular basis through quick wit and effective problem-solving

Customer Service Representative/ HR Assistant

Super Tax Refund
01.2021 - 08.2021
  • Assist with HR duties, Answering inbound and making outbound calls to clients
  • Preparing tax , emailing documents to clients and faxing docs when needed, Doing clerical work on a daily basis etc
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
  • Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
  • Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
  • Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.

Tax Service Representative

1st All Service Insurance
01.2014 - 08.2021
  • Leveraged familiarity with regulatory requirements to diligently prepare taxes, ensuring adequate preparation of all necessary documentation
  • Updated tax information regularly on organizational database
  • Undertook additional administrative responsibilities such as office management and administrative management to adeptly schedule appointments, ensuring 0 instances of appointment clashes
  • Developed and synthesized familiarity with tax with interpersonal skills to provide clients with high quality services
  • Answered all inquiries about tax updates with comprehensive explanations, maintaining client satisfaction ratings

Psychiatric Technician/Home Health Aide

Fristat Nursing
07.2010 - 05.2021
  • Implemented crisis intervention protocols when necessary, ensuring the safety of all patients and staff members involved.
  • Developed strong rapport with diverse patient populations through empathetic listening skills, helping them feel heard and understood.
  • Observed patients closely for signs of distress or changes in condition, promptly reporting concerns to supervising clinicians for appropriate intervention.
  • Utilized de-escalation techniques to manage challenging behaviors effectively, promoting a calm atmosphere conducive to healing.
  • Charted on each patient daily.
  • Ensured a safe and supportive environment for patients through close monitoring and crisis management techniques.
  • Treated clients and families with respect and dignity.
  • Took and monitored vital signs, administered medications, and managed patient behavior.
  • Assisted in patient goal-setting and regularly monitored progress, celebrating successes and addressing barriers to achievement.
  • Provided compassionate support to patients during group therapy sessions, fostering trust and open communication.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and protecting individual privacy rights.
  • Collaborated with multidisciplinary teams to develop comprehensive care plans, improving overall patient outcomes.
  • Participated in ongoing professional development opportunities to stay current on best practices in psychiatric care.

Patient Care Technician

Public Partnership
05.2017 - 12.2020
  • Excelled in facilitating meal and leisure programs for patients with different diets, treatments, schedules, and conditions
  • Performed administrative duties required for patient intaking, discharge, and transfers
  • Regularly documented and reported changes in patient condition to promptly facilitate appropriate interventions
  • Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
  • Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
  • Maintained clean and safe environment to promote patient safety and comfort.
  • Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
  • Fostered strong relationships with colleagues, contributing to a collaborative work environment that prioritized teamwork among staff members.
  • Promoted a safe and inclusive healthcare environment, adhering to policies and procedures while advocating for the well-being of all patients.
  • Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Facilitated smooth transitions between shifts by maintaining thorough documentation of patient care activities and observations.
  • Recognized potential emergencies promptly, initiating appropriate action to stabilize patients until further assistance arrived.
  • Reduced stress for patients and families through effective communication and empathetic support.
  • Demonstrated adaptability by working effectively with patients of diverse backgrounds and medical conditions, providing personalized care for each individual.
  • Enabled increased mobility for patients by assisting with ambulation exercises and transfers using proper body mechanics techniques.
  • Served as a reliable resource for patients'' families, addressing questions or concerns with patience and understanding while maintaining patient confidentiality.
  • Collaborated with interdisciplinary teams to develop individualized care plans that addressed each patient''s unique needs.
  • Provided emotional support to patients and families, easing their stress and anxiety during hospital stays.
  • Prepared and maintained patient rooms for admissions, discharges, and transfers, ensuring readiness and comfort.

Transporter

Holy Cross Hospital
01.2020 - 11.2020
  • Transporting Patients to designated areas such as, Dialysis, Imaging labs, morgue, Assist with patients getting discharged, Walking to floors to make sure area is safe from all objects that may cause delay in case of emergency
  • Warmly greeted patients and visitors and made each feel welcome.
  • Assisted in training new Patient Transporters on proper techniques, protocols, and company policies, ensuring consistent high-quality care throughout the team.
  • Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
  • Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
  • Reduced patient anxiety during transport by maintaining open communication and answering questions.
  • Ensured patient safety by properly positioning patients on stretchers, wheelchairs, and other transport equipment.
  • Assisted patients in moving out of beds, wheelchairs, stretchers, or medical transport vans.
  • Acted as an advocate for patients'' needs while being transported around the facility, ensuring their dignity was preserved at all times.
  • Maintained strong professional relationships with colleagues across various departments, promoting teamwork for efficient patient care delivery.
  • Assisted in the transfer of critically ill patients within the hospital, demonstrating exceptional attention to detail and medical protocol adherence.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Enhanced patient comfort by providing compassionate care and timely transportation.
  • Assisted with discharge process by escorting patients with belongings to leave facility safely and comfortably.
  • Collaborated with CNAs, nurses, and physicians to maintain stability during transport and facilitate event-free transport.
  • Demonstrated flexibility in adapting to changing priorities during shifts while maintaining a high level of performance under pressure.
  • Assisted patients in using oxygen tanks and other medical equipment to manage smooth transition from hospital to designated location.
  • Communicated with patients, family members and healthcare staff to coordinate transportation schedules.
  • Expedited patient discharge process by promptly responding to transport requests from nurses or physicians.
  • Supported clinical staff during emergencies as needed, showcasing adaptability and commitment to overall hospital goals.
  • Promoted a positive and inclusive work environment by demonstrating respect, empathy, and professionalism towards colleagues, patients, and visitors.
  • Assisted with lifting and handling patients using appropriate patient safety equipment such as lift swings, stand-up lifts and overhead lifts.
  • Improved efficiency in transporting patients by quickly navigating through the hospital''s various departments and floors.
  • Collaborated with nursing staff to prioritize urgent patient transports and streamline hospital workflow.
  • Provided emotional support to patients and their families during challenging times, fostering a positive hospital experience.
  • Upheld strict confidentiality standards regarding patient information in adherence with HIPAA regulations.
  • Completed detailed patient transport logs, ensuring accurate documentation for hospital records.
  • Facilitated smooth transitions between different areas of the hospital by coordinating with clinical staff during patient transfers.

Home Health Aide

Homecare Assistance of Broward
01.2016 - 02.2017
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Improved patient well-being by providing compassionate and attentive personal care.
  • Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.
  • Provided mobility assistance such as walking and regular exercising.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Assisted disabled clients to support independence and well-being.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
  • Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
  • Followed nutritional plans to prepare optimal meals.
  • Safely transferred patients using appropriate equipment such as Hoyer lifts or gait belts minimizing injury risks.
  • Provided transportation and appointments management.
  • Transported patients to medical appointments and social outings, fostering community engagement and overall wellbeing.
  • Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
  • Monitored vital signs regularly, promptly reporting any abnormalities or concerns to supervising nurse or physician.
  • Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
  • Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes.
  • Provided emotional support to patients and families during difficult times, promoting a positive atmosphere conducive to healing.
  • Prevented pressure ulcers through frequent repositioning and regular skin assessments, maintaining patient comfort while reducing complications.
  • Collaborated with healthcare professionals to develop individualized care plans, addressing specific needs and goals of each patient.
  • Implemented therapeutic interventions as directed by healthcare providers, improving patient comfort and mobility.
  • Developed individual care plans for clients based on specific needs.
  • Educated family members on proper caregiving techniques in order to provide seamless continuity of care between shifts or visits.
  • Utilized effective communication skills when interacting with diverse populations including non-English speakers or individuals with cognitive impairments.
  • Managed complex wound care under the supervision of a registered nurse, facilitating timely healing processes.
  • Monitored changes in clients' conditions to report concerns to supervisor.
  • Transported clients for medical and personal outings.
  • Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
  • Provided direct personal care and administrative services to clients.
  • Communicated regularly with clients' families to provide updates on health and wellbeing.
  • Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
  • Directed patients in simple prescribed exercises to assist with daily physical therapy routines.
  • Assisted with end-of-life care.

Home Health Aide

Fristat Nursing
11.2010 - 07.2011
  • Initially brought in as Home Health Aide to provide on-demand and reliable in-home ADL support for patients undergoing care treatments for Alzheimer's, Dementia, and Parkinson's Disease
  • Rehired as Psychiatric Technician balancing the previous role with expanded accountabilities for administering pre-prescribed medication and monitoring activities
  • Facilitated and monitored both medication and diet programs to ensure optimal health conditions for in-home patients throughout the continuum of care
  • Maintained secure and comfortable environment at home, transportation, and doctor's visits to elevate patient's quality of life while improving physical, mental, and social wellbeing
  • Provided companionship with tact and a high level of professionalism instrumental in developing trust and cooperation with patients during various circumstances

Psychiatric Technician

Hollywood Pavilion
11.2010 - 07.2011
  • Served as an excellent care provider, assistant, and medical agent performing routine checks on patient vitals and food intake to ensure optimal physical conditions for individual patients under modified care plans

Customer Service Representative

Convey Health Solutions
12.2009 - 06.2011
  • Developed highly efficient administrative skills as a front-facing customer service representative owning billing and insurance processes including (but not limited to) patient education, third-party coordination, correspondence development, document verification, record validation, prescription instruction and medication, and proper facilitation of valid insurance claims
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

Health Insurance Agent - Health Insurance

State of Florida
Florida
12.2023

Nursing Assistant -

Beacon Hill Career Center
03.2017

High School Diploma -

St James High School
Jamaica,WI
07.2002

Skills

  • Patient Engagements
  • Care Plan Delivery
  • Documentation & Reporting
  • Patient Monitoring
  • Administrative Support
  • Problem Solving
  • Team Collaboration
  • Relationship Building
  • Behavioral Assessments
  • Alzheimer's Care
  • Dementia Care
  • Caregiving
  • Vital Signs
  • Home Care
  • Patient Care
  • Medical Terminology
  • Meal Preparation
  • Medical Office Experience
  • Laundry
  • Hospital Experience
  • Documentation review
  • Communication skills
  • Software troubleshooting
  • Help desk
  • Windows
  • Healthcare management
  • Utilization management
  • Pricing
  • Salesforce
  • Phone etiquette
  • Customer support
  • HCPCS
  • ICD coding
  • ICD-10
  • Customer service
  • Data collection
  • Typing
  • Workday
  • PeopleSoft
  • Tax experience
  • Cold calling
  • Insurance sales
  • Clerical experience
  • Telemarketing
  • Office management
  • Restaurant experience
  • Medical records
  • Research
  • Order fulfillment
  • Medical scheduling
  • Food preparation
  • Documentation
  • Medical terminology understanding
  • Documentation proficiency
  • Multidisciplinary team collaboration
  • Healthcare operations
  • Scheduling
  • Nursing background
  • Monitoring tools
  • Database coordination
  • Certified in CPR/AED
  • At-home care instruction
  • Customer Service
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Operational Efficiency
  • Team building
  • Conflict Resolution
  • Professionalism
  • Time management abilities
  • Adaptability
  • Crisis Management
  • Problem-solving aptitude
  • Communication
  • Patient satisfaction
  • Goal attainment

Certification

  • 2-40 Health insurance agent
  • Basic Life Support (BLS), 06/23
  • Certified Patient Care Technician
  • Certified Home Health Aide
  • Nursing Assistant
  • BLS Certification

Additionalinformation - Notes

2-40 Health insurance agent

Languages

English
Full Professional

Timeline

Care Coordinator

Optum Health United Health Care
02.2023 - Current

Patient Care Technician (PCT)

HCA Florida Northwest Hospital
08.2021 - 11.2022

Customer Service Representative/ HR Assistant

Super Tax Refund
01.2021 - 08.2021

Transporter

Holy Cross Hospital
01.2020 - 11.2020

Patient Care Technician

Public Partnership
05.2017 - 12.2020

Home Health Aide

Homecare Assistance of Broward
01.2016 - 02.2017

Tax Service Representative

1st All Service Insurance
01.2014 - 08.2021

Home Health Aide

Fristat Nursing
11.2010 - 07.2011

Psychiatric Technician

Hollywood Pavilion
11.2010 - 07.2011

Psychiatric Technician/Home Health Aide

Fristat Nursing
07.2010 - 05.2021

Customer Service Representative

Convey Health Solutions
12.2009 - 06.2011

Nursing Assistant -

Beacon Hill Career Center

Health Insurance Agent - Health Insurance

State of Florida

High School Diploma -

St James High School

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Laura-Ann WrightCare Coordinator