Laura Thomas
Hernando,FL
Summary
Adept at enhancing operational efficiency and team productivity, my tenure at Ultimate Health Plans showcased my prowess in case management and fostering professional growth. Leveraging data entry proficiency and exceptional teamwork, I spearheaded software integration and developed impactful training, significantly boosting departmental performance without exceeding a numerical percentage.
Results-driven professional with comprehensive experience in intake management and team leadership. Known for optimizing client onboarding processes and enhancing operational efficiency. Recognized for fostering collaborative environments and consistently achieving high-quality results through adaptability and strong organizational skills.
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
38
38
years of professional experience
Work History
Intake Supervisor
Ultimate Health Plans
05.2019 - 10.2024
- Implemented new software solutions to streamline workflow processes, resulting in increased efficiency within the department.
- Mentored junior staff members, providing guidance and support to help them grow professionally within their roles.
- Led a team of intake specialists, providing guidance, support, and feedback on their work performance.
- Fostered a positive work environment that encouraged teamwork, communication, and continuous improvement among all members of the organization.
- Enhanced team productivity with thorough training sessions and regular performance evaluations.
- Conducted regular meetings with the intake team to discuss performance metrics, identify areas for improvement, and develop action plans accordingly.
- Served as a liaison between clients and service providers, facilitating communication and collaboration to ensure seamless care coordination.
- Completed intake assessment forms and filed clients' charts.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Field Case Management Coordinator
Access Health Care Physicians,LLC
03.2017 - 05.2019
- Collaborated with interdisciplinary teams to develop comprehensive care plans tailored to individual needs.
- Reviewed and developed intake and discharge planning strategies to encourage client engagement and retention.
- Collaborated with multidisciplinary teams to facilitate client care and reduce case management barriers.
- Created care plans that addressed clinical and financial challenges, family requirements and facilitated patient quality of life.
- Fostered professional networks and relationships with service and resource providers to promote continuity and quality of care for clients.
- Leveraged case management tools and conflict management techniques to help interdisciplinary teams achieve optimal outcomes.
- Conducted ongoing assessments of patients'' needs, adjusting care plans as necessary to address changing circumstances or conditions.
- Advocated for patients'' rights, addressing concerns or grievances through effective communication and conflict resolution techniques.
- Identified potential barriers to successful outcomes, proactively developing action plans to mitigate risks or address challenges.
- Reduced hospital readmissions by effectively implementing discharge planning strategies and ensuring appropriate post-acute care coordination.
- Streamlined case management processes for improved efficiency and patient satisfaction.
- Developed strong relationships with healthcare providers to ensure patient-centered care was consistently provided.
- Collaborated with insurance companies to obtain authorizations for needed services while minimizing out-of-pocket costs for patients.
- Served as a liaison between patients, families, providers, and community resources to facilitate seamless transitions throughout the continuum of care.
- Enhanced patient care by coordinating services and resources for optimal case management outcomes.
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
- Provided leadership, guidance and support to staff members.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
Administrative Assistant
Seven Rivers Community Hospital
12.1986 - 03.2017
- Answered multi-line phone system, routing calls, delivering messages to staff.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Maintained inventory of office supplies and placed orders.
- Streamlined office operations, implementing digital file management systems to reduce paper use and increase efficiency.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Contributed to policy updates, researching regulations to ensure company compliance.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Established administrative work procedures to track staff's daily tasks.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Education
No Degree -
Santa Fe College
Gainesville, FLHigh School Diploma -
Citrus High School
Inverness, FL06-1981
Skills
- Professionalism and ethics
- Case management experience
- Data entry proficiency
- Teamwork
- Customer service
- Attention to detail
- Multitasking and organization
- Policy enforcement
- Scheduling appointments
- Insurance verification
- Multi-line phone systems
- Confidentiality
Timeline
Intake Supervisor
Ultimate Health Plans
05.2019 - 10.2024
Field Case Management Coordinator
Access Health Care Physicians,LLC
03.2017 - 05.2019
Administrative Assistant
Seven Rivers Community Hospital
12.1986 - 03.2017
No Degree -
Santa Fe College
High School Diploma -
Citrus High School
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