Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lauretha English

Houston,TX

Summary

Patient Services Specialist with exceptional communication skills offering patient-centric approach to comprehensive administrative support in healthcare clinics and facilities. Demonstrated to deliver outstanding customer service and leverage technology to manage patient scheduling and registration processes to facilitate patient care. Skilled in fostering positive patient experiences while maintaining cost-efficiency and compliance.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Patient Services Coordinator

MD Anderson Cancer Center
10.2017 - Current
  • Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
  • Scheduled appointments to enter appointment date and time into computerized scheduler.
  • Verified patient's insurance eligibility and benefits coverage.
  • Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
  • Respected patients by recognizing rights and maintaining confidentiality.
  • Collected patient co-pay and issued receipt to confirm payment.
  • Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
  • Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
  • Investigated, triaged and resolved patient issues to encourage positive experience during patient visit.
  • Answered over 70 telephone calls per day to handle rescheduled, missed and reassigned visit requests.
  • Collected time of service payments and issued receipts.
  • Used Epic to maintain electronic patient files, successfully maintaining over 200 patient files.

Phlebotomist

CSL Plasma Center
08.2014 - 10.2017
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
  • Used personal protective equipment correctly to protect coworkers and patients.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Addressed questions and concerns to educate patients on collection process and procedures.
  • Assembled tourniquets, needles, and blood collection devices to prepare work trays.
  • Monitored patients for reactions and verified sample quality.
  • Reviewed patient records for accuracy and completeness.
  • Participated in continuing education programs to stay up to date on new technologies and procedures.
  • Conducted venipuncture and other CT procedures.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Verified patients' identification for proper sample collection.
  • Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
  • Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.

Medical Assistant

Dr. Whitmire
03.2010 - 07.2014
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Completed clinical procedures and gathered patient data for interpretation by physician.
  • Taught patients about medications, procedures, and care plan instructions.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Completed EKGs and other tests based on patient presentation in office.
  • Measured patient pulse oximetry.
  • Implemented care and efficiency improvements to support and enhance office operations.
  • Conducted monthly and quarterly inventory of supplies using facility cost reporting records.

Education

Associate of Applied Science -

The College of Health Care Professions
Houston, TX
12.2023

Skills

  • Verifying Eligibility
  • Collection Management
  • Recording Histories
  • Call Transfers
  • Multi-Line Telephone Systems
  • HIPAA Compliance
  • Office Administration
  • Customer Service

Certification

  • Certified BLS, American Heart Association - 10/2022
  • Certified Medical Assistant, CHCP - 12/2022
  • Certified Phlebotomist, - 8/2014

Timeline

Patient Services Coordinator

MD Anderson Cancer Center
10.2017 - Current

Phlebotomist

CSL Plasma Center
08.2014 - 10.2017

Medical Assistant

Dr. Whitmire
03.2010 - 07.2014

Associate of Applied Science -

The College of Health Care Professions

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Lauretha English