Lawrene Marie Kia
Summary
Organized Patient Service Representative for twenty plus years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Utilization Referral Tracking/Patient Service Representative
Queens Medical Center -Queen Emma Clinic
10.2014 - Current
- Communicate with multiple Physicians within the clinic to optimize referrals for patient medical needs.
- Coordinated with clinical office staff for timely and effective care of patients.
- Referred patients to appropriate health care services or resources.
- Obtained proper authorization and identification prior to release of confidential medical to multiple Specialty
Physicians in coordination for patient care. - Prioritizing tasks according to urgency and importance while maintaining high-quality work standards.
- Developed and implemented customer service policies and procedures.
- Took copayments and compiled daily financial records.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Answered incoming calls, scheduled appointments and filed medical records.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
Operations Assistant
Queens Medical Center - Endoscopy Department
05.2009 - 09.2014
- Facilitated smooth communication between departments by acting as a liaison when necessary, ensuring timely information exchange.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Worked closely with Manager to coordinate department workflow.
- Routed phone calls to appropriate recipients and handled internal business correspondence.
- Coordinated meetings with equipment vendors for staff & Physicians to discuss use and concerns regarding company procedure products, services and prices.
Radiology Scheduler/Medical File Clerk
Queens Medical Center -Imaginfg Department
11.1999 - 04.2009
- Worked closely with referring physicians'' offices to coordinate timely referrals for diagnostic imaging services, expediting patient care when necessary.
- Upheld HIPAA regulations and standards for protecting patient information.
- Managed high call volumes efficiently while maintaining a professional demeanor and providing exceptional customer service to both internal staff members and external callers alike.
- Developed a strong understanding of various radiology procedures and their prerequisites, allowing for accurate scheduling and patient education.
- Assisted in training new schedulers on department protocols, policies, and software systems to ensure smooth integration into the team.
- Maintained strict adherence to HIPAA guidelines while handling sensitive patient information during the scheduling process.
- Coordinated radiology appointments for multiple departments, ensuring optimal resource utilization.
- Retrieved medical data for physicians and patients.
- Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
Education
High School Diploma -
Admiral Arthur W Radford High School
Honolulu, HI05.1991
Skills
- Multi-Line Telephone Systems
- Knowledge Of Community Services And Programs
- Team Collaboration
- Patient Engagement
- Operational Requirements
- Resolving Problems
Certification
- Medical Coding
Medical Coding
Enrolled in a class offered within Queens Medical Center and Straub Clinic
Timeline
Utilization Referral Tracking/Patient Service Representative
Queens Medical Center -Queen Emma Clinic
10.2014 - Current
Operations Assistant
Queens Medical Center - Endoscopy Department
05.2009 - 09.2014
Radiology Scheduler/Medical File Clerk
Queens Medical Center -Imaginfg Department
11.1999 - 04.2009
High School Diploma -
Admiral Arthur W Radford High School
- Medical Coding
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