Lena Harris
Shelby,US
Summary
Dedicated, caring, and dependable career professional with over 15 years of combined experience in healthcare, call center, and insurance industries seeking new opportunities with an organization that values quality, integrity, and offers room for advancement. Proven track record of delivering exceptional service and a passion for helping others. Confident in ability to contribute to team success. Let's connect and explore how skills and expertise can benefit your organization.
Overview
13
13
years of professional experience
Work History
Patient Care Advocate
Progyny
New York, US
10.2022 - 09.2024
- Owned the Progyny member relationship for specific clients including but not limited to; onboarding, scheduling appointments, and providing educational resources for fertility-related services
- Managed multiple team projects and required to successfully meet deadlines in a fast-paced environment
- Addressed member inquiries and proactively researched high quality solutions to provide helpful and useful information to Progyny members
- Worked cross-functionally with internal teams to adequately handle member escalations and inquiries regarding billing and fertility services
- Maintained member satisfaction by timely addressing member questions via call or email
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Patient Services Liaison
REACH - Reproductive Endocrinology Associates of Charlotte
Charlotte, US
11.2011 - 09.2022
- Received and processed New Patient referrals on a daily basis
- Answered and triaged incoming calls, logging and distributing electronic faxes, scheduling appointments, and addressing patient questions while applying critical-thinking and problem-solving skills to resolve patient issues in a timely, effective, and professional manner
- Routinely accessed, documented, and managed patient information through various software applications while maintaining strict confidentiality according to regulations as required by HIPAA
- Processing and posted credit card payments and balanced cash closeout reports as needed
- Obtained insurance authorizations and ensured confirmation for patients' eligibility and benefits
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
Clinical Assistant
Family Reproductive Health
Charlotte, US
06.2011 - 09.2013
- Assisted with administrative duties such as making appointments, answering phones, and greeting patients upon arrival
- Interacted closely with practitioners, nurses, and patients by using effective interpersonal, active listening, and communication skills
- Educated patients about medications, procedures, and physician's instructions
- Verified patient billing information, processed payments, and maintained records and documentation to ensure maximum privacy
- Performed medical records management, including filing, organizing and scanning documents.
- Taught patients about medications, procedures, and care plan instructions.
Education
Associate of Applied Science - Medical Assistant
ECPI University
Charlotte, NC01.2011
Skills
- Integrity
- Compassion
- Multitasking
- HIPAA compliance
- Verbal and written communication
- Medical terminology
- Appointment scheduling
- Proficient in Microsoft Word, Excel, Salesforce, Next Gen, and Five9
- Insurance navigation
- Customer service
- Multitasking and organization
- Phone and email etiquette
- Insurance verification
Timeline
Patient Care Advocate
Progyny
10.2022 - 09.2024
Patient Services Liaison
REACH - Reproductive Endocrinology Associates of Charlotte
11.2011 - 09.2022
Clinical Assistant
Family Reproductive Health
06.2011 - 09.2013
Associate of Applied Science - Medical Assistant
ECPI University