Lenarda Hodges
Cleveland,OH
Summary
Dedicated and detail-oriented with years of customer service skills and experience. Skilled at prioritizing, completing multiple tasks simultaneously and following through to achieve goals. Flexible and goal-oriented team player with expertise in scheduling, customer service training and leadership. Dependable self-starter seeking to leverage background with Patient access coordinator role with progressive organization. Currently seeking advancement to Administrative Program Coordinator position.
Overview
13
13
years of professional experience
Work History
Patient Access Coordinator
Cleveland Clinic
05.2022 - Current
- Distributes work and maintains departmental work flow and desk coverage for assigned area
- Coordinates work schedules to include providing coverage during PTO
- Assists department chair with performance appraisals, corrective actions and approval of OT
- Orients new employees to department and to policies and procedures; ensures continued training and development of employees; maintains personnel records, verifies time cards and attendance; and approves overtime to meet departmental needs
- Organizes and coordinates activities and flow of work for patient access area
- Assigns tasks, monitors performance of and assists in training patient service representative
- Screens candidates, recommends hires, conducts performance appraisals and recommends corrective counseling
- Develops, implements and oversees programs to improve appointment utilization such as, reminder, follow-up on no-show/cancellation program
- Coordinates activities and resolves operational problems
- Makes adjustment in employees, patients and physicians schedules to respond to operational problems
- Controls and audits reconciliation of day sheets including adjusting statistics in computer data bank
- Produces reports as needed.
FC Associate
Amazon
05.2021 - 01.2024
- Scanned incoming products with radio-frequency scanners and entered products into inventory management system, allowing clear stock tracking and efficient customer order fulfillment
- Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents
- Kept work areas clean, neat and organized for optimal productivity and worker safety
- Efficiently dealt with changes, delays and unexpected events to ensure customers received products on time.
Administrative Assistant
Cleveland Clinic
06.2019 - 07.2021
- Manages and prioritizes multiple assignments simultaneously and effectively such as, acting as liaison between internal and external customers by greeting customers, answer and triage phone calls
- Administers calendar and schedules management
- Composes and prepares variety of correspondence (e.g., reports, forms, presentation materials, messages, etc.) as required
- Provides coverage of other areas such as front end, point of service and registration
- Coordinates management functions and assists in special projects.
Patient Service Specialist
Cleveland Clinic
04.2017 - 06.2019
- Professionally investigates, triages, and resolves patient issues using established HEART Model, ensuring patient's visit is outstanding experience
- Proactively assists patients to minimize patient issues
- Proactively manages needs of patients and visitors in waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery
- Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and outstanding patient experience
- Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and outstanding patient experience
- Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards
- Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information
- Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers
- Recruits, enrolls, and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing patient experience
- Supports and participates in process improvement efforts
- Performs telephone triage
- Generates staff provider reschedules
- Effectively collaborates and communicates with clinical staff,
- Providers, nurses and other support staff.
Health Unit Coordinator
Cleveland Clinic
10.2015 - 04.2017
- Conducts in-person greeting, welcome and orientation to unit for newly admitted and transferred patients
- Responds to patient call lights in manner that expedites appropriate follow through
- Makes rounds on patients throughout their hospital stay
- Communicates and facilitates communication with patients, families, other departments and health care team members regarding patient care
- Assists with processing patient admissions, transfers and discharges
- Provides concierge service to assist patients and families with way finding and directs them to available resources
- Assembles and maintains patient medical records and other documents related to patient care
- Assists with unit clerical functions
- Assists in troubleshooting equipment failures such as call system, portable phones, WOWs and other unit devices.
Patient Care Nusing Assistant
Cleveland Clinic
10.2013 - 10.2015
- Reports abnormal findings or changes in physical, mental and emotional conditions to RN
- These may include but are not limited to vital signs, weights, assisting patients with personal care and activities of daily living, patient transfers/transport, pulse oximetry, point of care testing, dressing changes, application of external monitoring devices, and removal of urinary Foley Catheter
- Assists with keeping patient rooms clean & orderly
- Demonstrates positive, concerned and sensitive response in workplace
- Strong interpersonal skills to interact with patients and staff
- Ability to read, write and speak English and to follow oral and written instructions
- Ability to perform basic clinical mathematics.
Environmental Services Housekeeper
Calvery Staffing
08.2011 - 02.2013
- Work through agency at Cleveland Clinic Learner Building
- Cleaned offices, conference rooms and common areas
- Helped prevent spread of infections by sanitizing surfaces, furniture and equipment
- Answered patient questions and fielded complaints.
Education
Associate of Science - Psychology
University of Phoenix
Phoenix, AZ (online)10.2011
Skills
- Patient Registration
- Problem-Solving
- Customer Service
- Process Improvement
- Team Leadership
- Administrative and Office Support
- Resolving Problems
- Data Collection
- Multitasking Abilities
- Time Management
- Team building
- Schedule Coordination
Timeline
Patient Access Coordinator
Cleveland Clinic
05.2022 - Current
FC Associate
Amazon
05.2021 - 01.2024
Administrative Assistant
Cleveland Clinic
06.2019 - 07.2021
Patient Service Specialist
Cleveland Clinic
04.2017 - 06.2019
Health Unit Coordinator
Cleveland Clinic
10.2015 - 04.2017
Patient Care Nusing Assistant
Cleveland Clinic
10.2013 - 10.2015
Environmental Services Housekeeper
Calvery Staffing
08.2011 - 02.2013
Associate of Science - Psychology
University of Phoenix
Similar Profiles
ALICIA STANZIANOALICIA STANZIANO
CLIENT PROGRAM MANAGER at THE CLINIC BY CLEVELAND CLINICCLIENT PROGRAM MANAGER at THE CLINIC BY CLEVELAND CLINIC
Orestes SanchezOrestes Sanchez
Registered Nurse (RN) Med/Surg at Cleveland ClinicRegistered Nurse (RN) Med/Surg at Cleveland Clinic
Nathan BrooksNathan Brooks
RN- CVICU at Cleveland ClinicRN- CVICU at Cleveland Clinic