Letha Messer
Bowling Green
Summary
Knowledgeable professional offering 4 years of experience in healthcare quality control, with an additional 16 years in patient care experience as a CNA/Care Manager. Compassionate, focused, detail-oriented, and dedicated to continuous improvement and helping the team produce top results while ensuring all patients receive the highest quality care.
Professional with substantial experience in patient services. Consistently delivers exceptional patient care through strong communication, problem-solving, and organizational skills. Adept at working collaboratively within healthcare teams and adapting to dynamic environments. Known for reliability and strong focus on achieving results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Patient Services Specialist (PSS)
Florida Cancer Specialists
07.2024 - Current
- Worked daily reports as assigned, responded to pt requests for records, orders, calls for concerns, etc
- Followed check-in/check-out protocols per facility operating procedures
- Provided excellent face-to-face and telephonic patient care experiences
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Collected patient co-pay and issued receipt to confirm payment.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Inputted accurate patient insurance, billing and payment information in [Software].
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Improved office efficiency by maintaining organized filing systems for physical and digital documents.
- Coordinated transportation services when necessary to ensure timely arrivals at scheduled appointments.
- Trained new Patient Services Specialists, resulting in increased department productivity and accuracy.
Quality and Compliance Associate
Oak Street Health
10.2023 - 07.2024
- Served as a subject matter expert on compliance-related topics, providing guidance to colleagues and stakeholders as needed.
- Maintained up-to-date knowledge of regulatory changes, informing management of any potential impacts on company operations.
- Collaborated with cross-functional teams to ensure timely resolution of compliance issues and promote adherence to industry standards.
- Reduced potential legal exposure by identifying areas of non-compliance and recommending corrective actions.
Remote Customer Service
Florida Blue
07.2023 - 10.2023
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
- Implemented new training programs to boost employee knowledge and performance in customer service roles.
- Consistently met or exceeded daily sales targets through strategic selling techniques and excellent customer service skills.
Quality Analyst
TimeDoc Health
02.2019 - 01.2023
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Mentored and coached team members on QA topics and strategies.
- Developed and maintained quality assurance procedure documentation.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Non-Certified Medical Assistant
Advent Health Cardiology Associates
07.2018 - 01.2019
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
Care Manager
Caresync
04.2017 - 06.2018
- Collaborated with interdisciplinary teams to provide comprehensive patient care, improving overall health outcomes.
- Reduced hospital readmission rates with diligent follow-up calls and thorough care coordination.
- Streamlined telephonic case management processes for improved efficiency and effectiveness.
- Documented medical interventions conducted during telephonic patient interactions.
- Assisted in the development of quality improvement initiatives aimed at enhancing the overall patient experience.
- Evaluated and documented patient progress, making adjustments to care plans as necessary for continued improvement.
- Facilitated access to community resources by connecting patients with relevant support services and programs.
- Conducted comprehensive assessments of patients'' physical, emotional, and social needs, establishing the foundation for effective care planning.
- Assessed patients' reported symptoms and existing medical concerns and issued referrals to appropriate medical providers.
Detention Medical Staff - CNA
Hardee County Sheriff's Department
11.2012 - 04.2017
- Maintained strict confidentiality of sensitive patient information in accordance with HIPAA guidelines.
- Streamlined communication between healthcare providers, resulting in improved patient treatment plans.
- Assisted physicians in conducting comprehensive assessments and creating individualized treatment plans for inmates.
- Maintained proper medical supplies inventory within the jail facility, ensuring availability of necessary resources to administer effective patient care at all times.
- Implemented behavioral health interventions for patients with mental health or substance abuse issues, collaborating with psychiatrists and counselors for comprehensive care provision.
- Advocated for inmate health needs by voicing concerns during interdisciplinary case conferences or meetings with correctional authorities when appropriate.
- Completed thorough intake assessments on newly admitted inmates, identifying immediate health concerns requiring prompt attention or ongoing monitoring.
- Managed medication administration, ensuring accuracy and adherence to prescribed treatment regimens.
- Identified medical emergencies and provided timely intervention, reducing complications for patients in distress.
- Maintained detailed documentation of patient interactions, treatments, and responses to interventions, supporting continuity of care across shifts.
Certified Nursing Assistant/Medical Records Clerk/Unit Clerk
Lake Wales Medical Center
01.2010 - 12.2012
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Answered unit calls and took messages for healthcare staff to maximize team productivity.
- Answered multi-line telephone system, provided information, and directed calls.
- Handled incoming calls professionally, providing relevant information or transferring inquiries as needed to maintain efficient communication channels within the unit.
- Prepared admissions charts and scanned records.
Education
Associate in Applied Science - Healthcare Administration
Eastern Gateway Community College
Steubenville, Oh06-2023
High School Diploma -
Hardee Senior High School
Wauchula, Fl01.2008
Skills
- Data Collection Analysis
- Timely Attendance
- G Suite Proficiency
- Proficient Typist
- Adaptability to Change
- Audit Execution
- Patient Records Coordination
- Inbound and Outbound Call Training
- Service Excellence
- EHR Software Proficiency
- Text Transcription Proficiency
- Strategic Correction Development
- Detail-Oriented
- Confidential Patient Care
- Follow-Up Management
- Insurance Eligibility Verification
- Efficient Appointment Coordination
Certification
- Certified Nursing Assistant (CNA) - State Boards of Nursing.
Timeline
Patient Services Specialist (PSS)
Florida Cancer Specialists
07.2024 - Current
Quality and Compliance Associate
Oak Street Health
10.2023 - 07.2024
Remote Customer Service
Florida Blue
07.2023 - 10.2023
Quality Analyst
TimeDoc Health
02.2019 - 01.2023
Non-Certified Medical Assistant
Advent Health Cardiology Associates
07.2018 - 01.2019
Care Manager
Caresync
04.2017 - 06.2018
Detention Medical Staff - CNA
Hardee County Sheriff's Department
11.2012 - 04.2017
Certified Nursing Assistant/Medical Records Clerk/Unit Clerk
Lake Wales Medical Center
01.2010 - 12.2012
- Certified Nursing Assistant (CNA) - State Boards of Nursing.
Associate in Applied Science - Healthcare Administration
Eastern Gateway Community College
High School Diploma -
Hardee Senior High School
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