LILY COX
Fall City
Summary
Dynamic administrative professional with over 11 years of experience in reception, client relations, and coordinating complex schedules. Proven expertise in managing records, conducting audits, and performing general bookkeeping tasks with precision. Recognized for delivering exceptional service quality while effectively handling a variety of administrative responsibilities. Strong organizational abilities, effective communication skills, and a talent for problem-solving contribute to success in fast-paced environments. Committed to fostering positive relationships and enhancing operational efficiency.
Overview
9
9
years of professional experience
Work History
Senior Patient Service Specialist
Swedish Hospital
01.2023 - Current
- Coordinate and schedule complex appointments across multiple departments. Including medical imaging (Echos, EEGs, EKGs, MBS, Vascular Ultrasounds) and a variety of therapy appointments (Lactation, Physical, Occupational, and Speech)
- Facilitate seamless patient admissions and interdepartmental communication using Epic.
- Provide exceptional customer service by helping patients tailor therapy plans for physical, occupational, and speech therapy.
- Support patient access initiatives and contribute to process improvements that enhance service efficiency.
Client Service Representative (Veterinary) – Team Lead
Alpine Animal Hospital
04.2022 - 12.2022
- Managed daily front-desk operations and served as the liaison between veterinarians, clients, and patients.
- Created and optimized doctor schedules and developed training materials for new reception staff.
- Promoted to Team Lead after 4 months for exceptional performance and organizational skills.
- Utilized EzyVet to manage appointments, records, and client communications efficiently.
Patient Care Coordinator
Swedish Primary Care
08.2021 - 02.2022
- Scheduled and managed appointments for multiple providers using Epic, ensuring accuracy and timeliness.
- Collected copays, verified insurance information, and coordinated care between patients, providers, and insurers.
- Maintained accurate medical records and handled sensitive patient communications with empathy and discretion.
Receptionist / Clinical Assistant / Population Health Worker
Upper Great Lakes Family Health Center
01.2019 - 04.2021
- Began as a float receptionist supporting multiple departments, quickly promoted for reliability, efficiency, and knowledge.
- Managed over 40 insurance prior authorizations daily for 5 clinics, including MRI, CT, PET, and medication requests.
- Coordinated preventive care initiatives by closing patient care gaps (mammograms, pap smears) and obtaining external records.
- Leveraged eClinicalWorks EMR to improve accuracy and speed of administrative processes.
Night Auditor / Front Desk Clerk
Country Inn & Suites
06.2017 - 01.2019
- Balanced nightly reports, managed reservations, and delivered excellent guest service.
- Recognized as Club Carlson representative for highest membership sign-ups.
Education
General Education Coursework -
Shoreline Community College
General Education Coursework -
Gogebic Community College
High School Diploma -
Houghton High School
Houghton, MI01.2015
Skills
- Professionalism and ethics
- Exceptional communication
- Appointment scheduling
- Strong interpersonal skills
- Problem-solving
- Multitasking and organization
- Team leadership
- Phone and email etiquette
- Electronic records management
Timeline
Senior Patient Service Specialist
Swedish Hospital
01.2023 - Current
Client Service Representative (Veterinary) – Team Lead
Alpine Animal Hospital
04.2022 - 12.2022
Patient Care Coordinator
Swedish Primary Care
08.2021 - 02.2022
Receptionist / Clinical Assistant / Population Health Worker
Upper Great Lakes Family Health Center
01.2019 - 04.2021
Night Auditor / Front Desk Clerk
Country Inn & Suites
06.2017 - 01.2019
General Education Coursework -
Shoreline Community College
General Education Coursework -
Gogebic Community College
High School Diploma -
Houghton High School