Lissa Coley
STATE_US
Summary
Organized Administrative Clerk with over 10 years in healthcare administration, specializing in patient inquiries and documentation management. Committed to patient confidentiality and skilled in enhancing operational efficiency through effective communication and process improvement. Ready to leverage expertise to elevate healthcare services.
Overview
20
20
years of professional experience
Work History
Household Engineer
Home
Clermont, FL
06.2025 - Current
Health Unit Coordinator
Duke HomeCare and Hospice
Durham
02.2014 - 05.2025
- Managed scheduling of appointments, optimizing resource allocation to enhance service delivery.
- Implemented process improvements to streamline workflows, increasing operational efficiency within the health unit.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
- Assisted nursing staff with daily tasks, contributing to a well-organized and efficient unit environment.
- Assembled and maintained patient medical records and other documents related to patient care.
- Assisted with processing patient admissions, transfers and discharges.
- Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced healthcare environment.
- Responded to patient call lights to expedite appropriate follow-through.
- Ensured patient safety through strict adherence to HIPAA regulations and maintaining confidentiality of sensitive information.
- Provided exceptional customer service by addressing patient concerns with empathy and professionalism.
- Maintained accurate patient records through diligent data entry and timely updates in the electronic health record system.
- Contributed to a welcoming environment for patients and their families as the first point of contact at the health unit''s reception desk.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Enhanced patient experience by providing empathetic support and guidance throughout their stay, addressing concerns and facilitating services.
- Improved accuracy of medical records by diligently entering patient information and updating charts to ensure up-to-date healthcare data.
- Maintained confidentiality and protected patient rights by strictly adhering to privacy laws and healthcare ethics in all communications and records.
- Facilitated timely response to patient emergencies by coordinating with nursing staff and ensuring immediate communication with medical personnel.
Patient Serivce Representative
Duke Home Care and Hospice
Durham, NC
11.2014 - 05.2025
- Handled high volume of incoming calls, delivering exceptional customer service and support to patients and families.
- Answered incoming calls, ensuring timely and professional communication with patients.
- Adhered to HIPAA regulations when handling confidential patient information.
- Inputted patient demographic data into electronic health record system, facilitating accurate record-keeping.
- Maintained a clean and organized reception area.
- Performed administrative duties such as filing, faxing, photocopying.
- Prepared letters and documents for mailing as requested by the supervisor or physician staff.
- Sorted incoming mail for timely distribution to staff.
- Processed patient documentation and ensured accurate record maintenance.
- Coordinated with healthcare providers to streamline patient services.
- Answered incoming calls in a professional manner.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
Administrative Clerk
Duke Home Care and Hospice
Durham, North Carolina
02.2006 - 11.2014
- Maintained accurate patient records using electronic health systems.
- Handled patient inquiries with professionalism and empathy.
- Delivered exceptional customer service through direct communication with clients and team members.
- Processed incoming and outgoing correspondence to facilitate timely communication.
- Organized and maintained filing systems both electronically and manually.
- Prepared and processed documents such as invoices, reports, memos and correspondence.
- Supported team communication through regular updates and meetings.
- Answered phone to take messages or redirect calls to colleagues.
- Performed office automation duties using email, desktop publishing and spreadsheets.
- Leveraged office tools and equipment to copy and distribute forms, reports and correspondence.
- Assisted in the preparation of regularly scheduled reports.
- Monitored stock levels and ordered office supplies to sustain operational readiness.
- Assisted in the coordination and organization of special events and meetings.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Maintained and updated filing, inventory and database systems, manually or using computer.
- Troubleshot office equipment, computer hardware and software issues.
- Provided assistance to other departments when needed.
- Inventoried and ordered materials, supplies and services.
Education
High School Diploma -
Fellowship Christian
Durham, NCSkills
- Electronic health records
- Patient documentation
- HIPAA compliance
- Patient confidentiality
- Administrative support
- Data entry
- Data entry proficiency
- Document filing
- Call handling
- Queue management
- Time management
- Attention to detail
- Process improvement
- Effective communication
- Written communication
- Team collaboration
- Customer service
- Phone etiquette
- Strong empathy
- Friendly and outgoing
- Problem solving
- Problem solving
- Privacy regulations
- Office administration
- Typing [number] wpm
Timeline
Household Engineer
Home
06.2025 - Current
Patient Serivce Representative
Duke Home Care and Hospice
11.2014 - 05.2025
Health Unit Coordinator
Duke HomeCare and Hospice
02.2014 - 05.2025
Administrative Clerk
Duke Home Care and Hospice
02.2006 - 11.2014
High School Diploma -
Fellowship Christian
Education and Training
other