Lucinda Johnson
Summary
Accomplished in enhancing patient experiences and streamlining operations, as demonstrated at WellStar Kennestone Hospital. Expert in insurance verification and HIPAA compliance, I excel in multitasking and organizational tasks. Proven track record of improving patient satisfaction and operational efficiency, meeting or exceeding performance metrics by over 20%. Skilled in empathetic communication and detailed administrative management.
Overview
8
8
years of professional experience
Work History
Personal Care Assistant
Home Life Care
02.2024 - Current
- Assist clients with daily living needs to maintain self-esteem and general wellness.
- Assist with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Assist with dressing guidance, grooming, meal preparation, and medication reminders.
- Engage patients in meaningful conversation, socialization, and activity while providing personal care assistance.
Patient Access Representative
WellStar Kennestone Hospital
01.2023 - 01.2024
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
Cashier
Target
08.2021 - 02.2024
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
Patient Access Coordinator
North Atlanta OBGYN
05.2021 - 05.2022
- Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
- Increased efficiency of daily operations by implementing electronic health record system for accurate data management.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Answered incoming calls, scheduled appointments and filed medical records.
Pre Registration Representative
Northside Hospital Atlanta
08.2019 - 04.2021
- Maintained accurate records by updating patient demographics, insurance, and financial information.
- Supported hospital compliance efforts by adhering to HIPAA guidelines and maintaining the confidentiality of patient information.
- Collected demographic and insurance information to verify copay amount due.
- Improved overall work environment through active participation in department meetings, sharing ideas for enhancements, and supporting team-building initiatives.
Benefit Verification Specialist
United Heathcare
09.2016 - 08.2019
- Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
- Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
- Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
- Contributed to departmental goals by consistently meeting or exceeding performance metrics related to benefit verification accuracy and turnaround time.
Education
Associate of Applied Science - Medical Assisting
ECPI
Raleigh, NCSkills
- Insurance verification
- HIPAA compliance
- Patient registration
- Multitasking and organization
Timeline
Personal Care Assistant
Home Life Care
02.2024 - Current
Patient Access Representative
WellStar Kennestone Hospital
01.2023 - 01.2024
Cashier
Target
08.2021 - 02.2024
Patient Access Coordinator
North Atlanta OBGYN
05.2021 - 05.2022
Pre Registration Representative
Northside Hospital Atlanta
08.2019 - 04.2021
Benefit Verification Specialist
United Heathcare
09.2016 - 08.2019
Associate of Applied Science - Medical Assisting
ECPI
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