Lucy K. Hinds
Bakersfield,CA
Summary
Goal-driven Healthcare Administration professional with more than six years of experience, demonstrating a keen ability of manage patient relations and coordinate care effectively. Exhibits strong proficiency in data entry and EHR systems, including REA, Altera Digital Health TouchWorks, and Salesforce. Possesses leadership skills for team building and program development, coupled with excellent bilingual communication abilities in English and Spanish. Known for a detail-focused approach to manage patient enrollment and retention, resolve grievances, and guide patients through complex processes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Patient Relations Liaison
Optum
12.2022 - Current
- Managed new patient enrollment efforts and achieved growth and retention in the Hospital/Health Care market.
- Addressed health plan grievances and resolved customer service complaints.
- Retained and grew site-level HMO, FFS, and MAPD membership through data tracking and identifying growth opportunities.
- Conducted post-visit calls to drive patient retention.
- Served as a point of contact for existing patients, brokers, agents, and community members.
- Guided patients on non-medical questions and concerns, including billing, insurance benefits, and Medicare.
- Acted as a patient navigator to ensure a positive and compassionate patient experience.
- Scheduled appointments for new senior patients and facilitated their onboarding process.
- Managed outreach lists and tracked outcomes for connecting patients with brokers for benefit reviews and renewals.
- Collaborated with brokers and protected their level of business through EMR processes and referral tracking.
- Planned and organized events and marketing initiatives to drive growth and enrollment.
- Developed and maintained relationships with brokers, agents, and community partners to expand prospective membership.
- Provided support and training for Medicare, health plan renewals, and in-clinic processes during AEP, OEP, and SEP at OPTUM.
- Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
- Streamlined information flow for increased efficiency by implementing a centralized document management system.
- Improved interdepartmental collaboration with regular team building activities and open forums for discussion.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
Care Coordinator
Regal Medical Group
01.2019 - 11.2022
- Managed 200 members and executed daily communications for Chronic Obstructive Pulmonary Disease Program such as answering phones, calling members, routing electronic faxes, preparing COPD letters, and updating data on master census.
• Entered admissions records, home care authorization requests, and prior authorization requests to multiple data systems.
• Worked with Regal nurses to improve patient experience while improving quality of care for members.
• Verified eligibility and communicated with insurance companies to obtain benefits and home health authorizations for members.
• Disclosed members' personal health information by following the guidelines in accordance with Health Insurance Portability and Accountability Act (HIPAA).
• Attended monthly meetings with Disease Management Coordinators, leadership team, and RMG Nurses regarding monthly numbers for COPD, CHF, Diabetes, and Oncology.
• Collected and inputted data for Bi-Monthly reports for COPD and asthma members.
• Prepared and facilitated reports on disease process monitoring and symptom management with the Haven Palliative team. - Enhanced patient care by developing and implementing comprehensive care plans.
- Improved communication among healthcare providers, streamlining the coordination of services for patients.
- Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
Administrative Intern
Kaiser Permanente
02.2018 - 07.2018
- Assisted led coordinator of the Kaiser Summer Youth Employment Program with community outreach and provided low income STEM students the ability to apply for internships and gain experience in the healthcare field.
- Enhanced team efficiency by taking detailed meeting notes and distributing them promptly to relevant staff members.
- Supported department heads with scheduling, preparing materials for presentations, and coordinating events.
- Assisted in the development and execution of training programs for new administrative interns to ensure they are equipped with the necessary skills and knowledge for their roles in the healthcare industry.
- Assisted in coordinating and facilitating virtual meetings and webinars for administrative interns, ensuring all necessary technology and equipment are in place and troubleshooting any technical issues that may arise.
- Ensured timely completion of projects by tracking progress and updating project management software accordingly.
- Complied data and created graphs corresponding master list for student employees and department supervisor's for Summer Youth Employment Program.
- Developed and implemented a mentoring program for the administrative interns to support their professional development and enhance their skills in the healthcare industry.
- Provided support in organizing and managing administrative tasks for team meetings and events, including scheduling, coordinating agendas, and taking meeting minutes.
Education
Bachelor of Science - Health Administration
California State University - Northridge
Northridge, CA05.2018
Skills
- Mediation Skills
- Assessment Capabilities
- Technical Knowledge
- Representative Experience
- Progress Monitoring
- Multidisciplinary Team Collaboration
- Policy Adherence
- Database Coordination
Certification
American Heart Association Basic Life Support (CPR & AED)
Languages
Spanish
Native or Bilingual
Timeline
Patient Relations Liaison
Optum
12.2022 - Current
Care Coordinator
Regal Medical Group
01.2019 - 11.2022
Administrative Intern
Kaiser Permanente
02.2018 - 07.2018
Bachelor of Science - Health Administration
California State University - Northridge