Malani Persaud

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Excellent communication skills, both verbal and written.
• Utilized critical thinking to analyze situations and formulates decisions.
• Managing client complaints and address issues in accordance with laws and regulations of HIPAA, CAP, CLIA, New York State, JACHO and other regulatory agencies
• Responsible for notifying clients of reagent/assay performance or mechanical/technical issues, facilitating returning of samples, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP

· Built strong relationships with clients to deliver emotional support and companionship.

· Facilitates gathering and dissemination of clinical information and required completed forms to payers and post-acute care providers in collaboration with the interdisciplinary team and case manager overseeing the patients discharge plan

· Performs intake of referrals for post-acute care services from case management and social services departments' staff

· Communicates with interdisciplinary team and patient designee regarding status of post-acute care plan implementation

· Advocate for patients' rights and decision-making with patient and family members

· Maintains and documents all activities in the patient medical record (Careport) and (EPIC) in accordance with the institution s established policies and standards

· Communicates with payor to determine the status of approval or denial of requested post-acute care services

Follows up with the actual post-acute care service provider to provide outcome.

· Responded to customer requests, offering excellent support and tailored recommendations to address needs.

· Communicated professionally with colleagues, freelancers and clients.

• Assisted physicians and nurses with clinical procedures following safe practices.
• Oriented and trained new staff on proper procedures and policies.
• · Handle patient intake and triage for about 30 patients per day
• Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
• Precepted newly hired medical assistants to train each on office procedures and important tasks.
• Sanitized, restocked, and organized exam rooms and medical equipment.
• Completed proper sanitation and cleaning of equipment and work areas between patients.
• Centrifuged blood samples as outlined in clinical protocols.
• · Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
• · Implemented care and efficiency improvements to support and enhance office operations.
• Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
• Adhered to HIPAA standards and maintained patient confidentiality in all interactions.