Nafiso Hussein
Seattle,USA
Summary
Professional with strong expertise in guiding individuals through complex healthcare systems and processes. Skilled in patient advocacy, care coordination, and resource navigation. Known for fostering team collaboration and consistently achieving impactful results. Highly adaptable, reliable, and focused on improving patient outcomes and satisfaction.
Overview
14
14
years of professional experience
Work History
Health Navigator
Harborview Medical Center, University of Washington
Seattle, WA
02.2016 - Current
- Oversee preventive care and outreach activities of the Pediatric Clinics, acting as a Health Navigator for patients both autonomously and at the discretion of the care team and care managers.
- Develop and maintain procedural standards for "recall" efforts, including what requires entry and what roles front desk, care coordination staff, and nursing staff have in the process of entry, monitoring/ oversight and reconciliation.
- Processing incoming and outgoing Referrals.
- Empanelment through Population Health system (Power BI).
- Coordinating hopelink rides for qualified Medicaid patients.
- Provide insight and follow-through on improvements to the recall process, including its interface with others (Pediatric Clinics staff, Contact Center staff, providers, etc.).
- Develop consistent terminology for different elements (e.g., immunizations, f/u visit, ADHD, etc.) to be used in Epic and ensure staff have appropriate training resources.
- Develop job aids for other staff to assist in systematic processing and reconciliation of recall lists during discharge and otherwise.
- Ensure completion of Pediatric Clinics monthly QI reports on outcomes metrics Attend meetings as the spokesperson for preventive care/outreach efforts.
- Work closely with PCCs, social work and nursing in the coordination of patient care and where appropriate share concerns and ideas with management. Exude strong telephone/communication skills in conversations with parents and children about preventive care; follow standardized protocol(s) to provide information; document phone call in the medical record and defer to nursing where appropriate.
- Updating and templating provider schedules.
- Perform office tasks as needed including distribution of mail, creation of clinic-specific patient packets, and processing loose medical records papers.
Weekend Patient Care Coordinator
Pacific Northwest Fertility & IVF Specialists
Seattle, WA
06.2023 - 03.2024
- Greet and register new patients; obtain patient demographic, financial, insurance, and clinical information; and enter data into the computer with great attention to detail.
- Schedule and coordinate all patient appointments and procedures in eIVF.
- Work closely with the Billing Team, including collecting co-pays.
- Perform clerical duties, including chart preparation, scanning, and faxing.
- Act as liaison between physicians, clinical teams, and other practices to coordinate information flow, including obtaining missing information to expedite patient visits.
- Manage multiple phone lines; schedule appointments; take messages; triage phone calls; perform new patient intake, follow-up, and reminder calls.
- Assist fellow team members with communication issues such as setting up voicemail, headsets, and other equipment questions.
- Check in patients for procedures.
Outreach Specialist
Mary’s Place
Seattle, WA
08.2022 - 06.2023
- Operate a Diversion assistance phone line, determine family eligibility, connect families to services, and/or field questions from other providers and community members.
- Referral families to outside resources.
- Manage the Mary’s Place website Outreach Request Portal by reviewing incoming requests daily. Follow- up with all outreach requests that require more information.
- Work in partnership with outreach and community providers to connect with unsheltered families in need of diversion services and resolve housing barriers.
- Provide resource referral and follow-up assistance to families experiencing unsheltered homelessness. Maintain accurate and confidential guest records and electronic files in database systems.
- Actively work towards racial equity goals; strive for racially equitable outcomes; take responsibility for creating and maintaining affirming communities for people of color, immigrants and refugees, Trans and gender-non-conforming folks, and other populations who routinely encounter systemic oppressions. Promote and model principals of Housing First, trauma-informed care, and motivational interviewing to clients, service providers, and volunteers.
- Participate in regular staff meetings.
- Perform other duties as assigned by supervisor.
Customer Service Representative
Group Health Cooperative
Seattle, WA
08.2012 - 02.2016
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes are made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Processing medical claims and election forms.
Education
AA -
South Seattle community college
Seattle, WASkills
- Patient confidentiality
- Care coordination
- Resource navigation
- Healthcare systems
- Medical terminology
- Community advocate
- Verbal and written communication
- Patient support
Timeline
Weekend Patient Care Coordinator
Pacific Northwest Fertility & IVF Specialists
06.2023 - 03.2024
Outreach Specialist
Mary’s Place
08.2022 - 06.2023
Health Navigator
Harborview Medical Center, University of Washington
02.2016 - Current
Customer Service Representative
Group Health Cooperative
08.2012 - 02.2016
AA -
South Seattle community college