NATASHA COOKE
Fort Lauderdale
Summary
Results-driven appointment coordinator with a decade of experience in enhancing patient scheduling and communication. Proven ability to streamline appointment processes, improve patient satisfaction, and ensure accurate insurance verification, contributing to operational success in healthcare settings. Recognized for maintaining high standards of professionalism and compliance.
Overview
17
17
years of professional experience
Work History
Appointment Coordinator/Scheduler
Optum United Health Care
remote
12.2017 - Current
- Handled customer and patient calls regarding appointment inquiries to ensure timely and accurate scheduling.
- Scheduled patient appointments using electronic health record systems.
- Coordinated communication between patients and healthcare providers to enhance appointment clarity and satisfaction.
- Managed appointment calendars to optimize scheduling and reduce conflicts.
- Confirmed with customers about appointments and rescheduled missed appointments.
- Verified insurance eligibility for all patients prior to scheduling appointments.
- Processed insurance verification and maintained up-to-date records.
- Adhered strictly to HIPAA guidelines when handling confidential health information.
- Responded promptly to any changes or cancellations of existing appointments.
- Resolved conflicts with scheduling or double bookings to maintain smooth appointment flow.
- Provided information to patients on available appointment times and clinic policies.
- Collaborated with medical staff to streamline appointment workflows.
- Assisted with intake processes to ensure accurate patient data collection.
- Ensure that all billing and clinical information is obtained and entered with timeliness and accuracy.
- Contacted referring physicians' offices to obtain additional information about referred patients' needs.
- Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties.
- Verified insurance coverage.
- Ensured that all necessary paperwork was completed prior to scheduled appointments.
Customer Care Representative
Walgreens
Fort Lauderdale
01.2014 - 09.2017
- Resolved customer complaints with empathy and effective communication skills.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Answered customer inquiries and resolved issues to enhance satisfaction.
- Provided effective customer support during high call volume shifts, ensuring timely resolutions. to high call load each shift.
- Logged and tracked inquiries using a computer application.
- Documented customer interactions, capturing details, complaints, and actions taken for future reference.
- Escalated unresolved issues requiring further investigation or specialized expertise.
Health Administrator
Simple Health
Davie
06.2009 - 11.2013
- Verifies insurance benefits and obtains pre authorization.
- Ensures that all billing and clinical information is obtained and entered with timeliness and accuracy.
- Guided patients through inquiries on healthcare services and benefits to enhance understanding.
- Ensured compliance with healthcare regulations in all customer interactions.
- Executed data entry and managed email communications to streamline workflow.
- Handled customer calls to address inquiries and resolve issues promptly.
Education
High School -
John Adams High School
Miami, FL01-2006
Skills
- Data entry
- Insurance verification
- Medical insurance knowledge
- Insurance billing knowledge
- Patient registration
- Patient inquiry handling
- Patient scheduling
- Patient call management
- Appointment management
- Documentation management
- Accurate data entry
- Data entry
- Compliance management
- Attention to detail
- Time management
- Remote scheduling support
- Remote work
- Scheduling
- Appointment follow-up
- Patient inquiry handling
- Patient communication
- Team collaboration
- Effective communication
- Phone etiquette
- Patient confidentiality
- Healthcare knowledge
- Critical thinking
- Organizational skills
- Supply chain coordination
- Patient registration
- Patient scheduling
Timeline
Appointment Coordinator/Scheduler
Optum United Health Care
12.2017 - Current
Customer Care Representative
Walgreens
01.2014 - 09.2017
Health Administrator
Simple Health
06.2009 - 11.2013
High School -
John Adams High School