Norma Yeager
Wilmington,NC
Summary
Compassionate Patient Navigator known for high productivity and efficient task completion. Possess specialized skills in patient advocacy, healthcare system navigation, and personalized care plan development. Excel in communication, empathy, and problem-solving to enhance patient experiences and outcomes.
Overview
21
21
years of professional experience
Work History
Patient Navigator
Novant Glen Meade OBGYN
Wilmington, NC
01.2019 - Current
- Assisted in scheduling appointments, tests, and procedures for patients.
- Educated patients and family members on their diagnosis and treatment plans.
- Maintained accurate records of patient interactions and outcomes in electronic health record systems.
- Facilitated communication between physicians, specialists, nurses, social workers, insurance companies, employers.
- Developed strategies to reduce barriers encountered by patients in accessing care.
- Participated in quality improvement initiatives aimed at improving patient experience.
- Maintained professional relationships with healthcare providers.
- Documented patient information in appropriate systems to guarantee care coordination throughout patient care continuum.
- Worked collaboratively with physicians, staff and other health care professionals to develop, implement and evaluate integrated and comprehensive plans of care for patients.
- Contacted patients to provide appointment reminders.
- Identified patient needs and desires and communicated to healthcare professionals.
- Advocated for patient needs to healthcare professionals.
Patient Experience Representative
Wilmington Health Endocrinology
Wilmington, NC
10.2017 - 01.2019
- Greeted patients upon arrival and provided them with a warm and welcoming environment.
- Assisted in scheduling appointments, verifying patient information, and collecting payments.
- Provided support to staff members and other departments when needed.
- Answered incoming calls, responding promptly to inquiries or complaints from patients or family members.
- Monitored patient flow throughout the facility, ensuring that all areas were running efficiently.
- Collaborated with other departments to ensure that patient needs were met in a timely manner.
- Managed the daily operations of the front desk area, including assigning tasks to staff members and managing workflow during peak hours.
- Developed strategies for improving customer service processes based on feedback from patients and employees.
- Performed administrative duties such as filing paperwork, entering data into computer systems, photocopying documents and preparing mailings.
Receptionist
Dr. Suzanne Hentz
Wilmington, NC
01.2004 - 10.2017
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
Education
High School Diploma -
Corning - Painted Post West High School
Painted Post, NY06-1994
Skills
- Administrative and Office Support
- Resolving Problems
- Registration and Scheduling
- Communicating to Patients and Families
- Gathering Information from Patients
- Building Rapport and Credibility
- Calm and Effective Under Pressure
- Documenting and Recording Information
- Caring and Empathetic
- Adaptability and Flexibility
- Insurance Verification
- Coordinate referrals
- Improve patient care
- Routing lab results
- Patient Registration
- Adaptability
- Time management abilities
- Patient documentation
- Customer Service
Timeline
Patient Navigator
Novant Glen Meade OBGYN
01.2019 - Current
Patient Experience Representative
Wilmington Health Endocrinology
10.2017 - 01.2019
Receptionist
Dr. Suzanne Hentz
01.2004 - 10.2017
High School Diploma -
Corning - Painted Post West High School
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