- Enjoying the art of baking and pastry-making, experimenting with recipes
- Learning new cooking techniques and expanding my culinary skills
- Watching Movies and TV Shows
- Music
Octavia Ferguson
Pre-Arrival Scheduler
Nashville,TN
Summary
Experienced healthcare professional skilled in radiology scheduling, handling inquiries, and delivering exceptional support across diverse care settings. Known for strong communication, empathy, and problem-solving abilities that enhance patient satisfaction. Proficient in healthcare protocols, with an organized and collaborative approach to streamlining service delivery. Recognized for adaptability, teamwork, and effectiveness under pressure.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Pre-Arrival Scheduler I
Advocate Aurora Health Care (Remote)
06.2021 - Current
- Utilized electronic scheduling systems (e.g., Epic) to efficiently schedule an average of 35+ patient appointments daily, and 800+ appointments monthly, ensuring proper test sequencing and preventing scheduling conflicts.
- Adhered to HIPAA guidelines while handling sensitive patient information during the scheduling process.
- Developed a strong understanding of various radiology procedures and their prerequisites, allowing for accurate scheduling and patient education.
- Maintained a 0% scheduling error rate, consistently ensuring that appointments were entered accurately, with the correct location, time, and procedure information.
- Entered patient demographic, insurance, and contact information with 100% accuracy, in alignment with registration policies and compliance standards.
- Applied working knowledge of Medicare, Medicaid, and third-party payer policies while verifying insurance eligibility and authorization requirements.
- Managed high call volumes efficiently while maintaining a professional demeanor and providing exceptional customer service to both internal staff members and external callers alike.
PERSONAL ASSISTANT
Illinois Department of Human Services
06.2015 - 06.2021
- Coordinated and provided safe and reliable transportation to healthcare appointments for patients, ensuring timely access to necessary medical services.
- Efficiently managed household tasks to maintain a clean, organized environment that supported patient well-being, independence, and dignity.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Effectively managed workload and prioritized tasks to meet daily deadlines and client expectations.
- Fostered a trusting caregiver-client relationship through respectful, clear, and compassionate communication.
- Maintained patient confidentiality and adhered to legal and ethical guidelines, ensuring adherence to HIPAA regulations.
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Illinois Department of Human Services
07.2018 - 10.2019
- Consulted with customers on health insurance services, including Medicare Advantage plans, to recommend solutions supporting both health and financial goals.
- Handled high-volume inbound calls with professionalism, empathy, and efficiency, consistently maintaining a top 10% ranking in call quality assurance.
- Responded to customer inquiries with compassion and problem-solving focus, ensuring optimal outcomes for individual healthcare needs.
- Opened and maintained accurate customer accounts and records in compliance with privacy regulations.
- Resolved complex medical and prescription claim issues involving patients, providers, insurance companies, and pharmacies.
- Scheduled primary care appointments and coordinated transportation services when needed to support continuity of care.
- Troubleshot and resolved customer technical issues related to health plan access and account management.
Education
Associate of Science - General Studies
Shawnee Community College
Metropolis, IL 08.2015 - 05.2017
Skills
Epic (EMR)
Order Processing
Schedule Management
Patient Registration
Insurance Verification
Medical Terminology
Claim Resolution
Documentation proficiency
Problem Solving
HIPAA Compliance
Data Entry
Microsoft Suite
Accomplishments
- Achieved top 5 schedulers by increasing appointments scheduled by 6.6% with accuracy and efficiency.
Interests
Timeline
Pre-Arrival Scheduler I
Advocate Aurora Health Care (Remote)
06.2021 - Current
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Illinois Department of Human Services
07.2018 - 10.2019
Associate of Science - General Studies
Shawnee Community College
08.2015 - 05.2017
PERSONAL ASSISTANT
Illinois Department of Human Services
06.2015 - 06.2021