Phillip Patterson
New York,United States
Summary
Passionate and dedicated customer service professional with extensive experience in delivering empathetic, efficient, and personalized service. Committed to fostering positive relationships with members, understanding their needs, and providing exceptional solutions to ensure optimal satisfaction.
Overview
7
7
years of professional experience
Work History
Patient Care Coordinator
VillageMD
11.2023 - Current
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Responsible for handling high volume of phone calls
- Reviewing lab results and relaying recommendations provided by Aftercare clinicians
- Responding to patients’ clinical inquiries based on current workflow and SOPs
- Obtain and attach patient clinical documents to a patient’s chart
- Report cases to the Department of Health (DOH)
- Ensuring all patient interaction are documented and assist patients with one call resolution
- Timely responses to tasks assigned through CRM (Salesforce) and chart review EMR (Athena)
- Ability to multi-task and use multiple systems, including our electronic medical documentation system to provide medical information and patient support/follow up after the clinical visit
- Adhere to all HIPAA guidelines and policies
- Comply with departmental goals and agent key performance indicators
Admissions Coordinator
Fairview Nursing Home
12.2022 - Current
- Managed over 100 inbound and outbound phone calls and inquiries daily. Routes calls and messages within the practice management system to appropriate staff.
- Responsible for triaging calls for various sub-specialties/modalities, requiring proficiency in each.
- Schedules and/or reschedules patient appointments within the practice.
- Collects new patient records as applicable.
- Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
- Maintains clinicians’ administrative and/or clinical/surgical schedules/calendars as needed.
- Coordinating the resident referral and approval process in an efficient manner
- Establishing & maintaining relationships with local hospitals, physicians & community organizations for the purpose of generating consistent admissions to the facility
- Understand the admissions process including policy, procedures, assessments & paperwork requirements
- Support the facility's PR to generate a positive image & encourage word-of-mouth referrals
- Maintain knowledge of regulations governing Medicare/Medicaid/Managed Care reimbursement processes
- Communicate special needs of new admissions to staff to ensure a smooth transition
- Provide appointments for facility presentations and on-site tours
- Obtain and update authorizations
- Manages patient chart process to ensure that information is inputted and scanned properly.
- Assists with special projects as assigned
Patient Liasion
Terrence Cardinal Cook Health Care Center
03.2018 - 12.2022
- Managed sensitive patient information with strict adherence to HIPAA guidelines, ensuring confidentiality at all times.
- Conducted regular follow-up calls with discharged patients to monitor progress and provide additional support as needed.
- Coordinated special events for patients and their families, fostering a sense of community within the healthcare setting.
- Served as a primary point of contact for patients, addressing inquiries about medical services, insurance coverage, and appointment scheduling efficiently.
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions in a professional manner.
- Promoted patient advocacy by identifying barriers to care access and recommending appropriate resources or interventions.
- Provided emotional support to patients facing difficult diagnoses or life-altering medical conditions, offering compassion during vulnerable moments.
- Evaluated feedback from both patients and staff members in order to identify areas requiring further attention or improvement efforts.
- Responded to inbound calls and assisted customers with inquiries, troubleshooting, and concerns related to company services and products.
- Provided clear explanations of service offerings, claims status, and troubleshooting steps, ensuring customers felt supported and well-informed.
- Identified recurring customer concerns and collaborated with management to develop solutions for process improvement.
- Demonstrated strong time-management skills by balancing multiple inquiries while maintaining a high level of service quality.
Education
Bachelor of Science - Communications
Saint John's University (NY)
05.2019
Advanced Regents Diploma -
Bishop Loughlin Memorial High School
06.2012
Skills
- Strong Social Skills
- Adaptable Resource Management
- Customer Support Excellence
- Advanced Microsoft Office Skills
- Effective Verbal and Written Communication
- Strategic Task Management
- Proficient in Organization
- Meticulous Attention To Detail
- Clear Communication
- Effective Conflict Management
- Compassionate Engagement
- Organizational Proficiency
- Claims Analysis and Client Support
- Familiarity with Health Insurance Plans
- Collaboration & Teamwork
- Technical Support for Applications & Systems
- Attention to Detail
- Time Management & Prioritization
- Patient Care Commitment
- Experienced with Multiple CRM Platforms
- Client Focused
- Proficient Communication
- Hospitality
- Customer Relationship Management
- Data Verification
- Strong Organization
Timeline
Patient Care Coordinator
VillageMD
11.2023 - Current
Admissions Coordinator
Fairview Nursing Home
12.2022 - Current
Patient Liasion
Terrence Cardinal Cook Health Care Center
03.2018 - 12.2022
Advanced Regents Diploma -
Bishop Loughlin Memorial High School
Bachelor of Science - Communications
Saint John's University (NY)
Similar Profiles
Jenny Morris, CPC, CRC, CPMAJenny Morris, CPC, CRC, CPMA
Clinical Documentation Quality Integrity Coder (Auditor) at VillageMDClinical Documentation Quality Integrity Coder (Auditor) at VillageMD
Lelia JohnsonLelia Johnson
Executive Assistant to C-Suite Executives at VillageMDExecutive Assistant to C-Suite Executives at VillageMD
Nicholas HopkinsNicholas Hopkins
Cloud Security Engineer at VillageMDCloud Security Engineer at VillageMD