Quana Joyner

• Support physicians with patient intake, vital signs, histories, examinations, injections, medications, treatments, and clinical documentation.

• Communicate patient concerns, condition updates, and refill requests to providers to support timely follow-up and continuity of care.

• Maintain medical equipment, clinical supplies, inventory logs, and exam room readiness while following established procedures and standards.

• Process insurance claim forms in accordance with applicable regulations and organizational requirements.

• Supported 30+ members, providers, and vendors through inbound calls and chats, providing empathetic, accurate assistance across healthcare needs and services.

• Verified member account, insurance, benefits, and coverage information and helped members understand available healthcare resources.

• Completed outbound outreach projects for high-opportunity members and engaged members regarding health goals, barriers, and available programs.

• Used motivational interviewing and health coaching techniques to connect members with quality programs and appropriate healthcare resources.

• Navigated members through healthcare services and benefits while maintaining compliance with organizational guidelines and healthcare laws and regulations.

• Participated in ongoing training and professional development to maintain knowledge of healthcare programs, services, and processes.

• Coordinated staff scheduling and collaborated with practice leadership to support daily clinical and administrative operations.

• Triaged incoming patient calls, assessed caller needs, and coordinated appropriate appointments or provider followup.

• Served as a liaison between patients, physicians, outside practices, and hospitals to coordinate appointments and care needs.

• Coordinated charts, insurance forms, patient education, diagnostic testing, and clinical workflows while supporting office efficiency.

• Coordinated the work of junior staff and helped maintain team performance while supporting the needs of 50+ patients per day.

• Educated patients on procedures, medications, and physician instructions to promote understanding and continuity of care.

• Coordinated patient scheduling, check in/check out, payments, billing support, and communication through phone, patient portals, and email.

• Scheduled surgeries for multiple surgeons, coordinated operating rooms, and supported pre-procedure preparation.

• Entered procedure and diagnosis codes into medical billing software and audited patient files for medical necessity and coverage criteria.

• Coordinated referrals with insurance companies and medical specialists and documented referral details in patient charts.

• Provided patient onboarding and preparation for appointments and procedures, ensuring patients understood required next steps.

• Recruited, hired, trained, supervised, and developed clinical staff, including direct supervision of 8 Medical Assistants and providers.

• Developed and updated policies and procedures while supporting compliance with HIPAA and applicable benefits, regulatory, and operational requirements.

• Prepared staff schedules, assisted with payroll, coordinated new hire orientation and employment documentation, and supported employee separation processes.

• Managed patient complaints and grievance procedures and assisted with corrective actions and performance related processes.

• Coordinated surgeries, managed pre-certifications, and verified insurance coverage to support timely patient care.

• Served as a hands on mentor to clinical staff and supported consistent delivery of quality patient care.