Robert Lawson
Spring City,TN
Summary
Seasoned Emergency Room Unit Coordinator with a background in fast-paced, high-stress environments. Possess strong leadership skills, ability to coordinate complex medical support services and manage patient flow effectively. Skilled in interpersonal communication, problem-solving strategies and resource management. Have made significant contributions in previous roles through streamlining processes for improved efficiency and patient satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Emergency Room Unit Coordinator
Rhea Medical Center
Dayton, TN
01.2022 - Current
- Maintained compliance with HIPAA regulations while handling sensitive patient information during admissions process.
- Verified insurance coverage prior to administering treatments or procedures in the ER unit.
- Maintained a safe environment for both patients and visitors through continuous monitoring of policies and procedures.
- Performed administrative duties such as scheduling appointments, answering phones, and filing documents.
- Communicated effectively with hospital staff, physicians, and families regarding patient status and care plans.
- Served as a resource person for staff members who had questions about policies or procedures related to the ER unit operations.
- Evaluated staffing needs for the ER unit on an ongoing basis in order to provide quality patient care.
- Conducted regular training sessions for new employees on proper safety protocols related to working in an ER setting.
- Provided support to family members during times of crisis or distress due to their loved one's condition or prognosis.
- Identified potential problems before they arise by proactively monitoring trends related to patient flow.
- Participated in performance improvement initiatives designed to enhance quality of care provided within the ER unit.
- Coordinated physician orders for tests, treatments, medications. for Emergency Room patients.
- Ensured that all documentation was completed accurately according to department standards.
- Developed, maintained, and updated patient records with accurate information.
- Acted as a liaison between the Emergency Room unit staff members and other healthcare professionals throughout the facility.
- Assisted in the coordination of patient care and services for Emergency Room patients.
- Responded quickly and efficiently during emergency situations by providing direction when necessary.
- Facilitated smooth transitions between departments within the Emergency Room unit.
- Monitored medical supplies and equipment to ensure availability for emergency situations.
- Coordinated and performed patient admissions, transfers and discharges.
- Collaborated with nurses and other personnel to process patient paperwork and direct to appropriate departments.
- Recorded inquiries and calls into computer system.
- Communicated with patients with compassion while keeping medical information private.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Completed relevant insurance and other claim forms.
- Routed laboratory or diagnostic results to appropriate staff.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Answered telephones and directed calls to appropriate medical or administrative staff.
- Arranged hospital admissions for patients as required.
- Transcribed recorded practitioners' diagnoses and recommendations into medical records.
- Compiled and coded patient information or data in appropriate computer system.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Ordered and maintained supply inventory for medical office.
tvfcuLIVE Assistant Manager
08.2019 - 01.2021
- To consistently demonstrate effective leadership including staff recognition, staffing efficiency, effective peer interaction, conflict resolution, and leading by example
- To assist in training and coaching of new and existing employees as needed, based on department needs
- To look for individual and department training opportunities
- To assist with interviews regarding department vacancies
- To provide feedback and observations on department staff for annual reviews
- To ensure staff is following department expectations such as goals, policies, and procedures in the absence, or at the request of the manager
- To consistently pursue department support by engaging in member service calls a minimum of 8 hours per week
- To monitor call volume and serve as a relief agent during heavy call periods
- To remain a constant resource for Team Leads and other staff in the department
- To consistently assist department manager in daily tasks as assigned, including, but not limited to: department scheduling; and, report production
- To monitor status of ITM machines throughout the day, to include troubleshooting within the department and with local ITM branch locations
- To resolve or document any issues as they may arise, to include placing service calls with NCR
- To assist in the review of member service by completing the appropriate, predetermined number of Member Experience Evaluations per staff member each month
- To identify areas, based on observations, which warrant additional training, coaching, or corrective action
- For the department to proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability, and strong relationships in every interaction with members
- Established processes for monitoring customer satisfaction levels.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Communicated regularly with customers to gain insights into their needs.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Monitored employee attendance records, timekeeping, and payroll information.
- Collaborated with management on developing strategic plans for achieving business goals.
- Maintained up-to-date knowledge of company products and services.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Coordinated with other departments to ensure smooth flow of operations.
- Supervised daily operations including scheduling shifts, assigning duties.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delegated work to staff, setting priorities and goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Produced thorough, accurate and timely reports of project activities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Proposed or approved modifications to project plans.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Analyzed business performance data and forecasted business results for upper management.
tvfcuLIVE Team Lead
03.2018 - 08.2019
- Consistently demonstrate effective leadership to assigned team
- To assist in the coaching of new and existing employees as needed
- To consistently look for individual and department training opportunities, including, but not limited to: goals; policies; and, procedures
- To provide feedback and observations on assigned department staff for annual reviews
- To consistently pursue department support by engaging in member service calls
- To monitor call volume and serve as a relief agent during heavy call periods
- To remain a constant resource for assigned staff in the department
- To assist in the review of member service by completing the appropriate, predetermined number of Member Experience Evaluations per assigned team member each month
- To identify areas, based on observations, which warrant additional training, coaching, or corrective action
- To monitor the status of ITM machines throughout the day, to include troubleshooting within the department and with the local ITM branch locations
- To resolve or document any issues as they may arise, to include placing service calls with NCR
- To proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability, and strong relationships in every interaction with members
- To balance periodically, to include discovering and correcting errors promptly during scheduled shift, balancing at least 90% of the time, being no more than $100.00 off in any 12 month period
- To maintain adequate knowledge of branch operations by completing assigned training, including all required Online University courses, with a score of 85.
Personal Teller
TVFCU
Chattanooga, TN
03.2017 - 03.2018
- Handles all phases of teller transactions associated with checking, savings and various loan accounts initiated from the Interactive Teller Machines (ITM)
- Follows teller operating policies, assesses risk of presented transactions, and takes steps to minimize loss in ITM transactions
- Provides excellent member service while promoting the Credit Union’s services
- Responsibilities include handling all phases of teller transactions including but not limited to checking, savings, and loans
- Accepts cash and checks for deposit, cash checks and savings withdrawals within designated limits
- Verifies endorsements as required by teller operational policies
- Reports suspicious activity through proper channels
- Follows policies and procedures set forth by the Credit Union
- Demonstrates solid understanding of fraud and other risks associated with ITM transactions
- Provides high level of excellent member service according to TVFCU service guidelines
- Complies with all Federal and State Credit Union laws and related regulations
- Performs other duties as assigned.
Emergency Room Unit Coordinator
Rhea Medical Center
Dayton, TN
01.2014 - 01.2017
- Responsible for admissions and transfers in and out of the Emergency Department
- Interdepartmental communication and communications with other facilities
- Filing of medical and legal documents
- Coordination of inbound and outbound ambulances
- Answer phone(s) on Unit and manages calls appropriately
- Takes phone reports from Lab, Diagnostic Imaging, and other Departments accurately, and delivers to proper nurse or physician
- Calls and schedules clinic appointments for patients who need help, when directed by RN/LPN
- Refers all calls from physicians to appropriate nursing staff
- Uses systems to assist with the processing of orders
- Verifies ADT information
- Uses manual system when computer is down
- Answers PTS and keeps station ready and available
- Retrieves meds and supplies and delivers to proper place/person
- Reports maintenance problems immediately
- Maintains inventory of Unit supplies
- Orders non-stock items as directed
- Orders stock items to maintain par level
- Transport/arranges for transport of supplies and equipment between Units or Departments as needed
- Xeroxes and processes charts and other documents as directed by Supervisor or RN
- Answers nurse call console and refers patient calls to appropriate person
- Picks-up blood/blood products from Lab as directed by RN
- Picks-up non-controlled medications from Pharmacy
- Picks-up supplies/equipment from other Departments
- Uses systems to assist physicians
- During computer downtime, transcribes physicians orders to appropriate medical record and other forms accurately
- Completes request forms/orders entry for diagnostic tests, consultations, referrals
- Schedules special tests with in-house and outside agencies and documents appointment
- Makes arrangements for patient transport to outside agencies and departments
- Functions with awareness of and applies safety principles/standards as defined by Hospital, including, environmental and employee issues
- Reports incidents, work related injuries, unsafe equipment or environment to supervisor or other appropriate person
- Completes required in-services annually
- Participates in orientation of new clerical staff.
- Organized paperwork for efficient workflow in the ER unit.
- Assisted with coordination of ambulance arrivals when needed.
- Verified patient information by interviewing patient or family members; recorded medical history and vital signs.
- Maintained current knowledge of departmental policies, procedures and regulations related to ER operations.
- Ensured appropriate preparation and maintenance of patient charts, records, and documents.
- Collaborated with other departments to ensure smooth flow of work processes throughout the hospital facility.
- Maintained confidentiality of all patient information in compliance with HIPAA guidelines.
- Provided administrative support to medical staff including physicians, nurses, and technicians.
- Responded to emergency code calls promptly according to protocol.
- Ordered supplies for the ER department as necessary.
- Prepared discharge summaries for discharged patients.
- Recorded inquiries and calls into computer system.
- Maintained appropriate inventory levels and replenished treatment areas.
- Collaborated with nurses and other personnel to process patient paperwork and direct to appropriate departments.
- Communicated with patients with compassion while keeping medical information private.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Routed laboratory or diagnostic results to appropriate staff.
- Completed relevant insurance and other claim forms.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Arranged hospital admissions for patients as required.
Administrative Assistant
Stepping Stone Retreat
Dayton, TN
01.2013 - 01.2015
- Phone interaction with Clients
- Schedule client appointments
- Client records maintenance
- Account updates and insurance filing
- General office upkeep and cleaning.
- Compiled data from various sources into organized reports for review by management team.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Managed database systems containing customer contact information.
- Developed and maintained filing systems for confidential documents and records.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Handled confidential documents in an organized fashion according to established protocol.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Proofread content for typo-free emails and documentation.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
Registration Clerk
Rhea Medical Center
Dayton, TN
01.2011 - 01.2014
- Proficient operation of multiple line phone systems
- Greet and receive patients to be admitted by conducting personal interviews
- Input demographic and insurance information
- Confirms pre-admission information
- Obtainment of signatures on legal documents and insurance forms
- Preadmission for both Emergency Department and Outpatient Registration
- Secures and Receives payments by screening insurance information, issues receipts and verifies cash balances
- Communication with staff and patients in confidential and professional manner
- Serve and protect the hospital community by adhering to professional standards, hospital policies and procedures, federal, state and local requirements
- Ensures compliance with HIPPA.
Education
Chattanooga State Community College
Chattanooga, TN01.2014
Rhea County High School
Evensville, TN01.2009
Skills
- Insurance Verification
- Cultural Competency
- Medical Records Management
- Medical Transcription
- Patient Registration
- Medical terminology proficiency
- Emergency protocols
- HIPAA Compliance
- Data Entry
- Electronic Recordkeeping
- Decision-Making
- Adaptability
- Medical Recordkeeping
- Regulatory Documentation
- Equipment Troubleshooting and Maintenance
- Inventory Management
- Clerical Support
- Analytical Thinking
- Active Listening
- Documentation Review
- Interpersonal Skills
- Medical Records Verification
- Teamwork and Collaboration
- Insurance Authorizations
- Computer Proficiency
- Supply Ordering
- Professionalism
- Documentation and Recordkeeping
- CPR Certified
- Medical Records Maintenance
- Critical Thinking
- Collaboration and Teamwork
- Reliability
- Problem-solving abilities
- Interpersonal Communication
- Excellent Communication
- Time management abilities
- Organizational Skills
- Customer Service
- Administrative Support
- Continuous Improvement
- Effective Communication
- Maintaining Financial Records
- Data Management
- Adaptable and Flexible
Certification
- BLS Certified
References
References available upon request.
Timeline
Emergency Room Unit Coordinator
Rhea Medical Center
01.2022 - Current
tvfcuLIVE Assistant Manager
08.2019 - 01.2021
tvfcuLIVE Team Lead
03.2018 - 08.2019
Personal Teller
TVFCU
03.2017 - 03.2018
Emergency Room Unit Coordinator
Rhea Medical Center
01.2014 - 01.2017
Administrative Assistant
Stepping Stone Retreat
01.2013 - 01.2015
Registration Clerk
Rhea Medical Center
01.2011 - 01.2014
Chattanooga State Community College
Rhea County High School
- BLS Certified
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