Sandy Turner Lucas
Laurel,MD
Summary
Compassionate Healthcare Professional dedicated to improving patient and customer experiences. Delivered exceptional service through effective communication and interpersonal skills, consistently enhancing customer satisfaction. Committed to continuous learning and contributing to organizational success through teamwork and proactive engagement.
Overview
2027
2027
years of professional experience
Work History
Infusion Benefits Coordinator
Arthritis and Rheumatism Associates
Rockville , MD
09.2003 - Current
- Interacted with practice business associates, physicians, and patients to address inquiries and facilitate care.
- Verify that infusion orders,referrals, and /or prior authorizations are obtained prior to infusion treatments.
- Calculate patient financial responsibility estimates for infusion services that will be administered.
- Counseled patients on findings from benefit investigations to clarify coverage and financial responsibilities.
- Assisted patients with enrollment in copay assistance programs to enhance access to necessary treatments.
- Updated and verified new insurance information for patients to ensure accurate billing.
- Schedule all initial infusion appointments and set appointment alerts for check-in/out staff.
- Scheduled follow-up infusions, office visits, labs, and Dexa scans.
Triage Nurse
Arthritis and Rheumatism Associates
Wheaton , MD
- Assessed patients' health condition and determined the level of care needed.
- Analyzed discussed symptoms with established protocols to determine patient acuity.
- Rendered telephone advice according to established guidelines and protocols.
- Reviewed medical chart and requested appointments, prescriptions and consultations for urgent needs.
- Collaborated with physicians and other healthcare professionals to ensure quality patient care.
- Documented services discussed and provided details in electronic medical records.
- Utilized EHR systems effectively for documentation purposes in accordance with HIPAA regulations.
- Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
- Ensured compliance with all applicable laws, regulations, policies, guidelines and standards of practice related to triage nursing duties.
- Answered incoming patient calls, gathering history and symptoms to determine scope of medical complaints.
- Responded to emergency situations with speed, expertise and level-headed approaches to provide optimal care, support and life-saving interventions.
- Helped patients and families feel comfortable during challenging and stressful situations, promoting recovery and reducing compliance issues.
- Provided emotional support during difficult times while maintaining a professional demeanor at all times.
- Cultivated professional conduct operating under triage nursing care guidelines.
- Attended educational workshops to maintain current competency and licensure in nursing specialty.
- Identified symptoms, gathered medical history, and documented patient information accurately.
Call Center Representative
Arthritis and Rheumatism Associates
Wheaton , MD
- Managed high-volume of inbound and outbound customer calls.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Scheduled and canceled appointments.
Medical Records Clerk
Arthritis and Rheumatism Associates
Wheaton , MD
- Managed electronic health record quality assurance processes by organizing and handling requests for medical records and charts.
- Maintained accurate patient records for Arthritis and Rheumatism Associates.
- Verified, updated and entered patient information into system.
- Processed incoming medical documentation for timely filing and retrieval.
- Assisted with properly processing records requests.
- Coordinated communication between medical staff and patients regarding records inquiries.
- Obtained information by contacting appropriate personnel or patients.
- Assisted in managing patient information within electronic health record systems.
- Pulled patient files and forwarded to appropriate offices for processing.
- Worked with management to ensure paperwork was received and processed correctly.
- Recorded and filed patient data and medical records.
- Completed patient paperwork and maintained accurate records.
- Reached out to medical providers to check on requests and address issues.
- Ensured confidentiality and compliance with HIPAA regulations in record handling.
Education
Gaithersburg High School
Gaithersburg , MDSkills
- Benefits interpretation
- Employee benefits practices
- Open enrollment
- Insurance verification
- Patient counseling
- Electronic health records
- Medical documentation
- Appointment scheduling
- Data Management
- Data analysis
- Healthcare compliance
- Quality assurance
- Process improvement
- Excel
- Word
- Highly skilled in Next-generation technology
- Critical thinking
- Working collaboratively
- Verbal and written communication
- Effective communication
- Customer relationship management
- Conflict resolution
- People skills
References
Available upon request
Timeline
Infusion Benefits Coordinator
Arthritis and Rheumatism Associates
09.2003 - Current
Call Center Representative
Arthritis and Rheumatism Associates
Triage Nurse
Arthritis and Rheumatism Associates
Medical Records Clerk
Arthritis and Rheumatism Associates
Gaithersburg High School