Senada Dragovic

Patient Services: Provides efficient, high-quality service to patients who telephone to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.

. Answers multiple incoming and outbound telephone call, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately

• Obtains required patient demographic and insurance information , governmental requirements, billing and third-party payer needs

• Maintains knowledge of insurance and authorization requirements. Performs real-time insurance verification and interprets responses. Informs patient of insurance requirements for services provided such as authorizations/pre-certifications and referrals.

• Medical terminology knowledge
• handle inbound phone calls
• Document and disposition each call
• Experience in Microsoft Word and Excel
• Experience in Epic , Citrix and smart office
• Securing Appointment and Messages
• Collecting Insurance information

Duties, Accomplishments and Related Skills:

Provides direct and indirect care to behavioral health patients in the ambulatory and inpatient care areas. Ability to document effectively in medical records (both paper and automated) and effectively use appropriate medical terminology knowledge of regulations, laws, procedures, principles and precedents pertaining to behavioral health. Maintaining effective relationships with commanders, unit representatives, medical personal and representatives. Provides treatment procedures to patients in group settings through reality orientation, small groups counseling, supportive counseling or individually during one-one interactions to help patients work though past issues and vent feelings regarding admission, taking into consideration personal accommodations required for cognitive deficits. Conducts community meeting and other therapeutic groups by sharing thoughts and feelings in reference to reason for admission as well as past mental health issues, which aids in assisting with mental health evaluations. Participates in integrated health care team meetings to determine course of action based on individual patient needs. Uses professional judgment to implement course of action based on patients immediate stressors. Evaluates and counsels patients in regards to home, work, and social roles to assist patients in adapting and functioning at their optimal level. Reviews patients charts in order to determine mental and behavioral health needs related to safety, medication, and stabilization of mental health issues. Immediately alerts clinical nurse to changes or arising issues in regards to patient's suicidal/homicidal ideation, side effects from medications, or change in condition. Processes patients for admission to include orientation to unit, inventorying personal items, reviewing unit rules and patient rights, searching belongings for contraband. Identifies individual patient needs for assistance with activities of daily living and encourages patient participation while monitoring use of hazardous items. Maintains accountability for patient safety to include outdoor and milieu activities as well as during meals. Monitors and records vital signs, collects and transports laboratory specimens, and assists with physical assessments. Documents patient's physical and emotional progress in Essentris using the Problem Oriented Nursing Record Format as well as documenting, retrieving and updating a variety of patient workload management effective de-escalation techniques for high-risk patients to include recognizing the need to defend self from physical attacks while reducing risk of harm to patient, staff and peers. Demonstrates effective communication skills, orally and written, with command representatives and medical personnel. Participates in continuing education through staff development programs and in-service training. Maintains BLS certification at Health Care Provider Level.