Shanelle Harris
Louisville
Summary
Compassionate healthcare professional skilled in appointment coordination and customer service. Recognized for attention to detail and teamwork, ensuring adherence to HIPAA guidelines while enhancing patient satisfaction and operational efficiency.
Overview
9
9
years of professional experience
Work History
Centralized Scheduler
UofL HealthCare
Louisville, KY
11.2021 - Current
- Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
- Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
- Review incoming website appointment requests and handle in a concierge style manner by acting as one point of contact for our patients in scheduling appointments across the organization in a timely manner
- Accurately schedule patient appointments in accordance with physicians’ template and guidelines using access center technologies and diagnostic procedures while ensuring accurate documentation and timely communication with providers and staff.
- Regularly monitor guided schedule documents to ensure up to date scheduling compliance
- Determine appropriate physicians for all non-directed referrals
- Reschedule patients using proper functions
- Field non-clinical patient questions or transfer to appropriate clinical parties
- Set patient’s expectations for their visit ensuring an excellent patient experience
- Call patients to reschedule appointment when clinic is cancelled
- Use Allscripts, Centricity Business, online paging systems as well as retrieve information from other hospital systems
- Treat all matters confidentially concerning patient information according to HIPAA guidelines.
- Adhere to group productivity and quality metrics
- Maintains compliance with all company policies, procedures and standards of conduct. Communicating effectively with physicians, and administrative teams to resolve scheduling conflicts and maintain high quality patient service.
- Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
- Performs other duties as assigned in a fast paced environment
Release of Information Specialist
Conifer Healthcare
Louisville, KY
06.2017 - 03.2020
- Managed processing of patient requests for medical records and information in compliance with HIPAA regulations.
- Collaborated with healthcare providers to ensure accurate and timely release of medical documentation.
- Streamlined workflows to improve efficiency in handling high-volume information requests.
- Trained new staff on procedures for managing sensitive health information and using electronic systems.
- Conducted audits of released information to ensure compliance with regulatory standards and internal policies.
- Reduced errors in released records by thoroughly reviewing documentation before submission.
- Coordinated patient information flow through caregivers, insurance companies, billing departments and patients.
- Handled sensitive situations with professionalism and empathy, ensuring a positive experience for patients and their families during the information release process.
- Maintained accuracy, completeness, and security for medical records and health information.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Scanned and uploaded medical records into electronic medical records system.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
Education
High School Diploma -
Caldwell County High School
Princeton, KYAssociate of Science - RHIT
Associate of Science
Louisville, KYSkills
- Maintaining confidentiality
- Follow-up skills
- Appointment coordination
- HIPAA compliance
- Patient scheduling
- Teamwork and collaboration
- Customer service
- Attention to detail
- Multitasking
Timeline
Centralized Scheduler
UofL HealthCare
11.2021 - Current
Release of Information Specialist
Conifer Healthcare
06.2017 - 03.2020
High School Diploma -
Caldwell County High School
Associate of Science - RHIT
Associate of Science