Shawntay Wiggins

• Care coordination, case management department closely work with case managers, registered nurses ,and social workers to provide a safe discharge for a patient to lower the admission rate
• Assisted nursing staff with patient care and daily operational tasks.
• Maintained accurate patient records using electronic health record systems.
• Coordinated appointment scheduling and follow-up communications for patients.
• Supported patient mobility and comfort during hospital stays.
• Ordered all patient DME equipment
• Set up patient transportation at discharge, whether it be wheelchair stretcher or ambulatory whether it be medical or non-medical or flight
• Take inbound vocera calls to assist patient, staff and the community
• Weekly huddles
• On boarded new staff and trained new staff
• Worked on pilot program for Fresenius kidney care and using the epic portal to submit new admissions
• Worked with patients insured, and non-insured to provide services to make a safe discharge, which includes hospital. Follow up appointments.
• Assisted patient’s with clothing at discharge provided by the clothing bank
• Work and complete a referral work queue referring patients out of Presbyterian clinic to outside providers
• Faxed clinical and medical records to different providers and entities that requested
• Call outpatient clinics to schedule. Patient follow ups with orthopedics, primary care, endocrinology, and other specialty clinics.
• Cleaned up patients after visit summary making sure all information is correct and up-to-date
• Troubleshoot, any barriers in the discharge process

Printed summaries of visits for clients.

Coordinated post-visit scheduling of patient appointments.

Managed scheduling for all G.I. procedures.

Coordinated prior authorizations for procedures and tests ordered by providers.

Provided customer service both in-person and over the phone.

Managed inbound calls to schedule procedures

Confirmed patient upcoming procedures

Ensured accuracy of insurance information.

Scheduled and managed appointments between providers, patients, and clinical teams.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Educated customers on special pricing opportunities and company offerings.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Consulted with customers to resolve service and billing issues.
• Developed strong customer relationships to encourage repeat business.
• Made outbound calls to obtain account information.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Explained benefits, features and recommendations to maximize client retention.
• Answered inbound calls, chats and emails to facilitate customer service.
• Set up and activated customer accounts.
• Improved customer service wait times to mitigate complaints.
• Relayed customer feedback to cross-functional teams to improve products and services.
• Mentored new employees on procedures and policies to maximize team performance.
• Trained new hires on products and services, best practices and protocols to reduce process gaps.
• Organized client contracts, records and reports to strengthen traceability.

• Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
• Coordinated with patients and healthcare professionals to meet patient needs.
• Scheduled and confirmed patient appointments with patients and healthcare professionals.
• Supported hospital and clinic operations using customer service skills and detailed system knowledge.
• Documented and managed patient information in computer system.
• Ran credit card batches and balanced deposits on daily basis.
• Referred patients to appropriate professionals and services.
• Scheduled patient appointments and procedures.
• Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
• Provided helpful assistance by anticipating and responding to needs of patients and family members.
• Maintained awareness of patient temperament in lobby to curtail frustrations or communication issues.
• Obtained insurance verification and authorization to submit financial clearance of patient accounts.
• Scheduled patient appointments over phone and in person, maximizing productivity.
• Utilized technology and specialized software to maximize productivity.
• Registered patients by verifying records to update computer system and patient charts.
• Obtained proper authorization and identification to release confidential medical records.
• Checked claims for errors, corrected issues and mailed out updated documents.
• Oversaw patient registrations by collecting information, verifying benefits and submitting paperwork.
• Answered over [Number] telephone calls per day to schedule appointments and answer patient questions.

• Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Provide patients with Medicaid resources provided customer service for any questions set up travel reimbursement to and from doctors appointment Completed demographics survey
  
• Processed documentation and troubleshot discrepancies to build client rapport.
• Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.

• Phlebotomist
• Connected donor to autopheresis
• disconnected donor from machine, compensated donor for time. Customer service, medical records handling
• Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
• Labeled blood vials with critical information like time of collection, date and patient name.
• Counseled patients to ease fears, explain procedures and enhance cooperation during blood draws.
• Verified quality of specimens by centrifuging specimens for logistics courier to pickup.
• Enforced infection control and sharps disposal procedures to protect patients, co-workers and self.
• Prepared patients for examination by properly draping patients, obtaining vital signs, verifying referrals and taking detailed health history.
• Customer service

• Maintained fully-stocked phlebotomy cart, carrier and station.
• Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture.
• Worked at University of New Mexico tricore lab, all floors, emergency room
• Verified collection orders and communicated discrepancies to nurses.
• Upheld donor confidentiality throughout intake and collection process.
• Promoted blood specimen integrity for laboratory testing using accurate selection of collection tubes and correct technique.
• Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
• Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
• Worked in lab entered samples into system that have been received and processed samples by placing on correct machines in correct area of the lab
• Prepared and packaged specimens for courier transport, including urine.
• Observed patient for unsual reactions or events to take appropriate action under established guidelines.

• Public people donated plasma for compensation for their time,
• Vitals performed and demographics verified
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Conducted technical troubleshooting of hematology analyzer and other lab equipment.
• Followed strict aseptic techniques to protect patients when collecting blood and tissue samples.
• Reviewed patient data, prepared data reports and signed off on release of information requests.
• Recorded control values from technical instruments to maintain reliability and validity of test results.