Shomiko Lyles
Richmond,VA
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
9
9
years of professional experience
Work History
Patient Experience Representative
Capital Area Health Network
09.2019 - 09.2023
- Taught patients and families to use at-home medical equipment.
- Contributed to high-quality customer service by consistently receiving positive feedback from patients in satisfaction surveys.
- Collaborated with clinical staff to ensure timely communication of test results and care plans to patients.
- Increased office efficiency by maintaining organized workspaces, ensuring necessary supplies were available for daily operations, and updating documentation as needed.
- Streamlined appointment scheduling process, resulting in reduced wait times for patients seeking care.
- Enhanced patient satisfaction by providing friendly and efficient service during registration, appointment scheduling, and billing processes.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
- Assisted healthcare providers with administrative tasks such as obtaining prior authorizations or scheduling follow-up appointments.
- Resolved customer complaints using established follow-up procedures.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Strengthened patient-provider relationships by serving as a liaison between healthcare professionals and patients, addressing any questions or concerns in an empathetic manner.
- Provided exceptional customer service during phone interactions with patients regarding their appointments or questions related to their care plan.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Maintained patient confidentiality by adhering to HIPAA regulations and securely handling sensitive information.
Intake Specialist
Executive Placements
05.2018 - 08.2019
- Modified, updated and processed existing policies.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Streamlined the intake process by developing and implementing efficient data collection methods for improved service delivery.
- Developed positive relationships with community partners to facilitate referrals and improve access to services for clients in need.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Streamlined intake systems, resulting in reduced errors and improved speed.
- Collaborated with various stakeholders to promote social services.
- Collaborated with other departments to streamline workflow processes, resulting in increased efficiency and a more cohesive organizational structure.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
- Demonstrated adaptability when faced with changing circumstances or new challenges within the role, maintaining consistent performance levels under pressure.
- Supported office staff and operational requirements with administrative tasks.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Educated clients about available resources within the organization, empowering them to make informed decisions regarding their care options.
Member Development Manager
JenCare Senior Medical Center
10.2014 - 08.2017
- Assigned work to fundraising staff and monitored performance to meet targets.
- Collaborated with cross-functional teams to improve overall member experience across all touchpoints.
- Managed promotional initiatives and special events to enhance press coverage and boost [Type] numbers.
- Established goals and procedures for solicitation, funds management, and disbursement.
- Enhanced member satisfaction by addressing concerns promptly and providing personalized support.
- Determined target demographics and devised strategic marketing initiatives to reach target audiences.
- Organized successful networking events that fostered connections between members and promoted organizational visibility.
- Boosted new member acquisition by creating and executing tailored marketing campaigns.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Streamlined internal processes, enhancing efficiency within the Member Development department.
- Contacted corporate representatives, government officials or community leaders to increase awareness of organizational causes and raise funds.
Skills
- Safety Monitoring
- Problem-solving aptitude
- Problem-solving abilities
- Vital Statistics Documentation
- Multitasking
- Providing Information and Resources
- Medical Services Administration
- Problem-Solving
- Organizational Skills
- Medical History Documentation
- Resource Allocation
- Written Communication
- Attention to Detail
- Teamwork and Collaboration
- Task Prioritization
- Effective Communication
- Appointment Scheduling
- Team Collaboration
- Team building
- Patient Services
- Professional Demeanor
- Patient confidentiality
- Follow-up skills
- Gathering Information from Patients
Timeline
Patient Experience Representative
Capital Area Health Network
09.2019 - 09.2023
Intake Specialist
Executive Placements
05.2018 - 08.2019
Member Development Manager
JenCare Senior Medical Center
10.2014 - 08.2017
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