Summary
Overview
Work History
Education
Skills
Timeline
Generic

TAIVA FAGATELE

Salt Lake City

Summary

Excellent knowledge of the Medical industry dedicated to providing quality customer service to customers. Type well over 25-50 wpm, ability to work under pressure / stress. Proven ability to prioritize and complete multiple tasks. I am a fast learner with the ability to adapt quickly to a challenge. I can work effectively both independently and as a team member. Task oriented with high performance standards. Support day to day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.

Overview

23
23
years of professional experience

Work History

Transplant Patient Specialist

University of Utah
08.2024 - Current
  • Primary intake for all program referrals including assessment of clinical urgency of the referral and identification of key clinical records required for evaluation. Collaborates with Transplant Financial Coordinators to assure appropriate authorization obtained for patients prior to evaluation visit.
  • Schedules transplant recipient / donor complex appointments including initial referral, special follow up appointments and medical workup
  • Creates and continually updates new patient charts, referral packets, educational materials and all documentation needed for entire multidisciplinary team
  • Coordinates transplant evaluation testing which may include but not limited to lab, radiology, cardiology testing, pulmonary testing, surgical and medical specialty clinics, social work, psychiatry, palliative, gastroenterology testing and consults, cardiac and pulmonary rehab, physical therapy, home health and other specific consults as appropriate
  • Enters verbal orders, prioritizing orders based on clinical urgency, and assure completion and appropriate follow up by transplant clinician of all orders in EMR and OSH
  • Facilitates scheduling of living and non-related organ donation and transplantation surgeries and any required pre surgery critical validation relating to blood type, serologies, and other key donor / recipient details
  • Conduct UNOS/UNET reviews and assure high % of accuracy with regulatory data submission
  • Receive and oversee completion of FMLA and Disability paperwork for patients and their caregivers
  • Manage program-specific calendars for entire team and patient schedules
  • Participate in outreach activities for each program including educational events, clinics and follow up in sites internal and external to the UUH facility
  • Works as a transplant team liaison with the patient, their family and caregiver, the outside healthcare professionals and ancillary hospital departments
  • Coordinates all educational materials, packets, patient questionnaires, electronic presentations and any other patient-facing material as directed by the RN coordinator
  • Assists in managing clinic flow and conduct of clinic for all recipients and donors including virtual or in-person meet and greets and testing procedures
  • Conducts medication review with patients
  • Collects, maintains and updates all pre- and post- transplant medical records including eHealth and OSH results and documentation, patient health maintenance information, and any other specialized testing including physical CDs, downloads/uploads, images
  • Accurate entry of all transplant procedure charges at time of transplant.
  • Composes and distributes all written communications with patients and referring providers per transplant department protocols including transplant listing and delisting regulatory letters
  • Triages patient / family, internal UUH clinical staff, and external provider calls into the program; assisting nurse coordinator in determining clinical urgency of incoming calls
  • Coordinate discharge transition to outpatient setting ensuring all appropriate appointments, and testing is scheduled and patient understands the immediate post transplant follow up schedule and testing requirements.
  • Active participation in multidisciplinary patient selection meetings, and morbidity and mortality reviews; including preparation and minutes of organ-specific meeting. Report patient specific updates as requested by clinical team.
  • Act as point of contact for transplant patient death notification and post mortem encounters
  • Maintain accurate transplant medical record through continuous review and update of all critical transplant fields: Phase, Status, Reason throughout all phases of transplant. Ongoing monitoring of obituaries, and mortality reports, to assure Transplant Record is accurate for death, organ status, and other critical transplant data elements.
  • Maintains advance knowledge of all phases of transplant and system utilized to capture transplant specific details, including Epic Phoenix, UNET, SRTR, Breeze, XGY, OPO and other regulatory related data interfaces appropriate for each organ group
  • Primary organ specific contact for patients, staff, and external providers
  • Promotes excellence in all customer service and guest relations with all transplant patients and their caregivers.
  • Demonstrate exceptional human relations and effective communication skills.
  • Ability to remain calm when assisting chronically ill patients regarding potentially life threatening symptoms or side effects.
  • Ability to triage patient needs and direct them appropriately.
  • Ability to organize complex appointments for each patient who requires the coordination of multiple healthcare professional schedules.
  • Ability to multitask complex issues while using critical thinking skills to assist chronically ill patients
  • Demonstrated proficiency in EHR order entry in the following areas: anatomy and physiology, basic laboratory values, critical thinking, electronic health records, Health Information Portability and Accountability Act (HIPAA), medical terminology and pharmacology.

Team Lead

Huntsman Cancer Institute
03.2022 - 08.2024
  • Help in training New Hires or implementing new processes and educating staff
  • Help with team meetings
  • Help with interviews for open positions
  • Help update One Note with new/updated information on processes
  • Help pick up and monitor workflows
  • PRS (Patient Relations Specialist)
  • Referral attachment to appointments
  • Epic Photos
  • Scanning completed/information added tEpic as required/correct labels on paperwork has been added
  • PRS: Consents, ROI's hold for 1 month then shred
  • Add to the mailbox, GU Forms, CTO Trial info, Studies
  • Email to Transcription: Requests for information i.e., Diccom, Outside referrals
  • Helping the Supervisor ensure coverage and rotation of employee schedules
  • Calls offs, you would help and find coverage for that shift, including satellites. If no one can cover, the Team lead would cover or ask if the Supervisor can cover. Add all information to the calendar.
  • If contacted by fellow co-worker about being late/not coming in, you will forward information to supervisor and add all information to the calendar
  • Help Supervisor to clear out Error Work queue throughout the day.
  • Being the first contact to resolve team, patient, or nurse complaints, then escalate up the chain as needed
  • Physician or Nurse asking something not in line with our policy, send to Supervisor for support or guidance.

Physician Answering Services

Intermountain Healthcare
07.2022 - Current
  • The dispatcher is responsible for dispatching, prioritizing, and coordinating services for emergency and routine service requests and for the management and maintenance of all records of said requests active or completed. May make and receive phone calls using PC-based telephony software.
  • Responsible for orchestration of calls and assistance as it relates to internal services and to other agencies such as police and res services. May screen callers, using both scripted materials and non-scripted guidelines, in order to make an informed assessment of services needed.
  • Monitors numerous alarms and alerts appropriate personnel as problems occur to ensure hospital safety and security. Dispatches service personnel accordingly, based on type of service requested and using multiple mediums of communication (e.g., overhead paging, electronic alpha-paging software, two-way radio, telephone)
  • Alerts appropriate personnel necessary for the handling of hospital codes and other emergencies that may devolve upon building services departments for resolution. May also perform in-house emergency dispatch: executes emergency notification procedures, following strict procedure policies, based on the type of emergency. Contacts outside emergency agencies (e.g.Police, Fire, Hazmat) as instructed. Acts as liaison between all agencies and key personnel.
  • Acts as a liaison between building services personnel, police and fire departments, emergency management, and administrative team personnel.
  • Troubleshoots for the entire building services communication and alarm systems.
  • May receive patient transfer requests and facilitate communication between physicians to facilitate transfer of patients. May provide history and physical and discharge summary to the referring physician and document these actions appropriately.
  • Simultaneously manage telephone and computer systems to quickly address caller concerns.
  • Defuse situations when receiving calls from patients in crisis or illness.
  • Follow detailed instructions for almost 1300 providers to reach them with immediacy.
  • Screen callers using both scripted and non-scripted guidelines in order to make an informed assessment of services needed.
  • Dispatch accurate demographics and patient concerns to the on-call provider or nurse.
  • Ability to collaborate with other team members to discuss best course of action on calls.
  • Work as part of team to successfully complete assignments.
  • Committed to patient confidentiality.

Scheduling Coordinator

Huntsman Cancer Institute
04.2019 - 08.2024


  • Knowledge of care delivery and customer service highly desired Excellent interpersonal telephone etiquette and customer service skills Critical thinking skills and ability to work within complex care environments
  • Ability to work in a fast-paced environment with shifting priorities
  • Demonstrates skill sets in billing, registration and/or scheduling
  • Demonstrates ability to openly and comfortably discuss sensitive topics with patients
  • Able to build positive and trusting relationships with diverse patient groups
  • Familiar with managed care, insurance and Medicare eligibility,authorization and billing preferred
  • Working knowledge of Epic Proficient with Microsoft Office programs,including Excel, Word,Access or similar programs.
  • Navigate multiple platforms simultaneously
  • Demonstrates ability to work in a highly complex environment, able to communicate with clients(including patients, clinicians and physicians) effectively.
  • Remain professional, even when working through difficult situations
  • Effectively research and resolve issues, including patient financial accounts, scheduling and registration
  • Establish a pleasant environment by using a pleasant tone of voice and maintaining composure always
  • Understanding of medical terminology
  • Able to translate the plan of care to actionable items for the patients
  • Engaged patients use plain language and techniques such as teach back and motivational interviewing
  • Handles all customer contacts in a timely and efficient manner
  • Customer contacts include patient scheduling requests, sending provider messages, customer inquiries,complaints and feedback calls
  • Schedules, registers and arrives appointments for various ancillary services
  • Provides excellent customer service by resolving

Recovery Assistant

House of Hope
08.2019 - 01.2024
  • Conduct intake interviews with clients who are intoxicated or in withdrawal from substance use
  • Screen clients for admission; intake and orientation
  • Interact with clients who are in the detox process
  • Monitor clients to ensure safety and enforce facility rules
  • Complete record keeping and answer phones
  • Work with coworkers as a supportive team
  • Monitor and document client prescription medications
  • Ability to be firm yet compassionate
  • Highly motivated to learn and grow, mature and dependable
  • Passionate about helping women and their young children, ages 0-8 who are working to achieve a healthier life in recovery from substance use disorders
  • Pen to feedback, willing to try new things, and enjoy multitasking a variety on the job
  • Able to model healthy human interaction, coach others on effective communication and able to stay calm in a crisis

Patient Service Representative

Granger Medical Clinic
04.2017 - 04.2019
  • Greet patient's presenting for medical or other services in a courteous manner
  • Answer telephones in a professional manner
  • Scheduling appointments in accordant with established procedures
  • Communicate professionally both verbally and in writing with physicians, clinic staff and patient's regarding their appointment scheduling and other needs
  • Record all demographic information necessary to contact patient and/or bill insurance carrier for services provided
  • Other duties as assigned
  • Confident, self-motivated and above all else compassionate
  • Receptionists work closely with patient's, physicians and support staff to provide the best care to each patient
  • As the receptionists are the first point of contact with the patient's, excellent communication and customer service skills are essential
  • Completes the patient registration process by reviewing accounts and other compliance-related documents for completeness and accuracy
  • Obtains and documents missing information required for the completion of patient registration
  • Enters corrected or new patient data
  • Prepares paperwork for patient visit
  • Communicates with patient's, providers and colleagues in a confidential professional manner using tact and diplomacy
  • Notifies patient's and their families of co-pays, deductibles, and co-insurance as appropriate; collects co-payments
  • Reconciles against daily charge reports
  • Schedules patient appointments
  • Contacts patient's for rescheduling, missed appointments and appointment reminders
  • Monitors patient flow; adjusts workflow as appropriate and notifies clinical staff
  • Performs special projects and other clinical support duties as assigned
  • Maintain professional demeanor in stressful or difficult situations
  • Open and close clinic per department rotation schedule
  • Prepare medical records accurately for upcoming appointment
  • Retrieve information from the electronic medical record system, process tasks within the system
  • Assists in the completion of insurance forms ensuring that all information needed is attached i.e
  • X-rays, reports
  • Registers patient's and checks patient's identification obtains a copy of the patient's insurance card; ensures that information is accurate and up to date
  • Makes appointments for patient's accurately and efficiently, according to clinic protocols
  • Assists patient's with any scheduling concerns
  • Returns patient calls if unable to make appointment at the time of the patient interaction
  • Reschedules appointments, as necessary
  • Follows policy for no shows and late patient's, per clinic protocol
  • Provides accurate detailed information to patient's including arrival times and other necessary information
  • Creates and/or attaches necessary referral per protocol
  • Scans necessary documentation into the HER, including but not limited to: Photo IDs, Insurance cards, HIPAA forms, Treatment/procedure consent forms, financial consent forms, Advance Beneficiary Notice (ABN) forms, advanced directives, Guardianship papers
  • Communicates effectively with providers regarding patient'scheduling issues as needed

Patient Service Representative

Sutter Physician Services, Patient Service Center
02.2015 - 06.2017
  • Reviewed and corrected claim errors to facilitate smooth processing
  • Assisted patient's in filling out check-in and payment paperwork
  • Compiled and reviewed medical charts
  • Explained plans for treatment and payment options
  • Worked with patient's to ascertain issues and make referrals to appropriate specialists
  • Applied administrative knowledge and courtesy to explain procedures and services to patient's
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures
  • Facilitated communication between patient's and various department's and staff

Health Insurance Specialist

General Dynamics
08.2013 - 02.2015
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patient's financial responsibilities
  • Scanned, received and sent faxes to insurance claims, co-pay assistance information and patient documentation
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options
  • Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients and increase sales by 80%
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
  • Developed digital and lifestyle marketing strategies to create leads, boosting sales 80%

Representative

Wells Fargo Bank
09.2010 - 02.2015
  • Assisting and navigating customers with banking online, initiating transfers and answering general questions regarding their accounts
  • Engaging every customer by phone with information and suggestions for new financial products or services and are focused on satisfying all of Wells Fargo's customer financial needs
  • Achieve 100% of goals for daily core solutions sales goals also measured by the service quality of sales offered to customers and include consistently meeting all compliance, regulations and identification guidelines, maintain a positive attitude, and have the ability to work well on a team
  • Also demonstrate strong listening, written and verbal communication skills met/exceeded goals and solve problems while working in a fast-paced environment
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment

Supervisor

Galileo Processing
01.2008 - 11.2010
  • Inbound call Center answering calls for pre-paid credit card services assisting customers with various questions
  • As assisting agents with former questions and taking escalation calls checking faxes for customers and releasing pending authorizations for customers multitasking while taking regular calls as well
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement

Customer Service

ACS
06.2002 - 11.2007
  • Started out as a Member Services Representative, whose responsibilities included, answering phone calls from current health insurance members regarding their benefits, co-pays, prescription benefits, exclusions of their HMO plans
  • Handled customers in fast-paced health services setting in coordination with solid team of 3 customer service associates
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive
  • Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating
  • Offered advice and assistance to customers, paying attention to special needs or wants

Education

High School Diploma - undefined

Apia, Samoa

Skills

  • Multi-tasking
  • Organizational skills
  • Written communication
  • Verbal communication
  • Proficiency in MS Word
  • Proficiency in Excel
  • Knowledge of the Medical industry
  • Typing speed 25-50 wpm
  • Ability to work under pressure
  • Ability to prioritize
  • Ability to complete multiple tasks
  • Fast learner
  • Ability to adapt
  • Independent work
  • Teamwork
  • Task oriented
  • High performance standards
  • Records management
  • Resource coordination
  • Relationship building
  • Report preparation
  • Medical terminology
  • Time management
  • Attention to detail
  • Communication
  • Problem-solving
  • Prioritization
  • Scheduling software
  • Deadline oriented
  • Customer service
  • Leadership

Timeline

Transplant Patient Specialist

University of Utah
08.2024 - Current

Physician Answering Services

Intermountain Healthcare
07.2022 - Current

Team Lead

Huntsman Cancer Institute
03.2022 - 08.2024

Recovery Assistant

House of Hope
08.2019 - 01.2024

Scheduling Coordinator

Huntsman Cancer Institute
04.2019 - 08.2024

Patient Service Representative

Granger Medical Clinic
04.2017 - 04.2019

Patient Service Representative

Sutter Physician Services, Patient Service Center
02.2015 - 06.2017

Health Insurance Specialist

General Dynamics
08.2013 - 02.2015

Representative

Wells Fargo Bank
09.2010 - 02.2015

Supervisor

Galileo Processing
01.2008 - 11.2010

Customer Service

ACS
06.2002 - 11.2007

High School Diploma - undefined

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TAIVA FAGATELE