TAKISHA DONALDSON

Work History

MEDICAL FRONT DESK ASSOCIATE

PM Pediatrics

Springfield

02.2022 - 04.2025

The Medical Receptionist is responsible for all departmental functions aligned with the mission, vision, and goals of PM Pediatrics.
The Medical Receptionist role is an opportunity for a medical receptionist to apply their skills in a pediatric urgent care setting and assist with primary patient care based on individual patient needs within their scope of practice under the physician's direct supervision.
This position maintains effective working relationships with all customers, including patients/families, physicians, employees, volunteers, and vendors.
Provide clinical support for providers, patients, and office operations.
Greet patients warmly as they arrive.
Accurately obtain and electronically document patient demographic, insurance, and payment information.
Answer phones and route calls to the appropriate party.
Assist parent and children in the reception area.
Lead team to meet service metrics through coaching and performance management.
Analyzed reports to improve contact center efficiency and resolve escalated issues.
Conducted regular coaching sessions, fostering open communication and feedback.
Implemented consistent policies, ensuring timely decisions on staff matters.
Enhanced team motivation and recognition, driving measurable performance improvements.
Fostered a positive team environment by recognizing achievements, driving engagement, and enhancing overall morale among call center staff.
Reviewed daily reports to identify trends and areas for improvement, informing coaching strategies that enhanced team productivity.
Implemented regular coaching sessions for staff, ensuring consistent policy adherence and strengthening team skills through structured feedback.
Resolved escalated customer issues efficiently, employing problem-solving techniques that improved customer satisfaction and loyalty.
Manage patient interactions and office tasks, ensuring efficient operations and patient satisfaction.
Verify insurance details and process referrals, reducing claim rejections.
Collect copays and balance cash, maintaining financial accuracy.
Schedule appointments in EMR, optimizing patient flow.
Release medical records, adhering to privacy standards.
Greeted and registered patients efficiently in Summit ED.
Entered demographic and insurance info accurately.
Collected copays, deductibles, and coinsurance effectively.
Enrolled patients using Palm Scanning system.
Displayed strong communication and multitasking skills.
Verify eligibility and insurance information.
Collect credit card and co-payment information.
Fax, file, scan necessary paperwork.
Maintain order and cleanliness of the waiting room.
Keep exam rooms and front reception stocked with adequate supplies.
Helps patients in distress by promptly notifying medical staff of emergencies.
Maintains operations by following policies and procedures; reporting needed changes to management team.
Maintains safe, secure, and healthy work environment by following and enforcing standards and procedures.
Maintains patient confidence and protects operations by keeping patient care information confidential in compliance with HIPAA regulations.
Enhances health care practice reputation by accepting ownership for accomplishing new and challenging requests; exploring opportunities to add value to job accomplishments.
Assisting patients with complaints and taking an active role in service recovery when needed.
Perform other administrative, and clinical support duties as needed.

SUPERVISOR CALL CENTER

United Health Group Optum

Secaucus

11.2023 - 04.2025

Supervised daily operations to ensure compliance with healthcare regulations.
Managed staff schedules and coordinated training programs for new employees.
Facilitated communication between departments to improve workflow efficiency.
Implemented process improvements to enhance service delivery and patient satisfaction.
Conducted performance evaluations to guide employee development and training needs.
Monitored employee productivity to provide constructive feedback and coaching.

MEDICAL OFFICE ASSOCIATE I

Atlantic Health Systems

Westfield

07.2023 - 10.2024

Managed patient scheduling using electronic health record systems.
Coordinated communication between patients and medical staff effectively.
Processed insurance claims and verified patient eligibility for services.
Assisted in patient check-in and ensured accurate data entry.
Organized patient records to ensure compliance with healthcare regulations.
Facilitated referrals to specialists and scheduled follow-up appointments.

PATIENT ACCESS REPRESENTATIVE I

Atlantic Health Systems

Summit

05.2022 - 07.2023

Facilitated patient check-in processes to ensure efficient service delivery.
Verified insurance information to confirm patient coverage and benefits.
Provided clear information on procedures and paperwork to patients and families.
Assisted patients in completing necessary forms for registration and insurance claims.
Maintained accurate records in electronic health systems for patient data management.
Applied HIPAA privacy and security regulations while handling patient information.

MANAGE CARE COORDINATOR I BEHAVIORAL HEALTH CONCURRENT REVIEW

Horizon Blue Cross Blue Shield

Newark

03.2021 - 02.2022

Facilitated communication between patients and insurance representatives.
Coordinated patient care plans with healthcare providers and community resources.
Managed referrals to specialists and ensured timely follow-up appointments.
Assisted patients in understanding their health insurance benefits and coverage options.
Developed educational materials to enhance patient knowledge and engagement.
Utilized electronic health record systems to maintain accurate patient information.

CUSTOMER SERVICE SUPERVISOR

Qualcare (Cigna)

Piscataway

11.2016 - 02.2020

Supervised customer service team and ensured adherence to company policies.
Trained new hires on customer service protocols and system usage.
Managed daily operations and resolved escalated customer inquiries effectively.
Developed schedules to optimize team productivity and coverage needs.
Facilitated regular training sessions to enhance team skills and knowledge.
Analyzed customer feedback to identify areas for service improvement.
Collaborated with other departments to streamline processes and enhance service delivery.
Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.

SERVICE REQUEST CORRESPONDENCE REPRESENTATIVE

Horizon Blue Cross Blue Shield

Newark

09.2007 - 11.2016

Assisted members with inquiries regarding health insurance plans and benefits.
Processed claims and ensured compliance with company policies and regulations.
Coordinated communication between departments to resolve member issues efficiently.
Educated members about available services and preventive care options.
Maintained accurate records of member interactions and transactions in the system.
Collaborated with team members to improve service delivery and customer satisfaction.
Displayed strong telephone etiquette, effectively handling difficult calls.

Summary

Overview

Work History

MEDICAL FRONT DESK ASSOCIATE

SUPERVISOR CALL CENTER

MEDICAL OFFICE ASSOCIATE I

PATIENT ACCESS REPRESENTATIVE I

MANAGE CARE COORDINATOR I BEHAVIORAL HEALTH CONCURRENT REVIEW

CUSTOMER SERVICE SUPERVISOR

SERVICE REQUEST CORRESPONDENCE REPRESENTATIVE

Education

BACHELOR OF ARTS (BA) - HEALTHCARE ADMINISTRATION

MEDICAL ASSISTANT CERTIFICATION -

Some College (No Degree) - BUSINESS AND HOTEL MANAGEMENT

Skills

Timeline

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