Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tia Jackson-Lapsley

Huntington ,WV

Summary

Dynamic leader with a proven track record at Marshall Cardiology, adept in decision-making and team building. Excelled in enhancing team productivity and patient satisfaction through innovative strategies and effective conflict resolution. Skilled in employee motivation and policy enforcement, significantly boosting engagement and operational efficiency.

Overview

12
12
years of professional experience

Work History

PSR Interim Supervisor

Marshall Cardiology
09.2024 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Streamlined inventory management processes, leading to more organized and efficient stock handling system.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Patient Representative

FamilyCare Health Center
01.2016 - 01.2020
  • Resolved billing issues, resulting in increased patient trust and financial stability for the clinic.
  • Scheduled appointments for patients and placed reminder calls 48 hours before office visits
  • Implemented effective problem-solving techniques to resolve diverse patient concerns promptly.
  • Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
  • Informed patients of excessive wait times and offered to reschedule appointments.
  • Enhanced patient satisfaction by addressing concerns and providing compassionate assistance.
  • Improved patient retention rates by maintaining strong relationships through regular followups.

Team Lead

Marshall Cardiology
01.2023 - 09.2024
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Patient Service Representative

Marshall Cardiology
11.2021 - 01.2023
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
  • Assisted patients in filling out check-in and payment paperwork.
  • Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Took copayments and compiled daily financial records.
  • Balanced deposits and credit card payments each day.
  • Built and maintained positive working relationships with patients and staff.
  • Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Provided excellent customer service to patients and medical staff.

Patient Care Coordinator

Huntington Behavioral Health
01.2020 - 10.2021
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
  • Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Delivered excellent patient experiences and direct care.
  • Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
  • Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
  • Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
  • Managed patient records with strict adherence to confidentiality and accuracy standards.
  • Trained new staff on patient care coordination best practices, enhancing team effectiveness and patient support.

Community Engagement Specialist

Starlight Behavioral Health
01.2013 - 01.2015
  • Advocated for underrepresented voices during planning meetings and committees, ensuring equitable access to resources and opportunities for all members of the community.
  • Answered client queries and complaints to provide strong customer service.

Education

N/A - Business Administration

West Virginia State University
Institute WV

National Certification In Phlebotomy And EKG Tech - Phlebotomy And EKG Technician

Triad Tech
Huntington WV
04.2004

General -

Oak Hill High School
Oak Hill WV
05.1999

Skills

  • Employee motivation
  • Decision-making
  • Team building
  • Relationship building
  • Policy enforcement
  • Conflict resolution
  • Training and mentoring

Timeline

PSR Interim Supervisor

Marshall Cardiology
09.2024 - Current

Team Lead

Marshall Cardiology
01.2023 - 09.2024

Patient Service Representative

Marshall Cardiology
11.2021 - 01.2023

Patient Care Coordinator

Huntington Behavioral Health
01.2020 - 10.2021

Patient Representative

FamilyCare Health Center
01.2016 - 01.2020

Community Engagement Specialist

Starlight Behavioral Health
01.2013 - 01.2015

N/A - Business Administration

West Virginia State University

National Certification In Phlebotomy And EKG Tech - Phlebotomy And EKG Technician

Triad Tech

General -

Oak Hill High School
Tia Jackson-Lapsley