Tynia Lewis-Pluviose

• Coordinating schedules for Surg/Derm services (Pediatric Surgery/ Pediatric Urology/Dermatology/Adult Urology/ Vascular Surgery/ General Surgery/ Pain Management), ensuring patients are booked with one of the 30 providers at 17 different locations.
• Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
• Staying calm under pressure to successfully deal with difficult situations.
• Provided excellent customer service through active listening skills, understanding patient medical needs, offering solutions where applicable conveying to clinical staff or nurses.
• Managing up to 40-80 calls daily with exemplary phone manner, always identifying self, and the location.
• Coordinating visit types that best match patients requirements and accessibility.
• Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
• Recognition with EMR systems/Microsoft office 365/Outlook Teams/ Protocols/ Live scheduling calls/ Department and patient discussion.

• Coordinating schedules for Orthopedics services (sports medicine and orthopedic surgeons), ensuring patients are booked with one of the 10 providers at four different locations.
• Verifying demographics and insurance.
  ● Answering 70-110 calls in queue day-to-day, managing complaints, communicating medical advice from PA's to patients.
  ● Receiving and respond to clinical staff as well as patient issues in a timely manner via email, fax, or telephone.
  ● Taking detailed messages in EMR system; transferring or giving information
  from nurses, physical therapy, occupational therapy, and primary care
  providers office.
  ● Assists in reviewing the patients' charts giving information about
  appointments or rescheduling.
  ● Responsible for sending disability forms to PA's ensuring them that they are received.
  ● Sending the disability forms as well as, medical records forms to patients, and
  lawyers.
  ● Knowing the medication patients takes to sending a medication refill request.
  ● Telling WC adjusters when patients had their last office visit and sending over
  progression notes.
  ● Speaking with patients to send scripts or faxing referrals over to primary care
  providers office, lab office, radiology, physical therapy, occupational therapy,
  pharmacy, and surgical medical supply store.
  ● Speaking with the radiology department given them the authorization date,
  codes and test code.

● Coordinating schedules for OB/GYN and UROGYN services, ensuring patients are booked with one of the 15 providers at two different locations.
● Scheduling appropriate visit types best suited for patients needs/availability.
● Managing up to 40-80 calls everyday with impeccable phone manner, and demeanor; always identifying self, and location.
● Skilled in documentation, time management, multitasking based on: scheduling, pre-registration, recording patient arrival, administering
financial, HIPAA paperwork, and receiving referral.
● Maintains Computer Databases entering changes in demographic, online
insurance verification to assist patient, and other information, as required.
● Performing superbly in stressful work environment while being professional .
● Familiarity with Microsoft office/teams,protocols,live scheduling calls &
discussion.

● Getting 8 points of verification from patient before sending their results to them or doc.
● Handling 150-400 inbound/outbound calls routinely with accuracy and efficiency for optimum productivity.
● Track specimens to ensure all samples have been received in the lab along with, reporting out within turnaround time (TAT).
● Ensure that all Tracking is up to date to ensure client communication.
● Contact Scarlet Clients/Patients regarding tests not performed, document, and
notify Scarlet Health Coordinator team accordingly.
● Provide Customer Service to Scarlet Health patients, and providers answering
questions related to patient portal, scheduling/cancelling/changing
appointments.
● Answer general questions regarding upcoming appointments/services, plus
pricing.
● Assist patients with all questions/concerns with empathy, listening, and
understanding their concerns to provide a solution.
● Report laboratory results using established protocols.
● Being a resource to patients regarding test requirements, specimen submission
also, other laboratory policies/ procedures.
● Followed up on unresolved patient issues to research and, correct problems.
● Identify, research and, resolve patient issues utilizing appropriate staff
resources to ensure patient satisfaction.
● Notify management for sample locators alongside, client alerts/issues.
● Understand each importance's of Quality Service (“Deliver superb Customer
Service in the Industry”).