Vanessa Lacy

- Handled 60-90 inbound calls daily assisting disaster survivors with FEMA application status, eligibility, and documentation requirements.

- Provide Tier 1 & Tier 2 case support, resolving issues and escalating complex cases per protocol.

- Guided applicants through application completion and updates in a fully remote environment.

- Documented all interactions accurately while meeting call center performance and quality metrics.

_ Maintained confidentiality and compliance with federal data privacy standards.

- Scheduled initial and follow-up appointments while coordinating patient referrals and diagnostic testing.

- Confirmed next-day appointments and communicated care updates with attorney offices.

- Obtained and processed medical records to support continuity of care.

- Supported intake workflows in a fast-paced clinical environment.

• Conducted comprehensive patient intakes, ensuring accurate data collection and documentation.
• Collaborated with healthcare teams to streamline patient referral processes.
• Utilized electronic health record systems for efficient information management and retrieval.
• Assisted in scheduling appointments, optimizing patient flow and service delivery.

- Coordinated high-volume specialist and imaging referrals ( CT, MRI,US)

- Obtained required pre-authorization and verified insurance coverage.

-Managed patient check-in/ check-out and collected copayments and balances.

- Follow up with specialist and imaging centers to ensure care plan compliance.

- Trained new team members on intake and referral workflows.

- Managed inbound and outbound calls in a high-volume healthcare call center

- Scheduled diagnostic imagining and specialty services ( MRI, CT,X-RAY,NM,L&D)

- Entered and verified patient demographics and insurance in Cerner.

- Processed physicians orders, faxes, and documentary accurately.

- Assisted ER registration and collected patient financial responsibility.