WHITNEY FRANCENE PERSAUD-BEAMAN

Administrative Support & Office Operations

• Supported the day-to-day administration of the department, assisting with operational tasks to enhance overall office efficiency.
• Conducted registration audits and reviewed department appointment reports for 8 clinics to eliminate denials with insurance claims and ensure accuracy of insurance verification, estimates, authorizations, and patient data entry in Encompass.
• Coordinated staffing and scheduling across eight or more offices, ensuring adequate clinical and front desk coverage to meet patient needs.
• Received stock and reconciled in Core, acting backup purchaser in the manager’s absence.
• Provided administrative support, including supervision of staff and managing vacation schedules in the manager’s absence.
• Managed and maintained PCI logs, ensuring compliance with financial and security protocols.
• Performed quarterly PSR cash audits and cash drawer deposit reconciliations to ensure financial accuracy and compliance.
• Monitored PSR dashboard metrics, ensuring key metrics (registration check-in time, wait times, etc.) were being met.
• Ensured that all patient care processes adhered to organizational policies, maintaining high service standards and compliance with service commitments.
• Assisted in building and maintaining strong cross-functional team collaboration with internal departments and external organizations.

Reporting, Audits & Financial Tracking

• Performed quarterly registration audits and provided feedback to PSRs and managers on improving registration processes.
• Assisted the Practice Manager with NRC monthly reports, tracking metrics and providing backup for NRC patient response and resolution in the manager’s absence.
• Updated daily collection spreadsheets to monitor goal progress, ensuring accurate reporting and timely follow-up on outstanding balances.
• Assisted with Guardian reports in the manager’s absence.
• Entered provider reimbursements in Concur, tracking staff and provider expenses accurately.

Patient Relations & Support

• Assisted Practice Manager with patient complaints, addressing concerns related to charges, care, and customer service, ensuring a positive patient experience.
• Filled in as a Patient Service Representative (PSR) as needed, providing support for patient check-ins, scheduling, and resolving billing or insurance issues.
• Audited work queues to ensure timely scheduling of referrals, minimizing errors related to insurance or demographic data entry.

Human Resources & Team Development

• Assisted with onboarding and training for new hires, ensuring smooth integration into practice operations.
• Acted as a change champion, providing education and information on new systems during go-live, including Symplr, Workday, and health-related initiatives.
• Assisted the Practice Manager with performance appraisals, coordinating vacation schedules, coaching, and providing input for employee terminations when needed.
• Coordinated human resources functions, including supervision of staff and managing vacation schedules in the manager’s absence.
• Provided Onbase training for PSRs, ensuring proper use of the system for document management and linking to Epic.

Compliance & Safety Collaboration

• Ensured adherence to OSHA and HIPAA regulations, maintaining patient confidentiality and safety standards.
• In the manager's absence, made appropriate decisions regarding building maintenance issues and managed the Building Safety Plan for fire, power failure, and inclement weather conditions.
• Backup for payroll processing in the manager’s absence, ensuring timely and accurate compensation for staff.

Collaboration & Liaison Responsibilities

• Served as a liaison between administration, providers, and external organizations to coordinate practice business, accomplish directives, and facilitate problem resolution.
• Supported weekly safety calls and monthly safety walks in collaboration with clinic coordinators and the practice manager to ensure a safe work environment.

• Provided exceptional patient care and customer service to 60+ patients in Urgent Care, specialty and family medicine setting
• Filed and maintained patient records in accordance with HIPAA regulations
• Verified insurance eligibility and coverage for patients
• Obtained authorization and pre certs for VA patients
• Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic
• Managed patient registration process, confirming data accuracy and completeness
• Took copayments, past due balances, balanced deposit at end of day
• Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies
• Communicates efficiently with internal and external colleagues to meet department goals and standards

• Responded daily to 50+ patient queries and concerns concerning insurance coverages and deductibles
• Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services, complete prior authorizations and file appeals
• Followed HIPPA guidelines and verified accuracy and overall completeness of medical records by auditing and reviewing patient information
• Expedited claim processing times by promptly submitting documentation required for prior authorizations or appeals on behalf of patients
• Filed appeals for non formulary medications, handled payment issues analyzed rejection codes, processed claims, researched SCC codes and refilled medication via mail order pharmacy and completed refill overrides in emergency instances
• Strengthened relationships with pharmaceutical representatives to stay informed about new medications entering the market that may impact patient benefits or require additional authorization steps
• Educated patients on available resources such as copay assistance programs, foundations, and manufacturer support initiatives to help minimize out-of-pocket expenses

• Delivered individualized patient care by recording vital signs, documenting, observations and evaluating patient needs
• Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks
• Scheduled doctors appointments for patients, promoted good oral and personal hygiene by aiding with shaving, bathing, and teeth brushing
• Educated patients and family members on best home care practices for healing and recovery
• Documented patient information and care activities in electronic health record
• Collaborated with 10+ physicians to design at-home medication guidelines and educated patients and families on correct medication administration
• Efficiently communicated issues relating to patient/customer care and assisted with finding solutions for improvement opportunities to better service clients
• Contributed positively towards patient satisfaction scores by consistently providing exceptional care and addressing their concerns

• Greeted and interacted with 30+ patients to provide information, answer questions and assist with appointment scheduling
• Registered and verified patient records before triage with most up-to-date information
• Assisted with medical coding and billing tasks
• Coordinated patient scheduling, check-in, check-out and payments for billing
• Adhered to strict HIPAA guidelines to protect patient privacy
• Checked patient insurance eligibility, demographic, and health history to keep information current
• Managed multi-line phone system and pleasantly greeted patients
• Plan monthly staff schedule and organized paperwork such as charts and reports for office and patient needs
• Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills

• Served as Team Lead by supervising daily operations of 25-30 team members, coordinating department operations to meet and exceed productivity goals, maintain internal policies, and facilitate communication across teams
• Supported onboarding of newly hired team members by delivering in-person training and mentoring to streamline onboarding process and expedite independence in duties
• Directed trainings and professional development on software use and performance improvement, utilizing individual and team key performance indicators to identify and improve lacking areas
• Prioritized customer needs and recommended products to build quality relationships and increase customer satisfaction
• Executed targeted merchandising and promotional plans, including floor moves, display maintenance, and performed general housekeeping to keep sales areas well-stocked, organized, and current
• Trained new employees on customer service, money handling and organizing strategies

• Provided accurate information about promotions, customer programs, and products, helping drive high customer retention
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
• Answered product and service questions, suggesting other offerings to attract potential customers
• Strengthened customer relationships by listening to customer concerns and giving priority to service requirements
• Logged call information and solutions provided into internal database
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
• Improved customer satisfaction by addressing concerns promptly and providing effective solutions