Wilma Daniels
Durham
Summary
Healthcare professional with extensive experience in patient intake and access operations. Specializes in enhancing workflow efficiency through precise scheduling and effective communication among multidisciplinary teams. Committed to maintaining HIPAA compliance while delivering exceptional service that supports patient satisfaction.
Overview
16
16
years of professional experience
Work History
Patient Intake Specialist
UNC-Rex Hospitals
10.2023 - Current
- Streamlined patient registration processes, improving workflow efficiency and reducing wait times.
- Collected and verified patient insurance information for accuracy and compliance.
- Executed thorough insurance verifications, ensuring accuracy that minimized billing errors and financial complications for patients.
- Managed electronic health record (EHR) systems to ensure data integrity and accessibility.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Improved patient satisfaction by managing intake processes and promptly addressing concerns, resulting in positive feedback.
- Checked in visitors while maintaining HIPAA policies and safety protocols.
- Maintained strict confidentiality of sensitive patient data, adhering to HIPAA regulations and organizational policies.
Access Specialist I, Duke Orthopedics
Duke Health
12.2021 - Current
- Coordinate appointment scheduling for a network of Duke orthopedic providers, including physicians, nurse practitioners, and physician assistants, ensuring accurate alignment with provider availability and patient needs.
- Manage a high-volume call environment, handling multiple incoming and outgoing patient calls daily while maintaining professionalism, efficiency, and service excellence standards.
- Facilitated communication between patients and clinical teams by routing messages to clinics, ensuring timely scheduling guidance and follow-up care coordination.
- Process and schedule patient referrals, ensuring timely access to care and adherence to departmental protocols.
- Utilize Epic (Maestro Care) to document patient interactions, manage scheduling workflows, and maintain accurate patient records.
- Support patient access operations by prioritizing urgent needs, resolving scheduling challenges, and contributing to efficient patient flow across multiple clinics.
- Coordinated patient access processes to ensure timely appointments and referrals.
- Managed insurance verification and authorization for orthopedic appointments.
- Streamlined patient intake workflows to improve scheduling efficiency and enhance patient experience.
- Collaborated with clinical teams to resolve patient access issues promptly.
- Developed best practices for data entry accuracy in patient management systems.
- Led initiatives to improve patient satisfaction through effective communication strategies.
- Contributed to a positive work environment by participating in team meetings and sharing best practices.
- Monitored patient satisfaction, generating valuable feedback to inform ongoing process improvements and enhance the overall experience.
- Efficiently managed waiting lists for services with limited availability by prioritizing cases based on urgency and need.
- Coordinated seamless transitions between different levels of care within the organization by maintaining open communication channels among all stakeholders involved in the process.
- Educated clients on available services at the facility, providing tailored recommendations that addressed individual needs.
- Collaborated with interdisciplinary teams to ensure timely and appropriate patient care coordination.
- Provided exceptional customer service while managing high call volumes, addressing inquiries quickly while always maintaining professionalism.
- Assisted in the development of policies and procedures related to patient access, ensuring compliance with regulatory requirements and industry best practices.
- Addressed concerns raised by patients or caregivers promptly, fostering strong relationships built on trust and mutual respect.
- Implemented process improvements to expedite patient flow, reducing bottlenecks and enhancing overall efficiency.
- Streamlined the registration process for new patients, resulting in reduced wait times and increased satisfaction.
- Maintained strict confidentiality of sensitive patient data in compliance with HIPAA regulations, safeguarding personal information from unauthorized access or disclosure.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Resolved customer complaints using established follow-up procedures.
Behavior Health Technician and Health Unit Coordinator
Duke Health
05.2010 - 03.2021
- Coordinated patient intake activities in high-volume inpatient adult psychiatric unit to streamline service access and departmental operations.
- Monitored patient behavior and communicated changes to healthcare team to inform treatment decisions.
- Served and a liaison between patients, visitors, physicians, nursing staff and ancillary departments to ensure accurate information exchange and timely resolution of service-related issues.
- Manage front-end operational support functions including call routing, consult coordination, order entry and message prioritization to promote efficient patient flow.
- Maintain accurate, timely documentation in Epic (Maestro Care) EMR to support clinical care delivery, reporting and regulatory compliance.
- Enforce HIPAA and Duke Health policies while handling confidential patient records, communications and documentation.
- Prioritized unit workflows during peak census periods to support communication flow and coverage coordination.
- Delivered administrative and clerical support to multidisciplinary care teams, enhancing service delivery and patient satisfaction.
Education
Associate of Arts -
University of Phoenix
Phoenix, AZ02-2014
Bachelor of Science - Behavioral and Social Sciences
North Carolina Central University
North CarolinaSkills
- Patient intake procedures
- Appointment scheduling
- Insurance verification
- EHR management
- Patient documentation
- HIPAA compliance
- Client relationship management
Timeline
Patient Intake Specialist
UNC-Rex Hospitals
10.2023 - Current
Access Specialist I, Duke Orthopedics
Duke Health
12.2021 - Current
Behavior Health Technician and Health Unit Coordinator
Duke Health
05.2010 - 03.2021
Associate of Arts -
University of Phoenix
Bachelor of Science - Behavioral and Social Sciences
North Carolina Central University