YULANDA WILLIAMS
Waldorf,MD
Summary
Highly organized, accomplished administrative professional with experience in the health care operations for over 27 years. I proactively approach business challenges, apply critical thinking skills and persistence teamwork with resourcefulness to achieve positive results. I can quickly cultivate relationship with very difficult members and influential decision makers. I have developed excellent time management skills with the ability to multi-task.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Member Services Coordinator
Kaiser Permanente Camp Springs/Marlow Heights
Camp Springs/Marlow Heights
11.2015 - Current
- Serve as primary contact for services for members and center leadership for escalations and direction regarding complex member Issues
- Provide quality assurance through monitoring Member’s documentation for accuracy and compliance
- Collaborates with manager on strategic department initiatives as well as provides input on individual Member Service Reps performance
- Serves as the primary resource expert for information about all Kaiser Permanente products, benefits and policies
- Partners with Patient Financial Service, Membership Administration, Claims and other regional business partners to quickly resolve member issues/concerns and improve patient satisfaction and retention
- Assist members in resolving problems, including clarification of benefits, appointment access, medical referrals, payment of claims, and concerns about quality of care and service to ensure that service standards are met in compliance with applicable state and federal regulations
- Facilitates resolution of member’s claims, including orienting members, communication with appropriate claims and external providers, track status of pending complaints and follow up as needed to expedite completion of a claim.
Provider Scheduling Management Department/ Provider Scheduler-Lead
Kaiser Permanente
Springfield, VA
12.2013 - 11.2015
- Position required me to lead, train and mentor Provider Management Schedulers
- Ensured timely activation of provider schedules and make updates in the appropriate systems to satisfy access management initiatives
- I performed and monitor quality checks and documentation in accordance with the PSMD Quality Program
- Assist in the development and implementation of departmental process and procedures, focus on areas that needed improving, assist with training and retraining of staff
- Give support to the Provider Schedulers by answering staff questions, resolving problems raised by providers and clinical staff
- Also assist PSMD Schedulers with schedule management tasks as needed.
Provider Scheduling Management Department/Scheduler
Kaiser Permanente
Silver Spring, MD
12.2005 - 12.2014
- Collaborate regularly with leads, Clinic Coordinators and Service Chiefs to select appropriate provider profiles used to build, adjust and edit provider schedules into PASS system and ensure adequate appointments are activated to meet demands, and within specified time frame and deadlines
- I was responsible for creating and maintaining provider planners and profiles and coordinating process for inputting Providers schedules.
SURGERY SCHEDULER COORDINATOR
Kaiser Permanente
Kensington, MD
06.2002 - 12.2005
- Coordinates scheduling between members, surgeons, external providers, Kaiser Permanente and/or non-Kaiser Permanente Contracted facilities and vendors according to established surgery scheduling protocols and policies
- Schedules surgeries utilizing established scheduling guidelines with consideration of factors such as historical procedure length and operating room availability
- Collaborates and partners proactively with surgeons and departmental chiefs to ensure that surgeries are accurately scheduled in timely and effectively manner
- Initiates and maintains contact with member throughout the scheduling process; conveys information concerning date of surgery and related appointments; refers medical related questions to the appropriate healthcare team or provider
- Assures that durable medical equipment that will be needed by patient is available.
MEDICAL ASSISTANT-INTERNAL MEDICINE DEPARTMENT
Kaiser Permanente
Kensington/Camp Springs, MD
10.1998 - 06.2002
- Job duties assigned were to check the patients into the Internal Medicine Department and collect co-payments, also to take Vital Signs and to assist with providers call backs and enter encounters for Providers
- Make patients follow-up appointments as needed.
MEDICAL ASSISTANT-MEDICAL ACUTE CARE CLINIC
EMSA/National Naval Medical Center
Bethesda, MD
10.1994 - 10.1998
- Worked with 3 staffs Physicians and 3 Interns to ensure orderly flow and care for over 100 patients per day, in the Emergency Room clinic area
- Assist with the daily task of the clinical unit.
Education
Bachelor of Business Administration - Business Administration And Management
Colorado Technical University
Colorado Springs, CO06-2024
Certification
- Associate in Art in Business Administration since March 2017
- Bachelor’s degree in Business Administration June 2024
Professional References
- Dr. Thomas Chang, Kaiser Permanente, Thomas.chang@kp.org, 240-848-2296
- Carolyne Mukabane Kaiser Permanente carolyne.k.mukabane@kp.org 240-619-6280
- Martha Meade Kaiser Permanente martha.m.meade@kp.org 703-473-6237
Timeline
Member Services Coordinator
Kaiser Permanente Camp Springs/Marlow Heights
11.2015 - Current
Provider Scheduling Management Department/ Provider Scheduler-Lead
Kaiser Permanente
12.2013 - 11.2015
Provider Scheduling Management Department/Scheduler
Kaiser Permanente
12.2005 - 12.2014
SURGERY SCHEDULER COORDINATOR
Kaiser Permanente
06.2002 - 12.2005
MEDICAL ASSISTANT-INTERNAL MEDICINE DEPARTMENT
Kaiser Permanente
10.1998 - 06.2002
MEDICAL ASSISTANT-MEDICAL ACUTE CARE CLINIC
EMSA/National Naval Medical Center
10.1994 - 10.1998
Bachelor of Business Administration - Business Administration And Management
Colorado Technical University
- Associate in Art in Business Administration since March 2017
- Bachelor’s degree in Business Administration June 2024
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