Ja’Lissa Smith
Merrillville
Summary
Dynamic Patient Care Coordinator with extensive experience at NorthShore Health Centers, adept at enhancing patient experiences through effective communication and critical thinking. Proficient in EHR systems and committed to HIPAA compliance, I excel in patient education and case management, ensuring seamless coordination of care and improved patient outcomes.
Enthusiastic Patient Service Representative motivated to work with patients, families and care teams efficiently. Friendly, adaptable, and collaborative professional successful devising satisfying solutions to complex problems.
Enthusiastic Care Coordinator motivated to work with patients, families and care teams efficiently. Friendly, adaptable, and collaborative professional successful devising satisfying solutions to complex problems.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Care Everywhere position. Ready to help team achieve company goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator
NorthShore Health Centers
09.2023 - Current
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Taught patients and families to use at-home medical equipment.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Engaged with patients to provide critical information.
- Followed document protocols to safeguard confidentiality of patient records.
Optician
NorthShore Health Centers
09.2022 - Current
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
- Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
- Instructed patients on proper insertion, removal, and cleaning techniques for contact lenses.
- Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
- Confirmed quality control standards were met for all eyewear and contact lenses.
- Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
- Verified and updated patient records promptly to guarantee accurate prescription information.
- Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
- Learned new catalog of items to present current options to patients.
- Maintained safe, clean and organized environment to increase patient comfort.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Adjusted frames to fit patient faces by bending and shaping with hands, tools, and heat.
- Educated clients about how to adapt to, wear, and care for eyeglasses.
Patient Service Representative
NorthShore Health Centers
09.2020 - Current
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Balanced deposits and credit card payments each day.
- Used EHR, NextGen and Phreesia to schedule appointments.
- Took copayments and compiled daily financial records.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Built and maintained positive working relationships with patients and staff.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled customer service inquiries in person, via telephone and through email.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Surgery Scheduler
Northwestern Memorial Hospital
07.2018 - 09.2020
- Checked patients in and out and collected payments.
- Educated patients about surgeries and provided treatment plan documentation.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Verified insurance coverage and obtained pre-authorizations.
- Coordinated with facilities to set up surgeries for 5 Hematology and Oncology Providers.
- Collated pre-operative lab and imaging results to facilitate surgery planning.
- Updated daily operating room calendars with accurate appointment schedules.
- Updated patient records to reflect upcoming surgeries and medical histories.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Customer Service Representative
Northwestern Memorial Hospital
07.2015 - 09.2020
- Responded to customer requests for products, services, and company information.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Associate of Science - Massage Therapy
Avenue Five Institute
Austin, TX09-2014
High School Diploma -
Westside High Scool
Gary, IN06-2007
Skills
- Medical record requests
- Database coordination
- Organizational standards
- Healthcare documentation
- HIPAA protocol adherence
- Patient care coordination
- Critical thinking skills
- Proficient in EPIC, NEXTGEN, PHREESIA, EHR, ORACLE and Microsoft
- Documentation
- Goal setting
- Patient education
- Case management
Certification
- Customer Service, Northshore Health Center - 10+yrs.
- CPR Training - 5 yrs
- Licensed Massage Therapy - 12 yrs
Timeline
Patient Care Coordinator
NorthShore Health Centers
09.2023 - Current
Optician
NorthShore Health Centers
09.2022 - Current
Patient Service Representative
NorthShore Health Centers
09.2020 - Current
Surgery Scheduler
Northwestern Memorial Hospital
07.2018 - 09.2020
Customer Service Representative
Northwestern Memorial Hospital
07.2015 - 09.2020
Associate of Science - Massage Therapy
Avenue Five Institute
High School Diploma -
Westside High Scool
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