Administrative Assistant Patient Care

Mira Choi

703-***-**** *********@*****.***

Professional Experience

NATIONAL SPINE AND PAIN CENTERS Medical Administrative Assistant / Insurance Coordinator, 03/2019- 09/2024

MCLEAN, VA

Managed administrative tasks to ensure smooth operations and quality

service delivery, including coordinating insurance claims and overseeing daily

office functions to support efficient patient care.

•Provided administrative support to healthcare providers and office staff.

•Verified patients' insurance coverage for pain management services and procedures.

•Communicated with insurance companies to clarify coverage details, pre-authorization requirements, and any other relevant information.

•When unable to discern if a case met the medical policy, escalated the case to clinical authorization specialists or the patient’s care team.

•Managed the authorization process for pain management procedures and treatments by liaising with healthcare providers, insurance companies, and patients to ensure timely approvals.

•Developed and effectively distributed a handbook outlining procedures for accessing insurance coverage for various services.

•Gathered and organized medical records, treatment plans, and other necessary documentation for authorization submissions. Submitted authorization requests to insurance companies according to established guidelines and protocols.

•Managed denial appeals for authorization requests, including reviewing denial reasons, gathering additional supporting documentation and preparing appeals packets.

•Communicated effectively with patients to manage expectations and ensure timely resolution of any insurance-related issues.

Patient Concierge, 12/2017- 03/2019

TYSONS, VA

•Assisted patients in navigating the healthcare system, including scheduling appointments, arranging transportation and coordinating with healthcare providers.

•Provided personalized support to patients including answering questions, concerns, and offered emotional support.

•Advocated on behalf of the patient to ensure that their needs are met and that they receive high-quality care.

•Helped patients and their families navigate the financial aspects of healthcare, including insurance and billing.

•Provided education and resources to patients and their families to help them better understand their medical conditions and treatments.

•Inspected the clinical equipment and exam rooms regularly and documented how often they met the sterilization standards set by the practice or regulatory bodies and noted any deviations or incidents and took corrective action.

Communication Center Team Lead, 10/2014 to 12/2017

FAIRFAX, VA

•Led the communication team and facilitated their collaboration with other cross-functional teams within the agile framework.

•Facilitated daily stand-up meetings, sprint planning, and retrospective meetings to ensure effective communication, alignment, and continuous improvement within the team.

•Handled 20% of all escalated calls and service requests and displayed advanced technical knowledge and problem-solving skills.

•Ensured the call center representatives provide exceptional customer service with greeting and acknowledging all customers in a friendly, professional manner.

•Implemented a new customer service-training program that resulted in a 15% increase in positive customer feedback regarding call center representatives' friendliness and professionalism.

•Maintained a 95% service level daily, resulting in 10% increase in customer satisfaction score.

•Performed monthly reviews for a team of 20 call center representatives, resulting in a 5% increase in overall productivity and 10% decrease in customer complaints.

•Managed the team's workload, ensuring timely completion of tasks and adherence to project timelines.

Certifications and Skills

Certifications: Certified ScrumMaster (CSM)

Enterprise Knowledge: Jira Confluence MS Windows Server WordPress QuickBooks Scrum & Kanban Methodology

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