Kathleen Craig-Whitehurst

347-***-****)

adp5fv@r.postjobfree.com

SUMMARY OF QUALIFICATIONS: Highly motivated individual with years of administrative and clinical experience within the Medical and Dental Field. Proficient typist with strong written and verbal communication skills. Has the understanding to cultural differences and needs of the service community. Well organized, detail-oriented, responsible and a team player. The ability to work in a fast pace environment with changing priorities and works well under pressure without supervision.

WORK EXPERIENCE:

Landmark Health Albany, N.Y.

Health Care Ambassador 9/2019-present

Actively engage with patients both in the home and over the phone.

Use critical thinking and communication skills to build lasting and impactful relationships with patients and caregivers.

Use clinical experience to help patients understand the value of the Program, and how best to use its services.

Assist Providers to drive improvement in patient outcomes and contribute valuable insights to weekly interdisciplinary team discussions.

Conduct structured surveys with patients over the phone or in the home to collect clinical and psychosocial data.

Conduct home visits for wellness checks, retina exams and to provide FOBT kits and A1c device.

Landmark Health Albany, N.Y.

Care Coordinator 3/2018-9/2019

Use clinical skills and patient-first mentality to assist patients with care coordination needs.

Answer calls and escalate to the proper team

Support patients in scheduling and rescheduling home visits.

Support Landmark Physicians, Advance Practice Providers, and RN Nurse Care Managers with important operational and clinical tasks.

Quality (Record Request from patients or 3rd parties)

Request updated records for upcoming appointments

Faxing, emailing and uploading patient documents and orders

Make corrections to patient demographics and enter into EMR

Train New Care Coordinators

Humana Louisville, KY

Customer Care Specialist 9/2016-10/2017

Receive inbound calls, document and resolve employer and agent inquires

Respond to questions, handle issues and provide guidance to both internal and external customers for dental coverage

Review Dental claims and give explanation to members

Magellan Health Brooklyn, NY

Care Manager Coordinator/Ambassador 3/2015- 2/2016

Authorize and update existing authorizations for services based on clinical needs identified by clinical staff.

Complete Yearly Health Assessment (HRA) with patients to update records

Issue member correspondence with regards to service requests that are received

Articulate general program information and responds to inquires accurately

Facilitate coordination between internal clinical staff and external clinicians while maintaining provider and member related records are confidential.

Maneuver through various computer platforms while verifying demographic information, meeting all call handling requirements and daily telephone standards as set forth by management.

Sherman Abrams Laboratory Brooklyn, N.Y.

Medical Receptionist 6/2013-9/2014

Handled inbound and outbound calls to Medical offices and adult facilities

Provided test results and requirements to Technicians and Doctors using Prolis and Care360 EMR system.

Accessioned specimens and performed phlebotomy when needed. Insurance Verification

Shiel Medical Laboratory Brooklyn, N.Y.

Customer Service Representative 7/2010-9/2012

Screened calls from doctors and patients looking for results

Resolved problems by clarifying issues; exploring answers and alternative solutions and implementing solutions

Made corrections to patient demographics and enter into system

Provide test information and requirements to Technicians and Doctors

Pulled specimens to perform stat test

EDUCATION:

Manhattan Institute New York, N.Y.

2006 Certification: Phlebotomy

Sanford Brown Institute New York, N.Y.

2007-2009 Certification: Medical Assistant

ADDITIONAL SKILLS:

Proficient in Windows XP, Microsoft Office and Medical Terminology

EMR Systems Prolis, Media soft, Care360, Care Compass, CRM, CAS Metavance, GCP and Ubiquity. Softphone, Aruba, Avaya and Polycom phone systems. Access multiple screens and systems.

Ability to perform Phlebotomy, Monitor Vital Signs and Perform EKG

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