Call Center Patient Care

Briana Price

San Bernardino,CA 909-***-**** ***************@*****.***

SKILLS

● Excellent verbal and written communication

● Proficient in both inbound and outbound calling

● Active listening

● Clear articulation of ideas

● CRM software (e.g., Salesforce,

Zendesk,Nexgen,Athena,CIS,EPIC,Optumum, Etc…

● Microsoft Office Suite (Word, Excel, PowerPoint)

● Live chat and email platforms

● Telephony systems(8x8,Genesis, Call center tower

● Multitasking

● Prioritization

● Meeting deadlines

● Flexibility in handling different tasks

● Ability to work in a fast-paced environment

● Adjusting to new systems and processes

● Understanding customer perspectives

● Providing compassionate support

● Building trust and rapport

● De-escalation techniques

● Mediation skills

● Negotiation skills

● Proficiency with remote collaboration tools (e.g., Zoom, Microsoft Teams)

● Digital organization

PROFESSIONAL EMPLOYMENT

Care Navigator Upward Health Happuage, NY June 2022-Present

● Serve as the primary point of contact for patients, coordinating their care plans, scheduling appointments, and providing guidance on navigating the healthcare system.

● Conduct comprehensive patient assessments to understand their health needs, medical history, and social determinants of health, creating personalized care plans to address these factors.

● Facilitate communication between patients, healthcare providers, and community resources, ensuring all parties are informed and aligned on care plans and patient needs.

● Assist patients in understanding their health conditions, treatment options, and medication regimens, providing education and support to promote adherence and self-management.

● Coordinate with multidisciplinary care teams, including doctors, nurses, social workers, and therapists, to develop and implement integrated care plans that address patients' medical, behavioral, and social needs.

● Monitor patient progress and outcomes, using electronic health records (EHR) and care management software to track interventions, follow-ups, and any changes in patient status.

● Provide support for patients during transitions of care, such as hospital discharges or transfers to different care settings, ensuring continuity of care and reducing the risk of readmissions.

● Advocate for patients' needs and preferences, helping them to access necessary services, such as specialty care, home health, and community resources, while addressing barriers to care.

● Conduct outreach to patients to ensure they are attending appointments, following care plans, and receiving necessary preventive services, such as screenings and vaccinations.

● Participate in quality improvement initiatives and case conferences, contributing insights and feedback to enhance care delivery, patient outcomes, and overall program effectiveness.

● Maintain thorough and accurate documentation of all patient interactions, care plans, and outcomes, ensuring compliance with healthcare regulations and organizational policies.

● Provide emotional support and counseling to patients and their families, addressing concerns, reducing anxiety, and helping them to cope with health-related challenges.

● Stay updated on current healthcare trends, policies, and best practices, continuously enhancing skills and knowledge to improve patient care and navigation services.

Patient Care Liaison (Triage) Newport Orthopedic Institute Newport, CA January 2022 to June 2024

● Responded to inbound calls promptly and professionally, addressing customer inquiries and concerns with courtesy and efficiency.

● Initiated outbound calls to pharmacies, facilitating communication and coordination of prescriptions and medication-related inquiries

● Manage incoming faxes on the Patient Care Liaison Fax Line, promptly responding and addressing as needed.

● Ensure timely and courteous responses to telephone calls, striving to answer within three rings whenever feasible.

● Maintain accurate records of messages and promptly relay them to the appropriate recipients.

● Assist callers with general inquiries pertaining to patient care, prescriptions, and treatment options.

● Adhere to established protocols for directing emergency calls to the appropriate physician.

● Safeguard the confidentiality of physicians while providing relevant information to callers.

● Utilize the TouchChart system to scan and organize documents received via mail.

● Document patient interactions and encounters meticulously in the notes section of TouchChart.

● Uphold patient confidentiality and comply with HIPAA and other regulatory guidelines.

● Fulfill any additional tasks delegated by management.

● Exceed productivity standards and objectives consistently. SAC Health System - San Bernardino, CA

Call Center Agent

March 2018 to May 2019

● · Answered inbound calls for all of SAC Health System departments in a positive, timely, and professional

● manner.

● · Scheduled, confirmed, canceled, and amended appointments as well as verify, update, and/or correct

● insurance information in the company provided computer system and software.

● · Performed other tasks and duties as assigned by the department Lead, Supervisor,

● Manager, and/or Director.

● · Certified with EPIC EMR

Member Service Representative

Inland Empire Health Plan - IEHP - Rancho Cucamonga, CA November 2020 to December 2021

● · Provided members with health plan education about and Medi-Cal benefit coverage, including

● understanding coordination of benefits and eligibility rules.

● · Provide superior service that delights caller in all aspects of the interaction.

● · Assisted with members, primary care/facility assignments, selections, and changes; health care options

● liaison; health education advisory; supply eligibility status of Members to providers.

● · Resolved Member and/or Provider inquiries and/or issues transportation requests, interpreter requests,

● referrals questions/concerns, re-directions, Behavioral

● Health, and Pharmacy inquiries.

Caregiver (Part Time/PRN) In Home Support Services (IHSS) July 2018-Present

● Provide compassionate, hands-on care to clients, assisting with daily living activities such as bathing, dressing, grooming, and toileting, ensuring their comfort and dignity.

● Administer medications and monitor vital signs as per prescribed schedules, maintaining accurate records and promptly reporting any changes in clients’ health status to healthcare professionals.

● Develop and maintain strong, trusting relationships with clients, offering emotional support and companionship to enhance their overall well-being and reduce feelings of isolation.

● Assist with mobility and transfer needs, including the use of mobility aids, ensuring clients' safety and preventing falls or injuries.

● Prepare and serve nutritious meals tailored to clients' dietary requirements, assisting with feeding when necessary, and promoting healthy eating habits.

● Perform light housekeeping duties, such as cleaning, laundry, and organizing, to maintain a safe and clean living environment for clients.

● Coordinate and accompany clients to medical appointments, social outings, and other activities, providing transportation and support as needed.

● Implement personalized care plans developed in collaboration with healthcare professionals and family members, adjusting care approaches as needed to meet clients' changing needs.

● Monitor and document clients' physical and emotional conditions, behaviors, and responses to care, ensuring detailed and timely communication with healthcare teams and family members.

● Assist clients with exercises and physical therapy routines as recommended by healthcare providers, promoting physical activity and mobility.

● Provide respite care for family caregivers, giving them temporary relief while ensuring continuity and quality of care for clients.

● Educate clients and their families about care strategies, health management, and available community resources, empowering them to make informed decisions.

● Maintain a high standard of confidentiality and professionalism, respecting clients' privacy and adhering to all relevant ethical and legal standards.

● Respond to emergency situations promptly and effectively, utilizing first aid and CPR skills as necessary to ensure client safety.

● Participate in ongoing training and professional development to stay updated on best practices in caregiving and to continually improve the quality of care provided.

REFERENCES

Available upon request.

EDUCATION

College in Healthcare Administration

WGU - Utah Valley, UT

Present

High School Diploma

Youthbuild Charter School - San Bernardino, CA

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