HIM Specialist and Patient Navigator Call Center
Resume:
Olinder Harris
*********@*****.***
Baton Rouge, LA 70815
Work experience
Patient Navigator
Ochsner Health - Baton Rouge, LA
February 2023 to Present
● Coordinate and facilitate patient care by serving as a central point of contact for patients, families, and healthcare providers
● Assist patients in navigating the healthcare system, including scheduling, coordinating referrals, and obtaining necessary authorizations
● Answer of inbound calls.
● Ensure compliance with regulatory standards related to patient privacy (HIPAA) and safety protocols within the healthcare setting
● Collaborate with insurance companies or third-party payers to obtain pre- authorization for medical procedures or treatments when necessary
● Provide emotional support to patients during challenging times by actively listening empathetically
HIM Specialist
Ciox Health - Baton Rouge, LA
July 2022 to November 2023
● Received and processed requests for patient health information in accordance with Company and Facility policies and procedures.
● Interacted with requestor to identify medical records needed for continuity of care, review, billing, or release of information
● Inform manager of work, site difficulties, and/or fluctuated volumes.
● Responsible for safeguard of patient records and ensured compliance with HIPAA standards.
● Prepared new patient charts, gathering documents and information from paper sources and/or electronic health record using Epic, Health Source, and Excel.
● Ensured medical records are assembled in standard order and are accurate and complete.
● Created digital images of paperwork to be stored in the electronic medical record using Pro Scan.
● Responded to requests for patient records, both within the facility and by external sources, retrieving them and transmitting them appropriately using EHR Epic
● Answered of inbound/outbound calls.
● Assisted with patient walk-ins.
● Assisted with administrative duties such as handling faxes, opening mail, and data entry.
● Must meet productivity expectations as outlined at specific site.
● Scheduled pick-ups.
● Other duties as assigned.
● Work remote from home
Call Center Representative
HORNE LLP
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February 2020 to June 2022
● Handled a high volume of inbound customer calls, averaging 60-80calls per day.HORNE policy including but not limited to fielding caller inquiries, directing callers to the appropriate staff member, or taking messages for internal staff
● Provided excellent customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
● Utilized CRM software to document and track customer interactions, ensuring accurate record-keeping and follow-up actions
● Achieved an average call resolution rate of 95-100%, exceeding departmental targets
● Implemented effective strategies to de-escalate challenging situations with upset or irate customers while maintaining professionalism at all times
● Collaborated with cross-functional teams to escalate complex issues and ensure prompt resolution for customers
● Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
● Provided administrative support such as copied, scanned, email, filed and faxed documents as needed
● Provided strong written and verbal communication skills, which includes active listening
● Assisted in training new team members on company policies, procedures, and best practices for delivering exceptional service
● Follow communication “scripts”.
● Be an active listener and help resolve customer inquiries
● Provided a meaningful and positive experience with every customer interaction Medical Front Office Coordinator
A Hand When Needed, Inc - Baton Rouge, LA
June 2015 to February 2020
● Managed patient check-in and check-out process, ensuring accurate collection of demographic and insurance information
● Scheduled appointments for patients, optimizing provider schedules to maximize efficiency and minimize wait times
● Verified insurance coverage and obtained pre-authorizations for procedures, reducing claim denials by 100%
● Maintained electronic medical records (EMR) system, accurately documenting patient information and updating records as necessary
● Responded to patient inquiries in a timely manner, providing exceptional customer service and resolving issues effectively
● Coordinated referrals to specialists, obtaining necessary documentation and scheduling appointments for patients
● Assisted with billing processes, including verifying charges, submitting claims, and following up on outstanding balances
● Managed office inventory of supplies and equipment, ensuring availability of necessary items while minimizing costs
● Collaborated with healthcare providers to ensure seamless coordination of care for patients across multiple departments or facilities
● Performed regular audits of medical records to ensure compliance with HIPAA regulations
● Assisted in the implementation of electronic health record (EHR) system integration within the clinic
● Maintained confidentiality of patient information at all times according to privacy laws
● Served as a liaison between patients and healthcare providers regarding appointment scheduling changes or cancellations
● Collaborated with medical billing team to resolve coding discrepancies resulting in faster reimbursement turnaround time
● Managed incoming phone calls professionally while addressing inquiries or routing them appropriately
● Demonstrated strong organizational skills by maintaining an efficient filing system for medical records
● Contributed to improving overall clinic operations through active participation in team meetings and process improvement initiatives
● Assisted in the coordination of patient referrals to other healthcare facilities or specialists as needed
● Maintained a clean and organized front office area, creating a welcoming environment for patients
● Provided administrative support to medical staff, including scheduling meetings, preparing documents, and managing correspondence
● Collaborated with insurance companies to verify coverage and obtain necessary authorizations for procedures
HIM Specialist
Baton Rouge General Hospital
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January 2005 to April 2015
● Answered telephone calls, letters and in person requests regarding release of information
● Sorted and/or prepared hard copy records for scanning – document preparation
● Scanned hardcopy files to electronic images. Assured a quality image
● Followed production procedures and completing internal documentation & tracking
● Adhered to Imaging Center guidelines of maintaining clean work environment
● Corrected and indexed charts
● Made certain all documents were entered in online system
● Released information on system for doctors and nurses to review
● Handled requests and tracked charts in Medsoft online system
● Distributed medical records
● Courier-Picked up medical records from Bluebonnet BR General and transferred records to Mid City.
● Lifted bags weighing 60-75 lbs.
● Ensured that all discharged records are received from the units for document imaging.
● Experienced in EHR documentation
● Assisted in Medicare audits and appeals.
● Obtained information needed to ensure timely & accurate completion of audits and compliance with audit requirements.
● Reviewed medical records & billing-related documents; identifies discrepancies in patient records and/or documentation; communicates with physicians’ offices to obtain patient records and all other information required by audit. Clerk II
Louisiana Department Office of Environmental Quality Add location
August 2002 to December 2004
● Assigned as Front Desk Receptionist to answer multi-line telephone and direct calls
● Maintained state and city phone directories for the department
● Processed orders for adding and deleting phone lines
● Reported all maintenance and housekeeping issues to Office of State Buildings
● Performed data entry tasks
● Kept track of scheduled appointments
● Filed weekly charts for Chemical Section
● Sorted process mail and delivered mail
Clerk II
Louisiana Department of Financial Institution - Baton Rouge, LA August 2000 to August 2002
● Answered questions regarding license renewal and looked up information in database
● Completed all necessary paperwork in an accurate and efficient manner
● Facilitated the data entry of accounts receivable for license renewal
● Performed data entry tasks
● Coordinated license renewal and services with appropriate personnel
● Maintained files of all clients account profile information and referral source data in FoxPro
● Issued renewal licenses to broker
● Sorted process mail and delivered mail
Education
Medical Office Admin.
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Delta College of Arts & Technology, Inc. - Baton Rouge, LA August 2004 to December 2005
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