Senior Medical Administration & Patient Support Specialist

ALYZSA JASTYNNE B. LU

******.********@*****.*** 818-***-****

EXPERIENCE

Senior Medical Representative

Oct 2023 – July 2024 Providence Facey Medical Foundation Valencia, CA

•Assists to greet patients into department, answer phones, take phone messages, verify patient demographics and future appointments or referrals

•Prepares medical records, clinical reports, referrals, and forms for follow-up to the appropriate department(s) according to established document and referral protocols

•Assists with handling complains in a professional manner and refers to the Director, Supervisor, Lead or Patient Liai

•Assist Charge Nurse as needed with Provider assignments and other tasks

•Assists with monitoring triage sign-in sheet, exam room readiness, and laboratory waiting room, to ensure that all patients are appropriately called and proactively coordinates communication between patient, physician, and staff

•Assists to ensure department has adequate level of supplies, orders supplies as directed

•Provides administrative functions and clerical tasks as needed

Patient Service Representative - Float

Dec 2022 – April 2023 Cedars Sinai Los Angeles, CA

•Greets patients and assist in resolving patient issues or raising patient issues

•Check-in and check-out patients and collect copayments/give receipts/reconcile payments; verifies that patient demographic and insurance information is accurate on CS-Link

•Schedule appointments, complete patient registration, collect patient payments

•Assists with the management of physician schedules and finds opportunities for improvement; handle patient/provider correspondence as instructed

•Process and track referrals and authorizations for various insurance types

•Explains policies, procedures, or services to patients using administrative knowledge

•Participates in daily huddles and staff meetings

•Actively promotes and practices infection prevention standards and all department policies and procedures

Referral Specialist

Dec 2021 – Apr 2022 Centene, HealthNet Glendale, CA

•Process Long Term Care authorization requests

•Transport authorization requests

•Denial letters for Fee for Service members

•Verify eligibility and process for 3 different lines of business (Medi-cal, Medicare and Commercial)

•Update, log or review excel sheets

•Must adhere to all company and department policies and guidelines

•Able to adapt to changes on a daily basis

Appointment Clerk

June 2019 – Sept 2019 Kaiser Permanente, Call Center Los Angeles, CA

•Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines

•Compose messages to providers or other medical staff based on member requests

•Utilizing databases to give information to members and other calls as requested

•Insurance verification and knowledge, refer members to eligibility department as appropriate

•Notify members of appointment/scheduling changes by telephone as directed

•Schedule, reschedule and/or verify appointments

•Contact the appropriate department to obtain medical record numbers of new enrollees

•Assist in resolving problems related to duplicate medical record numbers

•Initiate change of physician requests and forms for corrected medical record numbers

•Verify and update member demographics, perform on-line inquiry functions

•Perform data retrieval of computerized data and record and maintain activity logs

Appointment Clerk

Oct 2018 – June 2019 Kaiser Permanente, Psychiatry Los Angeles, CA

•Answer incoming calls, make outgoing calls and check voicemails

•Determine type of appointment needed, determine appointment availability and schedule appointments

•Determine if calls are urgent or emergent and refer to RNs, ODs as appropriate following established guidelines

•Prioritize member’s need and offer alternatives to members when appropriate

•Verify and update member demographics

•Compose messages to providers or other medical staff based on member requests

•Utilize databases to give information to members as requested

•Insurance verification and knowledge, refer members to eligibility department as appropriate

•Notify members of appointment/scheduling changes by telephone as directed

•Answer member inquiries and Schedule, reschedule and/or verify appointments

•Train and orient new or less experienced personnel

•Serve as resource persons to co-workers and assist in problem solving

•Perform other activities and duties as directed

•Initiate telephone calls to physicians or other medical office staff when indicated to assist members

Appointment Clerk

Apr 2018 – Sept 2018 Kaiser Permanente, Call Center Woodland Hills, CA

•Determine call urgency and refer to RN’s following established guidelines

•Compose messages to providers or other medical staff based on member requests

•Utilizing databases to give information to members and other calls as requested

•Insurance verification and knowledge, refer members to eligibility department as appropriate

•Notify members of appointment/scheduling changes by phone as directed

•Schedule, reschedule and/or verify appointments

•Contact the appropriate department to obtain medical record numbers of new enrollees

•Assist in resolving problems related to duplicate medical record numbers

•Initiate change of physician requests and forms for corrected medical record numbers

•Verify and update member demographics, perform on-line inquiry functions

•Perform data retrieval of computerized data and record and maintain activity logs

Client Service Manager

Sept 2013 – Apr 2018 Absolute Home Care, Inc. Santa Clarita, CA

•Office Responsibilities

-Respond to all calls, check voicemails, relay messages, touch base with all inquiries

-Intake referrals, answer and inquire questions regarding potential clients

-Follow up with clients and family via phone call, letters or email

-Keep inventory on office supplies and restock on a budget-based interval

-Schedule water delivery and paper shredder pick-up/delivery

•Billing and Payroll Management

-Process payroll for all employees on a weekly basis

-Responsible for accounts payable for partnering businesses and billing statements

-Generate weekly/monthly billing reports and invoices for clients to review based on preference -

Distribute weekly payroll reports for employees to review

-Print and mail bi-weekly payroll reports for caregiver

•Client and Caregiver Database Support (ClearCare Software)

-Create a client profile and add details (Date of birth, Marital Status, Daily Routines, Medication Reminders, Primary Doctor information, POA and DNR documents)

-Long term care insurance verification reviews based on company policy

-Manage and adjust scheduled appointments for both clients and caregivers

-Monitor all caregivers work schedules for accurate reporting and billing

Hemodialysis Technician

Feb 2011 – June 2011 North Valley Kidney Center Granada Hills, CA

•Prepare Dialysis Machine, assembling necessary supplies

-Setup dialysate according to established procedure and the dialysis prescription

-Assembles and prepares the dialysis extracorporeal

-Verify the absence of residual sterilant

-Tests monitors and machine functions, including alarms, conductivity and temperature. -

Sets monitors and alarms according to unit and manufacturer protocols

•Prepare Patient for Dialysis Machine

-Obtains and documents pre-dialysis vital signs, weight, and temperature

-Inspects a patient’s dialysis access

-Administers local anesthesia, inserts needles, and initiates dialysis according to unit protocol and patient prescription

-Documents treatment parameters and communicate patient condition and issues to Registered Nurse Administers anticoagulant according to unit protocols and prescription

-Measures and adjusts blood flow rates according to established protocols and prescription - Calculates and adjusts fluid removal rates according to established protocols and prescription - Monitors patients and equipment, responds to alarms, and readjusts treatment parameters as defined by established protocols and individual patient requirements

•Dialysis Ending Session for Patient

-Changes fluid removal rate and patient position, and administers replacement saline as directed by registered nurse, physician order, or unit protocol

-Responds appropriately to dialysis related emergencies such as hypotensive episodes, needle displacement or infiltration, clotting episodes, blood leaks, air emboli, etc. Initiates cardiopulmonary resuscitation (CPR) in the event of a cardiac arrest, if necessary

-Discontinues dialysis and establishes hemostasis following unit protocol

-Inspects, cleans, and dresses access according to unit protocol

-Obtains and records post-dialysis vital signs, temperature, and weight

-Discards dialysis supplies and sanitizes equipment according to manufacturer and unit protocol - Communicates emotional, medical, psychosocial, and nutritional concerns to the registered nurse - Maintains professional conduct, good communication skills, and confidentiality in the care of patients - Collaborates with registered nurse in identifying and meeting patient education goals

EDUCATION

Kaplan College Panorama City, CA Medical Assistant Diploma 2012

Anderson Medical College North Hollywood, CA Hemodialysis Technician Certificate 2011

Allan F. Daily High School Glendale, CA High School Diploma

SKILLS

•Office Management and Reporting

•Call Management with Multiline Polycom Setup

•Microsoft 365 (Outlook, Word, Excel, Access)

•60 WPM Data Entry

•Proficient in HIPPA Compliance and Medical Terminology

•CPR and First Aid Certified

•Fire and Safety Trained

•EPIC, CS-Link, ClearCare, QuickBooks 2014, Adobe

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