Cynthia Wheatley
Hendersonville
Summary
Experienced care coordination and support professional with a background in healthcare and system navigation. Skilled in supporting care managers through documentation, follow-up, outreach, and coordination across medical, behavioral health, and community systems. Known for accuracy, clear communication, and maintaining boundaries while working with individuals and families navigating complex services.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Pardee BlueMd
Arden
05.2024 - 11.2025
- Supported care coordination through high-volume communication with patients and families regarding appointments, referrals, and next steps in care.
- Entered and maintained accurate patient information in EPIC EMR, ensuring compliance with documentation and confidentiality standards.
- Coordinated follow-up tasks and relayed information between patients, providers, and care teams.
- Assisted individuals in understanding processes and navigating healthcare systems, escalating concerns appropriately.
- Worked within established workflows and protocols to support continuity of care across multiple clinic locations.
- Assisted patients with scheduling appointments and managing their healthcare needs.
- Collaborated with medical staff to facilitate effective communication and patient care.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed positive relationships with customers through friendly interactions.
Case Management Assistant
Pardee Memorial Hospital
Hendersonville
04.2023 - 07.2023
- Provided administrative and coordination support to hospital case managers
- Communicated with patients and families regarding benefits, coverage, and discharge planning processes
- Coordinated referrals for post-acute services including home health, skilled nursing, and assisted living
- Documented care coordination activities and updates in EMR systems to support compliance and continuity
- Maintained accurate patient records within the hospital management system.
- Supported discharge planning by providing necessary documentation and resources.
- Provided support services such as assessment, information and referral, advocacy, crisis intervention, and follow-up services.
- Made referrals to utilize community resources for resident's needs.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
Patient Access Representative – Outpatient Radiology
Pardee Memorial Hospital
Hendersonville
10.2022 - 02.2023
- Collected and verified patient demographic and insurance information with attention to accuracy
- Supported patients through registration and documentation requirements
- Maintained organized electronic records and adhered to HIPAA standards
- Coordinated with clinical staff to ensure appropriate scheduling and information flow
- Assisted patients with registration forms, addressing questions and concerns promptly.
- Collaborated with medical staff to improve access services and streamline workflows.
- Collected co-pays and other payments from patients at time of service.
- Answered phones promptly in a professional manner.
- Scanned documents into electronic medical records system.
- Verified insurance coverage for services provided by the facility.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
Education
Bachelor of Arts - Social Sciences / Sociology
Northern Michigan University
Marquette, MISkills
- Effective communication
- Problem solving
- Attention to detail
- Tactful and diplomatic
- Critical thinking
- Data entry
- Typing proficiency
- Documentation
- Call triaging
- Medical terminology
- Money handling
- Cultural awareness
- Multi-line telephone operations
- Refunds processing
- Scheduling
- EPIC charting
- Care coordination
- Patient registration
- Healthcare navigation
- Referral coordination
- Insurance verification
- Crisis intervention
- Conflict resolution
References
Available upon request
Timeline
Customer Service Representative
Pardee BlueMd
05.2024 - 11.2025
Case Management Assistant
Pardee Memorial Hospital
04.2023 - 07.2023
Patient Access Representative – Outpatient Radiology
Pardee Memorial Hospital
10.2022 - 02.2023
Bachelor of Arts - Social Sciences / Sociology
Northern Michigan University