Donna Massey
Knightdale
Summary
Dedicated professional with a strong background in referral coordination and administrative support. Experienced in managing high volumes of referrals while maintaining exceptional patient care and ensuring adherence to insurance requirements.
Overview
29
29
years of professional experience
Work History
Referral Coordinator
Raleigh Pediatric Associates
Raleigh, NC
05.2020 - 09.2026
- Developed standardized procedures for referral coordination, improving workflow consistency across departments.
- Analyzed referral patterns to identify areas for process improvement and enhanced patient outcomes.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Scheduled appointments with specialists on behalf of clients.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Called insurance companies to get pre-certification and other benefits information on behalf of patients.
- Served as a liaison between primary care physicians, specialists, and patients to ensure timely access to needed services.
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Assisted with staff training initiatives related to the referral process, sharing expertise gained from professional experience.
Front Desk Receptionist/Administrative Clerk
Raleigh Pediatric Associates
Raleigh, NC
06.1997 - 05.2020
- Conducted front desk operations, greeting patients and addressing inquiries professionally.
- Trained new staff on front office procedures and best practices for customer service.
- Assisted in processing insurance claims, ensuring accuracy and timely submissions.
- Demonstrated adaptability by quickly learning new software programs and adapting to changes in office policies or procedures as needed.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Maintained a clean and welcoming reception area to ensure a positive first impression for all visitors to the medical facility.
- Supported office staff and operational requirements with administrative tasks.
- Increased patient satisfaction, managing insurance verifications and addressing billing inquiries professionally and promptly.
- Managed multi-line phone system and pleasantly greeted patients.
- Contributed to a positive work environment through effective teamwork and collaboration with colleagues in both front office and clinical roles.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Education
Associate of Arts - Fashion Merchandising
Hardbarger Business College
Raleigh, NCSkills
- Referral management
- Insurance verification
- Pre-authorizations
- Appointment scheduling
- Documentation accuracy
- HIPAA regulations
- Onboarding Support
Timeline
Referral Coordinator
Raleigh Pediatric Associates
05.2020 - 09.2026
Front Desk Receptionist/Administrative Clerk
Raleigh Pediatric Associates
06.1997 - 05.2020
Associate of Arts - Fashion Merchandising
Hardbarger Business College