Totiana Roundtree
Charlotte
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Patient Services Coordinator
Novant Healthcare
02.2024 - Current
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Verified patient insurance eligibility and entered patient information into system.
Care Navigator (Contract)
United Health Group / Optum
06.2023 - 02.2024
- Completed outbound/Inbound telephonic outreach to members utilizing auto dialer and manual dialing
- Provided emotional support to patients and families during difficult times, fostering trust and rapport within the therapeutic relationship.
- Reduced hospital readmissions for patients through proactive follow-up and continuous communication.
- Educated member on gaps in care and assisted with scheduling provider appointments.
- Conducted comprehensive assessments of patient needs, developing individualized care plans accordingly.
- Monitored progress towards identified goals, adjusting care plans as needed based on evolving circumstances.
EVS Technician
Atrium Healthcare
11.2021 - 06.2023
- Enhanced facility cleanliness by implementing efficient waste disposal and recycling procedures.
- Reduced cross-contamination risks by thoroughly sanitizing high-touch surfaces in patient rooms and common areas.
- Maintained a safe environment for patients, staff, and visitors by performing regular inspections of equipment and facilities.
- Streamlined workflow processes for increased productivity by implementing efficient cleaning techniques and procedures.
- Increased safety awareness within the department by conducting regular equipment inspections and reporting any issues promptly.
Inpatient Unit Clerk
Children's Hospital Of Philadelphia, CHOP
08.2016 - 10.2021
- Executed clerical tasks and assisted with united duties
- Conducted patient intake interviews, recording and documenting relevant information.
- Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and coordinating with other departments.
- Prepared reports, invoices, letters, and medical records using word processing, spreadsheet, and other software applications.
- Managed challenging situations involving upset family members or visitors with professionalism, exhibiting empathy while ensuring adherence to hospital policies.
Medical Assistant /Medical Records File Clerk
University Of Pennsylvania Hospital.
07.2013 - 08.2016
- Organized patients charts, gathered medical histories, lab results and consents
- Prepared patients for examination by performing preliminary physical test; taking blood pressure, weight, and temperature; and reporting patient history summary
- Retrieved medical charts for healthcare staff for filing in medical records
- Managed release of information request and identified requestors as patient, relation or provided
- Entered patient insurance, demographic and health information into software and confirmed records.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
Education
Associate of Science - Science And Technology
Community College of Philadelphia
Philadelphia, PADiploma - Medical Assistant
Kaplan Career Institute
Philadelphia, PA01.2013
High School Diploma -
Faith Connection Christian Academy
Philadelphia, PA01.2012
Skills
- Administrative and Office Support
- Conscientious and Detail-oriented
- Effective Written and Verbal Communication
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Computer Literacy
- Project Management Tools
- Medical terminology knowledge
- Adaptable and Flexible
- Policy and Procedure Adherence
- Patient support
Timeline
Patient Services Coordinator
Novant Healthcare
02.2024 - Current
Care Navigator (Contract)
United Health Group / Optum
06.2023 - 02.2024
EVS Technician
Atrium Healthcare
11.2021 - 06.2023
Inpatient Unit Clerk
Children's Hospital Of Philadelphia, CHOP
08.2016 - 10.2021
Medical Assistant /Medical Records File Clerk
University Of Pennsylvania Hospital.
07.2013 - 08.2016
Associate of Science - Science And Technology
Community College of Philadelphia
Diploma - Medical Assistant
Kaplan Career Institute
High School Diploma -
Faith Connection Christian Academy
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