Carolann Rivera-Price
About
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Experienced Administrative Professional | Customer Service Specialist 🌟 Elevating Experiences. One Interaction at a Time.
New York, United States
Résumé
Jobs
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Patient Support CoordinatorRivia MindOct 2024 - Current (2 years)Hybrid | Second Shift:
Google Workspace, IntakeQ, Salesforce, Ring Central, Monday.com, Availity, VerifyTx, Nirvana + Various Insurance Eligibility Websites, Leah AI Scheduling Tool -
- Conducts 15+ daily financial screenings, benefits verifications, and manages up to 15+ daily prescription prior authorizations, 15+ daily medical record requests, and various paperwork needs.
- Oversees ad-hoc projects, contributes to SOP development, and streamlines workflows within the patient operations department.
- Schedules appointments for 50+ clinicians, facilitates patient referrals and outreach. Assists with in- Patient Intake CoordinatorRivia MindJul 2024 - Oct 2024 (4 months)Hybrid | First Shift:
Google Workspace, IntakeQ, Salesforce, Ring Central, Monday.com, Availity, VerifyTx, Various Insurance Eligibility Websites:
- Conducts an average of 15 daily financial screenings and benefits verifications.
- Manages up to 50 daily patient correspondence in collaboration with the team.
- Schedules appointments for 100+ clinicians.
- Acts as a liaison between patients and providers to ensure supportive and positive outcomes.
- Oversees various ad-hoc projects and contributes to the development of SOPs and workflow management within the patient operations department.
- Obtains - MScheduling CoordinatorMilestones PsychologyOct 2023 - May 2024 (8 months)Hybrid | 1st & 2nd Shifts | Contract
Google Workspace, Therapy Notes EHR, Nextiva, OpenPath:
• Accomplished Scheduling Coordinator within the therapy division at Milestones Psychology, overseeing seamless administrative scheduling operations.
• Efficiently manage intricate schedules for 6 clinicians, each handling 20-30 daily appointments, optimizing resource utilization.
• Expert in caseload management for diverse session types, including private sessions, group sessions, school observations, workshops, and consultations.
• Proficient in using a clinical EMR Therapy Notes system for precise scheduling of daily, weekly, and monthly psychology sessions, enhancing operational efficiency.
• Skilled in - Patient Support ConciergepMDDec 2022 - Jul 2023 (8 months)Remote | 24/7 Shift Rotating Shift Coverage Call Center | Including 3rd Shift:
Google Workspace, Salesforce, pMD Love Software:
• Provide best-in-class live user support to patients via chat
Assist patients in navigating healthcare needs: online registration, appointment scheduling, and in-network provider research.
• Verify insurance eligibility, benefits, and submit prescription refill requests
• Providing system feedback, basic troubleshooting, reporting bugs/ inconsistencies
• Assist patients in navigating healthcare needs: online registration, appointment scheduling, and doctor research - FMember & Provider Services ConciergeFlume HealthMay 2022 - Sep 2022 (5 months)Remote | Google Workspace, Amazon Web Services, Trestle, ZenDesk, Slack, & Javelina:
• Expert in resolving 60+ daily healthcare insurance plan and claim inquiries through efficient and effective communication with clients, client employees, and their providers.
• Proficient in managing and resolving 100+ incoming tickets and incoming/outbound calls with a high level of customer service via telephone, email, and chat.
• Proven ability to provide collaborative insight on workflows, operations, and training to drive process improvements and enhance team performance
•Providing system feedback, and resolutions or workarounds
• Basic CRM troubleshooting, and reporting bugs/inconsistencies - HPatient Success CoordinatorHyperbaric Medical SolutionsNov 2021 - Jan 2022 (3 months)Temp. | Google Workspace, Charm EHR & SalesForce:
• Provider Calendar Management of scheduling 60+ Daily sequential and recurring appointments for 3 providers, 4 HBOT resources, and 5+ ancillary PRP and IV therapy services
• Patient Account Management: Pre-registration, referral processing, and insurance verifications for 50+ daily future appointments
• Record 20+ daily office inquiries and new patient onboarding processes within Salesforce - Patient Access Specialist IIIHospital for Special SurgeryNov 2020 - Jun 2021 (8 months)Project - Based Temp | MS Office, Salesforce, EPIC Cadence & MS Office:
• Epic Cadence End-User Front Desk On-Site Training at 3+ locations with 10+ new hires, traveling locally and to Lond Island
• Coordinated New Site Front Desk Project, collaborating with stakeholders to ensure accurate on-site workflow training
• Support and managed provider/patient physical therapy scheduling, coordinating schedules
• Oversaw 100+ daily patient inquiries, including appointments, insurance, authorizations, and referrals - ReceptionistRaleigh RadiologyAug 2019 - May 2020 (10 months)MS Office, Salesforce, Synapse RIS & Synapse PACS:
• Floating Intake Specialist for 2 locations.
• Scheduled 80+ daily imaging appointments via telephone or walk-in availability
• Patient demographic intake, insurance verification, registration, and check-in, or pre-registration for daily and/or future appointments.
• Transcribe 50+ daily imaging orders and print 20+ daily reports and Images.
• Collect payments daily and manage end-of-day Account Reconciliation for 50+ daily patients. - PHealthcare Managment Intern (Unpaid)Piedmont Health Services IncJan 2019 - Mar 2019 (3 months)MS Excel / GE Centricity EMR:
• Assisted with measurement of Piedmont Healths services, consumer episodes, and operational
events.
• Facilitate the creation of complex statistical statements on healthcare data.
• Design and oversee the development of working prototypes of technical solutions.
• Manage provider empanelment portfolios to identify new approaches to creative problem-solving.
• Running daily, weekly and monthly reports for client.
• Develop and prepare departmental scorecards & dashboards showing high-level results and trends. - Team Lead, Patient Account RepresentativeWakeMedAug 2015 - May 2020 (4 years 10 months)Education Department - MS Office, Epic Cadence, Infina Connect, Salesforce:
• Traveling Epic Super User and Women's Health Services front desk SME, providing on-site front desk support and training at over 10+ locations.
• Floating support for all front desk end-users at 80+ locations and with 20+ various specialties.
• Conduct new hire training evaluations in 30,60,90 intervals and perform Refresher Training for 15+ new hires per year
• Provided on-site go-live and implementation support, offering expert guidance to end-users for a seamless transition
• Appointment Management / Insurance Inquiries / Authorizations / Referrals for 100+ daily patients in various specialties
Event and Training - Patient Account RepresentativeWakeMedMay 2015 - Aug 2015 (4 months)Women's Services - MS Office, Epic Cadence, Infina Connect, Salesforce:
Front Desk Representative
•Greet and check-in 100+ daily patients, verify insurances, and collect co-pays
•Coordinate and schedule appointments for various providers
•Assist with patient inquiries and provide excellent customer service
Event and Training Coordination
•Organize team events and activities to enhance employee engagement and performance
•Plan and coordinate site-specific training and refresher courses for staff
•Provide support during Rapid Process Improvement Workshops (RPIWs) and Kaizen events
• Insurance Verification, Authorization, and Referral Management
Insurance Verification and Auth
Education
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- SRegents High School Diploma, Honors/Regents High School/Secondary Diploma ProgramSacred Heart High School Yonkers
- Bachelor of Business Administration (B.B.A, Healthcare MangementCampbell University