Valerie Robinson
Richmond
Summary
Results-driven professional with extensive experience in customer support, records management, and staff training. Proven ability to enhance service quality and streamline processes, ensuring exceptional patient care and satisfaction.
Dedicated Financial Clearance Representative with a strong focus on client relationship building and process improvement. Expertise in managing patient records and optimizing workflows has resulted in increased efficiency and customer satisfaction across healthcare services.
Dynamic and detail-oriented professional with a rich background in healthcare coordination. Recognized for implementing performance improvements and training staff, contributing to streamlined operations and enhanced patient experiences.
Experienced with managing client relationships and addressing customer concerns efficiently. Utilizes effective communication and problem-solving skills to resolve issues promptly. Strong understanding of customer service principles and maintaining high satisfaction levels.
Overview
33
33
years of professional experience
Work History
Financial Clearance Representative
VCU Health System
Richmond, VA
09.2010 - Current
- Facilitated patient communication, ensuring clarity and understanding of healthcare information.
- Coordinated appointment scheduling to optimize patient flow and reduce wait times.
- Implemented process improvements that enhanced team efficiency and service quality.
- Trained new staff on operational protocols and customer service standards.
- Managed patient records with accuracy, ensuring compliance with healthcare regulations.
- Mentored junior representatives in conflict resolution and effective communication techniques.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Collaborated with healthcare providers to streamline referral workflows.
- Trained new staff on referral management systems and protocols.
- Verified insurance benefits and eligibility for [Type] procedures before referring clients.
- Streamlined referral processes for increased efficiency, resulting in timely appointments for patients.
- Scheduled appointments with specialists on behalf of clients.
- Managed high-volume referral requests by prioritizing tasks and maintaining organized records.
- Obtained prior authorization for Outpatient procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assisted patients in navigating insurance requirements, facilitating approval of necessary treatments.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Facilitated referrals to other healthcare providers and resources to bridge service gaps.
- Assisted with completion of referral forms and verified data accuracy and completion
Healthcare Referral Coordinator
VA Premier Health Plan
Richmond, VA
12.2000 - 07.2010
- Coordinated patient referrals to ensure timely access to specialty care
- Collaborated with healthcare providers to streamline referral processes
- Managed electronic health records to maintain accurate patient information
- Developed and implemented workflow improvements for referral tracking
- Trained and mentored new staff on referral management best practices
- Analyzed referral patterns to identify opportunities for process enhancement
- Facilitated communication between patients and providers for seamless service delivery
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Called insurance companies to get precertification 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.
Healthcare Unit Secretary
Memorial Regional Medical Center
Mechanicsville, VA
04.1993 - 06.2000
- Managed patient admissions and discharges to ensure smooth operational flow.
- Coordinated communication between medical staff, patients, and families for effective care delivery.
- Scheduled appointments and maintained calendars for healthcare providers efficiently.
- Processed patient records and documentation accurately in electronic health systems.
- Implemented streamlined administrative procedures to enhance office efficiency.
- Trained new staff on office protocols and hospital policies to ensure compliance.
- Resolved patient inquiries and concerns promptly, enhancing overall satisfaction levels.
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
Education
High School Diploma -
John Marshall High School
Richmond, VA06-1991
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Client relationship building
- Staff training
- Records management
- Telephone reception
- Performance improvement
Accomplishments
- Supervised team of 20 staff members.
Timeline
Financial Clearance Representative
VCU Health System
09.2010 - Current
Healthcare Referral Coordinator
VA Premier Health Plan
12.2000 - 07.2010
Healthcare Unit Secretary
Memorial Regional Medical Center
04.1993 - 06.2000
High School Diploma -
John Marshall High School