Alicia Perry
Temple Hills,MD
Summary
Experienced Supervisor with expertise in surgical scheduling and leading high-performing front desk teams across multiple sites. Proven track record of streamlining operations, enhancing patient care, and optimizing workflow efficiency. Skilled in insurance verification, financial coordination, and documentation management to ensure seamless patient experiences. Extensive background in Perinatology with a strategic focus on improving communication, multi-site coordination, and operational excellence. Dedicated to delivering top-tier patient support while driving team performance and efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Care Rep Supervisor
VHC Health
01.2021 - Current
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Spearheaded and implemented new projects to expand scope of engagement.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled approximately 150+ patients per week and made follow-up calls.
- Answered incoming calls, scheduled appointments and filed medical records in Epic.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Exhibited high energy and professionalism when dealing with patients and staff.
- Answer up to 30+ patient phone calls a day utilizing switchboard phone service and route calls to appropriate staff.
- Helped address patient complaints through timely corrective actions and appropriate referrals to ensure patient experience scores remain high.
- Access the Call Sweet Database to conduct monthly audits of the surgical schedule.
- I oversee and summarize the overall performance of patient call handling for my team each month, and outline actionable steps to improve service quality moving forward.
- Verify insurance coverage prior to scheduling procedures or in-office appointments to ensure that the patient’s benefits are active and applicable.
- Assist with same day outpatient medical coding.
- Educated patients about upcoming surgeries and provided relevant documentation either in person or through their patient portal to ensure they have the information.
- Expertly managed planning, scheduling, and coordination of same-day outpatient procedures.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Updated patient records to reflect upcoming surgeries and medical history in Epic.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
Patient Care Representative
Virginia Hospital Center
01.2020 - 09.2021
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Resolved customer complaints using established follow-up procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Followed up with patients to reschedule missed appointments.
- Coordinated with other departments to facilitate seamless operation and excellent patient care.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Received and routed laboratory results to correct clinical staff members.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Certified Nursing Assistant
DaVita
04.2019 - 01.2020
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs
- Assist the needs of 4 physicians in the operation of medical equipment or provision of patient care.
- Communicate with patients to ascertain feelings or need for assistance or social and emotional support
- Document or otherwise report observations of patient behavior, complaints, or physical symptoms to physicians.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Transport patients to treatment units, testing units, operating rooms, or other areas, using wheelchairs, stretchers, or moveable beds
- Lift or assist others to lift patients to move them on or off beds, examination tables, surgical tables, or stretchers
- Spend the majority of the day in direct one-on-one patient care to provide safe, comfortable and hygienic dialysis treatments
- Monitor patients before, during and after dialysis treatment including measuring and recording stats, patient observations, and hemodialysis machine setup
- Measuring, calculating and adjusting blood flow and fluid removal rates
- Responding appropriately to dialysis-related emergencies.
- Set up and operated dialysis machines for patients receiving treatment for kidney failure.
- Performed routine quality control and safety checks on all equipment.
- Prepared dialysate and priming dialyzer with saline or heparinized solutions.
- Triaged patients in office or by phone to assess severity of conditions.
- Participated in hospital and clinic staff meetings to discuss patient care.
- Called patients post-procedure to inquire about status, recovery and questions.
Lead Dispatch Security Officer
MGM National Harbor
11.2016 - 03.2019
- Provide excellent guest service to guests and employees
- Resolves complaints and issues involving both guests and employees
- CPR/AED Certified
- Monitor alarm system and surveillance cameras
- Act as a First Responder in emergency medical situations
- Relay important information, messages and/or emergencies to or from appropriate personnel using telephones or two-way radios.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Leveraged two-way radio or telephone to dispatch security officers or other personnel throughout the building.
- Operated multi-line telephone system, prioritized emergency phone calls and initiated appropriate action based on incident type and importance.
- Investigated suspicious activities and persons to maintain security of premises.
- Wrote detailed reports of all security breaches and investigations.
- Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
- Answered up to 30+ calls per day to execute service or requests for emergency and routine assistance.
- Trained new hires on company policies, dispatch procedures, and use of relevant technology tools for improved job performance.
Education
Associate of Applied Science - Radiography
Northern Virginia Community College
Alexandria, VA05-2026
Skills
- Medical billing procedures, accurately assign ICD-10 and CPT codes to patient diagnoses, procedures, and treatments
- Surgical & Outpatient Scheduling
- Health information management
- Multi-site Team Leadership
- Familiar with EHR and billing software
- Staff Training & Development
- Patient Advocacy
- Call SWEET! Agent
- Problem Solving & Critical Thinking
- Electronic Medical Records (EMR) Management
- Medical terminology knowledge
- Specialized Scheduling
- Insurance verification
Accomplishments
- Developed a new program to enhance patient experience, resulting in a 3% quarterly reduction in patient complaints and significant improvements in weekly Patient Experience, HCAHPS comments, and MD target reports.
- Successfully completed all leadership development courses.
- Streamlined care processes to eliminate bottlenecks, enhancing patient satisfaction and supporting quality assurance initiatives.
Certification
- Certified Nursing Assistant
- CPR/AED Certification
- Basic Life Support Certification (BLS)
Timeline
Patient Care Rep Supervisor
VHC Health
01.2021 - Current
Patient Care Representative
Virginia Hospital Center
01.2020 - 09.2021
Certified Nursing Assistant
DaVita
04.2019 - 01.2020
Lead Dispatch Security Officer
MGM National Harbor
11.2016 - 03.2019
Associate of Applied Science - Radiography
Northern Virginia Community College
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