Rashida H. Ward Email & Phone Number

Strawberry Mansion

- Managed a multi-disciplinary team at Oak Street Health, ensuring high-quality clinical care for frailty patients in their homes- Implemented operational initiatives and continuous improvement strategies to drive results and improve patient experience- Built strong relationships with care teams and collaborated with Medical Director to make decisions in the best interest of patients and drive market success

- Leads a team of care coordinators and ensured each demonstrated proper phone etiquette, adhered to HIPAA compliance guidelines, followed process flow, input internal documentation, and accessed relevant continuous training.- Managed care coordination side of EPIC, including working in cross-departmental atmosphere to collaborate with IT, group / account management, implementation, and provider relations to create and maintain processes to improve patient and provider experience.- Developed training for care coordination team in line with established process.- Listened to and scored calls from team based on QA metrics and provided feedback as necessary.- Monitored live waiting room in care coordination dashboard as well as Vonage / MAX call center to ensure adequate staffing and patient wait times.- Shared weekly reporting responsibilities.- Provided individualized care coordinator goals and pathways to maximize ownership and execution of team and organizational goals with weekly one-on-ones to measure progress.- Monitored care coordination in real-time to ensure KPIs were met and identified areas of opportunity.- Motivated and supported care coordinators through feedback and communication.- Constructed job aides for urgent care and care coordinators to ensure prompt care for EPIC and B2B patients.- Facilitated training for care coordination team on EPIC and B2B side of business.- Improved patient experience by decreasing wait times with implementation of new processes and procedures.

- Acted as primary point of contact responsible for responding to patient inquiries, communicating with pharmacies, and facilitating patient and provider connections.- Managed patient virtual waiting room and coordinated with provider schedules.- Triaged patients appropriate for telemedicine. Contacted and managed interactions with patients, medical providers, and pharmacies. Responded to patient inquiries via online chat feature, email, and phone.- Helped facilitate seamless patient-to-provider interaction.- Monitored and evaluated management programs and operations to ensure optimal efficiency and effectiveness.- Identified training needs and assisted in development of program and training materials. Ensured Epic program functions operate in accordance with billing and compliance requirements and overall mission of Walmart Virtual Care.- Monitored internal communications and reports for urgent or unresolved customer MyChart issues.- Ensured care coordinator staff prioritized daily assignments.- Built provider templates within Epic Hyperspace.

- Served as primary patient point of contact for inbound and outbound sales and service calls.- Identified patient needs, clarified information, arranged for patients to receive supplies on ongoing basis, and provided solutions or alternatives.- Met all personal and team qualitative and quantitative targets. Confirmed accuracy of patient eligibility and medical information to effectively facilitate order fulfillment.- Processed orders, returns, or incorrect orders with accuracy by working through complex systems and processes.- Communicated patient and insurance billing process to ensure patient understood economic responsibility.- Collected payment or made payment arrangements.- Verified order status and correctly relayed tracking information. Scheduled RT refits and phone visits for patients.- Educated patients on value of sleep therapy and resupply program.- Upsold patients on items to improve sleep therapy experience. Maintained in-depth knowledge of current marketing promotions. Expedited patient problems and complaints with resolutions to maximize satisfaction.- Documented patient account accurately to ensure comments, discussions and concerns were captured correctly.- Attended frequent training to improve knowledge and performance levels.- Offered ideas, suggested changes, and identified opportunities to enhance business growth in positive and constructive manner.- Adhered to HIPAA guidelines.

- Investigated, triaged, and resolved patient issues professionally, ensuring outstanding experience for patients.- Created welcoming and professional environment for patients and visitors by demonstrating exceptional customer service.- Managed needs of patients and visitors, resolving patient issues and providing service recovery.- Performed patient registration, pre-visit, insurance verification, scheduling, and desk activities according to standards and guidelines.- Performed point of service activities including visit preparation, co-pay collection, patient tracking, and record tracking while ensuring accuracy.- Facilitated accurate meeting compliance, organizational quality, and productivity standards.- Entered and maintained confidential and accurate patient information including billing and payment information.- Encouraged patient utilization of front-end technology and provided guidance, encouragement, education, and hands-on training.- Recruited, enrolled, and educated patients on MyChart and appointment pass impacting utilization rates and enhancing patient experience.- Followed standards and guidelines for telephones etiquette and service when interacting with patients.- Performed screening and scheduling of interpreter services.

- Placed and received outreach calls to and from members regarding benefit questions or issues.- Maintained documentation of accurate member demographic information and monitored triggers for case creation from multiple sources.- Managed case load of 200 members and met productivity, schedule adherence, and quality standards.- Provided excellent customer service to providers and members. Resolved customer service inquires including appointments, transportation, and authorizations.- Advocated, informed, and educated beneficiaries on services, self-management techniques, and health benefits.- Conducted assessments to identify barriers and opportunities for intervention.- Developed care plans aligned with physician & treatment plans and recommended interventions aligned with proposed goals.- Generated referrals to providers, community-based resources, appropriate services, and other resources to assist in goal achievement.- Coordinated, facilitated, and evaluated with multi-disciplinary health care team as necessary to ensure care plan goals were achieved and maximized member outcomes.- Assisted in identifying opportunities for alternative care options based on member needs and assessments.- Documented all encounters with providers, members, and vendors in appropriate system in accordance with internal and established documentation procedures.

- Coordinated field assignments effectively and efficiently for patient care interpreter.- Reviewed and processed members’ electronic documents for deficiencies using standard procedures.- Performed accurate data entry while verifying and insuring integrity of quality and criteria for reporting purposes.- Mailed all HIPAA and health care proxy forms to members or recipients.- Assisted in voluntary and involuntary dis-enrollment of members by verifying, processing, and submitting documents to Maximus and human resources administration.- Trained staff members and created job aids to assist with training.- Maintained partnership marketing reports and team transfers.- Created survey monkey clean-up for staff to work diligently and efficiently ((clarify)).- Created and modified cases in UAS-NY system.

Bachelor Of Science - Bs, Health/Health Care Administration/Management

Associate'S Degree, Medical Office Management/Administration