La'Shownia Chapman

Front Desk Concierge

(August 2022 - February 2023)

• Managed incoming phone calls for appointment scheduling and medication refill requests.
• Created and routed patient encounters to providers for medical concerns.
• Checked patients in and out, ensuring a smooth and efficient front desk experience.

Front Desk Manager

(February 2023 - March 2024)

• Interviewed, onboarded, and trained new front desk staff in office protocols including check-in/check-out procedures and patient verification/authentication.
• Reconciled and batched daily payments; ensured secure handling of cash by depositing into lock box.
• Addressed and resolved both patient complaints and internal concerns from front desk team members.

Financial Services Coordinator

(March 2024 - April 2025)

• Verified insurance coverage, including eligibility, benefits, and pre-authorizations; communicated coverage details to patients.
• Provided financial counseling, including explanation of co-pays, deductibles, and out-of-pocket costs; helped patients set up payment plans or apply for financial aid.
• Created OB contracts for maternity patients with commercial insurance to outline financial responsibilities before care.
• Created surgery prepayment contracts for patients with upcoming procedures who had out-of-pocket balances.
• Resolved billing inquiries and discrepancies in collaboration with the billing department.
• Contacted patients with outstanding balances to arrange payment, using empathetic communication.
• Processed payments (cash, checks, credit cards) and reconciled daily transactions; prepared financial reports as needed.
• Partnered with front desk and patient services teams to ensure accurate patient data collection, comprehensive insurance documentation, and seamless administrative workflows, enhancing overall operational efficiency and patient experience.

• Served as the primary contact and maintained accurate on-call scheduling for all RSFPP physicians.
• Performed financial reconciliation, payment research, scheduled appointments, and verified insurance.
• Delivered accurate and efficient telehealth services.
• Peer interviewer assisting in candidate interviews and onboarding.
• Trained and supported new hires in their roles.

• Delivered excellent customer service to both internal and external clients.
• Exceeded sales goals for AT&T products and services.
• Handled digital payments, refunds, billing disputes, and payment arrangements.
• Deescalated customer issues to ensure retention and satisfaction.