Julia Hendrix
Alcoa
Summary
Compassionate and detail-oriented healthcare professional with 17 years of experience in clinical coordination, patient support, and direct care. Proven ability to communicate effectively with diverse populations, streamline administrative processes, and deliver high-quality, empathetic service. Skilled in EHR systems, care coordination, medication support, and customer service within fast-paced healthcare environments.
Overview
10
10
years of professional experience
Work History
Clinical Administrative Coordinator
Landmark Health
Knoxville
05.2023 - Current
- Scheduled appointments in accordance with facility calendar and provider availability.
- Provided direct support to clinicians in the form of appointment reminders, follow-up calls, and other related duties.
- Acted as a liaison between patients, providers, and interdisciplinary teams to facilitate seamless care coordination and communication.
- Maintained and updated patient records in electronic medical systems (e.g., Salesforce, EMR) with a high degree of accuracy and confidentiality.
- Managed inbound and outbound calls to support patient engagement, confirm appointments, and provide necessary pre-visit instructions.
- Collaborated with clinical leadership and field teams to prioritize urgent cases and optimize care delivery workflows.
- Processed referrals, authorizations, and service requests in compliance with internal policies and healthcare regulations.
- Supported quality improvement initiatives by tracking patient outcomes, and assisting in data collection and reporting.
- Handled administrative tasks such as faxing, scanning, and documentation management to ensure operational efficiency.
Customer Service Representative
CVS Caremark
Knoxville
06.2018 - 05.2023
- Provided high-quality customer service by assisting members, providers, and pharmacies with inquiries regarding prescription benefits, coverage, claims, and prior authorizations.
- Resolved issues efficiently and empathetically, ensuring a positive customer experience while adhering to HIPAA guidelines and company policies.
- Educated members on pharmacy benefits, mail-order services, copays, and formulary changes to promote understanding and compliance.
- Processed prescription requests, verified member eligibility, and updated account information accurately using internal systems.
- • Collaborated with pharmacists, technicians, and insurance teams to resolve escalated issues, and support timely medication delivery.
- • Met or exceeded key performance indicators (KPIs), such as call quality, first-call resolution, and customer satisfaction scores.
- • Navigated multiple computer systems simultaneously while handling a high volume of inbound and outbound calls in a fast-paced environment.
- • Participated in ongoing training to stay current on healthcare regulations, benefit plan changes, and system updates.
Direct Support Professional Caregiver
D & S Residential
Knoxville
09.2015 - 06.2018
- Provided compassionate, hands-on care to individuals with developmental and/or physical disabilities in a residential group home setting.
- • Assisted with daily living activities, including bathing, grooming, dressing, toileting, and feeding, while promoting dignity and independence.
- Administered medications and documented administration per physician orders and company protocols.
- Monitored and recorded residents' health, behavior, and progress; reported any changes to nursing staff or case managers promptly.
- Supported residents in community integration, transportation to appointments, and participation in recreational activities.
- Maintained a clean, safe, and supportive environment in accordance with state regulations and company policies.
- • Completed required documentation, including daily logs, incident reports, and individual care notes, with accuracy and timeliness.
- • Collaborated with healthcare professionals, family members, and internal staff to ensure personalized, high-quality care.
Education
Associate of Science - Nursing
Pellissippi State Community College
Knoxville, TN05-2017
Skills
- Skilled in scheduling logistics
- Patient documentation management
- Care coordination
- Referral processing
- Data collection and analysis
- Client support
Timeline
Clinical Administrative Coordinator
Landmark Health
05.2023 - Current
Customer Service Representative
CVS Caremark
06.2018 - 05.2023
Direct Support Professional Caregiver
D & S Residential
09.2015 - 06.2018
Associate of Science - Nursing
Pellissippi State Community College