Karen Richardson
Memphis
Work Preference
Summary
Dedicated healthcare administrator with expertise in coordinating patient referrals and optimizing admission processes. Proven track record in enhancing patient access to services, improving satisfaction, and collaborating with multidisciplinary teams to ensure seamless transitions in care.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead Referral Coordinator
West Cancer Center And Research Institute
Memphis
09.2025 - Current
- Coordinated patient referrals for oncology services and specialty consultations.
- Managed communication between patients, physicians, and administrative staff effectively.
- Streamlined referral processes to enhance patient access to care services.
- Collaborated with healthcare teams to ensure timely appointment scheduling.
- Educated patients on referral procedures and navigated healthcare options.
- Assisted in resolving issues related to insurance authorizations and referrals.
- Developed training materials for new coordination staff and provided mentorship.
- Collaborated with clinical staff members on any changes or updates needed in relation to active referrals.
- Coordinated communication between primary care physicians, specialists, and other healthcare providers regarding patient referrals.
- Advised patients on their rights and options concerning their referred treatments or services.
- Developed and maintained relationships with referral sources to ensure a successful referral process.
- Created and implemented a system for tracking referrals, follow-ups, and outcomes.
- Assisted in developing policies and procedures related to the referral process.
- Conducted regular meetings with primary care physicians to discuss strategies for improving the referral process.
- Worked closely with insurance companies to ensure that patients received appropriate coverage for their referrals.
- Maintained accurate records on all referrals completed by the organization.
- Monitored patient progress during their course of treatment from referral source through completion of services.
Admission Liaison
Encompass Health Rehabilitation Hospital of Memphis
Memphis
03.2021 - 09.2025
- Acted as primary liaison between patients, families, referral sources, and clinical staff to facilitate smooth and timely admissions.
- Coordinated pre-admission assessments, insurance verifications, and authorization processes to facilitate timely patient admissions.
- Review and evaluate referrals to determine patient eligibility and clinical appropriateness for rehabilitation services.
- Guide families through the admissions process, explain facility guidelines, and provide tours or consultations.
- Provide excellent customer service and ensure a positive patient experience from referral to admission.
- Communicate admission status updates with physicians, case managers, and hospital departments.
- Collaborated with healthcare teams to ensure smooth patient transitions.
- Maintain accurate records and ensure all documentation is compliant with hospital policies and regulations.
- Receive, verify, and document referrals from doctors, social workers, or educational counselors.
- Review medical records or applications to evaluate if a prospective candidate is an appropriate fit for the facility.
- Support marketing and outreach efforts by building relationships with referral sources and community partners.
- Collaborated with teams to streamline intake process.
- Coordinate an efficient admissions process for all patients.
- Updated and maintained a precise patient listing to support hospital operations.
- Contribute to the referral process and input statistical data into hospital systems.
- Educated patients on rehabilitation services and resources to empower informed decision-making during admissions.
- Assisted in leading staff training sessions on admission protocols and procedures.
Admissions Representative
Encompass Health Rehabilitation Hospital of Memphis
Memphis
04.2019 - 03.2021
- Managed patient admissions, discharges, and transfers using PATCOM and ACE IT systems.
- Verified insurance coverage, collected patient information, and maintained accurate admission packets.
- Prepared and distributed census and admission reports across hospital departments.
- Ensured completion of consent forms, advanced directives, and financial documents.
- Collaborated with nursing and case management teams to coordinate patient intake and transitions.
- Educated families about rehabilitation services and hospital resources available.
- Coordinated with healthcare providers to gather necessary patient information.
- Maintained accurate records in the hospital's electronic health record system.
- Scheduled patient appointments and follow-up meetings efficiently.
- Communicated effectively with patients to address concerns and questions.
- Collaborated with interdisciplinary teams to enhance patient care strategies.
- Developed informational materials for prospective patients and their families.
- Handled inquiries from prospective students through phone, email, text, and social media, fostering engagement and interest.
- Advised students throughout the admissions process and assisted with questions or concerns about completing and submitting specific forms and documents.
- Organized campus tours for prospective students and parents.
- Facilitated conversion of prospective student leads into enrollments by employing effective communication strategies.
- Responded promptly to all requests from current or potential students regarding admissions policies or procedures.
- Collaborated with other departments within the university on various projects related to admissions initiatives.
- Engaged in outreach activities, including career days and workshops at local high schools and community centers, to promote admissions.
- Analyzed data related to enrollment trends and student demographics.
- Ensured compliance with federal regulations pertaining to student records retention.
- Prepared reports on application progress and other relevant metrics.
- Counseled individuals to help overcome personal, social or behavioral problems affecting educational or vocational situations.
- Observed students during classroom activities to evaluate students' performance, behavior and social development.
- Conferred with parents, teachers and administrators to discuss children's progress and resolve behavioral and academic problems.
Daycare Teacher
Discovery Learning Academy
Memphis
01.2018 - 04.2019
- Developed and implemented early childhood educational programs and activities.
- Maintained classroom order, enforced behavior guidelines, and created a safe, engaging environment.
- Observed and documented child development progress.
- Supervised and supported teacher assistants and volunteers.
- Fostered a nurturing environment to support children's emotional development.
- Organized daily activities to promote social skills and teamwork among children.
- Implemented safety protocols to ensure a secure classroom environment.
- Communicated effectively with parents regarding child progress and concerns.
- Collaborated with staff to create inclusive programs for all learners.
- Participated in ongoing training sessions to enhance teaching methods and techniques.
- Taught children foundational skills in colors, shapes and letters.
- Supervised circle time, free play, outside play, and learning and developmental activities.
- Created a positive, nurturing environment for young students.
- Developed lesson plans and activities to engage children in learning.
- Organized and led activities to promote physical, mental and social development.
Manager, Sales and Customer Support
AT&T
Memphis
01.2015 - 07.2018
- Oversaw inventory control, purchasing, and record-keeping processes.
- Trained and guided staff, interns, and volunteers in daily operations.
- Monitored stock levels, processed orders, and ensured accuracy in documentation.
- Managed daily operations of sales and customer support teams.
- Trained staff on customer service protocols and sales techniques.
- Oversaw implementation of new CRM software for improved customer interactions.
- Developed training materials to support staff development initiatives.
- Analyzed customer feedback to identify areas for service improvement.
- Coordinated with marketing to align sales strategies with promotional campaigns.
- Ensured compliance with company policies and industry regulations in service delivery.
- Developed strategies for addressing common customer complaints in an efficient manner that minimized negative impact on the company's reputation.
- Analyzed customer feedback data to identify areas of improvement in customer support services.
- Coordinated efforts between departments such as Sales and Marketing, IT and Operations in order to achieve desired outcomes.
- Created reports outlining key performance indicators for assessing overall effectiveness of the department's services.
- Collaborated with marketing department to develop promotional campaigns designed to increase product awareness among potential customers.
- Resolved escalated customer inquiries quickly and efficiently while maintaining a positive attitude.
- Initiated weekly calls with customers in order to assess their experience with our products and services and address any concerns they may have had.
- Conducted regular meetings with staff to discuss progress, challenges and areas for improvement.
Cashier
Double Quick
Helena
05.2013 - 09.2014
- Processed customer transactions efficiently at a busy convenience store.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Operated cash register, ensuring accurate handling of customer transactions.
- Processed payments, refunds, and lottery ticket sales efficiently.
- Accepted cash and credit card payments, issued receipts and provided change.
- Collected payments and provided accurate change.
- Provided friendly and efficient customer service.
- Greeted customers and answered any questions they had about the store's products and services.
- Helped customers find specific products, answered questions, and offered product advice.
- Handled customer complaints professionally and resolved issues promptly.
- Trained new cashiers on company policies and procedures to enhance service quality.
- Implemented strategies to enhance customer service during peak hours smoothly.
- Operated point-of-sale systems to ensure accurate cash handling.
- Restocked merchandise and maintained store cleanliness.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer questions and provided store information.
Education
Medical Assistant Certification -
Remington College
Memphis, TN06-2022
High School Diploma -
Central High School
Helena-West Helena, AR05-2013
Some College (No Degree) - Biology
University of Arkansas Pine Bluff
Pine Bluff, ARSkills
- Referral coordination
- Medical Office Administration
- EHR management
- Insurance verification
- Microsoft Office
- Referral optimization
- Patient scheduling
- Medical Records & Documentation
- Regulatory compliance
- Scheduling software
- Appointment scheduling
- Referral tracking
- Follow-up management
- Database management
- Patient Care & Preparation
- Healthcare systems
- Medical terminology
- Records oversight
- Pre-authorizations
- Staff training
- Multitasking
- Problem solving
- Adaptability & Team Collaboration
- Team collaboration
- Customer communication
- Multi-line phone proficiency
- Microsoft Office
- CPR certification
- Records oversight
- Pre-authorizations
- Multitasking
- CPR certification
- File maintenance
- Patient referrals
Certification
- Medical Assistant
- CPR and AED
Accomplishments
- Top Performer Award
Timeline
Lead Referral Coordinator
West Cancer Center And Research Institute
09.2025 - Current
Admission Liaison
Encompass Health Rehabilitation Hospital of Memphis
03.2021 - 09.2025
Admissions Representative
Encompass Health Rehabilitation Hospital of Memphis
04.2019 - 03.2021
Daycare Teacher
Discovery Learning Academy
01.2018 - 04.2019
Manager, Sales and Customer Support
AT&T
01.2015 - 07.2018
Cashier
Double Quick
05.2013 - 09.2014
Medical Assistant Certification -
Remington College
High School Diploma -
Central High School
Some College (No Degree) - Biology
University of Arkansas Pine Bluff