Kera Armstrong
Phoenix
Summary
Proactive Utilization Review Coordinator with a strong background in interdisciplinary collaboration and intercultural sensitivity. Committed to facilitating effective communication and enhancing patient outcomes through strategic care management and accurate documentation.
Overview
10
10
years of professional experience
Work History
Utilization Review Coordinator
Rehoboth McKinley Christian Health Care Services
Gallup
01.2025 - 07.2025
- Collaborated with healthcare providers to gather information for utilization reviews.
- Attended daily Interdisciplinary Team meetings to discuss patient treatment options.
- Monitored authorization requests for timely processing and follow-up actions.
- Collaborated with multidisciplinary teams to develop strategies for improving quality of care and reducing costs.
- Responded promptly to inquiries from internal and external customers regarding authorization status or payment issues.
- Facilitated resolution of disputes between providers, hospitals, managed care organizations, and other entities involved in providing healthcare services.
- Ensured that all documentation is complete and accurately reflects the services provided by physicians.
- Monitored and reported on trends in utilization patterns.
- Maintained accurate data entry into a computerized system related to UR activities.
- Provided training to other staff members on utilization management processes and procedures.
- Collaborated with providers to obtain required clinical information, supporting prior authorization determinations and individual inquiries.
- Referred cases to secondary review for failure to meet criteria.
Patient Care Coordinator
UNM Hospital Native American Health Services
Albuquerque
04.2018 - 07.2021
- An intermediary between hospital operations and Native American communities.
- Facilitate care according to agreements between UNM Hospital, Indian Health Services (IHS), All Indian Pueblo Council (AIPC), and other entities.
- Receive and resolve complaints, coordinate with leadership, and answer phones.
- Meet with patients and families, and provide education to various groups.
- Assist with care management and discharge planning.
Phoenix Field Office Coordinator
Soaring Eagles Home Care
Phoenix
11.2017 - 04.2018
- Managed daily operations of field office to ensure efficient workflow.
- Coordinated client assessments to identify needs and develop appropriate care plans.
- Facilitated communication between clients, families, and service providers for effective support.
- Managed case documentation and maintained accurate records.
- Provided crisis intervention and conflict resolution for clients and staff.
- Monitored client progress through regular follow-up contacts.
- Maintained accurate case records and documentation according to agency guidelines.
Client Relations Specialist II
TriCore Reference Laboratory
Albuquerque
08.2015 - 06.2016
- Managed patient records using electronic health record systems efficiently.
- Assisted in resolving customer complaints in a timely manner.
- Trained new employees on best practices for working in the call center environment.
- Handled high-volume calls while ensuring quality customer service standards.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Collaborated with healthcare professionals to provide accurate test results in a timely manner.
- Relayed all test results accurately to medical providers
Education
Associate of Arts - Liberal Arts
Southwestern Indian Polytechic Institute
Albuquerque, NM05-2005
Special Education
New Mexico State University
Las Cruces, NMSkills
- Utilization review
- Prior authorization
- Data entry
- Interdisciplinary collaboration
- Documentation accuracy
- Healthcare compliance
- Intercultural sensitivity
- Interpretation ("Diné" / Navajo)
- Customer relationship management
- Data entry accuracy
- Patient advocacy
- Effective communication
- Team collaboration
- Call center experience
- Medical terminology experience
Accomplishments
- Phite Theta Kappa Honor Society (May 2005)
Languages
Diné (Navajo)
Limited
Timeline
Utilization Review Coordinator
Rehoboth McKinley Christian Health Care Services
01.2025 - 07.2025
Patient Care Coordinator
UNM Hospital Native American Health Services
04.2018 - 07.2021
Phoenix Field Office Coordinator
Soaring Eagles Home Care
11.2017 - 04.2018
Client Relations Specialist II
TriCore Reference Laboratory
08.2015 - 06.2016
Associate of Arts - Liberal Arts
Southwestern Indian Polytechic Institute
Special Education
New Mexico State University
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