Essence Clark
Cherry Hill,NJ
Summary
Highly organized Customer Support Specialist with over 8 years of exceptional service. Proven track record of efficiently resolving inquiries and issues, resulting in a 30% decrease in average resolution time. Demonstrates accurate data management and critical thinking skills, leading to a 25% improvement in customer satisfaction ratings. Proficient in software and CRM systems for streamlined processes. Committed team player dedicated to delivering high-quality support. Exceeds expectations through a strong customer focus, utilizing technology and critical thinking. Continuously surpassing performance goals throughout tenure.
Overview
12
12
years of professional experience
Work History
Authorization Specialist
Cooper University Hospital
Camden, NJ
07.2023 - Current
- Financially cleared outpatient services, including diagnostic studies, and procedures, ensuring timely service delivery.
- Verified insurance eligibility, plan benefits, and coordinated benefits between multiple insurance carriers, resulting in reduced billing errors and improved claims processing.
- Secured prior authorizations and pre-certifications for scheduled services, achieving a 95% approval rate through meticulous follow-up with insurance companies and providers.
- Communicated with patients to address insurance issues, validate coverage, and explain benefits, ensuring transparency and improving patient satisfaction.
- Referred patients with less than 100% coverage to Financial Screening Navigators, facilitating financial assistance solutions.
- Identified and documented patient copayments, deductibles, and coinsurance details, collecting and processing patient liability payments before services.
- Maintained comprehensive, clear documentation in EMR systems such as EPIC, IDX Flowcast, or third-party eligibility portals (e.g., NaviNet and Passport).
- Demonstrated strong organizational and multi-tasking skills while managing high volumes of inbound calls in a fast-paced environment.
Insurance Specialist
Cooper University Hospital
Camden, NJ
04.2022 - 07.2022
- Confirmed patient information and insurance coverage, submitting authorization requests and providing necessary follow-up with insurance companies, leading to a20% decrease in claim denials and enhancing the reimbursement process
- Communicated with patients, healthcare providers, and insurance companies to ensure timely and accurate authorization of medical treatment and services, maintaining a95% approval rate for authorization requests
- Maintained accurate records and files of authorization requests and denials, achieving a100% accuracy rate in documentation and facilitating smooth claim processing
- Analyzed patient information and insurance policies to determine coverage and eligibility for medical treatment and services, resulting in a15% increase in successful claims and minimizing patient billing disputes
- Managed multiple authorization requests simultaneously, prioritized tasks, and consistently met deadlines, ensuring efficient processing and timely delivery of healthcare services
- Demonstrated excellent customer service skills and resolved issues related to insurance coverage and authorization, fostering positive relationships with patients, healthcare providers, and insurance companies, resulting in a95% customer satisfaction rating
Patient Access Navigator
Cooper University Hospital
Camden, NJ
09.2020 - 12.2020
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visit
- Handled over50 calls per day to address customer inquiries and concerns
Administrative Assistant
Camden Treatment Associates
Camden, NJ
08.2017 - 06.2019
- Reduced patient wait times and improved satisfaction by collecting case history, insurance, and personal information prior to appointments
- Created standardized office forms and procedures, resulting in a30% reduction in administrative errors and streamlining administrative tasks
- Ensured accurate and comprehensive patient records by maintaining an up-to-date system with current personal, financial, and clinical details
- Promoted a smooth appointment flow and quality patient care by providing skilled support to licensed nursing professionals and office practitioners
- Upheld ethical standards and protected sensitive information by maintaining privacy and confidentiality of patients
- Improved office efficiency and reduced errors by streamlining office communications and mail routing
- Developed and utilized strong organizational and time management skills to improve efficiency and productivity by20%
Junior Recruiter
Annie-Mac Home Mortgage
Mt. Laurel, NJ
01.2017 - 08.2017
- Increased the number of qualified candidates for key positions by25% through proactive follow-up with notable applicants from industry-specific pipelines, events, and job fairs
- Utilized social media platforms and online job boards to attract a40% larger pool of applicants
- Maintained accurate candidate communication with a95% accuracy rate in a CRM system, facilitating seamless coordination among the hiring team
- Assisted in creating and optimizing job descriptions and advertisements for improved visibility and attracting top talent
- Improved data integrity by30% through effective management of applicant tracking and candidate management systems
- Ensured compliance with hiring regulations and facilitated a smooth onboarding process for new hires, maintaining100% compliance
Senior Program Associate
Bancroft Neurohealth
Cherry Hill, NJ
05.2013 - 12.2016
- Enhanced residents' overall well-being through the provision of emotional support and socialization opportunities
- Improved quality of care by monitoring and reporting on residents' health status, enabling timely interventions and personalized care
- Monitored and reported on residents' physical and mental health status, identifying and addressing potential health issues promptly and ensuring timely medical interventions
- Implemented individualized care plans for residents, resulting in a25% increase in personalized and targeted care delivery
- Maintained accurate and up-to-date records of residents' care and progress, achieving a100% compliance rate with documentation requirements
- Entered details of residents' care and progress into computer tracking spreadsheets and databases, enabling real-time access to vital information for effective decision-making and communication
Education
High School Diploma - undefined
Camden High School
Camden, NJSkills
- New Client Acquisition
- Insurance benefits verification
- Customer Success
- Microsoft Office
- Referral Pipeline Maintenance
- Medical Records Management
- Analytical skills
- Process improvement
- Creative Problem Solving
- Chat Support
- CRM Software
Timeline
Authorization Specialist
Cooper University Hospital
07.2023 - Current
Insurance Specialist
Cooper University Hospital
04.2022 - 07.2022
Patient Access Navigator
Cooper University Hospital
09.2020 - 12.2020
Administrative Assistant
Camden Treatment Associates
08.2017 - 06.2019
Junior Recruiter
Annie-Mac Home Mortgage
01.2017 - 08.2017
Senior Program Associate
Bancroft Neurohealth
05.2013 - 12.2016
High School Diploma - undefined
Camden High School