SADE WILLIS
Charlotte,NC
Summary
Dedicated Customer Support Specialist with over 10 years of experience in healthcare environments, recognized for exceptional communication and organizational skills. Demonstrated expertise in utilizing CRM tools to effectively manage customer interactions, resulting in improved resolution times and heightened user satisfaction. Committed to fostering positive relationships while optimizing service delivery and operational efficiency.
Overview
12
12
years of professional experience
Work History
Patient Care Navigator/Referral Management Clerk
Novant Health
Charlotte, NC
08.2018 - Current
- Managed referrals for 60 to 90 patients daily, ensuring timely scheduling and follow-up care, enhancing patient satisfaction by 80%.
- Created and implemented a system for tracking referrals, follow-ups, and outcomes.
- Communicated with physicians, specialists, and insurance companies to obtain necessary authorizations and approvals, reducing referral processing time by 50%.
- Maintained accurate and up-to-date records in Epic, improving data accuracy and accessibility.
- Served as an advocate for vulnerable populations ensuring access to necessary services is not denied due to lack of financial means or language barriers.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Stayed current on community-based resources and services useful to patients.
- Performed follow-up calls or visits with patients post discharge from hospital or clinic settings to assess recovery status.
Patient Service Specialist
Ortho Carolina
Charlotte , NC
05.2016 - 07.2018
- Handled specialized and escalated calls related to patient accounts, insurance companies, and financial accounts, ensuring accurate daily resolutions, and enhancing patient satisfaction by 20%.
- Assisted patients in navigating complex healthcare systems, including insurance and treatment options, reducing referral processing time.
- Assisted in resolving billing disputes between providers and insurance companies and patients.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Screened patients for eligibility for state, local and federal assistance programs.
- Applied general knowledge, front-desk administration skills and clinical skills to patients in hospital, improving response to issues.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Educated patients on available payment plans and financial assistance options.
- Enhanced tracking of client communications with CRM software.
Medical Billing Lead
Regional Group
Charlotte, NC
10.2015 - 04.2016
- Managed a team of 4 billing and collections specialists to meet revenue objectives.
- Addressed escalated billing and payment disputes swiftly, fostering positive client relationships.
- Provided training and support to new hires on the billing process.
- Assisted with resolving escalated issues, and acted as the point of contact for assigned team members.
- Assigned and monitored daily tasks to billing team members.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Implemented best practices within the department ensuring efficient use of resources while meeting customer demands.
- Analyzed financial data such as accounts receivable, accounts payable, and bank statements.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
PATIENTCARE SPECIALIST
KCI
CHARLOTTE , NC
04.2015 - 10.2015
- Directed comprehensive deployment of DMI wound vacuums, consistently meeting delivery timelines.
- Reviewed patient data and researched to fill in missing insurance and physician information.
- Reviewed documents for accuracy prior to submission or publication.
- Conducted intake interviews with new patients, gathering relevant medical information.
- Handled incoming phone calls and scheduled appointments.
- Provided customer service to patients and their families, responding to inquiries in a timely manner.
- Analyzed customer needs and recommended appropriate products or services.
- Worked effectively in team environments to make the workplace more productive.
Patient Service Coordinator
Outsource Group
Charlotte, North Carolina
01.2013 - 04.2015
- Ensured accuracy and confidentiality of patient accounts by obtaining, recording, and updating financial information.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Managed patient scheduling to optimize providers' time.
- Addressed patient concerns and consistently surpassed service expectations.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Performed administrative duties such as filing, faxing, photocopying.
- Counselled patients on potential financial liabilities and payment requirements.
- Leveraged Epic software to enhance operational efficiency.
- Maintained accurate records of services provided during each visit or procedure.
- Verified demographics and insurance information to register patients in computer system.
- Processed insurance verifications and authorizations to ensure coverage of services.
Education
Associate - Business Administration
Central Piedmont Community College
01.2019
Diploma & Certificate - Medical Billing and Coding in Medical
Kaplan College
01.2012
Diploma - Business
Stella Maris High School
06.2003
Business Management - Focus on Project Management
ECPI University
Skills
- Client Support Expertise
- Patient Advocacy & Support
- Prioritized Task Coordination
- Data-Driven Decision Making
- Collaborative Leadership
- CRM Expertise
- EMR System Management
- Data Interpretation
- Technical Troubleshooting
- Strong leadership
- Epic application support
- Patient confidentiality
References
References available upon request.
Timeline
Patient Care Navigator/Referral Management Clerk
Novant Health
08.2018 - Current
Patient Service Specialist
Ortho Carolina
05.2016 - 07.2018
Medical Billing Lead
Regional Group
10.2015 - 04.2016
PATIENTCARE SPECIALIST
KCI
04.2015 - 10.2015
Patient Service Coordinator
Outsource Group
01.2013 - 04.2015
Associate - Business Administration
Central Piedmont Community College
Diploma & Certificate - Medical Billing and Coding in Medical
Kaplan College
Diploma - Business
Stella Maris High School
Business Management - Focus on Project Management
ECPI University
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