AALIYAH CARRINGTON
Virginia Beach,VA
Summary
Polished professional manages multiple tasks, utilizes electronic medical record systems, and provides excellent customer service to patients and staff. Adheres to medical records policies and procedures to comply with HIPAA regulations. Track record of effectively troubleshooting issues and maintaining patient confidentiality. Proficient in using medical terminology and classifying diagnostic procedures, treatments and medications.
Overview
9
9
years of professional experience
Work History
Medical Management Specialist II
Anthem
02.2021 - Current
- Headed non-clinical support and file reviews for clients and providers to support management operations and decrease client complaints
- Managed and maintained internal databases and CRM tools to verify and update client information, process requests, and input confidential information
- Identified operational deficiencies and implemented internal improvement plans to answering inquiries and input data more efficiently
- Input data into computer programs and filing systems.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Self-motivated, with a strong sense of personal responsibility
Correspondence Representative
Anthem
02.2019 - 02.2021
- Investigated internal deficiencies and created workflows and employee training sessions to enhance productivity and communication strategies
- Collaborated with Compliance Manager to strengthen and update communications to appeal to broader audience and ensure compliance with federal, state, and local regulations
- Formulated customer benefits status utilizing Word and Macess while utilizing CRM tools to send out documentation to clients
- Developed daily and monthly reports for senior leadership to track productivity and employee needs
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Customer Success Representative
Anthem
12.2017 - 02.2019
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests for products, services, and company information
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Increased efficiency and team productivity by promoting operational best practices
- Handled customer inquiries and suggestions courteously and professionally
Customer Success Supervisor | Front Desk Manager
Hilton Brand Hotels
02.2014 - 12.2017
- Supervised, managed, and trained 6 – 7 Front Desk Associates on customer success and retention strategies
- Coordinated with senior leaders in providing report analysis of market trends and customer behaviors
- Incorporated de-escalation strategies and tools to aid in mitigating operational disturbances and decreasing customer complaints
Education
Bachelor of Science - Psychology, Communications & Entrepreneurship
Old Dominion University
NORFOLK VIRGINIASkills
- Customer Relations & Development
- Collaboration and interpersonal communication
- Strategic Planning
- Software as Service (SaaS)
- Account Management
- Data Management
- Prior Authorization Processing
- Paperwork Processing
- Patient Health Information Access
Timeline
Medical Management Specialist II
Anthem
02.2021 - Current
Correspondence Representative
Anthem
02.2019 - 02.2021
Customer Success Representative
Anthem
12.2017 - 02.2019
Customer Success Supervisor | Front Desk Manager
Hilton Brand Hotels
02.2014 - 12.2017
Bachelor of Science - Psychology, Communications & Entrepreneurship
Old Dominion University