AESHA MITCHELL
Philadelphia,PA
Summary
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Lead Patient Service Representative
The Children's Hospital of Philadelphia, Pa
10.2018 - Current
- Who compassionately and efficiently interacts with patients clinicians and staff members..
- Superbly adept at determining insurance coverage eligibility and communicating that coverage to patients and medical staff.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Documented and managed patient information in computer system.
- Checked daily doctor schedules and verified insurance.
- Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
- Explained policies, procedures and services to patients.
- Helped patients obtain health care services by setting up referrals.
- Collaborated with medical staff to ensure accurate record keeping and proper documentation of patient information.
- Trained new Patient Service Representatives, contributing to a smooth onboarding process and fostering team cohesion.
- Managed front desk operations, maintaining organization and ensuring all necessary paperwork was completed prior to appointments.
- Improved communication between departments by serving as liaison between patients, healthcare providers, and administrative staff.
- Assisted with special projects as assigned by supervisors or management, demonstrating versatility within role of Lead Patient Service Representative.
- Developed strong relationships with patients by actively listening to their needs and coordinating appropriate services accordingly.
- Provided exceptional support to clinical staff during high-stress situations, ensuring efficient management of resources and optimal patient care.
- Contributed to positive workplace environment by effectively resolving interpersonal conflicts among team members when they arose.
Senior Customer Service Representative Lead
Optum Behavioral Health
01.2016 - 10.2018
- Answer customer telephone calls regarding existing accounts.
- Make requested policy and account changes.
- Respond to questions and concerns about service, and escalate calls appropriately.
- Consult with customers to evaluate needs and determine best options.
- Counsel customers on options for service and coverage.
- Upgrade service and offer additional service packages or options.
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.
- Established trust by maintaining confidentiality when handling sensitive customer information.
Medicare Call Center Representative Lead
Independence Blue Cross
10.2012 - 04.2015
- Cross-trained and provided back-up for other customer service representatives when needed.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Kept abreast of rapidly evolving technology.
- Educated and reinforce plan, benefits and procedure with member and providers.
- Conducted code of 100% of all incoming calls, log appeals complaints for member & Center for Medicare and Medicaid.
- Assisted Members & Provider with detail explanation of their benefits for the status claims, dental, medical and drugs.
- Maintained timely , accurate documentation of all appropriate transactions.
- Place outgoing phone calls to complete follow up on customer services request as necessary.
Education
Skills
- HIPAA Compliance
- Effective problem solving
- Office Administration
- Insurance Verification
Timeline
Lead Patient Service Representative
The Children's Hospital of Philadelphia, Pa
10.2018 - Current
Senior Customer Service Representative Lead
Optum Behavioral Health
01.2016 - 10.2018
Medicare Call Center Representative Lead
Independence Blue Cross
10.2012 - 04.2015
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