AJ Whitten

• Safely transport and deliver medical equipment, supplies, and medications to hospice patients, ensuring timely and accurate delivery according to scheduled needs.
• Communicate with patients and their families with compassion and professionalism, addressing any questions or concerns regarding deliveries.
• Maintain accurate records of deliveries, including patient signatures, inventory logs, and any issues encountered during transport.
• Work closely with nursing and administrative staff to coordinate delivery schedules and respond to urgent needs as required.
• Adhere to all relevant safety and regulatory standards, including HIPAA regulations regarding patient confidentiality.

Customer Support:

• Provide support to internal and external customers, researching and resolving issues according to documented procedures and escalating to appropriate on-call staff as needed.
• Assists in development of self-service tools, by providing accurate categorization, prioritization of all customers contacts via our Customer Relationship Management tool (CRM).

Monitoring and Process Control:

• Monitor all production applications, and internal systems: to ensure the delivery of all input, and output files is successfully.
• Monitor all systems, network, and applications components for operational stability.
• Responsible for identifying and tracking gaps in operational analytics protocols to assist in the creation of automated, and practical solutions.

Incident Management:

• Identify and report system, application and network issues ensuring all events are entered into the ticket tracking application.
• Track and monitor escalated issues to ensure proper and timely resolution.
• Providing clear and concise communication, documentation, and severity trending.
• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data

Knowledge Management:

• Create and maintain documentation of operational processes to conform to audit requirements.
• Thoroughly document all support events in a workflow ticketing system in a timely manner ensuring that subsequent review of any incident is effective for knowledge base utilization

• Assess, recommend and modify the application of scores and rules to deliver the optimal balance of risk, expense and experience for clients, consumers and partners in the network.
• Implement the fraud detection strategies for the network.
• Create and apply of data driven insights for constant monitoring of effectiveness, efficiency and opportunities in the application of scores, rules and logic in the execution of managing fraud risk.
• Create appropriate communications to internal and external stakeholders regarding emerging risks, observed trends and related opportunities.
• Perform the analysis of fraud events for the purpose of identifying and consistently categorizing the root cause of fraud events observed or attempted in the network.
• Support the company’s commitment to protect the integrity and confidentiality of systems and data.

• Maintain and update patient records, ensuring accuracy and confidentiality in compliance with HIPAA regulations.
• Assist with the coding of patient diagnoses and procedures for insurance claims, ensuring accurate billing processes and timely submission.
• Ensure adherence to healthcare regulations and standards, conducting regular audits to maintain compliance.
• Serve as a point of contact for patients, addressing inquiries and resolving issues related to their care and billing.
• Input and manage patient data in electronic health record (EHR) systems, ensuring data integrity and accessibility.
• Collaborate with healthcare providers and administrative staff to streamline operations and enhance patient care.
• Participate in training sessions to stay updated on best practices in healthcare administration and compliance.