Akera Hagin
Aiken,SC
Summary
Skilled Customer Service Professional with experience in high-volume inbound support for healthcare members and Medicaid eligibility determination. Resolves coverage and claims issues while ensuring HIPAA compliance and verifying necessary documentation. Delivers hands-on caregiver support, including medication administration and mobility planning, to enhance client safety. Dependable employee establishes rapport and trust with patients and helps complete daily living tasks to enhance quality of life. Driven to prioritize individual needs with attention to important details. Valued as accommodating, kind-hearted team player dedicated to expanding knowledge and responsibilities.
Overview
7
7
years of professional experience
Work History
Caregiver
Private Care
01.2023 - Current
- Provide compassionate personalized care to clients in assisted living facilities and private home care.
- Assist with ADLs including dressing, feeding, grooming, and mobility support.
- Administered medications, monitored vitals, and observe and report any changes.
- Engaged with families and clients to provide emotional support and companionship.
- Assessed clients' mobility and developed individualized transfer plans, effectively minimizing fall incidents in home settings.
Eligibility Specialist I/II
South Carolina Department of Health and Human Services
04.2022 - 10.2026
- Determine applicants' eligibility for Medicaid and other public assistance programs in accordance with federal and state regulations.
- Conducted client interviews in person, by phone, and electronically to verify documentation of income, resources, and compensation.
- Reviewed applications and supporting documents for accuracy and completeness, ensuring compliance with eligibility requirements.
- Interpreted complex household, income, and residency information to resolve eligibility discrepancies.
- Coordinated case follow-up actions to support recertifications, renewals, and benefit continuity.
Customer Service Representative
Alorica for United Healthcare
10.2021 - 04.2022
- Resolved complex member inquiries and issues with professionalism, empathy, often serving as the first point of contact for patients having insurance.
- Delivered accurate, timely information while ensuring compliance with HIPAA regulations and UHC policies to support member understanding.
- Resolved complex member inquiries and issues with professionalism and empathy, acting as primary contact for patients navigating insurance challenges.
Customer Service Representative
Loop Recruiting
04.2020 - 11.2021
- Provided customer service support via phone, email, and chat channels in fast-paced contact center, ensuring client satisfaction.
- Resolved inquiries on billing, account updates, technical support, and product troubleshooting to enhance customer experience.
- Resolved inbound member inquiries regarding benefits, eligibility, claims, and coverage details.
- Documented interactions accurately in CRM while maintaining HIPAA compliance and call quality standards.
- De-escalated complex concerns by delivering clear explanations and empathetic service.
Education
CNA certification -
Tender Care Training Center
Augusta, GA11-2026
Associates Degree - Information Technology Specialist
Miller-Motte College
Augusta, GA08-2023
High School Diploma -
Aiken High School
Aiken, SC06-2018
Skills
- Time management
- Elderly care
- Problem-solving
- Patient care
- Daily living assistance
- Multitasking and organization
- Compassionate care
- First aid and safety
- Team collaboration
- Documentation
- Mobility assistance
Timeline
Caregiver
Private Care
01.2023 - Current
Eligibility Specialist I/II
South Carolina Department of Health and Human Services
04.2022 - 10.2026
Customer Service Representative
Alorica for United Healthcare
10.2021 - 04.2022
Customer Service Representative
Loop Recruiting
04.2020 - 11.2021
CNA certification -
Tender Care Training Center
Associates Degree - Information Technology Specialist
Miller-Motte College
High School Diploma -
Aiken High School
COURSES
- CNA certification
- Tender Care Training Center – Nov 2026
- CPR/First Aid Certification - Dec 2026
- Insurance License for SC - Nov 2026