Alecia M. Campbell
Hartford,CT
Summary
Quality-driven professional with expertise in high-volume customer service, problem-solving, de-escalation, and accurate account management. Proven ability to enhance client satisfaction, troubleshoot issues, and streamline processes, leveraging strong communication and critical thinking skills in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Business Services Representative - Interim
Trinity Health of New England
Hartford, CT
03.2024 - 05.2024
- Provided exceptional customer service, addressing client inquiries promptly and ensuring a smooth customer experience.
- Triaged patient calls, cross-referenced electronic medical records for rescheduling, medication refill processing, and transferred calls to appropriate coordinators.
- Processed new patient and interoffice referrals and maintained accurate records for seamless service delivery.
Transactions Processing Associate 2
Conduent
East Hartford, CT
09.2023 - 01.2024
- Processed and verified high-volume coverage provisions for member plan eligibility with accuracy and efficiency.
- Managed the completion of the application process for disability cases, ensuring timely and accurate documentation and filing disbursement.
- Maintained consistent performance above quality standards by balancing accuracy and speed in a fast-paced, deadline-driven environment.
Associate Business Process Services
Gainwell Technologies, LLC
East Hartford, CT
02.2022 - 10.2022
- Responded to client and provider inquiries, researching issues thoroughly and delivering clear, timely resolutions.
- Managed a high volume of service requests while consistently exceeding performance targets (averaging 75 claims processed per 8-hour shift) and meeting all Service Level Agreements (SLAs).
- Recommended Out-of-State policy processing changes that increased processing speed and maintained quality standards.
Patient Care Coordinator
Hartford HealthCare
Avon, CT
11.2020 - 03.2021
- Welcomed and supported over 100 patients daily, using active listening and empathy to match them with the right care services.
- Screened and assessed patient calls for immediate care with accurate transcriptions logged for verification.
- Orchestrated seamless interdepartmental collaboration with medical staff to enhance patient care outcomes and operational efficiency.
Patient Access Associate 1
CT Children's Medical Center
Hartford, CT
04.2019 - 02.2020
- Contributed ideas and actions to improve patient access processes and established a Patient Interaction Script to de-escalate distressed patients.
- Conducted daily insurance eligibility verifications and provided financial education, enhancing patient experience and ensuring HIPAA compliance.
- Recognized for reducing claim processing speeds and exceeding metrics for high-volume claim processing.
Education
Certified Medical Administrative Assistant -
National Healthcareer Assoc.
Leawood, KSAS - Business Administration - Billing & Coding
Goodwin College
East Hartford, CTCertified Customer Service Professional -
Customer Service Institute of Connecticut, Capital Community College
Hartford, CTSkills
- Customer Service & Support
- De-Escalation Techniques
- Problem-Solving & Critical Thinking
- High Volume Call Handling
- Complaint Resolution & Account Triage
- Written & Oral Communication
- Quality Assurance & Compliance (HIPAA)
- Appointment Scheduling & Patient Intake
- Data Analysis & Record Management
- Technology: MS Office, EPIC, AllScripts, Raisers' Edge
Timeline
Business Services Representative - Interim
Trinity Health of New England
03.2024 - 05.2024
Transactions Processing Associate 2
Conduent
09.2023 - 01.2024
Associate Business Process Services
Gainwell Technologies, LLC
02.2022 - 10.2022
Patient Care Coordinator
Hartford HealthCare
11.2020 - 03.2021
Patient Access Associate 1
CT Children's Medical Center
04.2019 - 02.2020
Certified Medical Administrative Assistant -
National Healthcareer Assoc.
AS - Business Administration - Billing & Coding
Goodwin College
Certified Customer Service Professional -
Customer Service Institute of Connecticut, Capital Community College