Aleeah Keys
Atlanta,GA
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
10
10
years of professional experience
Work History
Referral Specialist/ Surgery Scheduler
SouthSide Medical Center
08.2022 - Current
- Ensured continuity of care by regularly updating patient records with recent test results or changes in medical history.
- Maintained comprehensive knowledge of provider networks, ensuring appropriate specialist recommendations for patients.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Acted as a liaison between patients, insurance carriers, and the surgical team to secure necessary authorizations for timely procedures.
- Confirms insurance coverage and obtains authorizations for surgical procedures
- Collaborated with healthcare providers to ensure accurate and complete referral information, improving patient care coordination.
- Verified insurance benefits and eligibility for all surgical procedures before referring clients.
- Coordinated with medical staff and patients to find cost-effective options for services.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Obtained prior authorization for all surgical procedures.
Customer Service Representative
Humana
11.2020 - 02.2021
- Handle 70-80 inbound calls daily from healthcare facilities and policy holders in a fast-paced inbound call center environment
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Healthcare Scheduling Agent
Change Healthcare
04.2018 - 08.2020
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Customer Service Representative
Comcast (Call Center)
02.2016 - 03.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Hostess/Server
CONCESSIONS H&H (Atl Airport)
12.2014 - 02.2016
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
Tech Support Agent
Sitel (Call Center)
12.2013 - 12.2014
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Education
Associate Degree in Nursing - Nursing
Atlanta Technical College
Atlanta, GA05.2026
Associate's degree - Medical Assistant
Atlanta Technical College
Atlanta, GA05.2022
High School Diploma -
East Coweta High School
05.2013
Skills
- Insurance Verification
- Data entry proficiency
- Pre-authorizations
- Medical terminology knowledge
- Customer Service
- HIPAA Compliance
- Patient Registration
- EMR
- Epic
- Insurance verifying
- Appointment Scheduling
- Patient confidentiality
Timeline
Referral Specialist/ Surgery Scheduler
SouthSide Medical Center
08.2022 - Current
Customer Service Representative
Humana
11.2020 - 02.2021
Healthcare Scheduling Agent
Change Healthcare
04.2018 - 08.2020
Customer Service Representative
Comcast (Call Center)
02.2016 - 03.2018
Hostess/Server
CONCESSIONS H&H (Atl Airport)
12.2014 - 02.2016
Tech Support Agent
Sitel (Call Center)
12.2013 - 12.2014
Associate Degree in Nursing - Nursing
Atlanta Technical College
Associate's degree - Medical Assistant
Atlanta Technical College
High School Diploma -
East Coweta High School
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