Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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ALEXIS ROBERTS

Chicago,IL

Summary

Strategic and detail-oriented healthcare professional with over 8 years of experience delivering exceptional customer and patient support across medical, insurance, and administrative settings. Proven ability to handle high-volume communications, resolve complex issues, and ensure compliance with HIPAA and industry regulations. Skilled in care coordination, claims processing, scheduling, and patient engagement, with a recent focus on genetic testing and precision health services. Known for consistently meeting and exceeding performance metrics, leveraging systems like Epic, Salesforce, and LIMS to streamline workflows and enhance service quality. A dependable, adaptable team player committed to protecting patient privacy and improving outcomes in fast-paced, deadline-driven environments.

Overview

10
10
years of professional experience

Work History

Customer Experience Associate

Natera
07.2024 - Current
  • Delivered high-volume phone and email support to patients, providers, and internal teams—handling approximately 90–100 interactions daily—to resolve inquiries related to genetic testing, billing, and results; consistently met KPIs for resolution time, accuracy, and customer satisfaction.
  • - Ensured HIPAA compliance while handling Protected Health Information (PHI) across digital and paper formats, adhering to Natera's privacy protocols and maintaining up-to-date training certifications.
  • - Triaged and escalated clinical inquiries, mobile phlebotomy scheduling, and technical issues, using Salesforce CRM, LIMS, and Twilio platforms to streamline communication and case tracking.
  • - Supported account setup, test kit orders, insurance verification, and patient data validation to expedite sample processing and reduce turnaround time on results.
  • - Mentored new team members on workflows, tools, and compliance procedures while maintaining detailed case documentation across multiple systems, contributing to team-wide performance improvements.

Rehab Patient Access Specialist

Northwestern Medicine
02.2022 - 06.2024
  • - Oversaw patient scheduling for multiple departments, including Rehabilitation Services, Cardiology, and Pulmonary, ensuring efficient appointment management and adherence to EPIC policies.
  • - Streamlined authorization and documentation workflows, reducing processing delays by 15%.
  • - Completed end-of-day processing per EPIC policy.
  • - Coordinated faxing of documentation to insurance companies and physician offices, ensuring compliance with Plan of Care requirements.
  • - Implemented scheduling policies to minimize cancellations and maintain optimal patient flow.

Care Coordinator

ChenMed
07.2020 - 01.2022
  • - Scheduled over 50 patient appointments daily for cardiology, nephrology, and radiology, ensuring timely access to care.
  • - Answered 75+ inbound and outbound calls daily, advising on questions, concerns, and inquiries-boosting patient satisfaction by 100%.
  • - Generated 30-50 authorizations weekly using Web IVR for outside insurance referrals.
  • - Supported 35+ patients weekly with referral guidance, enhancing patient experiences by 80%.
  • - Oversaw 250 patients weekly, including high-risk patients, following up to minimize no-show rates to less than 1%.
  • - Reduced delays in home health and DME orders by 15% through proactive follow-up.

FMLA Coordinator

Sedgwick
02.2017 - 01.2020
  • - Oversaw 120 FMLA cases monthly-processing appeals from inception to completion with 100% accuracy.
  • - Communicated with clients and employees on urgent matters and updates.
  • - Enhanced claim processing by collaborating with peers and working overtime as needed.
  • - Reviewed medical records and reports to confirm or deny eligibility based on regulations.

Concierge Specialist

Sedgwick Repair Solutions
04.2015 - 01.2017
  • - Exceeded monthly performance metrics by 105%-awarded "Best Customer Service" for 2 consecutive years.
  • - Scheduled 100 appointments weekly and conducted follow-ups, enhancing customer retention by 25%.
  • - Coached and tracked 50-75 contractors weekly on meeting program metrics.
  • - Handled 100+ calls daily, resolving inquiries with professionalism and empathy.

Education

Associate of Health Information Technology -

Malcolm X
Chicago, IL
05.2027

Skills

  • Customer Support
  • Insurance Knowledge
  • Medical Terminology
  • Strong Product Knowledge
  • Tech Savvy
  • Claims
  • Data Entry
  • Care Coordination
  • MS Office Suite Proficient
  • CRM
  • Availity
  • Salesforce
  • HIITS
  • Care Plus
  • Epic
  • Skype
  • Zoom

Accomplishments

Awarded “Best Customer Service” at Sedgwick for two consecutive quarters, recognizing excellence in communication, problem-solving, and consistently exceeding performance metrics in a high-volume call center environment.

Timeline

Customer Experience Associate

Natera
07.2024 - Current

Rehab Patient Access Specialist

Northwestern Medicine
02.2022 - 06.2024

Care Coordinator

ChenMed
07.2020 - 01.2022

FMLA Coordinator

Sedgwick
02.2017 - 01.2020

Concierge Specialist

Sedgwick Repair Solutions
04.2015 - 01.2017

Associate of Health Information Technology -

Malcolm X

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