Alexis Whitley
Concord,NC
Summary
Experienced Healthcare Services Representative with 15 years in customer service and contact center operations. Skilled in navigating HMO and PPO health insurance landscapes, enhancing patient satisfaction through efficient appointment scheduling and critical thinking. Proficient in leveraging advanced computer literacy in both remote and clinical environments.
Overview
23
23
years of professional experience
Work History
Sr. Health Advocate
UNITED HEALTHCARE
01.2021 - Current
- Managed high-volume inbound inquiries on health insurance benefits, coverage options, and medical claims for HMO and PPO plans, ensuring accurate information delivery.
- Facilitate first-call resolution in a fast-paced Contact Center Operations environment, ensuring member eligibility and financial accounts are managed accurately.
- Maintain exceptional Patient Satisfaction scores by resolving 95% of complex claims issues on the first contact and utilizing professional Phone Etiquette.
- Translated complex insurance terminology for members, enhancing benefit utilization and guiding cost-effective healthcare strategies.
Medical Technician
PRDC
Concord, NC
01.2017 - 01.2023
- Handled patient preparation and vital recording while explaining procedures to ensure high levels of patient comfort and satisfaction.
- Coordinated patient requests and care delivery using critical thinking to ensure prompt and accurate service.
- Trained incoming staff on clinical procedures and patient care standards, improving team readiness in a high-volume healthcare environment.
- Scheduled and confirmed patient appointments with external medical facilities to enhance clinic workflow and minimize service delays.
Office Manager & Bookkeeper
A&G CLEANING SERVICE
, NC
01.2012 - 01.2018
- Managed payroll, bookkeeping, and vendor invoicing using Microsoft Excel, ensuring financial accuracy and enhancing operational efficiency.
- Demonstrated Critical Thinking by streamlining office record-keeping systems, which resulted in a 15% reduction in data entry errors.
- Handled staff scheduling and inventory logistics for a team of 20+, ensuring service levels and resource availability.
- Drafted business correspondence and vendor contracts using Microsoft Word, supporting effective communication and documentation.
Office Assistant
BISCAYNE ANIMAL HOSPITAL
Miami, FL
01.2004 - 01.2011
- Scheduled and confirmed patient visits using digital management systems, enhancing customer service and communication efficiency.
- Processed payroll and managed patient records, ensuring compliance with administrative standards and maintaining data integrity.
- Facilitated efficient record retrieval by implementing a new filing system that improved office productivity and patient processing speed.
- Handled high volumes of customer requests via phone and email, achieving rapid and accurate resolutions for client inquiries.
Education
High School Diploma -
Lindsey Hopkins Technical School
Miami, FL02-2002
Skills
- Health Advocacy
- Health Insurance (HMO/PPO)
- Insurance Navigation
- Insurance Terminology
- Claims management
- Patient Records Management
- Patient advocacy
- Patient Satisfaction
- Appointment Scheduling
- Patient scheduling
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Word
- Scheduling
- Customer Service
- Team Leadership
- Team collaboration
- Critical Thinking
- Problem solving
- HIPAA compliance
- Team collaboration
- HIPAA compliance
Timeline
Sr. Health Advocate
UNITED HEALTHCARE
01.2021 - Current
Medical Technician
PRDC
01.2017 - 01.2023
Office Manager & Bookkeeper
A&G CLEANING SERVICE
01.2012 - 01.2018
Office Assistant
BISCAYNE ANIMAL HOSPITAL
01.2004 - 01.2011
High School Diploma -
Lindsey Hopkins Technical School