Hi, I’m
Alicia Forbes
Stone Mountain,GA
Summary
Dynamic healthcare advocate with proven success at Kaiser Permanente, enhancing patient satisfaction through effective communication and care coordination. Skilled in data analysis and HIPAA compliance, I foster strong relationships with patients and providers, ensuring ethical service delivery and optimal health outcomes. Committed to improving healthcare quality and member experiences.
Overview
20
years of professional experience
Work History
Contracted
Healthcare Advocate
06.2022 - 09.2024
Job overview
- Improved patient satisfaction by actively listening to concerns and addressing their needs promptly.
- Enhanced healthcare service quality by collaborating with medical professionals and providing accurate patient information.
- Reviewed applications and screened patients to determine eligibility for medical and disability assistance.
- Analyzed complex medical records, ensuring accurate comprehension of diagnoses and treatment options for informed decision making.
- Established strong relationships with community organizations, expanding the network of support available to patients in need.
Munro Estates
Personal Care Assistant
09.2023 - 06.2024
Job overview
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
Kaiser Permanente
Health Plan Specialist
06.2004 - 02.2021
Job overview
- Streamlined communication between healthcare providers and members for improved care coordination.
- Provided exceptional customer service by promptly responding to member inquiries via phone, email, or in-person consultations.
- Assisted in the development of health plan policies, contributing to better service quality and compliance with regulations.
- Enhanced member satisfaction by effectively addressing and resolving health plan inquiries and concerns.
- Participated in ongoing training programs to stay current on industry trends, regulations, and best practices for optimal job performance.
- Assisted in the design and implementation of quality improvement initiatives, resulting in a more streamlined member experience.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
Skills
- Patient advocacy
- HIPAA compliance
- Customer service
- Data analysis
- Medical record management
- Care coordination
- Ethics and confidentiality
- Insurance verifying
- Verbal and written communication
- Adaptability and flexibility
- Healthcare operations
Accomplishments
- Collaborated with team of 48 in the development of New Resolution Management Department across 3 timezones.
- Pioneer of Work from Home program before Covid-19 industry impact
- President of the Healthy Workforce Team Management 3years
- Event Planner for Farmer Markets with community
- Company Mascot 3 years
Languages
English
Full Professional
Timeline
Personal Care Assistant
Munro Estates
09.2023 - 06.2024
Healthcare Advocate
Contracted
06.2022 - 09.2024
Health Plan Specialist
Kaiser Permanente
06.2004 - 02.2021
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