Aloni Pettway
Long Beach,CA
Summary
Compassionate and detail-oriented healthcare professional with over 13 years of experience in patient care, healthcare customer service, pharmacy operations, and radiology scheduling. Proven ability to manage high call volumes, coordinate patient appointments, resolve insurance issues, and provide exceptional support in a fast-paced healthcare environments. Strong communication, organizational, and problem-solving skills with a commitment to delivering outstanding patient experiences.
Overview
16
16
years of professional experience
Work History
Centralized Radiology Scheduler
Hoag Memorial Hospital Presbyterian
Costa Mesa, CA
09.2024 - Current
- Scheduled radiology appointments using advanced scheduling software to optimize patient flow.
- Coordinated communication between physicians, patients, and radiology staff to ensure clarity in scheduling.
- Managed patient records and ensured accurate entry of demographic information into electronic systems.
- Assisted in resolving scheduling conflicts and provided timely updates to patients regarding appointment changes.
- Developed efficient workflows to reduce wait times and enhance patient satisfaction in the radiology department.
- Maintained compliance with hospital policies while processing insurance information for scheduled procedures.
- Handled approximately 60-80 inbound calls per day while maintaining excellent customer service.
- Renamed and Organized physician fax documents to support accurate patient scheduling
Customer Service Representative
OptumRx
Costa Mesa, CA
10.2016 - 06.2018
- Provided exceptional customer support, answering high call volume of calls, resolving inquiries efficiently and ensuring high satisfaction levels.
- Educated clients on prescription benefits, facilitating informed decisions regarding medication management.
- Managed complex billing issues, collaborating with internal teams to expedite resolution and enhance service quality.
- Developed training materials for new representatives, fostering a culture of continuous learning and improvement.
- Assisted patients with prescription refills through a national mail-order pharmacy.
- Placing approved overrides and submitting prior authorizations
- Delivered compassionate, accurate, and efficient service while meeting performance goals.
Research Analyst
OptumRx
Costa Mesa, CA
06.2018 - 05.2021
- Investigated and resolved prescription and insurance-related issues.
- Worked with with patients, insurance providers and internal departments o resolve complex cases.
- Ensured timely follow-up and accurate documentation.
Account Manager
OptumRx
Costa Mesa, CA
05.2021 - 03.2024
- Reviewed recorded customer service calls involving patient complaints. Prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Evaluated call quality and documented detailed summaries and coaching when necessary.
- Identified trends and opportunities to improve customer service performance.
- Collaborated with leadership to support quality assurance initiatives.
Certified Nursing Assistant
LivHOME
Los Angeles, CA
04.2010 - 07.2013
- Provided compassionate care to patients, enhancing their comfort and well-being.
- Assisted in daily living activities, promoting independence and dignity for clients.
- Monitored vital signs and reported changes to nursing staff, ensuring timely interventions.
- Documented patient progress accurately, maintaining compliance with healthcare regulations.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
Skills
- Microsoft suites
- HIPAA compliance
- Patient scheduling
- Insurance verification
- Appointment coordination
- Radiology procedures
- Teamwork
- Problem-solving
- Multitasking
- Attention to detail
- Excellent communication
- Reliability
Timeline
Centralized Radiology Scheduler
Hoag Memorial Hospital Presbyterian
09.2024 - Current
Account Manager
OptumRx
05.2021 - 03.2024
Research Analyst
OptumRx
06.2018 - 05.2021
Customer Service Representative
OptumRx
10.2016 - 06.2018
Certified Nursing Assistant
LivHOME
04.2010 - 07.2013