Andre'a Daily
Lancaster,TX
Summary
Experienced professional with a solid background in care coordination, offering expertise in patient advocacy, healthcare planning, and resource management. Recognized for exceptional ability to collaborate effectively within teams and consistently achieve measurable results. Possessing strong adaptability to changing needs, supported by robust communication and organizational skills. Demonstrating reliability and a focused approach in delivering high-quality care outcomes.
Overview
10
10
years of professional experience
Work History
Care Coordinator
Cardinal Health/Randstad
09.2024 - Current
- Applied acquired job skills and company policy and procedures to complete assigned task
- Create and complete accurate referrals and applications into centralized customer relationship management platform while staying updated on policy or procedural changes
- Entered in patient's insurance information and updated demographics
- Assisted patients with enrolling onto companies' website to register and fill out enrollment application
- Reviewed prior authorizations, appeals and enrollment forms
- Provided patient with knowledge of their current insurance coverage
- Answer inbound calls on an automatic dialer system
- Resolve patient's questions and concerns regarding patient journey status
- Entered detail, accurate, and clear information into company proprietary software while conversing via telephone
- Place outbound phone calls for patient follow-ups or confirmations
- Maintain quality while providing an empathetic and supportive experience to the patient by controlling the patient conversation and educating the caller
- Interact with the patient referral sources, which includes healthcare providers, to process new applicants
- Steward patient accounts from initial contact through final approval/denial
- Consult with Supervisor or senior peers on complex and unusual problems
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
Patient Account Representative/Team Lead
Navigant Cymetrix
02.2017 - 05.2023
- Revenue cycle Management specialist
- First point of contact for all business-related requests and correspondence from patients and insurance companies
- Communicate via phone, email, fax, mail and online chat
- Answering inbound/outbound calls on an automatic dialer
- Processing monetary transactions
- Achieve monthly collection goals
- Monitor accounts to identify outstanding debts
- Negotiating with patients on how to resolve outstanding balances
- Navigating through multiple systems and computer screens
- Contributed to the improvement of overall collections rate by consistently meeting personal targets for account resolution.
- Updating spreadsheets daily and keeping record of payments collected
- Answering questions and problem solving with team members via Microsoft teams/weekly meetings
- Improved team performance by providing ongoing training, guidance, and support to Patient Account Representatives.
- Collaborated with healthcare providers to ensure proper coding and documentation of medical services rendered.
- Supported financial objectives by reviewing credit balances, refunding overpayments, and negotiating payment plans as needed.
- Enhanced patient satisfaction by efficiently handling inquiries, resolving issues, and providing prompt assistance.
- Provided exceptional customer service while addressing concerns from patients regarding their accounts or insurance coverage.
Inbound CSR
Maximus
02.2015 - 01.2017
- Handling inbound and outbound calls to set up doctor's appointments for veterans
- Effectively and navigating through multiple systems to obtain and provide accurate information
- Advising veterans of consults from doctor's received from Veteran's Affairs
- Accurate use and entry of CPT or diagnosis codes as needed
- Administrative tasks, i.e
- Faxing, copying, scanning
- Verifying coverage and eligibility for our veterans
- Quickly perform data entry tasks within multiple systems
- Providing exceptional customer service to our veterans and their providers
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Education
Associate of Arts -
Dallas College
Dallas, TX05.2023
Skills
- Case management
- Documentation
- Patient education
- Organizational skills
- Patient advocacy
- Medical terminology understanding
- Insurance practices
- Data entry
- Patient relations
- Training and mentoring
Timeline
Care Coordinator
Cardinal Health/Randstad
09.2024 - Current
Patient Account Representative/Team Lead
Navigant Cymetrix
02.2017 - 05.2023
Inbound CSR
Maximus
02.2015 - 01.2017
Associate of Arts -
Dallas College
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