April Young
Dallas,TX
Summary
Dynamic Patient Financial Services professional at Parkland Memorial Hospital, adept in electronic health records and process management. Proven track record in enhancing team performance and customer satisfaction through effective communication and innovative solutions. Skilled in navigating complex insurance processes while maintaining compliance and accuracy in patient registrations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Patient Financial Services (PFS)
Parkland Memorial Hospital
Dallas, TX
11.2023 - Current
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Processed patient registrations and verified insurance information efficiently.
- Maintained accurate patient records in electronic health systems.
- Collaborated with healthcare staff to ensure smooth registration workflows.
- Trained new clerks on registration procedures and system usage effectively.
- Processed patient registration forms, collected fees, and issued receipts for services rendered.
Quality Analyst Associate
Tata Consulting Services
Plano, TX
07.2021 - 11.2023
- Thoroughly provide policy details not limited to Death Benefits, Living Benefits, Policy Values, Riders, Contestation and Claims Handling based upon contract terms, federal and state regulations.
- Evaluate, coach and motivate teams members, identify opportunities to drive process improvements, positively impacting customer experience.
- Understands and follows standards, policies, and procedures.
- Strong adaptability to process changes, manage multiple deadline requirements and attend various calibrations meetings providing feedback on quality assurance, service levels, results and improvements.
- Establish positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Provide support to Business Unit and other teams as needed per skill set with resolving customers inquiries, processes, procedures and de-escalations.
- Regularly audit the work amongst teams for accuracy and adherence to procedures, assign task to management for recommended coaching's, trends and or improvements.
Service Coordinator
Waterlogic USA
Grapevine, TX
03.2020 - 09.2020
- Developed productive working relationships with internal/external service technicians and independent contractors around the USA
- Maintained accurate records and full compliance with SLA
- Monitored company progress via Salesforce for scheduling of routine maintenance, replacements and special projects timelines.
- Completed timely changes and updates to schedules in central scheduling system.
- Communicated with clients, supply chain, management and service technicians given notice of particular schedule changes, cancellations or additions.
- Provided updates on status of contract processes to upper management and other important personnel.
- Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
Technical Support Representative
ADT Security
Irving, TX
12.2016 - 09.2019
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Tested equipment, connections and signals to verify security system functionality.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Catastrophe Claim Representative Intake(Contract)
Worley-State Farm
Irving, TX
09.2016 - 12.2016
- Corresponded with insured or agent to obtain information or inform of account status or changes.
- Documented specific claims by completing and recording forms, reports and logs.
- Determined covered insurance losses by studying provisions of policies or certificates.
- Collaborated with fellow team members to manage large volume of claims.
- Reviewed documentation to verify claim details and eligibility requirements.
- Processed incoming claims accurately and efficiently using proprietary software.
- Assisted in resolving complex claim issues as needed.
Healthcare Customer Service Representative
Teleperformance USA Humana
Dallas, TX
03.2013 - 09.2016
- Maintain knowledge of policies and procedures, utilize eligibility systems (Cyberlife Mainframe) and relevant resources.
- Analyze contracts and claim systems to apply appropriate benefit amounts.
- Assisted patients in navigating insurance authorization requirements for referrals.
- Document specific claims by completing and recording forms, reports and logs.
- Coordinated patient referrals between providers and specialists effectively.
- Managed referral documentation and ensured compliance with healthcare regulations.
- Maintained updated knowledge of specialist services and referral protocols routinely.
Education
TEXAS ALL LINES ADJUSTER
American Adjusters Academy
Fort Worth, TX12.2022
High School Diploma -
A Maceo Smith New Tech High School
Dallas, TX05.2003
Skills
- Computer proficiency in CK4, AWD, Encor and Epic
- Process management fundamentals
- Analytical investigation skills
- Insurance industry knowledge
- Verbal and written communication
- Microsoft Office suite expertise
- Independent workload management
- Electronic health records
- Teamwork and collaboration
- Clerical support
- Good Telephone Etiquette
Certification
TEXAS DEPARTMENT OF INSURANCE
Timeline
Patient Financial Services (PFS)
Parkland Memorial Hospital
11.2023 - Current
Quality Analyst Associate
Tata Consulting Services
07.2021 - 11.2023
Service Coordinator
Waterlogic USA
03.2020 - 09.2020
Technical Support Representative
ADT Security
12.2016 - 09.2019
Catastrophe Claim Representative Intake(Contract)
Worley-State Farm
09.2016 - 12.2016
Healthcare Customer Service Representative
Teleperformance USA Humana
03.2013 - 09.2016
TEXAS ALL LINES ADJUSTER
American Adjusters Academy
High School Diploma -
A Maceo Smith New Tech High School