Summary
Overview
Work History
Education
Skills
Interests
Employer Contact Information
Timeline
Generic

Ayanna Wyatt

Hoover,Al

Summary

I am a graduate from the University of Alabama with a degree in Public Health and a minor in Addiction and Recovery on a health professions track. With this academic interest, I would also like to further my career in Nursing. Furthermore, I would like to also advise that with my degree, I was able to become more knowledgeable about Public Health that outlines a spectrum towards those who are on fixed incomes which prohibits necessities for survival such as insurance, medication, etc. With that being said, I would hope that you would give me the opportunity to display my intelligence, dedication, and impeccable work ethic at your worksite.

Overview

15
15
years of professional experience

Work History

Program Volunteer

Birmingham VA Medical Center
Birmingham, AL
05.2009 - 08.2009
  • Engaged with others successfully using strong verbal and written communication skills.
  • Kept facilities organized, clean and well-maintained to best meet program needs.
  • Volunteered over 100 hours with organization helping with problem solving for the betterment of patient needs.
  • Completed assigned duties and consistently produced high volume of work to support daily business needs.
  • Welcomed customers and answered questions.
  • Educated residents and families about available services and resources.
  • Communicated needs and issues to appropriate supervisors for administrative action.
  • Adhered to high level of standards and values, and maintained professional demeanor.
  • Delivered personal items such arts and crafts and other necessities throughout hospital.
  • Assisted with clerical tasks, including filing, shredding and stuffing envelopes.
  • Dispensed materials and paperwork to all parties and filed away paperwork once completed.
  • Talked with volunteer prospects to identify personal goals and effectively pair individuals with appropriate organizations.
  • Maintained up-to-date and accurate program files and records.
  • Assisted with administrative duties within the bagel building such as data entry
  • Aided in medical attention to those dealing with inpatient care that surrounds medical / surgical issues.

Customer Service Representative

United Parcel Service
Bessemer , AL
07.2017 - 04.2019
  • administrative tasks such as filing claims and handling insurance policies.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Made outbound calls to obtain account information.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Remained constantly aware of customer activity to ensure safe and secure shopping environment.
  • Exceeded company productivity standards on consistent basis.

Customer Service Associate

BLUE CROSS BLUE SHIELD OF ALABAMA
Birmingham, AL
04.2019 - 07.2021
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Reviewed account and service histories to identify trends and issues.
  • Recommended improvements to products and services to mitigate complaints.
  • Relayed productive customer feedback to marketing teams.
  • Shared detailed information regarding options to help customers make decisions.
  • Consulted with customers regarding needs and addressed concerns.
  • Communicating with providers, pharmacies, billing agencies
  • Communicating guidelines regarding Medicare, Hippa, etc.
  • Verifying Patient Identifiers / maintaining patient information and records confidential
  • Communicating with Primary Care Physicians regarding Patients Annual Wellness Exam
  • Communicating with patients regarding scheduling for in home health assessments with Healthcare Vendors
  • Communicating with physicians regarding filing of claims along with the submission of accurate CPT/ ICD 10 coding
  • Communicating with patients and physicians regarding submitting prior authorizations, step therapy request, formulary exceptions, and quantity limit exceptions for medications
  • Submitting Predetermination Requests regarding durable medical equipment / surgery for patients
  • Aiding in providing accurate benefits pertaining to eligibility to both patients and providers
  • Communicating with patients and providers regarding transfers to the correct department
  • Communicating with Social Workers regarding assistance with medication and transportation to and from Doctor appointments
  • Communicating with Case Managers regarding precertification's for x-ray's, skilled nursing facilities, and radiation therapy

Medicare Patient Account Representative

Southview Medical Center
Birmingham, AL
11.2021 - Current
  • Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments.
  • Resolved inquiries from patients, families and external payers.
  • Reached out to patients once insurance was billed in order to obtain payments due.
  • Applied organizational policies and complied with regulations for patient privacy.
  • Reviewed flagged items daily and resolved issues.
  • Processed refunds, disbursements and payments.
  • Submitted electronic bills following facility and legal compliance standards.
  • Generated detailed reports outlining billing, flagged items and other important data.
  • Compared statements against patient files.
  • Created letters, invoices and other documents with diverse computer programs
  • Organized and maintained office supplies to promote team productivity.
  • Accepted and processed customer payments and applied toward account balances.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
  • Interfaced with customers to bring accounts current with suitable repayment plans.
  • Updated procedure / diagnosis codes based upon Medical Records and Medicare guidelines
  • Worked efficiently with Doctors / Specialists regarding procedure codes / diagnosis codes

Education

Advanced Academic Diploma -

Hoover High School
Hoover, AL
05.2013

Bachelor of Science - Public Health, Addiction and Recovery, Health Professions

The University of Alabama
Tuscaloosa, AL
12.2018

Skills

  • Employee of the month for six consecutive months at the United Parcel Service
  • World Class Customer Service Associate of BCBS of Alabama 2019-2021
  • Analytical
  • Emotional awareness
  • Patient assessment
  • Progress evaluations understanding
  • Quality assurance controls
  • Team collaboration
  • Treatment plans knowledge
  • Resource coordination
  • Data evaluation
  • Document management
  • Community service
  • Public speaking
  • Recordkeeping
  • Materials handling
  • Excellent in documenting calls within high call volumes
  • Excellent with assisting patients via phone and in person in a timely manner
  • Excellent in multitasking
  • Strong writing and computer skills
  • Excellent customer service skills and administrative support
  • Knowledgeable with Medicare and Hippa Guidelines
  • Knowledgeable of medical terminology along with knowledge of CPT and ICD 10 coding
  • Experienced with submitting and receiving authorization requests from healthcare professionals within the accurate turn around time
  • Knowledgeable with verifying patient demographics and insurance information
  • Excellent organizational skills
  • Excellent Time- management skills
  • Excellent with following up with patients regarding predetermination / medication requests
  • Excellent with multitasking clerical tasks and assisting patients via phone
  • Proficient in Microsoft Office
  • Proficient in scheduling appointments
  • Proficient in updating claims
  • Proficient in submitting appeals / grievances

Interests

Dedicated , Hardworking Multitasker Team leader Activities Participated in St. Jude Club from May of 2014 – January of 2016 Participated in Volunteer Services through the Birmingham VA Medical Center Participated in Bryce Partlow volunteer services through Hoover City Schools Participated in the non-profit organization the Phoenix House 2

Employer Contact Information

Program Volunteer Birmingham VA Medical Center

700 19th St S, Birmingham, AL 35233

Supervisor: Charmel Taylor - 205-933-8101 ext. 3883

United Parcel Service

3985 Parkwood Road Ste. 109 Bessemer Al, 35022

Supervisor: Watson Cole - 205-230-0088

Blue Cross Blue Shield Alabama

450 Riverchase Parkway East Birmingham, Al 35244

Manager: Khisha Chatman -205-220-2100

Southview Medical Group

833 ST. VINCENT'S DRIVE POB III, Birmingham, AL 35205

Supervisor: Angela Dailey - 205-933-4500 ext. 1168

Timeline

Medicare Patient Account Representative

Southview Medical Center
11.2021 - Current

Customer Service Associate

BLUE CROSS BLUE SHIELD OF ALABAMA
04.2019 - 07.2021

Customer Service Representative

United Parcel Service
07.2017 - 04.2019

Program Volunteer

Birmingham VA Medical Center
05.2009 - 08.2009

Advanced Academic Diploma -

Hoover High School

Bachelor of Science - Public Health, Addiction and Recovery, Health Professions

The University of Alabama

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Ayanna Wyatt