BRANDAISIA OXENDINE
Saint Augustine,Florida
Summary
Directed operations for high-volume inbound calls and benefits verification to enhance patient care delivery. Led training sessions on regulatory and compliance requirements in the healthcare sector. Fostered collaboration with clinical teams to streamline workflows and prevent service delays.
Delivered comprehensive training programs aimed at improving interpersonal communication, sales strategies, and product expertise.
Developed evaluation tools to assess training outcomes and facilitate ongoing feedback for enhancement.
Overview
7
7
years of professional experience
Work History
Trainer/Team Lead
Mckesson
Philadelphia, PA
09.2024 - Current
- Developed and delivered training programs on operational excellence and compliance standards.
- Facilitated onboarding sessions for new employees, enhancing team integration and performance.
- Collaborated with cross-functional teams to identify training needs and improve curriculum effectiveness.
- Implemented feedback mechanisms to assess training impact and drive continuous improvement initiatives.
- Coordinated logistics for training sessions, optimizing resource allocation and participant engagement.
- Designed e-learning modules using instructional design principles to enhance accessibility and learning retention.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- · Maintain accurate records of training activities and employee progress.· Work closely with cross-functional teams to identify training needs and align training programs with business goals.·
- Keep up-to-date with industry trends, healthcare regulations, and emerging technologies to ensure training content is relevant.
Healthcare Call Center Representative
Teleperformance
FL
10.2022 - 08.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed a high volume of 75 calls daily, maintaining composure under pressure while providing exceptional service.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
Medical Call Center Representative
Aston Carter
FL
09.2020 - 12.2022
- Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Provided exceptional customer service, addressing inquiries from both patients and healthcare providers promptly and professionally.
- Assisted patients with navigating complex healthcare systems by providing guidance on available resources and support services.
Prior Authorization Specialist
Cigna
FL
11.2018 - 08.2020
- Conducted regular audits of patient accounts to maintain accuracy, minimize errors, and prevent revenue loss due to incorrect billing practices.
- Streamlined patient registration process for increased efficiency and reduced wait times.
- Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
Education
High School -
St Johns Technical High School
Saint Augustine, FL05.2019
Skills
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Facilitated inbound and outbound communication to support customer inquiries and resolve issues effectively Managed call flow to ensure timely responses and maintain customer satisfaction Assisted team members in achieving communication goals through collaborative efforts
- Executed insurance verification processes to ensure accurate patient billing
- Demonstrated typing proficiency at 55 words per minute
- Conducted comprehensive analysis of claims to identify trends and discrepancies
- Administered medical billing software to streamline revenue cycle management
- Demonstrated expertise in ICD-10 coding and classification systems
- Demonstrated expertise in HIPAA compliance regulations and best practices
- Streamlined prior authorization processes to enhance operational efficiency
- Managed appointment scheduling to optimize team availability and enhance client interactions
- Managed high-volume inbound and outbound calls to ensure customer satisfaction
- Assisted in data entry tasks to maintain accurate records Supported data analysis efforts to identify trends and insights Collaborated with team members to streamline data management processes
Timeline
Trainer/Team Lead
Mckesson
09.2024 - Current
Healthcare Call Center Representative
Teleperformance
10.2022 - 08.2024
Medical Call Center Representative
Aston Carter
09.2020 - 12.2022
Prior Authorization Specialist
Cigna
11.2018 - 08.2020
High School -
St Johns Technical High School