Summary
Overview
Work History
Education
Skills
Timeline
Generic

Candace Alagbada

Mesquite,TX

Summary

Dynamic healthcare professional with extensive experience managing patient inquiries in a call center environment. Proficient in coordinating benefits across major commercial insurance plans, Medicare, Medicaid, and TRICARE to ensure seamless access to care for patients. Recognized for collaborative teamwork and a flexible approach to evolving challenges, consistently committed to achieving organizational objectives. Strong communication, problem-solving, and adaptability skills leverage effective issue resolution while prioritizing patient satisfaction and care quality.

Overview

9
9
years of professional experience

Work History

Transportation Coordinator (Temp)

Impressive Transport Services
07.2024 - Current
    • Coordinated driver dispatch to accomplish daily delivery requirements.
    • 40 + inbound & outbound calls daily.
    • Resolved customer issues related to shipments efficiently while maintaining high levels of satisfaction throughout the resolution process.
    • Ensured timely delivery of goods by closely monitoring shipments and proactively addressing potential delays.
    • Collaborated with cross-functional teams on supply chain initiatives, ensuring seamless integration of transportation coordination efforts.
    • Built and maintained strong partner relationships for smooth, cost-effective logistics.

Medical Scheduler

APCM
08.2020 - 07.2024
    • Efficiently scheduled new patient consultations for multiple pain management clinics in a fast-paced environment, ensuring seamless and timely access to care
    • Coordinated benefits and managed the schedules of multiple providers to meet the clinic's operational needs, utilizing Allscripts and eClinicalWorks software to optimize appointment availability
    • Collaborated closely with the team to achieve a 90% follow-up rate on outside referrals, improving continuity of care for patients
    • Managed patient inquiries, rescheduled appointments as necessary, and maintained compliance with HIPAA regulations
    • Conducted regular audits of patient complaints, helping to identify and address issues promptly to enhance the overall patient experience and satisfaction
    • Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.

Eligibility Representative

Accredo
01.2019 - 08.2020
    • Worked in high volume inbound call center coordinating benefits for patients with complex medical conditions using browser-based, integrated pharmacy systems. Managed 80+ calls daily.
    • Maintained team standards for referral processing time frames
    • Achieved high client satisfaction rates through effective communication and empathetic support during the eligibility process.
    • Leveraged advanced knowledge of federal, state, and local guidelines to ensure compliance across all aspects of the eligibility process.
    • Provided knowledgeable guidance to clients regarding specialty medication, processing time frames , coverage

Account Coordinator

PAR North America
08.2017 - 12.2018
    • Delivered superior customer support in a fast-paced contact center, managing an average of 80+ daily calls while consistently achieving a 95% customer satisfaction rate
    • Handled and de-escalated complex customer issues, conducting thorough investigations and delivering prompt resolutions, leading to a 30% decrease in repeat inquiries
    • Served as a key intermediary between clients, customers, and vendors, facilitating seamless communication and ensuring prompt issue resolution
    • Oversaw the assignment and coordination of recovery agents across multiple states, optimizing case management strategies and reducing turnaround time by 15%
    • Assisted in developing and implementing successful marketing strategies to increase client revenue.

Administrative Assistant (Temp )

Robert Half
11.2016 - 05.2017
  • Efficiently managed heavy scheduling and calendaring responsibilities using Microsoft Outlook, ensuring optimal time management for CFO & Executive manager
  • Answered 30+ incoming calls on multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Handled filing, scanning, and copying duties, maintaining an organized and easily accessible document system
  • Proficiently utilized word processing software to create, edit, and format documents for internal and external communications
  • Facilitated faxing and filing operations, ensuring the timely and secure transmission of essential documents
  • Provided comprehensive administrative support for diverse projects, collaborating with other employees and departments to ensure project success
  • Managed and prioritized tasks effectively to support the demands of two managers simultaneously, demonstrating strong multitasking abilities

Education

Bachelor of Arts - Social Work

University of Texas At Austin
Austin
01-2015

Skills

  • Customer service
  • Problem-solving
  • Active listening
  • Strong verbal and written communication skills
  • Attention to detail
  • Adaptability and flexibility
  • Complaint resolution
  • Time management
  • Delivering accurate and high-quality information

Timeline

Transportation Coordinator (Temp)

Impressive Transport Services
07.2024 - Current

Medical Scheduler

APCM
08.2020 - 07.2024

Eligibility Representative

Accredo
01.2019 - 08.2020

Account Coordinator

PAR North America
08.2017 - 12.2018

Administrative Assistant (Temp )

Robert Half
11.2016 - 05.2017

Bachelor of Arts - Social Work

University of Texas At Austin

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