Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cherita Walk

Taylor

Summary

Dynamic healthcare professional with extensive experience at Henry Ford Medical Center, specializing in patient case management and prior authorization processes. Demonstrated expertise in enhancing customer satisfaction while streamlining operations through exceptional organizational leadership and meticulous attention to detail. Highly skilled in navigating complex disability documentation and FMLA administration, consistently delivering timely resolutions.

Overview

25
25
years of professional experience

Work History

Medical Secretary

Henry Ford Medical Center
Woodhaven
07.2023 - Current
  • Obtain prior authorization approvals for prescription medications and medical equipment
  • Obtain global referrals for specialty appointments and testing
  • Reviewing disability documentation to determine eligibility
  • Maintaining and reviewing current patients’ cases
  • Meet deadlines for the completion and processing of patients FMLA and disability paperwork
  • Interact directly with claimants, policyholders, and physicians
  • Facilitate internal and external customer satisfaction in the resolution of claim-specific issues

Disability Coordinator

Henry Ford Medical Center
Woodhaven
10.2020 - 05.2023
  • Reviewing disability documentation to determine eligibility
  • Maintaining and reviewing current patients’ cases
  • Met deadlines for the completion and processing of patients FMLA and disability paperwork
  • Interact directly with claimants, policyholders, and physicians
  • Facilitate internal and external customer satisfaction in the resolution of claim-specific issues

Clinic Representative

Henry Ford Medical Center
Woodhaven
10.2019 - 10.2020
  • Complete patient registration
  • Face to face check in and check out
  • Insurance verification, cash collection and chart reconciliation
  • Make specialty and follow up appointments
  • Give the highest degree of service excellence to all patients

Lead Service Representative

AT&T
Pontiac
01.2009 - 01.2019
  • Drove comprehensive customer and client service including troubleshooting requests until reconciliation
  • Served as project manager for large-scale and complex projects to better streamline operations
  • Trained and mentored a diverse and multifaceted team on special projects for new and existing employees
  • Oversaw a team of staff members including delegating workload, scheduling, and staffing as needed
  • Handled incoming customer calls ensuring solid troubleshooting of issues until reconciliation
  • Utilized effective negotiation to prepare service requests for existing and new customers
  • Met and exceeded goals and objectives on a consistent basis
  • Implemented policies and procedures to drive down a backlog of 2500 requests resulting in training on new processes for new and existing employees and the backlog completely finished within four weeks

Customer Advocate

AT&T
Detroit
01.2000 - 01.2009
  • Handled customer and client requests by phone or in person to provide comprehensive information about products, services, account management, and detailed complaints
  • Worked directly with customers to promptly respond to inquiries with notification of claim investigation or planned adjustments
  • Ensured proper documentation of customer interactions and transactions, details of inquiries, complaints, and comments
  • Drove comprehensive troubleshooting of customer complaints until resolution
  • Served as lead for a business glitch in the system giving customers credits on their accounts in error, worked to ensure company received $250K+ in lost revenue within three weeks

Education

High school diploma or GED - General Studies

Western High School
Detroit, MI
07-1991

Skills

  • Organizational Leadership
  • Talent Development
  • Customer Success Management
  • Prioritization
  • Call Center
  • Customer Service
  • CSR
  • Customer Care
  • Insurance Verification
  • Account Management
  • Medical Office Experience
  • Medical Records
  • Microsoft Office (10 years)
  • Medical Scheduling
  • Epic
  • HIPAA
  • Cover My Meds
  • Availity
  • FMLA administration
  • Insurance verification
  • Disability documentation
  • Prior authorization
  • Patient case management
  • Customer service
  • Claim resolution
  • Office administration
  • Data entry
  • Medical terminology
  • Problem resolution
  • Time management
  • Attention to detail
  • Patient check-in
  • Team collaboration
  • Professional telephone etiquette
  • HIPAA compliance

Accomplishments

  • Implemented policies and procedures to drive down a backlog of 2500 requests resulting in training on new processes for new and existing employees and the backlog completely finished within four weeks.
  • Served as lead for a business glitch in the system giving customers credits on their accounts in error, worked to ensure company received $250K+ in lost revenue within three weeks.

Timeline

Medical Secretary

Henry Ford Medical Center
07.2023 - Current

Disability Coordinator

Henry Ford Medical Center
10.2020 - 05.2023

Clinic Representative

Henry Ford Medical Center
10.2019 - 10.2020

Lead Service Representative

AT&T
01.2009 - 01.2019

Customer Advocate

AT&T
01.2000 - 01.2009

High school diploma or GED - General Studies

Western High School

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Cherita Walk