Contessa Collins
Health Program Specialist I
North Little Rock,AR
Summary
Versatile and optimistic individual seeking a position to facilitate effective learning principles in an organization where I can make use of my knowledge and skills acquired to provide services and demonstrate effective leadership. Result driven employee recognized for exceptional ability to demonstrate leadership in a complex operational environment and being able to establish clear vision of work goals. Works well independently or in a group setting providing all facets of excellent communication, personal skills, and presentation capabilities. Always eager to learn new skills and abilities. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Polite and professional and successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
13
13
years of professional experience
11
11
years of post-secondary education
8
8
Certificates
Work History
Home Customer Service Agent II (PT Evenings)
Sutter Mental Health
04.2023 - Current
- Answer incoming calls from patients and clinicians (50-80 calls per day)
- Input data into computer programs and filing systems
- Verify insurance information
- Utilize two computer monitor systems
- Send Digital fax and analog fax
- Review medical records for completeness new critical status changes
- Assist hospital facilities and patients with several mental health and addiction services.
- Facilitated communications through management of inbound and outbound customer calls.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Linkage to Care Coordinator
Arkansas Department of Health
Little Rock, AR
07.2021 - Current
- Identifies persons who are newly diagnosed with HIV or previously tested positive and link them to medical care
- Schedule Ending the HIV Epidemic medical appointment with partnered providers
- Conduct phone interviews with individuals identified as HIV positive
- Locate and determine appropriateness for linkage to care activities
- Prioritize cases according to disease and geographical location to maximize disease intervention activities
- Preforms STD rapid tests
- Coordinate and share data with the Ryan White Part B program to ensure clients labs are up to date
- Investigate persons on the not in care list who are non-Ryan White client to obtain information on missing HIV data
- Compile statistical report pertaining to the care continuum variables.
- Built strong relationships with clients to deliver emotional support and companionship.
- Used company software and databases to maintain records of services performed and patient conditions.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Completed resident assessments in accordance with current regulations and guidelines.
- Transported individuals to events and activities, medical appointments, and shopping trips.
Medical Claims Specialist 1
Blue Cross Blue Shield
03.2021 - 03.2022
- Resubmitted correct claims and appeals to insurance companies within timely filing
- Reviews and resolves claim appeals according to policy guidelines
- Detail knowledge of medical coding; ICD-9, CPT and HCPCS codes
- Work task planning, flexibility, and strong communication skills with team members to enable completing 2 people / 2 step Claims Update process, ensure all holds have been cleared and all steps have been processed by end of the day
- Working as part of the Aged Advances Reporting Team
- Responsible for charge and payment entry within Electronic Health Record
- Coordinates and clarifies with providers, when necessary, on information that seems incomplete or is lacking for proper account/ claim adjudication
- Responsible for correcting, completing, and processing claims for all payer codes
- Analyze and interpret that claims are accurately sent to insurance companies
- Perform follow up with Medicare, Medicaid, Medicaid Managed Care, and Commercial insurance companies on unpaid insurance accounts identified through aging reports.
- Managed large volume of medical claims on daily basis.
- Used administrative guidelines as resource or to answer questions when processing medical claims.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Processed and recorded new policies and claims.
- Responded to correspondence from insurance companies.
- Submitted electronic/paper claims documentation for timely filing.
Record Management Analyst
Arkansas Department of Human Service
06.2019 - 03.2021
- Analyze paper and document flow patterns and recommend changes and improvements to work processes to control and optimize document processing
- Gathering and analyzing data
- Interpreting gathered data
- Submitting weekly, monthly, and yearly reports to the relevant department heads and management
- Establishing new data gathering and analysis techniques within the organization
- Formulating procedural manuals for all departments
- Compile and maintain records system documentation
- Develop and maintain the division or department technical libraries.
- Engaged in daily communications with internal partners and identified document-related issues that required interdepartmental cooperation.
- Adhered to established procedures for handling sensitive and classified documents to retain chain of custody integrity.
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Converted documents from one application to another.
- Created and maintained user accounts and properly routed documents for approval and training.
- Transmitted documents, organized revisions and tracked changes.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
Health Service Specialist II (Customer Service Representative)
Arkansas Department of Health
10.2018 - 06.2019
- Interviews clients to obtain financial, insurance, and personal data to initiate or update patient records
- Receives and records fees and balances cash against receipts issued
- Answers and screens phone calls, schedules clinic appointments, and receives and routes patients
- Data entry
- Evaluates client data within established guidelines to determine client eligibility for health services
- Enters billing data to client accounts to update financial records
- May maintain security for and issue supplemental food vouchers according to instructions and defined procedures
- Performs other duties as assigned.
- Assisted with regulatory issues such as compliance.
- Created and implemented organizational policies and procedures.
- Tracked and evaluated statistical data on healthcare activities to make effective program decisions.
- Documented patient information and care activities in electronic health record.
Local Office Administrative Assistant
Arkansas Department of Human Service(DCO)
01.2015 - 10.2018
- Screens incoming calls, directs calls, and takes and transmits messages
- Greets visitors and provides assistance
- Receives, sorts, and distributes various mail and correspondence to appropriate personnel
- Prepares external and internal outgoing mail and follows established procedures and postal requirements
- Photocopies various documents and ensures appropriate safeguard of such documents related to confidentiality
- Performs tasks using standard operating equipment and computer programs to prepare and format forms, correspondence, reports, and other documents
- Provides routine data entry, keying in information into designated fields using various databases
- Assists in ensuring the proper flow of paperwork exists within an assigned department
- Answers written or oral inquiries of a routine nature
- May schedule appointments and conference rooms, verify data, provide follow up, and communicate appointment schedule to appropriate parties
- Performs other duties as assigned
- Using a computerized system, responds to Arkansas Medicaid member inquiries in a call center environment using standard scripts and procedures
- Gathers information, assesses caller needs, research and resolves inquiries, and documents calls
- Provides clear and concise information regarding member eligibility, along with assisting callers with completing their Medicaid applications and providing updates on their application status.
Dialysis Technician/Lead Unit Clerk
US Renal Care Inc
01.2011 - 01.2015
- Assemble supplies and preparing machinery
- Test monitors and machine functions
- Take patient vital signs before and after treatment
- Measure, calculate and adjust blood flow and fluid removal rates
- Monitor patients and equipment, responding to alarms, and adjusting treatment
- Respond appropriately to dialysis-related emergencies
- Disinfecting dialysis supplies and sanitizing equipment
- Communicating emotional, medical, psychosocial, and nutritional concerns to the registered nurse and working with them to ensure patient needs are met.
- Started and ended reverse osmosis water systems and completed water quality monitoring tests.
- Set-up equipment for dialysis and primed dialyzer in preparation for use.
- Explained dialysis procedures and hemodialysis machine operation to patients prior to treatment to ease anxieties.
- Measured and recorded patients' pre-dialysis and post-dialysis vital statistics.
- Gathered, charted, and analyzed patient history data and discussed key points with clinicians.
- Inventoried, ordered and restocked equipment and supplies needed for hemodialysis treatment.
- Utilized medical software to document and track patient progress.
- Monitored patient vital signs, lab results and other indicators of health.
- Performed diagnostic tests and reported results to healthcare providers.
- Participated in hospital and clinic staff meetings to discuss patient care.
- Cleaned and sterilized instruments, equipment and surfaces.
- Set up and operated dialysis machines for patients receiving treatment for kidney failure.
Supervisor/Lead Unit Clerk
US Renal Care Inc
01.2011 - 01.2015
- Supervisor over a small group of workers, to ensure all office duties were completed and ready for end of the month reports
- Assist with Payroll and employee leave
- Scans all patients’ information to Intake for Approval
- Answer phones, greet patients and visitors in a professional manner
- Update and maintain medical records; prepare patient records and charts for daily treatments and assist in auditing records for ongoing compliance as required
- Input PD charges, acute care, and other charges as requested; prepare billing and patient attendance logs
- Monitor and distribute incoming mail, both email and postal delivery
- Monitor office supplies and inventory doing reorders when necessary
- Prepare lab slips and tubes for routine (monthly) and non-routine blood work and direct same to appropriate laboratory as required
- Establishes patient record by preparing folder; assigning patient number; completing patient identification information.
- Maintained compliance with company policies, objectives, and communication goals.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Monitored workflow to improve employee time management and increase productivity.
- Educated staff on organizational mission and goals to help employees achieve success.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained database systems to track and analyze operational data.
- Collected, arranged, and input information into database system.
Education
Associates, General Studies -
University of Arkansas at Monticello
08.2010 - 05.2013
Technical, Health Information Technology (Medical Billing and Coding) - undefined
University of Arkansas at Monticello
08.2010 - 05.2013
Proficiency in Business Administration Certification - undefined
University of Arkansas at Monticello
08.2010 - 05.2013
High School Diploma - undefined
Lakeside High School
08.1999 - 05.2002
Bachelor of Science -
Arkansas Tech University
Russellville, AR 12.2023 - Current
Skills
Research skillsundefined
Certification
CCHT (Certified Clinical Hemodialysis Technician)
References
- Linda Agnew-Morgan, CLC, TTS, Community Engagement & Development Manager, Arkansas Department of Health, 4815 W. Markham Street, Slot 22, Little Rock, AR, 72205, 501-661-2745, Linda.d.morgan@arkansas.gov
- Pamela Heard, Ashley County Administrator, Arkansas Department of Human Services, 201 W Lincoln St, Hamburg, AR, 71646, 1-870-853-9816, Pamela.heard@dhs.arkansas.gov
- Shawn Brown, Program Eligibility Specialist, Arkansas Department of Human Services, 201 N 1st St, McGehee, AR, 71654, 1-870-222-4144, Shawn.Brown.DCO@dhs.arkansas.gov
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Bachelor of Science -
Arkansas Tech University
12.2023 - Current
Home Customer Service Agent II (PT Evenings)
Sutter Mental Health
04.2023 - Current
Linkage to Care Coordinator
Arkansas Department of Health
07.2021 - Current
Medical Claims Specialist 1
Blue Cross Blue Shield
03.2021 - 03.2022
Record Management Analyst
Arkansas Department of Human Service
06.2019 - 03.2021
Health Service Specialist II (Customer Service Representative)
Arkansas Department of Health
10.2018 - 06.2019
Local Office Administrative Assistant
Arkansas Department of Human Service(DCO)
01.2015 - 10.2018
Dialysis Technician/Lead Unit Clerk
US Renal Care Inc
01.2011 - 01.2015
Supervisor/Lead Unit Clerk
US Renal Care Inc
01.2011 - 01.2015
Associates, General Studies -
University of Arkansas at Monticello
08.2010 - 05.2013
Technical, Health Information Technology (Medical Billing and Coding) - undefined
University of Arkansas at Monticello
08.2010 - 05.2013
Proficiency in Business Administration Certification - undefined
University of Arkansas at Monticello
08.2010 - 05.2013
High School Diploma - undefined
Lakeside High School
08.1999 - 05.2002
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