Dana Calhoun
Pleasant Grove,AL
Summary
Adept at managing incoming calls and emails, coordinating documents and explaining benefits in relatable terms. Proficient in checking information, processing applications and managing enrollments. Good communication, organizational and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Claims and Program Representative
Railroad Retirement Board
07.2023 - Current
- Review and track reports, documents and applications.
- Resolve complex issues proactively, preventing potential roadblocks to successful project completion.
- Interpret and enforce procedures and policies.
- Conduct interviews to obtain information about an individual applicant's eligibility and entitlement to benefits under the retirement, survivor, disability, sickness and unemployment programs.
- Develop and maintain liaison with railroad employers, labor organizations, Congressional offices, Social Security Administration (SSA) offices, other Federal, State and local government agencies, private organizations, hospitals, nursing homes, etc., to promote understanding of the agency programs and services, encourage cooperation and provide training and foster positive public relations.
- Adjudicate claims for benefits and makes entitlement decisions.
- Compute and award payment of benefits.
- Conduct investigations, including sensitive and difficult interviews, to obtain additional information requested by headquarters or the district office.
- Answer questions and provides guidance on other programs such as Medicare, taxation of benefits, and Social Security entitlement.
- Handle calls through the Nationwide Toll-Free Service (NTFS) which may come from any area within the network or from another network.
Contact Representative
Social Security Adminstration
08.2021 - 07.2023
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted interviews to determine the nature of the call.
- Identified persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively.
- Provided information on SSA's policies and procedures and resolved customer questions by identifying the issue and selecting the best option(s) for resolution.
- Determined eligibility for programs administered by SSA.
- Used automation tools to access and update information.
- Delivered service to customers within agreed service levels and established performance standards.
- Increased customer retention by expertly handling escalated issues in a timely manner.
Patient Care Coordinator
Grandview Medical Center
04.2016 - 05.2021
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Conducted regular audits of documentation accuracy within the practice management software, addressing discrepancies promptly for better data integrity.
- Resolved customer complaints using established follow-up procedures.
- Facilitated communication between patients and various departments and staff.
- Organized community outreach events to promote awareness of available services, increasing clinic visibility within the local area.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Entered data, generated reports, and produced tracking documents.
IT Consultant
Training Wheels Consulting
07.2012 - 02.2016
- Provided training sessions on new technologies and best practices, enhancing team members'' knowledge and skills in the field of IT consulting.
- One on one and classroom training to Providers and Nurses.
- During Go Live, provided elbow support in both ambulatory and inpatient settings end users including, Providers, and Nurses.
- Trained & Provided Physician and Nursing support during Go Live implementation.
- Developed and implemented policies, procedures, training and development for network resource administration.
- Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
- Reduced downtime by proactively addressing potential issues through regular system maintenance and updates.
Education
Skills
- Effective Time Management
- Goal-oriented mindset
- Application processing
- Quality Assurance
- Decision-making capabilities
- Project Management
Timeline
Claims and Program Representative
Railroad Retirement Board
07.2023 - Current
Contact Representative
Social Security Adminstration
08.2021 - 07.2023
Patient Care Coordinator
Grandview Medical Center
04.2016 - 05.2021
IT Consultant
Training Wheels Consulting
07.2012 - 02.2016
Similar Profiles
DENNIS CANTUDENNIS CANTU
Sr Telecommunications at Railroad Retirement Board Federal GovernmentSr Telecommunications at Railroad Retirement Board Federal Government
NICOLE MALECKINICOLE MALECKI
Administrative Assistant at U.S. Railroad Retirement BoardAdministrative Assistant at U.S. Railroad Retirement Board
Tim RockTim Rock
Network Engineer at Railroad Retirement Bureau / Zion ConsultingNetwork Engineer at Railroad Retirement Bureau / Zion Consulting