Datondra Lewis

I am responsible for delivering high-quality member support by handling inbound phone calls and emails related to PPO insurance plans and member benefits. This position involves accurately managing and updating member records, assisting with enrollment, claims, benefit interpretation, EOBs, provider selection, referrals, and authorizations. The role ensures calls and inquiries are routed or escalated appropriately while maintaining strict confidentiality and compliance with HIPAA, U.S. regulatory, and Quality System requirements.

Key responsibilities include building and maintaining strong member relationships, resolving questions, concerns, and complaints professionally and efficiently, documenting all interactions accurately, conducting member outreach as needed, assisting with PCP assignments, and tracking provider and member complaints through resolution. Additional duties are performed as assigned to support overall operations and service quality.

As a Team Lead I am responsible for guiding, motivating, and overseeing a team to achieve operational and strategic goals. Acting as a link between management and staff, the role focuses on setting daily objectives, delegating tasks, managing workflows, and ensuring high performance. I provided coaching and trainings, monitored performances, resolves conflicts, allocates resources effectively, and communicated progress to senior leadership, while fostering a positive, collaborative work environment.

Key focus areas: leadership and motivation, task and workflow management, communication, performance development, operational oversight, and problem-solving.

In this position, I served as the first point of contact for patients at UAB Medicine, ensuring smooth access to care through exceptional customer service and efficient administrative support. The role involves handling incoming calls, scheduling and confirming appointments, verifying insurance, managing patient registration, collecting co-pays and outstanding balances, and accurately entering data into patient records. The liaison provides clear information to patients and families, facilitates communication with providers, and maintains strict HIPAA compliance in a fast-paced environment. Strong problem-solving, multitasking, and data entry skills are essential, with the role often serving as a pathway to advanced positions within healthcare operations.

Key focus areas: patient interaction, scheduling, registration, insurance verification, financial transactions, information management, and communication.