Summary
Overview
Work History
Education
Skills
<Enter your own>
Certification
Timeline
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David Popoola

Plano,TX

Summary

Experienced Healthcare Customer Service Representative with 8 years of success in insurance verification, claims resolution, patient support, and high-volume call handling. Skilled in navigating EHR (Epic, Cerner) and CRM systems (Salesforce, Zendesk) with deep knowledge of Medicare, Medicaid, HMO, and PPO plans. Proven ability to deliver first-call resolution, maintain HIPAA compliance, and exceed performance metrics in fast-paced environments.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Healthcare Customer Service Representative

Insight Global
04.2023 - Current
  • Handled inbound calls daily from patients, providers, and insurance representatives, resolving inquiries related to appointments, claims, and billing.
  • Verified patient insurance coverage, obtained prior authorizations, and provided clear explanations of benefits and co-pays.
  • Used CRM platforms and healthcare systems (e.g., Epic, Salesforce) to accurately document calls, update patient records, and track issue resolution.
  • Educated patients on healthcare policies, financial assistance options, and provider networks to improve service transparency and satisfaction.
  • Collaborated with clinical staff, insurance carriers, and third-party vendors to coordinate care and resolve escalated patient concerns.
  • Maintained compliance with HIPAA and company protocols while consistently exceeding performance metrics for call quality, first-call resolution, and customer satisfaction.

Patient Service Representative

MultiPlan
09.2020 - 03.2023
  • Verified insurance eligibility, benefits, and authorizations for patients, accurately handling several calls per day to support claims processing.
  • Responded to patient and provider inquiries regarding coverage, billing, and claim status with professionalism and empathy.
  • Utilized company systems and tools to research claim issues, update patient records, and escalate unresolved matters to appropriate departments.
  • Collaborated with insurance carriers, healthcare providers, and internal teams to resolve complex benefit coordination and claims discrepancies.
  • Maintained patient confidentiality and compliance with HIPAA while handling sensitive health and insurance information.

Insurance Customer Service Representative

Sutter Health
05.2017 - 08.2020
  • Processed insurance claims and verified patient eligibility to ensure accurate and timely reimbursement.
  • Handled 40+ daily inbound calls, resolving insurance inquiries professionally while ensuring HIPAA compliance and high customer satisfaction.
  • Educated patients on insurance benefits, coverage limitations, and financial responsibility, improving customer satisfaction.
  • Collaborated with insurance providers and healthcare teams to facilitate problem resolution and streamline claims processing.
  • Utilized CRM and insurance software systems to maintain up-to-date customer records and resolve account discrepancies
  • Provided clear and compassionate assistance to customers regarding policy details, billing inquiries, and claims status.

Education

Bachelor of Science - Computer Science

Lagos State University
11-2007

Skills

  • Health Insurance Verification & Eligibility Checks
  • Medical Claims Processing & Billing Support
  • Patient Scheduling, Registration & Appointment Coordination
  • Explanation of Benefits (EOB) & Prior Authorizations
  • CRM Systems (Salesforce, Zendesk, ServiceNow)
  • Electronic Health Records (EHR) – Epic, Cerner
  • HIPAA Compliance & Patient Confidentiality
  • Knowledge of Medicare, Medicaid, HMO, PPO Plans
  • Data Entry & Documentation Accuracy
  • Call Center Operations & Phone Etiquette
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Cross-functional Team Collaboration
  • Patient Financial Assistance & Co-pay Explanation
  • Attention to Detail & Organizational Skills
  • Adaptability in Fast-Paced Environments

<Enter your own>

Certification

Ef SET Certificate

Timeline

Healthcare Customer Service Representative

Insight Global
04.2023 - Current

Patient Service Representative

MultiPlan
09.2020 - 03.2023

Insurance Customer Service Representative

Sutter Health
05.2017 - 08.2020

Bachelor of Science - Computer Science

Lagos State University

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