DeAndra Ransom

- Led enterprise-wide initiatives to increase enrollment in preventative care programs, managing high-volume inbound and outbound member interactions while driving improvements in health engagement and program participation.

- Executed data-driven decision-making by analyzing and inputting complex member information, completing comprehensive health assessments, and providing clear guidance on benefits and services, improving member satisfaction and program utilization.

- Optimized member transitions by developing and implementing streamlined processes for transferring enrolled members to health professionals, ensuring seamless continuity of care and maximizing long-term health outcomes.

- Directed new hire onboarding and operational integration, leading the transition of new employees onto the Enrollment Team while providing in-depth training on HMC and GAD systems to accelerate workforce readiness.

- Designed and deployed advanced training simulations in the HRS training environment, crafting diverse test cases for Condition Care, My Health Coach, and Complex Care enrollments, enhancing new hire proficiency and operational accuracy.

- Developed and enforced competency validation frameworks, conducting rigorous pre- and post-training assessments to measure new hire readiness in enrollments, transfers, and relicensing calls, ensuring workforce preparedness before full deployment.

- Served as a subject matter expert (SME) on authorization processes, providing strategic guidance on AIM policies for radiology procedures, including CT, MRI, CTA, and MTA, reducing service delays and ensuring compliance with industry standards.

- Championed cost-saving initiatives by educating members on economically viable healthcare facility options, empowering informed decision-making, and significantly reducing out-of-pocket expenses.

Managed the full admissions process for new residents in Long-Term Care and Skilled Nursing facilities, ensuring seamless onboarding, regulatory compliance, and a positive transition experience for residents and families.

Conducted in-depth facility tours for prospective residents and their families, providing comprehensive information on services, accommodations, and care plans, resulting in increased occupancy rates and enhanced community engagement.

Led insurance verification and authorization processes, coordinating with providers to confirm coverage, minimize financial risks, and expedite resident admissions, improving operational efficiency and reducing delays.

Oversaw legal documentation and compliance, meticulously reviewing and securing signatures for advanced directives, admission agreements, and other critical documents to ensure regulatory adherence and resident rights protection.

Implemented streamlined document management systems, digitizing and organizing legal and medical records to enhance accessibility, accuracy, and compliance with HIPAA and facility policies.

Managed financial transactions, processing rent payments, maintaining accurate records, and executing weekly deposits to ensure financial integrity and accountability.

Developed and enforced billing and payment tracking protocols, reducing outstanding balances and improving cash flow management for the facility.

Served as the primary point of contact for residents, families, and external partners, delivering exceptional customer service and resolving concerns to foster trust and satisfaction.

Collaborated cross-functionally with clinical, administrative, and financial teams, ensuring cohesive communication and alignment in resident care planning, admissions processing, and revenue cycle management.

Enhanced operational efficiency by identifying process improvement opportunities in admissions, insurance verification, and financial transactions, reducing administrative burden and optimizing resource allocation.

Managed high-volume caseloads, processing and resolving 200–250 delinquent accounts daily while ensuring adherence to federal and state debt collection regulations.

Executed strategic recovery efforts, conducting inbound and outbound calls for major telecom providers, including Sprint, Verizon, and Cingular Wireless, to negotiate account resolutions and reduce financial risk.

Negotiated and structured tailored payment plans, preventing escalations to payroll garnishments and credit bureau reporting while improving customer retention and financial compliance.

Utilized data-driven collection strategies, analyzing account trends, payment histories, and risk factors to determine the most effective recovery approach, increasing overall debt resolution rates.

Maintained regulatory compliance with the Fair Debt Collection Practices Act (FDCPA) and company policies, mitigating legal risks and ensuring ethical collection practices.

Developed and implemented customer engagement techniques, enhancing call scripts and objection-handling strategies to maximize successful payment arrangements and improve customer experience.

Collaborated with internal and external stakeholders, including legal teams and credit reporting agencies, to facilitate account resolutions and ensure proper documentation of repayment agreements.

Trained and mentored new team members, sharing best practices on negotiation techniques, compliance standards, and account management strategies to strengthen overall team performance.

Leveraged technology and account management tools, such as collections software and CRM systems, to track payments, document interactions, and improve operational efficiency.