Summary
Overview
Work History
Education
Skills
Timeline
Generic

DeAndrea Holland

Houston,TX

Summary

Administrative professional offering excellent communication and computer skills, meet deadlines and work with a high level of multicultural awareness and adaptability. A professional, who goes above and beyond basic tasks, and takes on multiple projects at once, excellent work ethics and strength in improving company morale Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieved repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieved 100% repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieved 100% repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.

Overview

19
19
years of professional experience

Work History

Patient Access Rep/AUTH and Rx Specialist

Epic Medical Solutions/Aveanna Healthcare
2013.01 - Current
  • Creates paperwork using T19/RX/CSHCN forms for all DME supplies and conducts all changes of RXs from doctor offices
  • Reviews all complete paperwork from doctor's offices to make sure all ICD10 diagnosis codes to match items requested for and sends back for corrections when needed
  • Monitors closely over 200 Patient's accounts in brightree daily for renewals, authorizations and trackings using a-spreadsheet from daily managerial productivity reports
  • Submit authorization online through insurance web portals for billing purposes
  • Insurance and payor portal navigation knowledge of Suture Health and Go Scripts that Interface with Brightree
  • Coordinates shipment of all DME supplies daily, weekly, and monthly with Patient Care Reps to ensure patients receive supplies on time
  • Answers and directs incoming calls within departments
  • Supports and assists other Patient Care Coordinators with paperwork from doctor's offices when necessary
  • Verify insurance coverage, explain benefit information to patients and case managers, collect and process payments as applicable
  • Ensure work being performed meets internal and external compliance requirements.
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
  • Verified patient insurance eligibility and entered patient information into system
  • Recommended service improvements to minimize recurring patient issues and complaints

Payroll Assistant

Quietflex, Goodman
2012.01 - 2013.01
  • Process payroll using Kronos and Excel Houston, Tx
  • Process invoices for 11 temporary agencies and ensure all hours for temp staff are correct
  • Assist employees and temp staff with payroll inquiries
  • Assist HR Department with reporting and other duties as assigned.

Quality Analyst

O'Connor & Associates
2007.01 - 2011.01
  • Monitored inbound/outbound calls for call center personnel
  • Provided coaching and feedback to improve call center performance
  • Provided ongoing feedback about training needs based on calls monitored
  • Handled escalated calls in absence of floor supervisor
  • Answered basic and technical questions from Customer Service Representative and clients
  • Took inbound/outbound calls when assistance is needed to improve service level
  • Answered questions for commercial and wealth management clients
  • Made over 150-200 outbound collection calls per day to generate revenue for the company.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
  • Analyzed quality and performance data to support operational decision-making

Customer Service Representative

Waste Management
2005.01 - 2006.01
  • Responded to and investigated customer inquiries, via phone, fax, mail and Internet in a timely manner, insuring customer satisfaction
  • Documented all contacts, actions, and responses in customer database
  • Met performance metrics and objectives
  • Understood all Waste Management services so that product and service information can be quickly provided to-customers.
  • Handled customer inquiries and suggestions courteously and professionally
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints

Education

Retail Customer Service Training -

Houston Community College
Houston, TX
2000

Diploma -

B Smiley High School
Houston, TX
1994

Skills

  • Reliable Strong in MS Access and Excel
  • Posses strong sense of urgency Customer service-oriented
  • Very Efficient Professional phone etiquette
  • Business correspondence Excellent communication skills
  • Quality assurance Accurate and detailed
  • Team building Strong in MS Word
  • Types 40 WPM Microsoft Office Suite
  • Excellent time management skills
  • Determination Rendering
  • Customer Satisfaction
  • Patient Registration
  • Team Leadership
  • Phone and Email Etiquette
  • Patient assessment and diagnosis
  • Patient engagement and service
  • Patient care and confidentiality
  • Patient preparation and assistance

Timeline

Patient Access Rep/AUTH and Rx Specialist

Epic Medical Solutions/Aveanna Healthcare
2013.01 - Current

Payroll Assistant

Quietflex, Goodman
2012.01 - 2013.01

Quality Analyst

O'Connor & Associates
2007.01 - 2011.01

Customer Service Representative

Waste Management
2005.01 - 2006.01

Retail Customer Service Training -

Houston Community College

Diploma -

B Smiley High School
DeAndrea Holland