DEBORAH MARTIN
Customer Advocate Extrodinare
KISSIMMEE
Summary
Dynamic Patient Care Advocate with a proven track record at Accredo Specialty Pharmacy, excelling in medication management and patient education. Adept at resolving concerns with empathy and professionalism, I foster strong relationships while ensuring compliance with HIPAA regulations. Recognized for enhancing patient satisfaction and streamlining communication for quality care delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Care Advocate
Accredo Specialty Pharmacy
Memphis
10.2024 - 02.2026
- Facilitated prescription refills and addressed medication queries to enhance patient satisfaction.
- Educated patients on medication usage and side effects.
- Resolved patient concerns with empathy and professionalism.
- Coordinated with pharmacy teams to ensure prompt service delivery and improve patient access to medications.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Researched and connected patients with community resources for additional support during financial hardship due to illness or injury.
- Applied HIPAA privacy and security regulations while handling patient information.
- Communicated financial obligations to patients and collected fees at time of service.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
Project and Permit Coordinator
New South Windows of Pensacola
Pensacola
01.2022 - 06.2024
- Coordinated permit applications for residential and commercial window projects.
- Managed documentation for permit submissions and renewals, ensuring timely processing and compliance.
- Submitted permit applications to appropriate agencies in a timely manner.
- Collaborated with contractors to ensure compliance with local building codes.
- Communicated with government agencies regarding permit status and requirements.
- Reviewed completed permit applications for accuracy and completeness prior to submission.
- Reviewed plans for accuracy and completeness before submission to authorities.
- Maintained organized records of all permits and related correspondence meticulously.
- Created and maintained accurate records of permits, applications, and related documents.
- Streamlined communication between clients, contractors, and regulatory bodies to facilitate efficient permit approvals.
- Monitored progress of submitted permit applications until approved or denied by agency authorities.
- Prepared reports summarizing status of pending and issued permits to keep stakeholders informed.
- Interpreted data collected during environmental impact studies and prepared summary reports accordingly.
- Maintained updated knowledge of applicable state and local laws, regulations, and requirements related to permits.
- Responded promptly to inquiries from customers regarding permit status or general questions about permitting processes.
Mortgage Loan Processor
Navy Federal Credit Union
Pensacola
10.2019 - 11.2020
- Processed mortgage loan applications and verified borrower information.
- Reviewed financial documents for accuracy and compliance with guidelines.
- Gathered necessary documentation and updates from borrowers to facilitate loan processing.
- Coordinated with underwriters to facilitate timely loan approvals.
- Assisted team members in resolving complex loan issues efficiently.
- Ensured adherence to Navy Federal Credit Union policies and procedures.
- Provided excellent customer service throughout the loan processing journey.
- Submitted completed loan packages to underwriting department for approval or denial decisions.
- Ordered appraisals and title services on behalf of borrowers.
- Provided customer service by responding to inquiries regarding loan status.
- Analyzed financial data such as income, assets, liabilities, and credit history to determine risk factors associated with each loan application.
- Completed and submitted reports to manage loan application pipeline within allotted turn-around times.
- Obtained and verified clearance of underwriting conditions to prepare loan file for submission and approval.
- Communicated regularly with customers throughout the entire process from origination through closing.
- Processed loan documents and ensured compliance with federal regulations.
- Inspected loan documentation for mistakes and corrected discrepancies.
- Verified that all conditions of the loan have been met prior to disbursement of funds.
Patient Appointment Coordinator
Gastroenterology Associates of Pensacola
Pensacola
06.2018 - 10.2019
- Scheduled patient appointments, verifying insurance coverage and collecting co-payments.
- Scheduled patient appointments using electronic health record systems.
- Facilitated effective communication between patients and medical staff to enhance patient experience.
- Managed patient inquiries, providing information on procedures and services.
- Maintained accurate patient records and appointment logs to support seamless operations.
- Assisted in verifying insurance eligibility for scheduled appointments.
- Managed patient check-ins, ensuring completion of proper documentation for efficient appointment flow.
- Answered telephone inquiries from patients regarding appointment scheduling and office policies.
- Conducted follow up calls to confirm scheduled appointments.
Customer Service Representative
Hiles Mc Leod Insurance
Pensacola
04.2015 - 04.2018
- Assisted customers with insurance inquiries and policy information.
- Processed claims and documented customer interactions accurately.
- Resolved customer complaints through effective communication and problem-solving.
- Educated clients on coverage options and insurance benefits, helping them make informed decisions about their policies.
- Provided administrative support to ensure smooth office operations.
- Answered customer inquiries, delivering accurate information on products and services to enhance customer understanding.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer issues with knowledgeable and friendly service, contributing to high levels of customer satisfaction.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
High School Diploma -
Weston High School
Weston, FL06.1989
Skills
- Medication management
- Patient education
- Prescription processing
- HIPAA compliance
- Medical terminology
- Documentation accuracy
- Documentation management
- Customer relationship management
- Effective communication
- Customer communication
- Active listening
- Problem solving
- Conflict resolution
Middle Initial
A
Certification
CSR 440 LICENSE
Timeline
Patient Care Advocate
Accredo Specialty Pharmacy
10.2024 - 02.2026
Project and Permit Coordinator
New South Windows of Pensacola
01.2022 - 06.2024
Mortgage Loan Processor
Navy Federal Credit Union
10.2019 - 11.2020
Patient Appointment Coordinator
Gastroenterology Associates of Pensacola
06.2018 - 10.2019
Customer Service Representative
Hiles Mc Leod Insurance
04.2015 - 04.2018
High School Diploma -
Weston High School