Dekitcha Gallow
Deer Park,TX
Summary
Responsible healthcare professional enthusiastic about supporting best practices in hospital operations, compliance and healthcare management. Demonstrated strengths in multi-area management, quality assurance and service. Resourceful professional and collaborative team player. Backed by healthcare industry, data entry, and call center experience, and accustomed to handling confidential information. Adapt to change while maintaining attention to detail and organization.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Resolution Team Lead/ Patient Care Coordinator
Cigna Health/Express Scripts Accredo
Remote, TX
10.2022 - 03.2024
- Respond to high volume inbound calls from patients and deliver exceptional customer service
- Gather information, take orders, send prescription medication refills to patients, and update account data
- Document call activity and transfer calls as needed to ensure one call resolution
- Comply with policies and procedures and abide by HIPAA guidelines to ensure privacy.
- Developed and implemented processes to ensure resolution of customer issues in a timely manner.
- Provided guidance and mentorship to team members on best practices for resolving customer inquiries.
- Analyzed data collected from customer interactions to identify trends and areas for improvement in the resolution process.
- Collaborated with other departments to ensure all customer inquiries were handled appropriately and promptly.
- Resolved escalated customer complaints in a professional manner while adhering to company policies and procedures.
- Tracked progress of open cases and tickets using ticket tracking software such as Jira or ServiceNow.
Data Entry Clerk
Turner Industries
LaPorte, TX
08.2019 - 07.2022
- Organized forms, made photocopies, filed records, prepared correspondence, and created Excel spreadsheets
- Entered calibrations from instrumentation equipment into the Instrument Database
- Coded and processed applications into required electronic formats
- Completed data entry of in-field tests, audited all numbers, and ensured accuracy
- Placed orders for equipment, created and maintained spreadsheet for failed equipment tests, and created tech schedules.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Prepared summaries of daily work completed for review by supervisors.
- Organized files according to established procedures for easy retrieval later on.
- Reviewed existing information for accuracy and made necessary corrections.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Maintained updated knowledge of industry trends related to data entry operations.
- Created spreadsheets to track data entries.
- Operated various office equipment such as scanners, printers. when required.
- Compiled reports based on gathered information.
- Updated existing records with new or revised information as needed.
Remote Customer Service Representative - Call Center
Sitel
Boulder, CO
04.2010 - 05.2018
- Maintained client confidentiality by adhering to HIPAA rules and regulations
- Provided high standards of customer service to maximize customer satisfaction
- Answered product and service questions, suggesting other offerings to retain customers and attract potential customers
- Documented call interactions, created individualized plans for clients, and collected payments.
Telemetry Unit Clerk
Savoy Care Center
Mamou, LA
10.1999 - 02.2010
- Promoted from Certified Nursing Assistant (04/2005)
- Monitored unit desk and patient monitors, scheduled appointments, and entered lab work
- Attended to the individual needs of patients including assistance with grooming, oral hygiene, feeding, incontinent care, colostomy care, prosthetic appliances, transferring, ambulation, and range of motion
- Completed various tasks assigned by supervisory staff, including checking vital signs, weighing residents, applying creams and ointments, and collecting specimens
- Documented and reported observations of patient behavior, complaints, or physical symptoms to nurses via WebX.
Business Owner
Miss G's Curious Goods
Deer Park, TX
- Create items to orders, prepare and send invoices, and collect payments
- Complete inventory and order supplies
- Market business online and through social media accounts.
Education
Associate of Science Degree - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
Clearwater, FL01.2022
Bachelor of Science - Health Information Management
Southern New Hampshire University
Hooksett, NHSkills
- Accurate data entry; knowledgeable of office equipment and procedures
- Microsoft Office MS Excel MS Word MS PowerPoint MS Access MS Outlook Typing Speed: 38 WPM
- Computer Softwares SAP Amazon WorkSpaces MS Teams Google Meet Adobe WebX
- Team Management
- Client Retention Strategies
- Spreadsheet tracking
- Reporting and documentation
- Goal Setting and Achievement
- Complaint Investigation
- Call Documentation
- Order Processing
- Customer Service
- Quality Control
- Needs Assessment
- De-Escalation Techniques
- Account Management
- Regulatory Compliance
- Microsoft Office expertise
- Problem-Solving
- Customer Retention Strategies
- Remote Office Availability
Certification
Ultimate Medical Academy | HIPAA Essentials for Healthcare Professionals Certificate
Academic Honors
- High Academic Honors Recognition
- Dean's List
Key Qualifications
- Managed Care (HMO PPO and POS)
- Workers Compensation Insurance Verification Insurance Claim Processing
- CMS 1500 CMS 1450 (UB-04)
- Front Office Operations Medical Office Procedures
- Scheduling
- Medical Terminology
- Anatomy & Physiology
- HIPAA Compliance
- Medical Coding (ICD-9-CM ICD-10-CM HCPCS CPT)
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
References
References available upon request.
Timeline
Resolution Team Lead/ Patient Care Coordinator
Cigna Health/Express Scripts Accredo
10.2022 - 03.2024
Data Entry Clerk
Turner Industries
08.2019 - 07.2022
Remote Customer Service Representative - Call Center
Sitel
04.2010 - 05.2018
Telemetry Unit Clerk
Savoy Care Center
10.1999 - 02.2010
Business Owner
Miss G's Curious Goods
Associate of Science Degree - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
Bachelor of Science - Health Information Management
Southern New Hampshire University
Ultimate Medical Academy | HIPAA Essentials for Healthcare Professionals Certificate
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