Denqualia Roberts
Sandersville,GA
Summary
Dedicated Patient Care Advocate skilled in managing medication refills, addressing Medicare and Medicaid inquiries, and educating customers on claims and benefits. Strong communicator with proven ability to collaborate with support specialists to resolve issues efficiently. Focused on delivering high-quality customer service and achieving contact volume goals.
Overview
1
1
Language
7
7
years of professional experience
Work History
Patient Care Advocate (PCA)
Alorica
Augusta, GA
08.2022 - Current
- Addressed Medicare and Medicaid-related inquiries, providing clear guidance to enhance customer understanding
- Educate customers on claims, benefits, and available services
- Facilitated timely medication refills for customers to ensure uninterrupted access to necessary treatments
- Collaborated with support specialists to efficiently resolve customer issues, improving overall satisfaction
- Respond to customer inquiries via chat, phone, and email
- Communicate effectively, both in writing and verbally, to ensure smooth issue resolution
- Consistently achieve quarterly contact volume and quality goals
- Supported company initiatives to enhance collaboration and efficiency
Debt Collector
Transworld System Incorporated
Augusta, GA
10.2021 - 08.2022
- Handled 60+ inbound/outbound calls, exceeding target rate by 5%
- Respond to customer inquiries via telephone, email, SMS, and Chat to provide problem resolution
- Delivered exceptional customer service by addressing and resolving customer needs
- Utilize product knowledge and customer protocols to resolve issues efficiently and reduce wait times
- Partnered with management and colleagues to enhance customer protocols for improved efficiency
- Maintain effective relationships with peers and upper management to drive team success toward common sales and operational goals
Crew Trainer
Wendy's
Sandersville, GA
07.2019 - 10.2021
- Earned promotion to Crew Trainer after one year of demonstrated leadership
- Trained new associates on sales, service, and operational strategies
- Delivered exceptional customer service by proactively addressing customer needs and concerns
- Fostered effective relationships with peers and management to align team efforts with company goals
- Managed store opening and closing, register setup, and cash security to ensure smooth daily operations
Education
Associate of Science - Medical Administrative Assistant
Ultimate Medical Academy
Tampa, FL11-2026
Skills
- Microsoft Office Insurance billing expertise Effective time management Active listening skills Collaborative team player Leadership skills Documentation accuracy Excellent organizational abilities
- Patient communication
- Medical terminology
- Insurance verification
- Claims processing
- Appointment scheduling
- HIPAA compliance
- Data entry
- Healthcare operations
- Organizational management
- Goal development
- Empathy skills
- Insurance navigation
- Verbal communication
- Patient care
- Patient education
- Case management experience
- Scheduling
- Insurance company billing
- Patient registration
- Customer support
- Policy understanding
- Patient scheduling
- Medicare billing
- Team collaboration
- Written communication
- Team building
- Critical thinking
- Verbal communication
- Time optimization
- Friendly, positive attitude
- Office operations
- Information dissemination
- Care coordination
- Order fulfillment
- Claims assistance
- Healthcare navigation
- Patient confidentiality
- Data verification
- Insurance billing
- Regulatory compliance
- Issue resolution
- Benefit explanation
- Process payments
- Patient education
- Service delivery
- Active listening
- Prescription filling
- Medicine Dispensing
- Pharmacy software skills
Languages
English
Professional
Timeline
Patient Care Advocate (PCA)
Alorica
08.2022 - Current
Debt Collector
Transworld System Incorporated
10.2021 - 08.2022
Crew Trainer
Wendy's
07.2019 - 10.2021
Associate of Science - Medical Administrative Assistant
Ultimate Medical Academy