Deondra Hawkins
Jacksonville
Summary
Organized Patient Service Representative with over a decade of experience in healthcare client relations, offering exceptional communication skills and a steadfast dedication to advocacy and customer service. Success is rooted in a tireless work ethic, and a genuine passion for fostering enduring client relationships. Adept at patient advocacy and education with commitment to efficiency. Proficient in strategic management and committed to ensuring customer satisfaction by delivering tailored solutions that inspire loyalty and contribute to overall success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Medicare Benefits Representative II for Prior Authorizations
Apidel Technologies-Remote
2023.09 - Current
- Ability to serve as a crucial liaison between patients, healthcare professionals, and insurance carriers
- Effective communication skills are crucial for handling customer escalations with empathy and professionalism while maintaining confidentiality in accordance with HIPPA guidelines
- Knowledgeable in the responsibilities to efficiently resolve insurance-related issues, adhering strictly to Medicare Part D regulations, and maintaining meticulous record-keeping of communications regarding ICD-10 codes, prescriptions, and recommended usage indicators
- Computer savvy with numerous applications, databases, and Microsoft Office Suite
- Ability to address denials in prior authorization requests, implementation of proactive approaches, establish clear communication channels, to greatly reduce extensive delays on patients' medication or medical devices.
Certified Nurse Assistant (PRN)
ATC Healthcare-Marietta, GA
2019.01 - 2024.03
- Fostering cohesive teams through clear goals, empowerment, and motivation.
- Prioritizing patient privacy and compassion to align with HIPAA guidelines.
- Assisted patients during meal times, ensuring they received proper nutrition according to specific dietary requirements.
- Meticulous documentation to facilitate seamless care to maintained accurate records of vital signs, fluid intake, and output for effective patient monitoring.
- Maintained the ability of resilience enables focus on customer satisfaction amid challenges, thriving in collaborative environments.
- Collaborated with nursing staff to promptly address any concerns or emergencies, prioritizing patient safety and well-being at all times.
- Boosted overall patient satisfaction through genuine empathy, active listening skills, and consistent professionalism in all interactions.
Patient Advocate Specialist
Lincare-Remote
2023.03 - 2023.09
- Proficiency in CRM systems aid in managing interactions, while utilizing multiple software systems streamlines tasks like reviewing Medicare appeals and managing calls
- Computer Savvy and the ability to use various applications such as; Google Workspace and Microsoft Office Suite, proficiency ensures efficient workload management.
- The ability to ensure meticulous documentation and communication led to patients receiving their equipment in a prompt manner.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Enhanced patient satisfaction by addressing concerns and providing information on healthcare rights and options.
- Assisted patients in navigating complex insurance processes, leading to successful claim resolutions and reduced financial burdens.
- Negotiated payment plan arrangements with medical billing departments on behalf of the patients experiencing financial hardship.
Medicare Benefits Consultant
Outsource Solutions-Remote
2022.09 - 2023.03
- Evaluated a range of supplementary healthcare plans and prescription drug options to provide personalized guidance to tailored solutions for individual needs.
- Manage inbound and outbound phone calls in a moderately fast-paced setting
- Knowledgeable of proficiency in CRM software, Microsoft Office Suite, and other databases aid in efficient management of interactions, exceeding retention goals.
- Prioritized clear communication pertaining to product and inquiries in a professional manner, led to going beyond required quota.
Patient Care Advocate
AVAC-Remote
2020.01 - 2022.09
- Creating patient center rapport and conducting thorough analysis and research to ensure exceptional customer service and prompt conflict resolutions.
- Excelled in rallying teams to peak performance through clear direction and motivation.
- Upheld confidentiality requirements and regulatory compliance guidelines by upholding strict adherence to HIPAA regulations.
- With expertise in steering initiatives from inception to completion, I adeptly pinpoint deliverables, timelines, budgets, and mitigation tactics for seamless execution
- Skilled in being proficient in handling inbound and outbound calls in a busy environment.
- Communicated with insurance companies, physicians, and other medical professionals so that patients resources can be swiftly obtained.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Worked with patients and families to develop future plans and discuss care actions.
- Kept meticulous records of all relevant documentation within the electronic health record system for easy access by healthcare providers.
- Met with patients and families to discuss care and plan of action for future.
- Actively participated in ongoing professional development opportunities to stay current on best practices and emerging trends in patient care advocacy.
- Connected patients with available community and charitable resources.
Education
Master of Arts in Public Policy -
Liberty University
Lynchburg, VA01.2022
Master of Public Administration in Healthcare Administration -
Liberty University
Lynchburg, VA01.2021
Bachelor of Arts in Intergraded Studies -
Jacksonville State University
Jacksonville, AL01.2018
Skills
- Microsoft Office
- Compliance knowledge
- Documentation And Reporting
- Written and oral communication
- Relationship Building
- Problem-solving abilities
- Customer Service
- Critical Thinking
- Complaint resolution
- Medical terminology knowledge
- Insurance Verification
- Patient confidentiality
- Organization skills
- Time Management
Certification
- CNA
- CPR Certification
- Accident & Health Insurance License
- Data entry Certification
- Driver's License
Timeline
Medicare Benefits Representative II for Prior Authorizations
Apidel Technologies-Remote
2023.09 - Current
Patient Advocate Specialist
Lincare-Remote
2023.03 - 2023.09
Medicare Benefits Consultant
Outsource Solutions-Remote
2022.09 - 2023.03
Patient Care Advocate
AVAC-Remote
2020.01 - 2022.09
Certified Nurse Assistant (PRN)
ATC Healthcare-Marietta, GA
2019.01 - 2024.03
Master of Arts in Public Policy -
Liberty University
Master of Public Administration in Healthcare Administration -
Liberty University
Bachelor of Arts in Intergraded Studies -
Jacksonville State University
- CNA
- CPR Certification
- Accident & Health Insurance License
- Data entry Certification
- Driver's License
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