Derrika Clements
Indianapolis,IN
Summary
Professional representative with robust experience and strong commitment to delivering exceptional results. Effective at collaborating within teams and adapting to changing needs to ensure reliability and success. Skilled in communication, problem-solving, and customer relations, with focus on achieving impactful outcomes. Valued for proactive approach, integrity, and ability to build lasting professional relationships.
Overview
16
16
years of professional experience
Work History
Patient Account Resolution Representative
Community Health Network
08.2021 - Current
- Ensure compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Manage difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Enhance patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Collaborate with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Contribute to employee onboarding and training
- Collaborate in testing and validating new system functionalities prior to rollout"
- Coordinate with a third-party vendor to ensure accurate verification and seamless transfer of accounts between Community and the external organization."
Contact Center Representative
Ascension Medical Group
12.2013 - 08.2021
- Efficiently managed high call volumes, addressing inquiries from medical facilities, healthcare professionals, and patients
- Performed ongoing system maintenance, including schedule management, data updates, and customization based on provider-specific preferences for over 200 offices and sub-specialties
- Played a key role in building and launching the system currently used
- Cross-trained in multiple departmental functions to enhance operational flexibility and coverage
- Acted as a resource for new hires by assisting with training and knowledge transfer
- Developed training material to assist in the training of employees for Ametlco systems.
Student Supervisor
Indiana University Residential Programs and Services
01.2010 - 07.2013
- Led a blended team of full-time staff and student employees, overseeing daily operations and performance
- Acted as a key point of contact between student employees, contracted staff, and executive leadership, ensuring consistent communication and operational cohesion
- Trained new employees on company policies, procedures, and systems
- Ensured accuracy and integrity of cash draw accounts through ongoing verification and maintenance
- Demonstrated adaptability by assisting different locations during peak or understaffed periods
Education
Bachelor of Arts - Psychology
Indiana University, Bloomington
Bloomington, IN08-2013
Skills
- Dedicated and enthusiastic
- Efficiently acquires and integrates new knowledge
- Diligent in reviewing and ensuring accuracy
- Proficient in medical billing and insurance processes
- Highly capable of working independently and collaboratively within a team
- Exemplifies strong customer service and communication abilities
- Proficient in use of Microsoft Office Suite and Google Workspace
- Amcom, Ametlco, Epic, Webex, Teams, Onenote
- Knowledge of Medical Billing and Coding terminology
- Excels with both remote/virtual as well as in person face to face training
Timeline
Patient Account Resolution Representative
Community Health Network
08.2021 - Current
Contact Center Representative
Ascension Medical Group
12.2013 - 08.2021
Student Supervisor
Indiana University Residential Programs and Services
01.2010 - 07.2013
Bachelor of Arts - Psychology
Indiana University, Bloomington
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