Diedrah Baah

• Support in oversee daily operations of a call center healthcare department ensuring compliance with healthcare regulations and standards.
• - Implement process improvements that increased patient satisfaction scores by specific metric.
• - Coordinate with medical staff to optimize patient care workflows, reducing call wait times and enhancing service delivery.
• - Manage patient and chart reports, identifying opportunities and ensuring efficient allocation of resources.
• Monitored team performance metrics, such as average handle time, first call resolution rate, and customer satisfaction scores, to identify areas for improvement and training needs.
• Developed customer service policies and procedures to ensure quality assurance standards were met.
• Resolved escalated customer complaints in a timely manner while maintaining high levels of professionalism.
• Created reports summarizing key performance indicators for upper management review.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Assisted with customer requests and answered questions to improve satisfaction.
• Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
• Ensured compliance with relevant laws, regulations and policies related to customer service operations.

• Advised clients on suitable insurance plans, achieving measurable customer satisfaction improvements.
• Maintained confidentiality of patient information in accordance with HIPAA regulations.
• Interpreted Explanation of Benefits statements from various insurers and communicated relevant information with other departments as needed.
• Analyzed complex health plan contracts to determine benefit coverage levels for services rendered.
• Collaborated with internal staff members such as Billing Specialists, Medical Coders to resolve any discrepancies in patients' insurance information.
• Researched third party payer guidelines related to prior authorizations, coding and billing processes.
• Identified discrepancies in patient's insurance coverage or benefits, ensuring accuracy of data entered into system.
• Participated in training sessions on new software programs used for verification purposes.
• Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.

• Created monthly reports for senior management summarizing operational performance metrics.
• Ensured compliance with regulatory requirements and industry standards.
• Ensured compliance with all applicable laws, regulations, industry standards.
• Analyzed customer feedback data to develop action plans for improving services offered.
• Resolved conflicts between employees by providing guidance on company policies and procedures.

Coordinate with healthcare providers to streamline patient information flow, enhancing operational

efficiency.

Maintain accurate patient records, contributing to a 20% reduction in data entry errors.

Provide empathetic support to patients, fostering a collaborative and supportive environment.

Spearhead innovative projects, driving substantial improvements in efficiency.

Collaborate across teams to

implement strategic solutions, yielding tangible results.

- Supported administrative functions within the healthcare facility, including scheduling, patient intake, and record management.

- Maintained accurate patient records and ensured confidentiality in compliance with HIPAA regulations.

- Assisted in the coordination of community health outreach programs, promoting wellness and preventive care initiatives.

• Answered questions from customers regarding products and services offered by the company.
• Managed incoming calls while providing information or transferring callers to appropriate personnel.
• Managed office supplies inventory and placed orders when necessary.
• Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
• Facilitated communication between different departments within the organization.

Help customers open and manage their bank accounts and finances.

• Advise clients on financial services and resolve issues.

• Reach out to prospective customers to sell our services.

• Advise customers on bank services for their needs (e.g. Loans and credit cards).

• Manage customer bank accounts; open, close and oversee transactions.

• Resolve issues with banking services and accounts.

• Refer clients to in house financial experts, as needed.

• Reach out to potential customers to generate new business.

• Present financial products and services to existing and prospective customers.

• Perform administrative duties Entering data into banking software.

• Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
• Coordinated with vendors for repairs and maintenance of office equipment.
• Organized travel arrangements for staff members including flights, hotels, car rentals.
• Scheduled appointments for clients, customers, and other visitors.
• Updated daily log book with information about visitors entering the premises.
• Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
• Performed data entry tasks into various computer systems accurately and promptly.