Dominique Franks
Winston-Salem,NC
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
10
10
years of professional experience
Work History
Patient Access Rep Ill
Atrium Wake Forest Baptist Health
11.2018 - Current
- Completes registration process on walk-in patients, verifies and / or updates patient demographic and insurance information if changes or additions have occurred Verify insurance benefits using Epic system (Expert in EPIC system) Scheduling inpatient and outpatient appointments, surgeries and procedures
- Calculates and collects patient's out of pocket financial liability
- Requests and collects past due and present balances File Grievance Communicate and educate patients on their insurance coverage and what's due Discuss Billing and Plug in Coding for estimate creation
- Maintain knowledge of and reference materials for following: Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre authorization/referral and list of current accepted insurance plans.
- Greeted and assisted patients with check-in procedures
- Delivered support to medical staff in completion of patient paperwork
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Verified patient insurance eligibility and entered patient information into system
- Answered incoming calls, scheduled appointments and filed medical records
- Trained new staff on filing, phone etiquette and other office duties
- Facilitated communication between patients and various departments and staff
- Resolved customer complaints using established follow-up procedures
Certified Nursing Assistant
Total Companion Care
05.2014 - 11.2022
- CPR Certified Provides patients personal hygiene Provides for activities of daily living Maintains patient stability Provides patient comfit by utilizing resources and materials; transporting patients; answering patients' call lights and requests; reporting observations of patient to nursing supervisor
- Completing forms, reports, and logs Record Keeping and Scheduling Maintains work operations by following policies and procedures.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms
- Supported ambulation and physical therapy needs by conducting planned exercise routines
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Supported needs of 10+ residents under long-term care
- Responded to patient requests for supplies and personal comfort items such as extra blankets
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks
Customer Service Advocate
United Health Care
05.2016 - 11.2018
- Resolving customer complaints Expert in Medicare and Retirement benefits
- Advised of company and benefits information Billing and coding Relaying claims and billing information Telephone and email communication with dedicated members and providers Completing suggestive opportunities Appeals and Grievance
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets
- Responded to customer requests for products, services, and company information
- Completed opening and closing functions to meet operational needs
- Responded proactively and positively to rapid change
- Cross-trained and provided backup support for organizational leadership
Customer Service Representative
Blue Cross Blue Shield of North Carolina
08.2015 - 05.2016
- Resolve customer question about Medicaid/Medicare Medicare Specialist Claims Use of telephones and computers to resolve customer's questions and issues
- Appeals and Grievance Billing and Coding Advise of company information Close out and open call
- Responded to customer requests for products, services, and company information
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Promptly responded to inquiries and requests from prospective customers
- Implemented and developed customer service training processes
- Responded proactively and positively to rapid change
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Investigated and resolved accounting, service and delivery concerns
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
Customer Service Representative
Aon Hewitt Benefits Call Center
08.2014 - 07.2015
- Resolve customer complaints via phone, email, mail
- Use telephones to reach out to customers and verify account Greet customers warmly and ascertain problem or reason for calling
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open calls
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Responded to customer requests for products, services, and company information
- Followed up with customers about resolved issues to maintain high standards of customer service
- Investigated and resolved customer inquiries and complaints quickly
- Implemented and developed customer service training processes
Education
Some College (No Degree) -
Davidson County Community College
Thomasville, NCSkills
Insurance Verification
- Scheduling Diagnostic Procedures
- Registration and Admissions
- Patient check-in
- Registration management
- Patient Education
- Appointment Scheduling
- Referral Coordination
- Medical Billing
- Phone and Email Etiquette
- Medical Terminology
Timeline
Patient Access Rep Ill
Atrium Wake Forest Baptist Health
11.2018 - Current
Customer Service Advocate
United Health Care
05.2016 - 11.2018
Customer Service Representative
Blue Cross Blue Shield of North Carolina
08.2015 - 05.2016
Customer Service Representative
Aon Hewitt Benefits Call Center
08.2014 - 07.2015
Certified Nursing Assistant
Total Companion Care
05.2014 - 11.2022
Some College (No Degree) -
Davidson County Community College
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