Summary
Overview
Work History
Education
Skills
Timeline
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Ejuanda Mitcham

Indianapolis,IN

Summary

Highly motivated communications professional that specializes in customer support and non-clinical case management. Strong verbal, organizational and written skills. Efficient with patient services, problem solving, empathetic and critical thinking skills.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

PATIENT ACCESS ADVOCATE

FORTREA
10.2016 - Current
  • Patient Access Advocate secures data from stakeholders and incorporates compliance programs
  • Designated single point of contact for eligibility issues
  • Manages patient sensitive health information
  • Serves as subject matter expert of customer support programs
  • Obtains and reviews consents to ensure Health Insurance Portability and Accountability (HIPAA) regulations are followed
  • Responds to phone and fax inquires to resolve patient complaints
  • Reviews business practices and ensures regulations are followed
  • Defines complex issues and provides obtainable solutions
  • Provides virtual support to over 50 patients and clinical staff per day
  • Provides changes to team that provides better customer experiences
  • Manages day-to-day workflow and manages supervisor tasks when requested
  • Responds to customer inquiries and requests
  • Manages adverse events and product complaints
  • Provides feedback to peers to meet individual and team objectives
  • Engages in multi-channel customer solutions hub.
  • Conducted pre-screening activities to determine eligibility for supportive services
  • Delivered high-quality representation to clients in training, resulting in quality inbound agents
  • Greeted and welcomed new patients, assisting with orientation of programming schedule and rules
  • Planned and implemented process improvements and reporting systems to streamline operations
  • Made referrals to appropriate services, following up to confirm patients received access to required care
  • Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices

PROGRAM SPECIALIST

FORTREA (FORMERLY) LABCORP
10.2014 - 10.2016
  • Program Specialist performs data entry, responds to inbound calls that include patient/ clinical staff inquires and provided high quality customer service, research and- analysis; provides peer review, assesses customers for programs based on specific criteria; educates customers about healthcare reimbursement.

CONSUMER PRODUCT ADVISOR- MICROSOFT (RETAIL)

05.2013 - 10.2014
  • Customer Product Advisor established customer relationships
  • Performs daily training and presentations to customers
  • Builds lasting relationships and increased customer satisfaction

COMMUNITY DEVELOPMENT SPECIALIST - MICROSOFT (RETAIL)

01.2014 - 03.2014
  • Builds relationships with various organizations, local charter schools; organizes volunteer opportunities
  • Creates events and weekly newsletters/material that promoted events for customers
  • Increased public involvement for store events by 10%

Education

BACHELORS OF ARTS COMMUNICATIONS -

BUTLER UNIVERSITY
Indianapolis, IN
08.2008 - 05.2012

Skills

  • Customer Support

  • Strong interpersonal skills

  • Process Mapping

  • Team centric

  • Self-Starter

  • Patient Support

  • Experience in pharmaceutical industry

  • Salesforce

  • Data Quality

  • Insurance Terminology

  • Leadership skills

  • Siebel and Siebel Analytics

  • Excel and Access

  • Building Trust and Relationships

Timeline

PATIENT ACCESS ADVOCATE

FORTREA
10.2016 - Current

PROGRAM SPECIALIST

FORTREA (FORMERLY) LABCORP
10.2014 - 10.2016

COMMUNITY DEVELOPMENT SPECIALIST - MICROSOFT (RETAIL)

01.2014 - 03.2014

CONSUMER PRODUCT ADVISOR- MICROSOFT (RETAIL)

05.2013 - 10.2014

BACHELORS OF ARTS COMMUNICATIONS -

BUTLER UNIVERSITY
08.2008 - 05.2012

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Ejuanda Mitcham