FELICIA HOLLINS
Hampton,VA
Summary
Dynamic Medical/Patient Intake Specialist with extensive experience at Patient Advocate Foundation, excelling in case management and patient needs assessment. Proficient in EDI claims processing and HIPAA compliance, I leverage strong communication skills to enhance patient engagement and streamline service delivery, ensuring high-quality support for diverse healthcare needs.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Medical/Patient Intake Specialist
Patient Advocate Foundation
Hampton, VA
04.2024 - 03.2025
- Served as primary contact for patients and families, ensuring timely and professional call handling.
- Explained Case Management program services and eligibility requirements to callers clearly.
- Assessed patient needs to determine alignment with Case Management program scope.
- Conducted thorough intake for eligible patients, documenting contact details and medical summaries accurately.
Patient Service Representative (Temp)
Greenlight Connection/Pfizer Oncology
Hampton, VA
10.2022 - 03.2024
- Executed inbound patient calls, ensuring timely responses and efficient prescription scheduling.
- Reviewed incoming patient documents for qualifications and eligibility in Patient Assistance Program.
- Provided status updates to patients and healthcare providers regarding account eligibility and missing information.
TPCU Claims Rep 1 Analyst
WPS Health Solutions
Hampton, VA
07.2019 - 08.2021
- Certified providers joining TRICARE by utilizing internal and external resources.
Customer Service Representative
MassHealth/Randstad Temp Agency
Newport News, VA
12.2018 - 06.2019
- Responded accurately to high-volume inbound calls and processed Medicaid member inquiries into appropriate systems.
- Educated Medicaid members on HIPAA guidelines and compliance procedures.
- Provided eligibility status and documented requirements for Medicaid health coverage.
- Analyzed account history to identify next steps for obtaining or retaining Medicaid health coverage.
Sr. Customer Service Advisor
CareFirst BlueCross BlueShield
Washington, DC
10.2017 - 04.2018
- Responded to inbound calls from members and providers to verify benefits under Federal Employee Program.
- Established cases for members regarding medical claims and health benefits discrepancies.
- Conducted outbound calls to members to provide updates on ongoing case work.
- Assisted Federal Employee Program members and providers with inquiries related to claim breakdowns.
Customer Service Representative
Vantix/DC Healthlink
Washington, DC
10.2016 - 10.2017
- Assisted consumers via phone with health insurance applications through District of Columbia Healthcare Exchange.
- Enrolled consumers in qualified plans, resolving application and eligibility issues.
- Addressed product and service inquiries, providing guidance for next steps in obtaining health coverage.
- Prepared service reports by analyzing consumer information and maintaining detailed call logs.
Customer Service Representative
EZ Pass
Herndon, VA
10.2014 - 09.2016
- Processed customer information and transactions using computer systems and scanners.
- Resolved disputes through in-depth research of customer issues, providing accurate solutions.
- Accepted and processed financial transactions, including toll violations, ensuring accuracy.
- Supplied travelers with directions, maps, brochures, and information regarding EZ-Pass tolls.
Education
High School Diploma -
Harrison High School
Colorado Springs05.2005
Some College (No Degree) - healthcare management, Medical terminology, human growth development, psychology, philosophy, microeconomics
South University
Savannah, GASome College (No Degree) - Medical Billing And Coding
Bryant & Stratton
Buffalo, NYSkills
- CPT coding
- MMIS
- Customer relationship management
- PeopleSoft
- Mainframe systems
- Trifecta software
- FATRAT application
- NPPES database
- Salesforce CRM
- Nitro Pro PDF tools
- Adobe Acrobat Pro
- Able2Extract Professional software
- EDI claims processing
- HIPAA compliance
- Fusion technology
- Case management systems
- ADP payroll solutions
- 8x8 communication platform
- VCC software
- Versa SASE client security
- Splashtop remote access
Certification
Certification of Completion in Complying With Healthcare Laws, 2023, Pfizer Oncology
Accomplishments
- Bryant & Stratton- Dean's List, GPA 3.50
Timeline
Medical/Patient Intake Specialist
Patient Advocate Foundation
04.2024 - 03.2025
Patient Service Representative (Temp)
Greenlight Connection/Pfizer Oncology
10.2022 - 03.2024
TPCU Claims Rep 1 Analyst
WPS Health Solutions
07.2019 - 08.2021
Customer Service Representative
MassHealth/Randstad Temp Agency
12.2018 - 06.2019
Sr. Customer Service Advisor
CareFirst BlueCross BlueShield
10.2017 - 04.2018
Customer Service Representative
Vantix/DC Healthlink
10.2016 - 10.2017
Customer Service Representative
EZ Pass
10.2014 - 09.2016
High School Diploma -
Harrison High School
Some College (No Degree) - healthcare management, Medical terminology, human growth development, psychology, philosophy, microeconomics
South University
Some College (No Degree) - Medical Billing And Coding
Bryant & Stratton
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