Felicia Rankin
Hattiesburg,MS
Summary
Dedicated Medical Assistant/Phlebotomist with 8 years of experience in healthcare and benefits verification, recognized for effectively managing high call volumes while performing essential administrative and clinical tasks to ensure seamless office operations. Expertise in resolving complex customer inquiries and maintaining compliance with insurance and HIPAA regulations, coupled with strong communication and multitasking abilities. Proven track record of accurate documentation and exceptional client support, fostering a collaborative team environment to achieve positive outcomes. Reliable and adaptable, consistently demonstrating excellent problem-solving skills in fast-paced settings.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus
Hattiesburg, MS
10.2024 - 11.2024
- Provided exceptional customer service by addressing inquiries and resolving issues promptly, enhancing customer satisfaction and loyalty.
- Managed a high volume of inbound and outbound calls, ensuring efficient communication and support for clients' needs.
- Utilized company systems to document and track customer interactions, maintaining accurate records and facilitating seamless follow-up.
- Collaborated with team members to identify and implement process improvements, contributing to increased operational efficiency.
- Assisted in training new hires by sharing best practices and company policies, fostering a knowledgeable and cohesive team environment.
- Analyzed customer feedback to identify trends and areas for improvement, supporting the development of strategic initiatives.
- Adhered to company protocols and compliance standards, ensuring all customer interactions met quality and regulatory requirements.
Pharmacy Help Desk Representative/Benefits Verification Specialist
Prime
Highland Park, Michigan
12.2018 - 02.2023
- Coordinated with pharmacies and healthcare providers to determine patient eligibility for override medications and facilitated the prior authorization process for specific drugs and services.
- Managed over 100 daily calls from healthcare providers, insurance companies, and patients, addressing inquiries and resolving concerns with efficiency and accuracy.
- Conducted thorough reviews of prescription policies to ensure compliance with insurance coverage requirements and resolved claims denials to expedite reimbursement processes.
- Processed payments, managed billing procedures, and coordinated reimbursements, maintaining exceptional attention to detail.
Pharmacy Help Desk/Medicare Billing/Benefits Verification Specialist
General Dynamics
12.2013 - 11.2022
- Cross-trained to support pharmacy billing and customer service, effectively managing over 50 calls daily from healthcare providers, insurance companies, and patients to address inquiries and concerns.
- Conducted detailed verification of patient-specific benefits, documenting coverage, cost-share, and access options per program SOPs, ensuring accurate and efficient claims processing.
- Researched and resolved complex issues related to medical claims, denials, grievances, appeals, and prior authorizations, collaborating with healthcare providers and insurance companies to determine eligibility and necessity.
- Trained new employees in medical insurance programs, billing procedures, and customer service protocols, enhancing team efficiency and knowledge.
- Processed claims using Pharmacy Information Management Systems, ensuring compliance with pharmacy laws and HIPAA regulations while assisting with medication overrides and prior authorization submissions.
Customer Service Representative
General Dynamic's
Hattiesburg, MS
09.2013 - 11.2016
- Assisted individuals in determining eligibility for medical insurance programs and directed clients to suitable plans based on their needs.
- Managed over 50 calls daily from healthcare providers, insurance companies, and patients, ensuring efficient resolution of inquiries while maintaining compliance with HIPAA regulations.
- Facilitated prior authorization processes for medical procedures, ensuring compliance with payer requirements, and addressed claims denials to expedite reimbursements.
- Processed payments and managed billing procedures, maintaining meticulous attention to detail to ensure accurate financial transactions.
Cake Decorator
Corner Market
Petal, MS
10.2005 - 02.2013
- Crafted custom cake designs for diverse occasions, ensuring a consistently high standard of quality and customer satisfaction.
- Maintained a clean and organized workspace, enhancing safety and operational efficiency.
- Provided excellent customer service by addressing inquiries and accommodating special requests.
Medical Assistant/Laboratory Phlebotomist
Willstaff Worldwide
Mobile, AL
05.1997 - 07.2004
- Documented patient vital signs, including blood pressure, pulse, and temperature, to support accurate patient assessments.
- Collected blood samples through venipuncture for medical testing, ensuring proper handling and processing for laboratory analysis.
- Performed EKGs and administered pregnancy tests to assist physicians in patient diagnosis and care.Proficiently performed venipuncture and capillary draws using various collection systems (e.g., vacutainers, winged infusion sets).
- Expertly executed correct order of draw and inverted tubes to prevent sample contamination.
- Collected blood, urine, and other bodily fluids for diagnostic testing.
- Managed sample labeling, processing, and preparation for laboratory analysis.
- Operated and maintained phlebotomy equipment, including automated blood pressure cuffs.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Specimen Processing
Education
High School Diploma - General Education
Stanford Christian Academy
Simms, Alabama11.2000
Advanced Career Training - Medical Assistant And Phlebotomy Training
Advanced Career Training
Simms Alabama02-2000
Skills
- Medical Knowledge: Familiar With Anatomy, Physiology, Infection Control, Specimen Processing, and Medical Terminology
- Insurance Expertise: Knowledge of Medical Insurance Programs, Billing Processes, Alternate Funding Resources, Reimbursement Processes, and Specialty Pharmacy Operations
- Problem Solving: Skilled in Managing Complex Customer Inquiries, Resolving Issues, and Ensuring the Best Solutions for Clients
- Communication: Ability to Effectively Communicate With Clients, Insurance Providers, and Medical Professionals
- Multitasking: Ability to Stay Calm Under Pressure, Prioritize Tasks, and Ensure Accurate Documentation
- Empathy
- Patience
- Time Management
- Skills: Communication Skills
- Technical Proficiency
- Active Listening
- Computer proficiency
- Call center operations
Certification
- CPR and First Aid Certification
- HIPAA Compliance Training
- Pharmacy Benefit Management Training
Timeline
Customer Service Representative
Maximus
10.2024 - 11.2024
Pharmacy Help Desk Representative/Benefits Verification Specialist
Prime
12.2018 - 02.2023
Pharmacy Help Desk/Medicare Billing/Benefits Verification Specialist
General Dynamics
12.2013 - 11.2022
Customer Service Representative
General Dynamic's
09.2013 - 11.2016
Cake Decorator
Corner Market
10.2005 - 02.2013
Medical Assistant/Laboratory Phlebotomist
Willstaff Worldwide
05.1997 - 07.2004
High School Diploma - General Education
Stanford Christian Academy
Advanced Career Training - Medical Assistant And Phlebotomy Training
Advanced Career Training