Felicia Farmer
Princeton,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Patient Solution Specialist
Acclara
02.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
Patient Access Coordinator I, Supervisor
SCP Health
11.2020 - 02.2022
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, and general inquiries professionally.
- Assisted in staff training on new procedures, policies, and software applications to improve overall performance of the department.
- Maintained compliance with company policies, objectives, and communication goals
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
RCS Supervisor
SCP Health
12.2016 - 11.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
RCS -Patient Contact Center Representative
SCP Health
05.2014 - 12.2016
- Evaluated patients' financial status and established appropriate payment plan options.
- Trained new employees on multiple medical billing and data entry processes.
- Located errors and promptly refiled rejected claims
- Posted and adjusted payments from insurance companies
- Precisely evaluated and verified benefits and eligibility
- Completed appropriate claims paperwork, documentation and system entry for government and commercial insurance.
- Delivered professional follow-up calls to ensure proper payments were made according to contract.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Collections\Customer Service Representative
Credit Protection Association
01.2011 - 04.2014
- Collections on accounts contracted to CPA and provided documentation reflecting the status of the account
- Processed disputes through direct pay system
- Assisted with calls in the supervisor queue
- Accepted inbound and outbound calls while obtaining information from consumers to code their accounts as bankruptcy and deceased per consumers’ request.
Education
Computerized Accounting -
CCI Training Center
Dallas, TXBusiness Accounting -
University of Louisiana at Monroe
Monroe, LAMedical Assistant -
Remington College
Garland, TXSkills
- High-volume call environments
- Critical and creative thinking
- Professional communication
- Effective listening and verbal skills
- Team building
- Quality Assurance
Systems: Athena, Salesforce , Phreesia, Centricity, Incontact,Availity, CUBS, Accalarity,Dayforce, WorkDay,Citrix,RevSpring,Epic
- Payment Processing
Timeline
Patient Solution Specialist
Acclara
02.2023 - Current
Patient Access Coordinator I, Supervisor
SCP Health
11.2020 - 02.2022
RCS Supervisor
SCP Health
12.2016 - 11.2020
RCS -Patient Contact Center Representative
SCP Health
05.2014 - 12.2016
Collections\Customer Service Representative
Credit Protection Association
01.2011 - 04.2014
Computerized Accounting -
CCI Training Center
Business Accounting -
University of Louisiana at Monroe
Medical Assistant -
Remington College
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