Overview
Work History
Education
Skills
Timeline
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Haley Rhoades

Muncie,IN

Overview

4
4
years of professional experience

Work History

Case Manager & Underwriter

Egis Group
Indianapolis, IN
03.2023 - 03.2024
  • Provided compassionate and solution-focused customer service to Indiana homeowners facing financial hardship due to the COVID-19 pandemic, under the statewide IHAF mortgage assistance program.
  • Served as the primary point of contact for applicants, guiding them through the application process with clear communication and support.
  • Conducted regular outreach via phone and email to request, collect, and review necessary documentation, ensuring accuracy and completeness.
  • Explained complex program guidelines in a user-friendly manner, helping homeowners understand their eligibility and available options.
  • Maintained detailed case files, resolved issues promptly, and collaborated with internal teams to ensure fast and accurate application processing.
  • Delivered high-quality service in a fast-paced, high-volume environment, consistently meeting deadlines and performance metrics

RCS Associate R

IU Health Physicians
Muncie, IN
03.2020 - 03.2023
  • Acted as the first point of contact for patients, delivering high-quality customer service and compassionate care over the phone.
  • Scheduled appointments for both primary care providers and a wide range of specialty services, ensuring timely and accurate access to care.
  • Verified and updated patient demographics and insurance details to support smooth appointment processing.
  • Maintained strict adherence to HIPPA regulations and company protocols when handling sensitive patient information.
  • Assisted with training and onboarding of new employees, helping them build confidence and accuracy in patient interactions.
  • Contributed to the team's morale committee, planning initiatives and activities to foster a positive and collaborative work environment.
  • Performed various support tasks as needed to assist the call center team and improve patient care delivery.

Guest Relations

IU Health Ball Memorial Hospital
Muncie, Indiana
09.2020 - 03.2021
  • Greet and assist patients, families, and visitors upon arrival.
  • Participated in COVID-19 screening stations at hospital entrances to ensure all entrants complied with current health and safety guidelines.
  • Conducted symptom screening and ensure each individual entering the facility was wearing an approved face covering; provide masks when necessary.
  • Explain and enforce hospital COVID-19 policies, including visitor restrictions, mask-wearing, and social distancing.
  • Provide information regarding hospital services, directions, and policies.
  • Support patients and families with empathy and professionalism, especially during moments of high stress or uncertainty.
  • Maintain knowledge of hospital layout, services, and resources to ensure patient needs are met and care is efficiently supported

Education

High School Diploma -

Yorktown High School
Yorktown, Indiana
07-2011

Some College (No Degree) -

Ivy Tech Community College of Indiana
Muncie, IN

Skills

  • Leadership
  • Goal-oriented
  • Data entry and analysis
  • Multitasking and organization
  • Email and telephone etiquette
  • Time management
  • Decision-making
  • Critical thinking
  • Conflict resolution

Timeline

Case Manager & Underwriter

Egis Group
03.2023 - 03.2024

Guest Relations

IU Health Ball Memorial Hospital
09.2020 - 03.2021

RCS Associate R

IU Health Physicians
03.2020 - 03.2023

High School Diploma -

Yorktown High School

Some College (No Degree) -

Ivy Tech Community College of Indiana

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Haley Rhoades