Hanifah Hall
Lake Elsinore,CA
Summary
Dependable Customer Service Representative and Documentation Specialist equipped for fast-paced work and changing daily needs. Meets needs with attention to detail and hardworking approach. Seeks out opportunities to go beyond basics and positively impact team.
Overview
8
8
years of professional experience
Work History
Documentation Specialist
Adapt Health
Corona , CA
08.2019 - 01.2024
- Verified and revised chart notes and patient information from multiple doctor's offices for patients in need of medical equipment including Oxygen, Ventilators, CPAP, BiPAP, and other equipment.
- Followed HIPPA Guidelines Daily
- Investigated customer complaints and provided resolutions to escalated issues.
- Took over escalated calls for Customer Service Representatives.
- Scheduled deliveries and pick ups for patient's.
- Analyzed, Corrected, and Processed an average of 45-60 orders daily.
- Trained new hires to be proficient in processing orders and being knowledgeable on different types medical equipment.
- Implemented new ideas and processes to enhance the quality and quantity of work.
- Collaborated with customer support teams and other departments across multiple time zones to teach new processes and complete the workload.
- Proficient worked between 5 different online systems to access patient information and complete workload.
- Facilitated communication between physician offices, other healthcare providers, insurance companies, and the patient through phone, email, and other company systems to provide the patient with the correct type of durable medical equipment.
- Engaged with customers to understand their needs and resolve issues efficiently.
- Provided outbound calls to patient's to follow up on doctor's orders.
- Assisted with the customer service department answering an average of 10 -15 calls per hour providing each patient with solutions and answers to their questions.
- Multi tasked between answering calls, attending team meetings, helping other departments, and exceeding the workload daily.
- Established effective communication with 10 Liaison's in different regions through Southern California and Arizona to get documents to and from doctor's offices.
- Attended quarterly company trainings to stay informed on policy changes and information on equipment.
- Exceeded daily goal of 35 orders completed daily expected by management.
- Explained payment options to patient's and resolved billing complaints.
- Collected copayments from patient's for low and high level medical equipment.
- Organized orders from main priority to least priority to maximize revenue.
- Reviewed patient information to accurately submit authorization to different insurance companies.
- Created detailed reports on all escalated customer complaints with associated root cause analysis.
- Acted as a liaison between customers and company personnel during dispute resolution efforts.
- Monitored the progress of each issue and ensured timely resolution within established SLAs.
- Maintained records of patient information, including insurance coverage, billing information, and delivery details.
- Created organized folders for the Liaison's to access documents in a more efficient way.
- Processed Detailed Written Orders an order requests sent through email and the companies website.
- Referenced Month -end and year-end closings to set goals for upcoming month and year.
- Resolved denials from insurance companies while keeping the patient informed on the process.
- Created detailed training material for new hires.
- Filed accurate weekly, monthly, quarterly regulatory paperwork and maintained organization to support smooth audit processes.
- Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
- Adapted to schedule changes and floated through different departments.
Customer Service Representative
American Residential Services
Corona , CA
05.2018 - 08.2019
- Answered an average of 60 phone calls a day while scheduling appointments with clients through email.
- Exercised problem-solving skills daily by helping clients find solutions to their plumbing and HVAC problems.
- Made outbound calls to clients to ensure that they were serviced properly
- Emailed commercial business to promote the services for the company.
- Worked through 4 different online systems while answering inbound calls.
- Maintained expected goal from management of 60 to 70 calls or service orders a day while working in a fast paced environment.
- Handled escalated calls from clients who were not satisfied with the service they received.
- Provided customers with clear understanding of charges, billing and price changes.
- Maintained up-to-date knowledge about products and promotion.
- Followed up on customer leads and developed mail lists.
- Created detailed service tickets with an explanation of the customers issue for technicians to clearly understand what needed ton be done.
- Trained new employees on sales techniques and company policies.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Helped customers to troubleshoot small plumbing issues from over the phone.
- Strengthened customer retention by offering discount options when applicable.
Program Leader
Think Together
Moreno Valley , CA
05.2016 - 05.2018
- Supervised an average of 75 children K-8 grade for 6 hours a day while ensuring their safety and following the rules and guidelines of the school district.
- Developed monthly reports on students behavior, attendance, curriculum, and snack inventory to present to the director.
- Collaborated with other program leaders to create engaging learning activities and events for students.
- Curated a weekly of curriculum for students to follow.
- Created worksheets that were provided to other program leaders that helped to ensure a more efficient work day for students.
- Coordinated meetings with colleagues where the plan for the day and week were discussed and explained.
- Maintained records of program activities including attendance logs, data entry into a database system.
- Supported students in making positive behavior choices and used gentle disciplinary measures when needed.
- Set and enhanced program schedules to meet expected demands and enhance student learning opportunities.
Education
General Education Diploma -
Eisenhower High School
Associate of Arts: Communications -
Mt San Jacinto College
Skills
- Workflow Management
- Documentation Review
- De-Escalation Techniques
- Attention to Detail
- Interpersonal Skills
- Data representation
- Organizational Skills
- Analytical Skills
- Active Listening
- Team building
- Teamwork and Collaboration
- Problem-Solving
- Data logging
- Adaptability and Flexibility
- Staff Training
Timeline
Documentation Specialist
Adapt Health
08.2019 - 01.2024
Customer Service Representative
American Residential Services
05.2018 - 08.2019
Program Leader
Think Together
05.2016 - 05.2018
General Education Diploma -
Eisenhower High School
Associate of Arts: Communications -
Mt San Jacinto College
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