HaTiona Thompson
Albany,NY
Summary
Detail-oriented with 13 years of experience in customer service and a proven track record of leveraging analytical skills to identify and mitigate risks. Expertise in data analysis, cross-functional collaboration, and strategic communication to enhance decision-making processes. Committed to providing high-quality service and ensuring compliance with regulatory standards in remote environments.
Overview
9
9
years of professional experience
Work History
Medical Transportation Liaison
Medical Answering Service (MAS)
02.2024 - Current
- Develop and maintain efficient transportation schedules that align with risk management protocols and client demands, optimizing resource allocation.
- Collaborate with drivers, dispatchers, and cross-functional teams to ensure seamless coordination of transportation logistics.
- Collect and analyze data from clients to assess transportation needs, providing timely updates and solutions.
- Monitor operational effectiveness, promptly resolving scheduling conflicts to minimize risk exposure.
- Ensure adherence to safety regulations and company policies, conducting regular compliance audits.
Program Coordinator
Medasource
11.2022 - 01.2024
- Conduct eligibility screenings and verification processes, identifying potential risks and implementing mitigation strategies.
- Manage communication channels among stakeholders throughout the enrollment process to enhance service delivery.
- Utilize data analysis to respond to inquiries regarding Medicare SSBI benefits, facilitating informed decision-making.
- Serve as a liaison in translation calls, supporting effective communication across departments to reduce service discrepancies.
NYS Vaccination Operator
Apple One
Albany, NY
01.2021 - 10.2022
- Scheduled and managed vaccine appointments, analyzing operational data to optimize availability and service efficiency.
- Provided vital information to NYS residents regarding vaccination logistics and eligibility requirements, enhancing public health outcomes.
- Departments for thorough risk assessments related to medical conditions and appointment rescheduling.
Customer Advocate
Aetna Albany
New York, NY
12.2018 - 12.2020
- Educated providers and members about procedural codes and out-of-pocket costs, addressing potential financial risks.
- Conducted thorough research on claims inquiries, facilitating appropriate specialist referrals and ensuring optimal healthcare outcomes.
- Delivered insights on plan benefits, enhancing member understanding and satisfaction while aligning with risk management strategies.
Customer Care Representative
Anthem Albany
New York, NY
05.2018 - 11.2018
- Maintained accurate customer accounts, employing data integrity practices to support risk assessment and mitigation.
- Responded to consumer inquiries about benefits and claims, utilizing conflict resolution techniques to address issues effectively.
- Managed customer complaints with timely, effective solutions that minimized dissatisfaction and reinforced company reputation.
CSS III
LINIUM/MAXIMUS
Albany, NY
02.2016 - 04.2018
- Collaborated with customers to determine eligibility for various plans, managing risk through informed decision-making support.
- Processed applications efficiently while assisting clients in navigating digital platforms, enhancing user experience.
- Developed team communications to promote knowledge sharing and align on risk-related initiatives during monthly meetings.
Education
High School Diploma - General Studies
Harriet Tubman High School
06.2008
Skills
- Assertiveness
- Mediation skills
- Influencing skills
- Representative experience
- Verbal and written communication
- Team collaboration
- Issue resolution
- Policies and procedures implementation
- Multitasking Abilities
Timeline
Medical Transportation Liaison
Medical Answering Service (MAS)
02.2024 - Current
Program Coordinator
Medasource
11.2022 - 01.2024
NYS Vaccination Operator
Apple One
01.2021 - 10.2022
Customer Advocate
Aetna Albany
12.2018 - 12.2020
Customer Care Representative
Anthem Albany
05.2018 - 11.2018
CSS III
LINIUM/MAXIMUS
02.2016 - 04.2018
High School Diploma - General Studies
Harriet Tubman High School