Hayley Goins
Summerville,SC
Summary
Connects with Patients easily to provide thoughtful and compassionate assistance. Manages client files and prioritizing tasks to achieve optimal productivity.
Skilled in insurance verification and demonstrating follow-up skills, which in turn, significantly improved prior authorization turnaround times. My adeptness in patient scheduling and commitment to maintaining confidentiality underpin my ability to deliver results in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Infusion Intake Coordinatora
Articularis Healthcare Group
11.2021 - 07.2024
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
- Contributed to an positive work environment through effective teamwork and open communication among colleagues..
- Improved patient satisfaction by efficiently managing prior authorization requests and ensuring timely approvals.
- Optimized turnaround times for prior authorization requests, collaborating closely with physicians and clinical staff to expedite necessary treatments.
- Maintained accurate case files, updating relevant information as needed to ensure efficient record-keeping practices.
- Verified eligibility and compliance with authorization requirements for service providers.
- Fielded telephone inquiries on authorization details from plan members and medical staff.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
- Researched denied claims and contacted insurance companies to resolve these issues.
- Submitted requests for co pay cards, to help patients meet the cost of medication, if required.
Appointment Scheduler
Palmetto Physicians
10.2019 - 11.2021
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Improved communication between front desk and clinical staff by providing accurate, up-to-date appointment information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
- Provided exceptional customer service to patients, addressing inquiries and resolving issues related to scheduling or billing concerns.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Made average of 150 outbound and inbound calls per day.
Customer Service Representative
Charleston Water System
01.2019 - 08.2019
- Provide timely and accurate information to customers on the phone and in person.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, .
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Licensed Insurance Producer
Dial America
06.2015 - 01.2019
- Promoted products and services using upselling and other sales strategies.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Calculated premiums and established payment methods for sales.
- Analyzed customer needs to provide customized insurance solutions.
Education
Associate of Applied Science - Legal Studies
Metropolitan College of Omaha
Omaha, NE05.2012
Associate of Applied Science - Production And Inventory Management
Gloucester University
United Kingdom07.1998
Skills
- Insurance Verification
- Follow-up skills
- Patient Scheduling
- Phone and Email Etiquette
- Documentation and Recordkeeping
Timeline
Infusion Intake Coordinatora
Articularis Healthcare Group
11.2021 - 07.2024
Appointment Scheduler
Palmetto Physicians
10.2019 - 11.2021
Customer Service Representative
Charleston Water System
01.2019 - 08.2019
Licensed Insurance Producer
Dial America
06.2015 - 01.2019
Associate of Applied Science - Legal Studies
Metropolitan College of Omaha
Associate of Applied Science - Production And Inventory Management
Gloucester University
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