Heather Hunter
Bossier City,LA
Summary
Dedicated, organized, and detail-focused professional with extensive experience in philanthropic aid programs. Proficient in providing user support and assistance with health software. Effective at managing multiple tasks and priorities to ensure efficient operations and high-quality service delivery. Committed to making a positive impact through expertise in philanthropy and user support, contributing to the success of Atlas.
Overview
10
10
years of professional experience
1
1
Certification
Work History
User Support Lead
Atlas Health
03.2024 - Current
- Monitoring and analyzing support metrics to detect trends, identify gaps, and recommend solutions for improvement.
- Proactively identifying potential product flaws through pattern analysis of recurring customer issues.
- De-escalate situations involving dissatisfied end-users, offering assistance and support.
- Scheduling screenshare sessions to guide users through troubleshooting, navigating the Atlas platforms, or using Atlas products or services in real time.
- Contributed to the development of the department, focusing on Zendesk specialization and the creation of valuable reports.
Patient Advocate Implementation Lead
Atlas Health
08.2023 - 03.2024
- Collaborated with new clients to implement the patient assistance program.
- Communicated with stakeholders regarding project needs and goals.
- Contributed to the set-up and optimization phases of projects.
- Provided on-the-job training for newly hired Patient Advocates during the implementation phase.
- Identified opportunities to improve process and procedures.
- Provided excellent customer service to patients and medical staff.
Patient Advocate
Atlas Health
12.2021 - 08.2023
- Enrolled patients in philanthropic aid programs.
- Clearly documented all interactions and engagements with providers, programs, and patients to ensure clarity and accountability in our operations.
- Effectively managed post-enrollment work such as submitting claims or ordering medications.
- Coordinated medication deliveries to the designated pharmacy timely.
- Collaborated with the facility's billing department to accurately post payments to patient accounts.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
Prior Authorization Specialist
Atlas Health
12.2021 - 03.2022
- Utilized an understanding of medical terminology, alongside a high level of proficiency in general medical office procedures, including adherence to HIPAA regulations.
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Reduced turnaround time for prior authorization requests by utilizing electronic submission methods.
- Enhanced communication between healthcare providers and insurance companies, ensuring prompt resolution of issues related to prior authorizations.
- Identified trends in denials through data analysis, adapting strategies accordingly for improved success rates in obtaining approvals.
Prior Authorization Specialist
MedAssist, A Firstsource Company
03.2020 - 12.2021
- Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
- Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Monitored pending cases closely, proactively following up on outstanding documentation needed for successful approval outcomes.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Researched denied claims and contacted insurance companies to resolve these issues.
- Maintained organized records and up-to-date files for all completed and pending authorization requests, ensuring easy access during audits or reviews.
Patient Representative
MedAssist, A Firstsource Company
05.2017 - 03.2020
- Conducted on-site patient screenings at hospital facilities, including bedside or emergency room settings, to determine eligibility for assistance programs.
- Obtained personal and financial information from patients, keeping information confidential according to HIPAA guidelines.
- Facilitated applications for state Medicaid and disability benefits on behalf of patients.
- Collaborated effectively with Social Workers and Case Management teams to facilitate patient placement post-discharge.
- Developed strong rapport with patients through active listening skills, empathy, and understanding of individual needs.
- Maintained strict confidentiality of sensitive information in compliance with HIPAA regulations and company policy.
Front Desk Supervisor
Hampton Inn and Suites
10.2014 - 03.2017
- Supervised daily shift process ensuring all team members adhere to standard operating procedures
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Scheduled and assigned daily work and activities for team members.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
Education
High School Diploma -
Evans High School
Evans, Georgia05.2013
Skills
- Training and coaching
- Electronic Health Records Proficiency
- Organized nature
- Quality Assurance
- Proactive Problem Solving
- Medical Terminology
- ICD-10 Coding Familiarity
- Prior Authorization Process
- Effective communication skills
- HIPAA Compliance Knowledge
- Extensive Insurance Knowledge
Certification
Board Certified Patient Advocate (BCPA)
Patient Advocate Certification Board. Inc. (PACB)
Issued April 2024
Credential ID 24041334
Timeline
User Support Lead
Atlas Health
03.2024 - Current
Patient Advocate Implementation Lead
Atlas Health
08.2023 - 03.2024
Patient Advocate
Atlas Health
12.2021 - 08.2023
Prior Authorization Specialist
Atlas Health
12.2021 - 03.2022
Prior Authorization Specialist
MedAssist, A Firstsource Company
03.2020 - 12.2021
Patient Representative
MedAssist, A Firstsource Company
05.2017 - 03.2020
Front Desk Supervisor
Hampton Inn and Suites
10.2014 - 03.2017
High School Diploma -
Evans High School
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