Summary
Overview
Work History
Education
Skills
Phone
Timeline
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Heaven Oliver

Charlotte,NC

Summary

Dedicated customer service professional with a strong track record in home-based positions, known for exceptional organizational and multitasking skills. Proven problem-resolution abilities contribute to effective team collaboration and enhanced customer satisfaction. Committed to delivering positive experiences through attentive service and meticulous attention to detail.

Overview

5
5
years of professional experience

Work History

Patient Administration Specialist

Serenity Healthcare Services
Charlotte, NC
11.2019 - Current
  • Compiled information from patients or family members to identify care concerns.
  • Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
  • Applied organizational policies with regulations for patient privacy.
  • Provided excellent customer service
  • Answered phone calls, responded to emails, and scheduled appointments when needed
  • Utilized case management systems to track client cases from intake through to completion.
  • Conducted initial intake interview to obtain client information, including biographical data, medical history, present problem, legal status, and other pertinent information.
  • Coordinated the intake process, ensuring all required documentation was collected and processed.

Resolution Specialist

GBS Shared Services
Charlotte, NC
04.2022 - 09.2024
  • Managed customer interactions in a contact center environment using various communication mediums
  • Analyzed customer issues to understand perspectives and provide appropriate solutions
  • Implement process improvement plans based on customer feedback and trend analysis
  • Gather and interpret data to ensure quality and completeness in contact center systems
  • Communicate effectively with stakeholders to investigate and resolve contact center issues
  • Support the implementation of business solutions by building relationships with key stakeholders

Benefits Verification

Amerisource Bergen (Lash Group)-Remote
Charlotte, NC
11.2021 - 03.2022
  • Verified insurance coverage for both new and existing patients
  • Collected the appropriate information needed to ensure insurance coverage for patient medication orders and documents in computer systems
  • Processed patient prescription needs successfully, reduce exposure and demonstrate excellent customer service to patients, healthcare professionals, and insurance carriers
  • Contacted insurance carriers to resolve Electronic Claim Submission rejections and Major Medical coverage issues
  • Secured and verified a method of payment for a patient's financial responsibility
  • Reviewed the billing system to verify the patient's eligibility to receive medication and update the necessary information
  • Obtained accurate demographic, insurance and financial information from healthcare professionals and patients to complete enrollment applications for new patients

Education

CNA Certification -

Serentiy Nursing School/Home Care
02.2025

High School Diploma -

Mallard Creek High School
06.2018

Skills

  • Assertiveness
  • De-escalation techniques
  • Stress tolerance
  • Mediation techniques
  • Continuous improvement
  • Fairness Understanding
  • Time management abilities
  • Teamwork and collaboration
  • Problem-solving
  • Self motivation
  • Organizational skills

Phone

cell, (980)267-1803

Timeline

Resolution Specialist

GBS Shared Services
04.2022 - 09.2024

Benefits Verification

Amerisource Bergen (Lash Group)-Remote
11.2021 - 03.2022

Patient Administration Specialist

Serenity Healthcare Services
11.2019 - Current

CNA Certification -

Serentiy Nursing School/Home Care

High School Diploma -

Mallard Creek High School

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Heaven Oliver