Iya Gorden
Katy
Summary
Detail-oriented Patient Service Representative with outstanding treatment knowledge and stellar communication skills. Successful at coordinating between patients and professionals and offering comprehensive patient education. Committed to organization and time management.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
LEAD Healthcare Customer Service Representative
Concentrix llc
Beaumont
07.2020 - Current
- Assisted customers with inquiries and resolved issues promptly.
- Conducted follow-ups to ensure customer satisfaction after service interaction.
- Developed knowledge of product features to enhance customer conversations.
- Performed data entry activities as needed.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed positive relationships with customers through friendly interactions.
- Utilized CRM systems to document customer interactions and track issues.
- Maintained updated knowledge of healthcare regulations and compliance standards.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collected payments from patients and entered them into the billing system accurately.
- Adhered to HIPAA regulations when handling confidential patient information.
- Managed multiple projects simultaneously while meeting deadlines set by management team members.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
Sr healthcare customer specialist
Tripplestar llc
Houston
01.2016 - 07.2020
- Coordinated daily operations to ensure efficient workflow and task completion.
- Mentored junior staff to enhance skills and improve team performance.
- Developed training materials for new employees to support onboarding processes.
- Implemented process improvements to streamline operational efficiency across projects.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed daily quality assurance duties to provide feedback for improvements.
- Maintained daily inventory to facilitate successful material distribution.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Adhered to HIPAA regulations when handling confidential patient information.
- Conducted financial counseling for patients, explaining payment options and assistance programs.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Led on- and off-site customer support teams across multiple time zones.
Healthcare Documentation Specialist
Silvercrest llc
Katy
03.2012 - 01.2016
- Managed transcription of clinical documentation for healthcare providers.
- Utilized electronic health record systems for efficient data entry.
- Ensured compliance with HIPAA regulations in all documentation processes.
- Conducted audits of medical records to maintain quality control standards.
- Resolved issues related to discrepancies between paper and electronic versions of patient charts.
- Compiled statistical data from patient records for research projects and grant applications.
- Conducted audits on medical record files to ensure completeness and accuracy of documentation.
- Maintained up-to-date knowledge of coding systems, regulations and standards for medical documentation.
- Updated existing databases with new patient information as needed.
- Reviewed and analyzed patient data to ensure accuracy of medical records.
- Reviewed lab results, radiology images, medications and other relevant material before entering into EMRs.
- Performed quality assurance checks on all completed documentation.
- Verified the accuracy of medical records by comparing with source documents.
- Ensured compliance with HIPAA regulations regarding privacy of health information.
- Made corrections when needed to grammar, spelling, and syntax.
- Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
Education
Bachelor of Arts - Business Administration And Management
Madonna University
03.2005 - 09.2009
Skills
- Customer service
- Billing procedures
- Insurance verification
- CRM systems
- Healthcare compliance
- Team leadership
- Data analysis
- Quality assurance
- Effective communication
- Relationship building
- Time management
- Claims processing
- Medical billing
- Medical terminology
- HIPAA compliance
Timeline
LEAD Healthcare Customer Service Representative
Concentrix llc
07.2020 - Current
Sr healthcare customer specialist
Tripplestar llc
01.2016 - 07.2020
Healthcare Documentation Specialist
Silvercrest llc
03.2012 - 01.2016
Bachelor of Arts - Business Administration And Management
Madonna University
03.2005 - 09.2009