Janay Goffigan
Viera,FL
Summary
Patient care and financial support professional with experience guiding patients through insurance verification, claims questions, account corrections, and confidential case documentation. Known for clear communication, accurate recordkeeping, HIPAA compliance, and steady follow-through while resolving issues with compassion and professionalism.
Overview
2
2
Languages
1
1
Certification
9
9
years of professional experience
Work History
Customer Service Representative
CVS Healthcare
Remote, Florida
01.2026 - Current
- Assisted patients and guarantors with outstanding balances, providing clear answers to payment questions to enhance customer satisfaction.
- Provided compassionate customer service by listening carefully, addressing concerns, and completing follow-up communication.
- Directed complex patient concerns to appropriate department or leadership for prompt resolution, ensuring timely follow-up and care continuity.
- Updated and verified patient demographic and insurance information, initiating account corrections and rebilling requests to ensure accurate billing.
- Maintained working knowledge of departmental workflows, healthcare systems, and technology platforms to resolve patient inquiries efficiently.
- Recorded patient questions, interactions, and resolutions accurately in designated systems.
- Met productivity, quality, and customer service standards consistently.
- Followed organizational policies, procedures, and healthcare regulations.
Patient Care Advocate
Cigna Healthcare / Accredo
Remote, Florida
11.2023 - 04.2025
- Provided direct patient support and advocacy while answering questions, concerns, and service needs.
- Assisted patients with insurance authorizations, claims inquiries, and prior approval requests.
- Explained complex information with empathy and professionalism, ensuring respect for patient dignity.
- Collaborated with internal teams to resolve patient issues and connect them to appropriate resources.
- Recorded interactions and maintained accurate case notes while protecting confidential information.
- Updated reference materials with Medicare, Medicaid, and third-party payer requirements, guidelines, policies, and accepted insurance plan lists.
- Managed high-volume assignments by organizing tasks, meeting deadlines, and maintaining accuracy.
Patient Financial Representative
Memorial Healthcare Systems
Melbourne, Florida
01.2021 - 10.2023
- Researched insurance claims, resolved denied claims, and collaborated with insurance carriers to correct billing discrepancies and expedite payment.
- Reviewed explanation of benefits (EOBs) to validate payment determinations, adjustments, and clarify patient financial responsibility.
- Processed patient and insurance payments, posted cash to accounts, and kept billing and transaction records accurate.
- Supported patient accounts receivable by reviewing outstanding balances and following up on unpaid claims to help speed reimbursement.
- Used payer portals and billing systems to check claim status, research account discrepancies, and start claim corrections or resubmissions.
- Responded to patient billing inquiries, documented account activity, and adhered to collection guidelines, privacy requirements, and organizational policies.
Barista
Starbucks
Viera, Florida
08.2017 - 01.2018
- Prepared handcrafted beverages following Starbucks recipes and quality standards
- Greeted customers and delivered friendly service at Starbucks café counter
- Operated POS register and processed cash, card, and mobile orders
- Handled customer questions and resolved order issues with professional care
- Supported partner teamwork during peak rushes and shift transitions
- Restocked milk, syrups, cups, and merchandise during busy store shifts
- Cleaned equipment, counters, and café areas to maintain Starbucks sanitation standards
- Followed food safety, beverage, and store opening procedures daily
Education
Associate in Arts (AA) -
Eastern Florida State College
Melbourne, FL05-2018
High School Diploma -
Viera High School
Viera05-2015
Skills
- Claims processing
- Insurance verification
- Billing processes
- Customer account management
- Case documentation
- EHR/EMR/CRM proficiency
- HIPAA compliance
- Attention to detail
- Performance metrics
- Problem solving
- Conflict resolution
- Active listening
- Patient care
- Compassionate care
- Healthcare terminology
Certification
- SHRM-CP
- Certified Tier One – Florida Commerce
- DEIB Certification – Florida Commerce
ADDITIONAL STRENGTHS
Youth Engagement | Case Management | Client Advocacy | Community Partnerships | Employment Services | Program Compliance | Confidentiality | Resource Coordination | Professional Communication | Assessment & Planning | Problem Solving | Data Collection & Analysis | Cultural Sensitivity | Leadership & Planning | Deadline Management | Independent Work | Follow-Up & Participant Engagement
ADDITIONAL REQUIREMENT
Available to travel locally and as required to support program participants, community partnerships, and organizational needs.
Languages
French
Professional
English
Native/ Bilingual
Timeline
Customer Service Representative
CVS Healthcare
01.2026 - Current
Patient Care Advocate
Cigna Healthcare / Accredo
11.2023 - 04.2025
Patient Financial Representative
Memorial Healthcare Systems
01.2021 - 10.2023
Barista
Starbucks
08.2017 - 01.2018
Associate in Arts (AA) -
Eastern Florida State College
High School Diploma -
Viera High School