JAWANA ROBY
Memphis,TN
Summary
Results-driven Customer Service Representative with a strong work ethic committed to enhancing customer satisfaction and driving company success. Highly accurate and detail-oriented, with extensive experience in banking, customer service, medical billing and coding insurance. Adept at maintaining professionalism and efficiency in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Patient Finance Advocate
Methodist Le Bonheur Healthcare/ Firstsource
Memphis, TN
01.2024 - 08.2024
- Conducted on-site eligibility screenings for assistance programs
- Review the hospital census or utilize the established referral method to identify self-pay patients consistently throughout the day
- Screen referred patients for State, County, and/or Federal eligibility assistance programs and document the results of the screening in the onsite tracking tool and hospital computer system
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits
- Maintained comprehensive knowledge of program regulations, policies, and procedures
Eligibility Representative
Accredo Health Group / Express Scripts / Cigna
Memphis, TN
10.2021 - 11.2023
- Help patients get the medication they need: provide guidance to patients about prescription medication benefits, deductibles, co-payments, and authorizations to ensure pharmacy coverage
- Interact directly with healthcare providers: coordinate and research benefits coverage with Insurance providers, doctors' office and health care providers
- Keep track of patient interactions: While managing a high outbound call volume, while using expert listening and data entry skills to understand patient and provider requests and accurately document all interactions
- Assisting specialty pharmacy patients coordinate their medication needs and pharmacy benefits coverage
- Work with Insurance providers, doctors' offices and health care providers to obtain vital information to obtain prior authorization for drug therapies needed by patients with Rare Diseases
Sales Associate
Comcast
Germantown, TN
11.2018 - 08.2022
- Utilized tools, technology, and knowledge to drive exceptional customer interactions
- Evaluated customer's potential product needs and tailored XFINITY solution to meet customer video, data, voice, connected home, and Comcast mobile requirements
- Consistently surpassed targets in sales and customer service
- Conducted training sessions on products, sales techniques, and company protocols for new team members
Electronic Banker
Regions Bank
Cordova, TN
03.2016 - 10.2018
- Addressed and resolved client inquiries efficiently
- Attain aggressive sales goals by turning phone inquiries into sales opportunities, making an active attempt to cross-sell the full range of bank products and services to meet clients' needs
- Enhanced customer relationships using targeted phone techniques
- Provided customer service to bank clients, answering inquiries and resolving complaints
- Helped customers understand and use mobile applications and online banking
Education
Associate of Arts -
Lone Star College
Houston, Texas01.2015
High School Diploma -
Kirby High School
Memphis, TN01.2006
Skills
- Medical terminology
- Medical billing
- Excel Proficiency
- Expert in Microsoft Office
- Financial analyst
- Sales/Retail
- Customer service
- Medical Records Management
- Efficient data entry skills
- Strong organizational skills
- ICD-10 coding
Timeline
Patient Finance Advocate
Methodist Le Bonheur Healthcare/ Firstsource
01.2024 - 08.2024
Eligibility Representative
Accredo Health Group / Express Scripts / Cigna
10.2021 - 11.2023
Sales Associate
Comcast
11.2018 - 08.2022
Electronic Banker
Regions Bank
03.2016 - 10.2018
Associate of Arts -
Lone Star College
High School Diploma -
Kirby High School