JoAnn Graham
Tampa,FL
Summary
With over 20 years of proven experience in training and supervising employees in the healthcare and financial industry, this professional has developed a strong skill set in measuring standards for quality assurance and control within billing and customer service departments. By supporting policies and procedures, they ensure that the highest level of performance is achieved. Their ability to encourage and motivate employees to be self-directed not only leads to higher performance but also helps in building their self-esteem. As an enthusiastic team player, they consistently provide creative ideas to improve and maintain employee morale, fostering a positive work environment.
Overview
12
12
years of professional experience
Work History
Benefit Verification Specialist
AppleOne/ Amgen
02.2022 - 02.2025
- Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
- Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
- Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
- Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
- Assisted with staff training on new software systems and procedures, promoting a cohesive team environment focused on quality assurance.
- Drafted and reviewed benefit summaries, ensuring accuracy and alignment with regulatory standards.
- Contract
Data Entry Associate
America’s Title Corporation
08.2021 - 12.2021
- Proficient with payment processing programs Resware, Simplifile and Closures Choice.
- Reviewed notifications received for all return checks daily from financial institutions.
- Received notifications by email or electronically all legal documents recorded to update files.
- Process payments and adjustments for buyers and various clients daily such as Wells Fargo Bank, Bank of America and other financial institutions.
- Scanned legal documents such as Deeds of Trust, Mortgages, Subordination Agreements, Affidavits, Land loans and various documents received daily.
- Issued refunds and adjustments daily for buyers overcharged for fees.
- Contract
Financial Support Services Associate II
CARECENTRIX
03.2017 - 04.2021
- Served as Reimbursement Specialist reprocessing claims in provider portal for FL BCBS and Horizon.
- Team posted $1M+ in 2020. Co-pays, Deductibles, Co-insurance and payments completed within a 3-day turn around.
- Created reports and reviewed electronic files from clients.
- Reviewed correspondence in Health Logic and took appropriate action needed to resolve all inquiries.
- Processed adjustments and refunds for patients and clients when needed.
- Worked remotely from home and followed all HIPPA guidelines.
- Hybrid position
Client Liaison Representative
MEDICAL SERVICES / NACS
05.2015 - 08.2016
- Assisted Patient Financial Services Department with Florida Hospital and processed credit card payments.
- Created and updated process documents for benefit verification and eligibility workflows, enhancing operational efficiency.
- Updated patient demographics and medical insurance received from MSD and Hospital.
- Assisted MSD staff daily and resolved disputes.
- Reviewed daily bad debt reports and reassigned accounts to collection agencies.
- Provided MSD with admission agreements and itemized bills when needed.
- Contract
Financial Specialist
USF PHYSICIANS GROUP
01.2014 - 03.2015
- Made and receive calls from calls patients, doctor offices, insurance companies and document accounts.
- Followed daily computer schedule to ensure all required exams had appropriate authorizations.
- Secured retro-authorizations and review billing from various insurance companies.
- Obtained referrals, review orders, and clinical notes from patients’ accounts in a timely manner.
- Accurately documented research on individual patient accounts and scanned medical records received.
Word Processor
LIFE PLANNING INSTITUTE LLC
09.2012 - 10.2013
- Contacted and scheduled appointments for clients.
- Prepared life plans, care plans for elderly and people with developmental disabilities and their families.
- Assisted clients in locating services from agencies in their locality.
- Remote position
Education
Diploma -
Skills
- Client relations expertise
- Knowledge of debt collection regulations
- Legal document management
- HIPAA compliance expertise
- Effective settlement negotiation
- Credit operations management
- Insurance claims processing
- Proficient in MS Office Suite
- Healthcare
- Problem-solving
- Attention to detail
- Leadership skills
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15 staff members.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Benefit Verification Specialist - AppleOne/ Amgen
02.2022 - 02.2025
Data Entry Associate - America’s Title Corporation
08.2021 - 12.2021
Financial Support Services Associate II - CARECENTRIX
03.2017 - 04.2021
Client Liaison Representative - MEDICAL SERVICES / NACS
05.2015 - 08.2016
Financial Specialist - USF PHYSICIANS GROUP
01.2014 - 03.2015
Word Processor - LIFE PLANNING INSTITUTE LLC
09.2012 - 10.2013
John F. Kennedy High School - Diploma,
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