Jowannica Timpson
Columbia,USA
Summary
Knowledgeable Desired Position bringing valuable experience in clinical support to ensure efficient operations. Demonstrated success in assisting healthcare professionals with patient care and administrative tasks. Proven track record of utilizing effective communication and organizational skills.
Overview
9
9
years of professional experience
Work History
Member Experience Associate
Nations Benefits
12.2023 - Current
- Facilitated member inquiries, ensuring timely resolution and enhancing overall satisfaction.
- Implemented process improvements to streamline member onboarding experience.
- Collaborated with cross-functional teams to address service issues effectively.
- Maintained accurate records in member management systems, supporting data integrity initiatives.
- Assisted in training new associates, promoting knowledge-sharing and team cohesion.
- Developed informational resources for members, improving access to benefits information.
- Analyzed feedback to identify trends and recommend enhancements to service delivery.
- Supported marketing initiatives by providing insights into member needs and preferences.
- Built strong relationships with members through clear communication, empathy, and active listening skills.
- Maintained detailed records of member interactions, ensuring accurate follow-up and timely resolution of issues.
- Recognized for consistently exceeding performance targets, demonstrating a strong commitment to providing outstanding member experiences.
- Assisted members in navigating online platforms, resulting in a smoother user experience and higher digital adoption rates.
- Utilized CRM systems effectively to manage member information efficiently while maintaining strict confidentiality protocols.
Clinical Support Specialist
Arine
06.2022 - 11.2023
- Engaging with patients over the phone to deliver Arine’s services on behalf of their health plan, including explaining clinical programs and benefits.
- Identifying potential medication related and health related issues to escalate to the pharmacist.
- Obtaining provider contact information to help facilitate the delivery of clinical interventions.
- Obtaining patient information required to facilitate clinical interventions.
- Answering phone calls from patients, providers, and pharmacies, and using good judgment in responding to questions by patients, providers, and other professional personnel
- Accurate record keeping in Arine’s software platform
- Participating in process improvement meetings and team meetings to help achieve efficient workflows
- Following up with hospitals, clinics, pharmacies, and patients to resolve clinical issues and concerns
- Preparing and mailing patient educational materials and other items as needed
- Scheduling patients for telephonic or video conference appointments with clinical pharmacists
- Assisting with obtaining referrals and authorizations
- Other projects as assigned
Patient Service Representative
LifeMD
11.2021 - 06.2022
- Answers inbound calls using etiquette in a manner consistent with LifeMD standards of excellence
- Scheduling and confirming patients' appointments
- Prepared new patients' charts neatly and documented any updates or any demographic changes for patients if necessary.
- Registered patients promptly.
- Respond to patient billing or financial inquiries if there are any questions or concerns.
- Knowledge of medical terminology to communicate effectively with patients and staff members.
Patient Service Representative
Prisma Health
12.2020 - 11.2021
- Responsible for answering incoming calls professionally and courteously.
- Having clear and accurate communication between me and the caller while providing empathy.
- Appropriately directing the caller to the designated patient's room or department.
- Answering on-call for Physicians' offices during lunch and after hours of business.
- Documenting patient's information in Epic or Telemediq when it is deemed medically necessary to page Physician.
- Code Calls-medically necessary, this requires the agent to page over the intercom system of the hospital.
- Handle heavy call volume and answer promptly.
- Followed HIPPA policy and code of conduct and ethics.
Customer Service Representative (Seasonal)
Working Solutions
09.2020 - 12.2020
- Helping clients with routine questions about TurboTax software and their products and the services we provide.
- Troubleshoot issues with clients if they were having issues accessing their accounts. Resolving issues about tax support and customer concerns on which product to purchase to file taxes.
- Strong communication and active listening skills to understand the client's needs and wants while providing empathy.
- Maintained up-to-date knowledge of customer accounts, and help clients get into the mobile app when deemed necessary.
- Explained products and benefits to clients.
Customer Service Support Representative
Samsung
11.2018 - 08.2020
- Daily task was handling customers' concerns and issues with their washer or dryer.
- Troubleshoot issues with the customer to see if we could resolve the issue over the phone.
- Set customer up with Authorized Service Center if the issue was not resolved over the phone.
- Providing strong and clear communications skills while providing customer information about the warranty or if there's an interest to purchase an extended warranty through the company.
- Documented every account accurately.
- De-escalated irate customers while understanding the customer's needs and concerns.
- High call volume answered in a timely manner.
Healthcare Customer Service Representative
Aetna
09.2016 - 10.2018
- Coventry Medicare Supplement Insurance for Seniors, providing clients with healthcare information on their healthcare plans and drug coverage.
- Provided clients with assistance locating Primary Care in their network.
- Explanation of Benefits
- Documentation on every call and made changes if patients had new demographic information.
- Strong Communication skills and active listening to get a clear understanding of the patient's needs.
- Billing information and taking payments for patients who wanted to make payments over the phone.
- Provided information and resources to assist with drug costs and premium payments.
- Possessed strong customer service skills to provide empathy and sympathy to each patient while earning trust.
- Multi-task through many different systems researching information for patients.
Education
Diploma - Master Barber
Salon 496 Barber Academy
Greenville, SC08.2013
Some College - Psychology
University of Phoenix
12.1998
Some College - Sociology
Claflin University
Orangeburg, SC01.1993
Skills
- Software Troubleshooting
- Insurance Verification
- Network Support
- Troubleshooting
- Medical Scheduling
- Desktop Support
- Tax Experience
- Help Desk
- Medical Records
- EMR Systems
- Hospital Experience
- Technical Support
- Microsoft Windows
- Office Management
- Epic
- Social Work
- VPN
- Telemediq
- De- Escalate
- CRM software
- Customer support
- Call center
- Multi-line phone systems
- Documentation review
- HIPAA
- Benefits administration
- Behavioral health
- Medical terminology
- Live chat
- Google Suite
- Sales
- Outbound sales
- Typing
- Salesforce (3 years)
- Conflict management
- Jira
- Operating Systems
- Active Directory
- Remote Access Software
- Microsoft Windows Server
- Docutap
Timeline
Member Experience Associate
Nations Benefits
12.2023 - Current
Clinical Support Specialist
Arine
06.2022 - 11.2023
Patient Service Representative
LifeMD
11.2021 - 06.2022
Patient Service Representative
Prisma Health
12.2020 - 11.2021
Customer Service Representative (Seasonal)
Working Solutions
09.2020 - 12.2020
Customer Service Support Representative
Samsung
11.2018 - 08.2020
Healthcare Customer Service Representative
Aetna
09.2016 - 10.2018
Diploma - Master Barber
Salon 496 Barber Academy
Some College - Psychology
University of Phoenix
Some College - Sociology
Claflin University