Keanya Gipson
Chicago,IL
Summary
Accomplished Health Administration professional with 5+ years of experience in patient registration, care coordination, and patient access. Proficient in Epic and EMR systems, with a strong background in HIPAA regulations and patient confidentiality. Proven ability to work in fast-paced environments, manage multiple tasks, and provide exceptional customer service. Possesses a degree in Health Administration and is committed to delivering high-quality care to patients. Willing to relocate: Anywhere
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Centene
02.2025 - Current
- Resolving issues related to benefits, eligibility, and claims
- Providing information on IL Meridian health plans and programs.
- Handle appeals and grievances
- Educated clients on coverage options, enhancing their understanding of insurance products available.
- Utilized CRM software to track customer interactions, ensuring timely updates and service continuity.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Managed a high volume of inbound calls, maintaining professionalism and empathy in all interactions.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Checked documentation for accuracy and validity on updated systems.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Temp Travel Patient Registrar - CA
Aya Healthcare
11.2024 - 11.2024
- Answer telephone promptly and in a polite and professional manner;
- Obtain and enter accurate demographic information into eClinical Works;
- Schedule appointments properly and inform patient of items to bring to appointment;
- Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
- Act as a liaison for the patients of the clinic;
- Direct calls to other departments as necessary;
- Use sound judgment when handling calls, especially with irate patients;
- Understand when to escalate calls to medical personnel/physicians/managers;
- Positively contribute to staff morale and corporate culture;
- Ensure that work assignments and information gathered from day to day work is not shared with anyone and protects all patient and agency information. Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality;
- Ensure that our patients get the best possible care;
- Contact patients for required programs;
- Follow up with rescheduling missed appointments as assigned;
- Attend on-site/off-site community engagement activities and on-site/off-site clinic events as needed
Care Coordination Scheduler
Stroger Hospital County Care-Maxim Healthcare Staffing
10.2023 - 11.2024
- Receives calls and makes outbound phone calls to patients in need of CCH care coordination
- Assist, plan, and develop projects for general population health.
- Assist, manage, and develop projects in department
- To schedule home visits by a member of the community-based care coordination team.
- Acts as liaison between patient/member and the care coordinator.
- Responds to phone calls from those looking for CCH care coordination assistance.
- Screens patients to identify any additional needs and refers to the care coordinator.
- Consults CCH or CountyCare resources when necessary to address the needs identified by the patient.
- Effectively uses social services and managed care organization resources that are
- Uses the care management system efficiently to record the nature of the interactions with the member and the actions taken.
- Performs outreach to CountyCare members/CCH patients as requested.
- Helps and supports communication by using messaging function to obtain additional resources for the member from the care coordination team, medical home or other service providers.
Call Center- Patient Service Representative
Rush University Medical Center
06.2022 - 03.2023
- Collecting information such as patient details, medical history, billing, and insurance information, etc.
- Preparing patient admission and discharge documentation.
- Develop physical and psychological rehabilitation programs for head trauma patients.
- Assist uninsured and under-insured hospital patients in applying for government benefits including Medicaid and charity care programs.
- Give patients preparations, take insurance information, and enter all necessary and relevant information into the computer system.
- Schedule appointments -Answered phones -provide care and compassion for patients
- Handle payments and maintain a proper transaction report daily.
- Bill medical claims electronically, review all claims to insure proper coding of ICD-9 and CPT codes.
- Verging insurance
- Granting pre-authorizations for medical treatment, if covered.
- Advising members of outstanding co-payments.
- Planning, developing, and growing departments.
ER Behavior Health & Central Schedule PATIENT ACCESS SPECIALIST
NORTHWESTERN HOSPITAL
08.2020 - 10.2021
- Verifies insurance eligibility and benefit levels through online tools (NDAS, ASF, etc.) or over the phone as needed.
- Completes accurate handoff instructions and notes to scheduling staff, by noting appropriately in Epic.
- Efficient and effective in Epic
- Runs real time eligibility (RTE) on all patients to verify insurance and follows out of network policies as applicable.
- Maintain patient confidentiality per HIPAA regulations.
- Provides exceptional customer service to patients.
- Correctly identifies and collects patient demographic information in accordance with organization standards.
- Informs patients of any issues with securing the financial account for their encounter.
- Completes out-of-pocket estimations as requested by patients.
- Manages work schedule efficiently, completing tasks and assignments on time.
Education
Associate of Applied Science - Health Administration
Colorado Technical University-Online
Colorado Springs, CO03.2024
Skills
- EHR system
- Medicare
- Phone etiquette (8 years)
- Customer service (8 years)
- Microsoft Outlook
- Medical office management
- CPT Coding
- Medical terminology
- Multi-line phone systems
- Adobe Acrobat
- Ambulatory surgery center
- Documentation Review
- Avaya
- HIPAA
- Epic
- EMR Systems
- Microsoft Office (8 years)
- CRM software
- Word processing
- Microsoft Word
- Insurance Verification
- Triage
Timeline
Customer Service Representative
Centene
02.2025 - Current
Temp Travel Patient Registrar - CA
Aya Healthcare
11.2024 - 11.2024
Care Coordination Scheduler
Stroger Hospital County Care-Maxim Healthcare Staffing
10.2023 - 11.2024
Call Center- Patient Service Representative
Rush University Medical Center
06.2022 - 03.2023
ER Behavior Health & Central Schedule PATIENT ACCESS SPECIALIST
NORTHWESTERN HOSPITAL
08.2020 - 10.2021
Associate of Applied Science - Health Administration
Colorado Technical University-Online