Solangelo Dudley
Wirtz,VA
Summary
Dynamic and results-oriented professional with extensive experience in healthcare customer service and administrative roles, notably with Anthem. Excelled in eligibility determination and proactive problem-solving, enhancing patient satisfaction and streamlining claim processes. Skilled in Microsoft Office and adept at verbal communication, consistently achieving high performance in fast-paced environments.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
8
8
years of professional experience
Work History
Patient Advocate
Carilion/Ensemble
09.2023 - Current
- Entered details into computer systems and managed database of information.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Worked effectively with staff from all departments to coordinate resolutions.
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
Patient Access Representative
First Source
03.2023 - 09.2023
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Delivered support to medical staff in completion of patient paperwork.
- Engaged with patients to provide critical information.
- Verified patient insurance eligibility and entered patient information into system.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Intake Coordinator
Medi Home Care
08.2022 - 03.2023
- Completed intake assessment forms and filed clients' charts.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Supported office staff and operational requirements with administrative tasks.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Answered phone calls and provided new clients with required paperwork to initiate service.
Claim Representative
Anthem
11.2021 - 08.2022
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Collaborated with internal departments and external vendors to resolve claims.
- Developed in-depth understanding of insurance policies and procedures.
- Maintained confidentiality of patient finances, records, and health statuses.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Verified client information by analyzing existing evidence on file.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Customer Support Specialist
CCS Medical
11.2019 - 10.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume call setting, prioritizing tasks to keep up with challenging deadlines.
- Assisted in development of system security protocols.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Assist with filling diabetic supply orders
- Locate products for timely delivery to clients
Customer Service Representative
Young Williams
06.2017 - 11.2019
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Conducted child support case calls via computer and phone
- Work with case workers to assist with claims
- Verify claimant information for court systems
- Provide information related to collections as needed
Registration Representative
Danville Regional Medical Center
05.2017 - 06.2017
- Provided thorough information about admissions policies, financial requirements, and check-in procedures.
- Determined appropriate appointment type and scheduled each in system.
- Collected demographic and insurance information from patients.
- Organized, checked and submitted all related paperwork.
- Verified insurance benefits and obtained pre-authorizations before any medical procedures were performed.
- Operated standard office software applications to compile data and prepare information and correspondence.
- Processed medical records requests, assuring release only to appropriate parties proper authorization.
- Assisted in processing patient payments via cash, checks and credit cards.
- Used Medi-tech software to record and organize patient insurance and medical information.
Education
Certificate - Health And Wellness
Skills
- Proactive problem-solving
- Eligibility determination
- Caseload management
- Medicaid
- Proficient in Microsoft
- Patient advising
- Policy research
- Hospital patient screening
- Activity monitoring
- Referrals processing
- Organized nature
- Patient rights
- Application support
- Legal compliance
- Verbal and written communication
Timeline
Patient Advocate - Carilion/Ensemble
09.2023 - Current
Patient Access Representative - First Source
03.2023 - 09.2023
Intake Coordinator - Medi Home Care
08.2022 - 03.2023
Claim Representative - Anthem
11.2021 - 08.2022
Customer Support Specialist - CCS Medical
11.2019 - 10.2021
Customer Service Representative - Young Williams
06.2017 - 11.2019
Registration Representative - Danville Regional Medical Center
05.2017 - 06.2017
Patrick Henry Community College - Certificate , Health And Wellness