Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keonia Clark

Atlanta,GA

Summary

Proven Customer Service Represenative with a track record of securing authorizations and enhancing patient satisfaction, demonstrated during tenure at RemX, McKesson Specialty. Skilled in medical terminology and effective communication, achieving a high success rate in authorization approvals. Excelled in negotiating contracts at Rollins Inc, showcasing exceptional customer service and problem-solving abilities.

Overview

9
9
years of professional experience

Work History

Prior Authorization Specialist

RemX, McKesson Specialty
11.2024 - 01.2025
  • Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
  • Verified eligibility and compliance with authorization requirements for service providers.
  • Reached out to insurance carriers to obtain prior authorization for testing and procedures.
  • Achieved high success rate in obtaining authorizations by effectively demonstrating medical necessity through comprehensive documentation and clear communication with insurance companies.
  • Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
  • Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.

National Accounts Associate

Rollins Inc
06.2022 - 10.2024
  • Facilitated smooth communication between clients and internal departments, resolving any issues that arose promptly and professionally.
  • Successfully negotiated contract renewals with existing clients, securing ongoing business partnerships and revenue streams.
  • Maintained detailed records of all account interactions using CRM software, ensuring accurate reporting of successes and areas requiring improvement.
  • Strengthened relationships with key clients by providing exceptional customer service and addressing their needs in a timely manner.
  • Managed a portfolio of national accounts, ensuring all contractual requirements were met and maintaining strong business relationships.
  • Collaborated with internal teams to develop customized solutions for each national account, leading to increased customer satisfaction.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

Customer Service Representative

Chime Solutions
10.2018 - 06.2022
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
  • Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Scheduling Specialist

Telemed
04.2016 - 11.2018
  • Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
  • Coordinated schedules for multiple departments, ensuring optimal productivity and resource utilization.
  • Collaborated with other departments to coordinate multi-disciplinary appointments seamlessly, enhancing overall client experience at the facility.
  • Analyzed scheduling patterns to identify trends and areas for improvement in the appointment booking process.
  • Managed high-volume call periods effectively, maintaining professional demeanor while addressing client needs promptly.
  • Assisted in training new staff on company-specific scheduling software and procedures, enhancing team capabilities.
  • Maintained updated records of client contact information, streamlining communication efforts for future appointments.
  • Reduced appointment no-shows by proactively contacting clients to confirm attendance or reschedule as needed.
  • Prioritized urgent appointments, ensuring timely access to care for clients with critical needs.

Education

High School Diploma -

C.L.Harper High
Atlanta, GA

Skills

  • Prior authorization process
  • Medical terminology
  • Authorizations
  • Effective communication skills
  • Data entry
  • Medical terminology knowledge
  • Medical office procedures
  • Patient scheduling
  • Proficiency in Epic, Practice Fusion CRM and primed

Timeline

Prior Authorization Specialist

RemX, McKesson Specialty
11.2024 - 01.2025

National Accounts Associate

Rollins Inc
06.2022 - 10.2024

Customer Service Representative

Chime Solutions
10.2018 - 06.2022

Scheduling Specialist

Telemed
04.2016 - 11.2018

High School Diploma -

C.L.Harper High

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Keonia Clark