Keoshia Roberts

• Schedule patient appointments and coordinate patient access services in a fast-paced healthcare environment.
• Collect and verify patient demographic, insurance, and financial information while maintaining HIPAA compliance.
• Complete patient registration, intake documentation, and referral processing with a high degree of accuracy.
• Verify insurance eligibility and benefits to ensure proper authorization and billing requirements are met.
• Manage high-volume inbound and outbound calls while providing professional and compassionate customer service.
• Review and process patient documentation for completeness and billing accuracy.
• Maintain electronic medical records using Epic and other healthcare systems.
• Resolve patient concerns and collaborate with providers, clinical staff, and insurance companies to ensure seamless patient care.
• Perform data entry, appointment management, and account maintenance while meeting productivity and quality standards.
• Conducted training sessions for new employees to ensure effective onboarding and acclimation to company policies.

• Processed loan applications efficiently using proprietary software systems.
• Reviewed financial documents for accuracy and completeness during application assessment.
• Coordinated with clients to gather necessary information for loan processing.

• Responsible for preparing application package to be sent to the member within regulatory required time frames. When responsible, submitting all or a portion of packages to underwriting

prior to delivery with ongoing improvement in underwriting submissions.

• Orders and tracks all required documentation to assure processing timeframes are being met and updates system, calendars, and front of loan file with status.

• Works with the customer, client and closing agent to resolve questions and/or problems immediately upon inquiry or receipt of documentation from the customer.

• Provides excellent customer service to internal and external clients. Ensures customer service surveys are maintained to client's minimum score.

• Submits fully processed files through automated underwriting system and submits to underwriting department for decision if required. Resolves issues and shows ongoing improvement in reducing issues identified by Underwriter.

• Handled customer inquiries through phone and email efficiently.
• Resolved technical issues for clients using company software tools.
• Documented customer interactions in CRM for accurate record-keeping.
• Participated in team meetings to discuss process improvements regularly.
• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

• Managed high volume of incoming and outbound calls while completing primary tasks

• Conducted administrative intake and scripted clinical intake of calls for clinical review

• Assisted physicians, patients, and radiology facilities with authorization and scheduling

• Delivered quality customer service through effective communication with providers and administrative staff

• Provided technical support and customer service to enhance representation of medical office