Khadijah McCain
Loves Park,Illinois
Summary
Results-driven and highly skilled Remote Patient Service Representative with over 6 years of experience in customer service and healthcare administration. Adept at managing patient inquiries via multichannel communication (phone, email, chat), ensuring customer satisfaction, and maintaining HIPAA compliance. Proven ability to validate patient data, process payments, and support provider reimbursement processes. Strong multitasking and organizational skills, with a focus on driving operational efficiency and high-quality patient care. Collaborative team player with a track record of successful customer retention and problem resolution in high-pressure environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Validation Representative
EnableComp
Franklin, Tennessee
08.2022 - 03.2024
- Delivered exceptional customer service and effectively resolved client inquiries, improving customer retention and satisfaction.
- Validated patient information and accurately entered data across multiple systems to ensure smooth workflow and operational continuity.
- Managed inbound and outbound calls to confirm and update client and provider information, achieving a high first-call resolution rate.
- Posted insurance payments to patient accounts, ensuring prompt reimbursement and improving provider payment turnaround.
- Responded to inquiries via email, telephone, and other communication channels, optimizing response time and accuracy.
Patient Service Representative
Mercy Health
Rockford, Illinois
03.2018 - 02.2020
- Managed high-volume inbound calls and provided exceptional telephone reception, improving overall patient satisfaction and experience.
- Registered and scheduled patient appointments with attention to detail, ensuring accurate data entry and minimizing scheduling errors.
- Verified patient insurance and demographics to ensure accurate billing and claims submission, contributing to a reduction in claim denials.
- Promoted a positive patient experience by providing courteous service, clear instructions, and timely responses to patient inquiries.
- Collaborated with cross-functional teams to coordinate health fairs and improve community outreach and patient engagement.
- Ensured strict adherence to HIPAA guidelines for the protection of confidential patient data.
Patient Service Representative
Crusader Clinic
Rockford, Illinois
04.2011 - 02.2018
- Performed accurate patient registration, appointment scheduling, and insurance verification, contributing to streamlined front-office operations.
- Effectively managed patient inquiries, providing information on clinic services, directions, and appointment procedures to improve patient experience.
- Demonstrated exceptional attention to detail by verifying and updating patient, insurance, and physician data to support accurate billing.
- Trained and mentored new team members on office procedures, ensuring consistency and efficiency in patient service.
- Coordinated internal events such as health fairs and company celebrations, enhancing community outreach and employee engagement.
Education
Bachelor of Science (B.S.) - Healthcare Administration
University of Phoenix
Phoenix, AZ07.2020
Associate of Arts (A.A.) - Business
University of Phoenix
Phoenix, AZ06.2018
Skills
- Customer Support
- Customer Relations
- Patient Data Validation
- Information Entry
- Payment Processing
- Insurance Reconciliation
- Multichannel Communication
- HIPAA Compliance
- Confidentiality
- Operational Efficiency
- Process Improvement
- Cross-functional Collaboration
- Team Leadership
- Training
- Attention to Detail
- Data Accuracy
- Appointment Scheduling
- Patient Registration
- Healthcare Administration
- Billing
- Conflict Resolution
- Problem Solving
- Sales Support
- Service Upsell
Certification
- HIPAA Compliance Training
- Customer Service Excellence Training
- Data Privacy and Confidentiality Best Practices
Timeline
Validation Representative
EnableComp
08.2022 - 03.2024
Patient Service Representative
Mercy Health
03.2018 - 02.2020
Patient Service Representative
Crusader Clinic
04.2011 - 02.2018
Bachelor of Science (B.S.) - Healthcare Administration
University of Phoenix
Associate of Arts (A.A.) - Business
University of Phoenix
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