LaDonna Probus
Saint Peters,MO
Summary
Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Experience Associate I
Magellan Healthcare
12.2019 - Current
- Received and processed referrals for members needing mental health resources, such as therapy, medication management or psychological testing.
- Explained to members the search process and answer any questions from the members.
- Managed referrals by calling and emailing providers to inquire about availability and connecting client and provider when provider has availability.
- Document all related communications with member and providers.
- Provided personalized assistance to customers, tailoring solutions to best meet their individual requirements.
- Delivered prompt service to prioritize customer needs.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Upheld confidentiality requirements and regulatory compliance guidelines.
Patient Care Coordinator I
Foundation Care Pharmacy
03.2018 - 12.2019
- Maintain patient census and reach out to patients prior to them needing their medication.
- Ascertain from the patient all of their supply needs and review medication inventory.
- Offer any additional support or assistance, such as consultations with pharmacists and classes
- Maintain statements and inform patients of co-pays and past due amounts.
- Process payments in the form of credit card transactions.
- Schedule delivery of medication after all patients needs are addressed.
- Document all related communications with pharmacy personnel, patients, physicians, nursing agencies and other related individuals.
- Assist and maintain all related pharmacy records (prescriptions logs, care plans, medication profiles, and any other related files) as determined by the pharmacist.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Upheld confidentiality requirements and regulatory compliance guidelines.
General Clerk II
Serco Group
10.2013 - 03.2018
- Processing of applications for the Affordable Health Care Act. Including approvals, expirations and special enrollment. Record and input information into internal database records.
- Verification of documentation of consumers for annual income, citizenship, immigration and other documents for application approval for the Affordable Health Care Act.
- Outbound calling including interacting with interpreters for other languages.
- Maintain confidential and sensitive information by following PII standards.
Education
High School Diploma -
Fort Zumwalt High School
O'Fallon, MO05.1981
Skills
- Written Communication
- Positive Attitude
- Multitasking
- Computer Literacy
- Conflict Resolution
- Active Listening
- Decision Making
- Attention to Detail
- Effective Communication
- Telephone Etiquette
- Regulatory Compliance
- Customer Service
- Call Documentation
- Translation and Interpretation Services
- Calm and Professional Under Pressure
- Data Entry
- Teamwork and Collaboration
- Customer Relations
- Customer Data Confidentiality
- Policies and Procedures Adherence
- Call Center Operations
- Complaint Investigation
Timeline
Customer Experience Associate I
Magellan Healthcare
12.2019 - Current
Patient Care Coordinator I
Foundation Care Pharmacy
03.2018 - 12.2019
General Clerk II
Serco Group
10.2013 - 03.2018
High School Diploma -
Fort Zumwalt High School