LATOYA DEMMING

• Contacted insurance companies to obtain benefit information regarding polices and benefit payments and pharmacy related services, prior authorizations and appeals
• Managed 25 to 50 in-bound bound and outbound calls and assisted patients with enrollment process for manufacturer and nonprofit organization copay assistance programs
• Recorded comprehensive details of customer interactions, inquiries, complaints, and resolutions, enhancing customer service quality and efficiency
• Maintained strict professionalism in all communication methods provided efficient, courteous, and friendly service
• Served as an liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.

• Documented patient 06-24 patient's vital signs, intake, and output; communicated changes to RN
• Developed strong rapport with patients, establishing trust and fostering positive relationships conducive to healing.
• Demonstrated proficiency in de-escalation techniques and behavior assessment
• Performed scheduled patient safety checks and documented results to establish patients' well-being.
• Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
• Maintained detailed records of patient interactions, ensuring accurate documentation for future reference.

• Responded promptly to 30 incoming calls and faxes, documenting interactions systematically
• Conducted thorough insurance verifications and coordinated prior authorizations
• Processed complex patient applications, ensuring adherence to program guidelines
• Collaborated with distributors and manufacturers to request products and tracked shipments
• Provided exceptional customer service, addressing patient concerns promptly and professionally.
• Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.

• Increased overall accuracy of billing department's work through close collaboration with colleagues on complex cases requiring additional research or clarification on coverage specifics.
• Pre-verified insurance coverage for new patients.
• Worked with insurance companies, healthcare provider, and patient's to get a claim processed and paid.
• Handled approximately 30 incoming calls and messages, providing information and assistance as needed.
• Managed patient check-in process and updated electronic health records

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• Maintained accurate records and transmittal via mail, email, and fax
• Verified insurance payments and facilitated claims processing
• Ensured compliance with HIPAA regulations while managing sensitive patient information during verification process.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures.