LATOYA WALIYANI
Customer Service Representative
Laveen,AZ
Summary
Dependable Patient Access Service Rep serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease everyday stressors and de-escalate potential conflicts.
Overview
14
14
years of professional experience
Work History
Patient Access Service Representative
Banner University Medical Center
Phoenix, AZ
11.2021 - Current
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Customer Service Representative
HP Enterprise Services
TUCKER, GA
06.2015 - 08.2020
- Handle inbound and outbound calls for members applying telephonically for Medicaid in the state of Georgia.
- Assists callers in fast paced call center environment applying basic knowledge of medical inquiries relative to Medicaid.
- Work directly with Department of Family and Children Service (DFCS), Department of Community Health (DCH), Peach Care for Kids and Social Security Administration (SSI) with inputting eligible members information in Medicaid system (Gammis).
- Provided primary customer support to internal and
external customers.
Customer Service Representative
Altegra Health
Alpharetta, GA
05.2013 - 05.2015
- Responsible for processing all release of information specifically medical records request in timely and efficient matter ensuring accuracy and providing Customers with highest quality, products and service.
- Safeguard and protect patient's medical information and that all releases of information are in compliance with company request, authorization, company policy and HIPPA Regulations.
- Act as Lead Customer Service Representative by training new employees, monitoring calls answered and handling customer's disputes.
- Provided primary customer support to internal and external customers
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
Customer Service Representative
PC GROUP
DULUTH, GA
04.2008 - 03.2014
- Perform basic office duties, such as copying, filing, faxing, typing standard documents, preparing, sorting, and distributing mail and entering data
- Provide customer support by answering phones, assisting walk-in customers, and researching and/or providing information to public.
- Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. • Provided quotes and executed online policy changes for auto, home and excess liability.
- Received insurance payments from customers, enter in PC Group's database and filed for officers to review and post.
- Regularly exceeded daily sales and product add-on quotas.
Education
CERTIFIED - Dental Assisting
ATLANTA CAREER TRAINING CENTER
Atlanta, GA03.2007
High School Diploma -
CUSTER HIGH SCHOOL
MILWAUKEE05.1997
Skills
- Medical Terminology
- Diagnostic Codes
- Patient Education
- Post-Discharge Care Coordination
- Creative problem solving
- Benefits Verifications
- HIPAA Regulations
- Verifying Eligibility
- Insurance Form Processing
- Patient Health Information Access
Timeline
Patient Access Service Representative
Banner University Medical Center
11.2021 - Current
Customer Service Representative
HP Enterprise Services
06.2015 - 08.2020
Customer Service Representative
Altegra Health
05.2013 - 05.2015
Customer Service Representative
PC GROUP
04.2008 - 03.2014
CERTIFIED - Dental Assisting
ATLANTA CAREER TRAINING CENTER
High School Diploma -
CUSTER HIGH SCHOOL
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