Lauren Cheatham
Southfield,MI
Summary
Financial Assistance Representative with 5+ years of experience excelling in fast-paced, high- volume environments. Skilled at efficiently resolving member inquiries, training new team members, and maintaining accuracy while delivering exceptional service. Seeking to bring leadership, problem-solving, and team management skills to enhance team performance and operational efficiency.
Overview
15
15
years of professional experience
Work History
Financial Assistance Representative II
Trinity Health
04.2022 - Current
- Accurately document and process financial assistance applications in compliance with organizational policies and federal/state regulations
- Assisted with the development and implementation of HCAP policy to standardize financial assistance processing for staff
- Supports team in managing high call volumes, ensuring efficient operations and minimal wait times
- Serve as a Subject Matter Expert (SME), providing guidance, expertise, and support to enhance team performance and operational outcomes
- Collaborated with leadership during interviews. providing insight and support in candidate evaluation and selection
- Led structured training sessions for 8+ new hires, providing knowledge on company policies, procedures, and best practices.
- Provide ongoing training and coaching to current team members to enhance performance and skills
- Assist with comprehensive review of Fiscal Year End audit reports to ensure accuracy and compliance with organizational policies
Customer Service Representative I
Trinity Health
03.2021 - 04.2022
- Managed multiple communication channels, including phone, email, and chat support.
- Resolved escalated calls through effective communication and conflict resolution, improving customer experience
- Assisted members with creating payment arrangements in alignment with company policy
- Added insurance details to accounts and submitted claims for billing
- Communicated with collections partners to resolve discrepancies and return accounts to active status
- Assisted members with billing and account updates
- Documented and maintained member accounts in Epic, ensuring accurate records and compliance
Medical Billing and Follow - Up Trainee
Trinity Health
12.2019 - 03.2021
- Educated and assisted members in understanding Explanation of Benefits (EOB), ensuring clarity on coverage and financial obligation
- Processed insurance details, confirmed eligibility, and submitted billing
- Performed PARO eligibility screenings to validate charity adjustment
- Processed credit card payments accurately through U.S. Bank banking system while maintaining company policies
- Collaborated with leadership on the completion of self pay and bad debt reports
- Approve and process adjustments as authorized by facility
Billing/Modifier
Medstar Ambulance
08.2018 - 11.2019
- Processed and validated insurance date, accurately submitting medical and auto claims
- Processed credit card payments and set up payment plans to facilitate account management
- Guided patients through insurance benefits, including copay and deductible obligations
- Facilitated communication between customers and adjusters, ensuring accurate and timely claim outcomes
Registration Specialist
Parastar
02.2011 - 08.2018
- Managed patient registration process, ensuring accuracy and compliance with healthcare regulations.
- Ensured all required documents were signed by the patient as well Emergency Medical Technician per company guideline
- Gathered admission and medical details from various healthcare facilities and insurance companies
- Collected, validated, and documented member demographic and medical insurance information
Education
Associate - General Studies
Wayne County Community College
Detroit, MI06-2012
Skills
- Team Leadership & Training
- Conflict Resolution & De-escalation
- Customer Service & Client Relations
- Call Center Operations
Timeline
Financial Assistance Representative II
Trinity Health
04.2022 - Current
Customer Service Representative I
Trinity Health
03.2021 - 04.2022
Medical Billing and Follow - Up Trainee
Trinity Health
12.2019 - 03.2021
Billing/Modifier
Medstar Ambulance
08.2018 - 11.2019
Registration Specialist
Parastar
02.2011 - 08.2018
Associate - General Studies
Wayne County Community College