Hi, I’m
Liliana Babb
Tucson,AZ
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
years of professional experience
1
Language
Work History
Krogers Grocery Store
Customer Service Advocate
09.2023 - Current
Job overview
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
OptumRx Mailing Pharmacy
Service Care Advocate
11.2018 - 08.2022
Job overview
- Enhanced patient care by implementing personalized treatment plans and monitoring progress.
- Improved patient satisfaction with tailored support and resources based on individual needs.
- Streamlined communication between patients, families, and healthcare providers, ensuring timely updates and accurate information sharing.
- Educated patients about available resources, enabling informed decision-making regarding their care options.
- Conducted thorough assessments of patients'' needs, creating customized care plans to address specific concerns effectively.
- Contacted third-party payors to obtain and confirm authorization for services and communicated necessary related clinical information.
- Entered timely and accurate data into electronic medical records to communicate member needs.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Providing excellent customer service by promptly answering patient inquiries.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, mailing medication in a prompting manner time and filed prescriptions information
- Followed document protocols to safeguard confidentiality of patient records.
Education
Brown Mackie College TucsonTucson, AZ
Associates Degree from Health Administration
08.2016
Texas Education AgencyPlano, TX
GED
12.2003
Skills
- Report Generation
- Account Management
- Document Control
- Self-awareness
- Professional boundaries
- HIPAA Compliance
- Customer Service
- Insurance Verification
- Multitasking and Organization
- Problem-Solving
- Medical Terminology
Certification
Certified Caregiver at the Supervisory Care Level
Certified Caregiver at the Direct Care Level
Certified Caregiver a the Personal Care Level
Fingerprints clearance Card
Timeline
Customer Service Advocate
Krogers Grocery Store
09.2023 - Current
Service Care Advocate
OptumRx Mailing Pharmacy
11.2018 - 08.2022
Brown Mackie College Tucson
Associates Degree from Health Administration
Texas Education Agency
GED