Summary
Overview
Work History
Education
Skills
Awards
Certification
Accomplishments
References
Timeline
Generic

Mahogany Drummond

Cincinnati,Ohio

Summary

Dynamic Senior Medical/Care Facilitator with a proven track record at Dedicated Senior Medical, excelling in patient advocacy and appointment scheduling. Skilled in Epic software and effective communication, I enhance patient experiences while ensuring HIPAA compliance and resolving conflicts efficiently. Committed to delivering exceptional care in fast-paced environments.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Medical/ Care Facilitator

Dedicated Senior Medical/ Care Facilitator
Cincinnati, USA
02.2023 - 07.2024
  • Serves as a patient advocate with checking patients in and out of the clinic daily and providing administrative support to physicians.
  • Performing scheduling duties, handles upcoming appointment, cancellations and referrals
  • Direct communication with physicians regarding patient care
  • Utilizing medical software systems for all patient needs.
  • Practicing HIPAA regulations

Customer Service Representative

Anthem BCBS
Cincinnati, USA
04.2018 - 01.2023
  • Verifying health coverage, obtaining authorization and handling referrals
  • Adhering strict performance guidelines, helping members schedule doctors appointments, assisting with transportation and billing.
  • Proficient in medical systems: Workforce, Pulse, Switchboard, Ingenio RX, Compass, Marx, Medicare/Medicaid eligibility

Customer Service Representative

Luxottica Retail
Cincinnati, USA
06.2016 - 04.2018
  • Call center representative, taking in and outbound calls for the largest eyewear company in the US.
  • Sales
  • Problem resolution for customers.
  • Troubleshooting to assist customers with confidence during heavy call volume.

Education

Business Administration - Business Administration, Mass Communications

Wright State University
Dayton, OH
05.2017

Skills

  • Patient advocacy
  • Proficient in Windows
  • Familiar with Google Smartsheet
  • Adaptability
  • Effective communication
  • Analytical skills
  • Problem-solving ability
  • Excellent verbal and written communication
  • Flexible in a fast-paced environment
  • Epic software knowledge
  • Appointment scheduling
  • Medical software
  • HIPAA compliance
  • Health coverage verification
  • Problem resolution
  • Time management
  • Conflict resolution
  • Medical terminology
  • Risk management assessment
  • Appointment confirmation
  • Patient intake
  • Health Insurance Policies
  • Billing procedures
  • Patient confidentiality and data security
  • Crisis prevention intervention (CPI)
  • Geriatric care
  • Stress management

Awards

  • Awarded Top Sales Performer
  • Recognized for the Highest Sales Quota
  • Earned Most Improved Customer Service

Certification

  • Certified Phlebotomist 2025

Accomplishments

  • Anthem-Most Improved Customer Service- 2020

References

References available upon request.

Timeline

Senior Medical/ Care Facilitator

Dedicated Senior Medical/ Care Facilitator
02.2023 - 07.2024

Customer Service Representative

Anthem BCBS
04.2018 - 01.2023

Customer Service Representative

Luxottica Retail
06.2016 - 04.2018

Business Administration - Business Administration, Mass Communications

Wright State University

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Mahogany Drummond