Makenzie Boremi
OCEANSIDE,CA
Summary
Customer-focused and detail-oriented professional with many years of experience in healthcare administration, patient advocacy, and team leadership. Skilled in delivering exceptional service, resolving complex patient and client concerns, and leading high-performing remote teams of professionals. Adept at maintaining HIPAA compliance, improving service workflows, and fostering positive patient and customer experiences. Strong interpersonal and communication skills with a commitment to compassionate support and operational efficiency.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Patient Advocate Department Assistant Manager
Anesthesia Dynamics
Remote
03.2026 - Current
- Led team initiatives to enhance operational efficiency and streamline processes.
- Developed training programs for staff, improving job performance and knowledge retention.
- Analyzed performance metrics to identify areas for improvement and implement strategic solutions.
- Collaborated with upper management to align departmental goals with organizational objectives.
- Facilitated regular team meetings to foster communication and address challenges proactively.
- Mentored junior staff, promoting a culture of continuous learning and professional development.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Patient Advocate Department Supervisor
Anesthesia Dynamics
03.2025 - Current
- Lead and supervise team of 11 fully remote employees, delegate tasks and hold each employee accountable for completing assignments within structured turn around time.
- Facilitate communication between patients, families and healthcare providers to support comprehension.
- Collaborate effectively with peripheral departments to coordinate resolutions within structured turn around times.
- Monitor performance metrics, including call quality, resolution times, and satisfaction rates.
- Organize patient records and database to facilitate information storage and retrieval.
- Train new staff on filing, phone etiquette, RCM, EMR, & payment platforms, communication strategies, and compliance with regard to HIPAA regulations.
- Develop and refine patient communication scripts and escalation procedures.
- Serve as point of contact for complex billing, insurance, and care coordination issues presented by the patient and/or the client.
- Analyze call center trends & review with management to identify training gaps and improve workflows.
- Co-Host regular team meetings and coaching sessions with the department manager, to support professional development.
- Ensure empathetic and professional communication in all patient & client interactions.
- Assist department manager in addressing client and patient complaints through timely response, corrective action, and appropriate referrals.
- Coach employees and assist in training on methods for handling various aspects of collection, complicated billing issues, and difficult customers.
Patient Advocate LVL I
Anesthesia Dynamics
10.2023 - 03.2025
- Handled large volume of inbound and outbound calls related to anesthesia billing and patient support.
- Proactively assessed and resolved account discrepancies before patients raised concerns and reported them to management.
- Drafted clear and concise emails to summarize and escalate patient issues internally.
- Collaborated with internal departments to advocate for timely issue resolution.
- Managed patient callback assignments and ensured equitable workload distribution.
- Entered client details and notes into system for interdepartmental access and review.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Analyzed customer financial records to determine appropriate payment plan.
- Maintained accurate records of customer accounts, payments and payment plans.
- Responded to customer inquiries and provided detailed account information.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Monitored flags and resolved urgent items with accuracy and efficiency.
- Responded to patient, family, and external payer inquiries.
- Contacted patients after insurance was calculated to obtain payments.
- Maintained detailed logs of patient pre-payments, action steps, and ticket status.
- Prioritized cases based on urgency, maintaining turnaround expectations of 24–48 hours.
- Demonstrated empathy and professionalism while guiding patients through complex insurance topics.
- Conducted quality assurance checks on call summaries and issue logs.
Patient Account Representative LVL II
Cleveland Clinic
Cleveland, OH
06.2022 - 05.2023
- Reviewed insurance claims, verifications, and reconciliations for government and commercial payers.
- Reviewed and interpreted Explanation of Benefits (EOBs) to resolve account discrepancy.
- Investigated and resolved insurance denials through assessment of EOB coding and ledger audit.
- Maintained accuracy rate above 97% on claim review and account updates.
- Provided comprehensive daily reports of work queues to supervisors with findings and recommendations.
- Assisted with training materials and best practice guidelines.
- Facilitated cross-department communication to clarify diagnoses, charges, or documentation issues.
- Led team huddles to enhance collaboration and address workflow bottlenecks.
- Managed sensitive information with discretion and ensured HIPAA compliance.
Patient Coordinator & Assistant
Global Chiropractic
Tempe, AZ
07.2019 - 02.2023
- Managed patient intake, appointment scheduling, and front desk operations both onsite and remotely.
- Worked collaboratively with physicians and vendors to coordinate patient care.
- Maintained an on-call support schedule outside of published business hours to ensure patient satisfaction and timely task management.
- Performed insurance benefit verifications and obtained prior authorizations for treatment and equipment.
- Processed billing appeals and coordinated with insurance providers for claim clarification.
- Oversaw personal injury case workflows, including documentation and treatment planning.
- Maintained accurate and timely records in patient charts and digital systems.
- Educated patients on treatment plans, insurance benefits, and office procedures.
- Handled confidential medical records requests and documentation with full HIPAA compliance.
- Initiated preliminary exams and screenings under provider supervision.
- Built long-term relationships with patients through excellent service and follow-through.
Education
Bachelor of Business - Business Communication & Management
Mesa Community College
Mesa, AZSkills
- Customer service
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Staff training and development
Certification
- HIPAA Certification, Anesthesia Dynamics - 2022
Timeline
Patient Advocate Department Assistant Manager
Anesthesia Dynamics
03.2026 - Current
Patient Advocate Department Supervisor
Anesthesia Dynamics
03.2025 - Current
Patient Advocate LVL I
Anesthesia Dynamics
10.2023 - 03.2025
Patient Account Representative LVL II
Cleveland Clinic
06.2022 - 05.2023
Patient Coordinator & Assistant
Global Chiropractic
07.2019 - 02.2023
Bachelor of Business - Business Communication & Management
Mesa Community College