Michelle Chatman
Apopka,FL
Summary
Cordial Patient Access Specialist with demonstrated customer service skills in all interactions, with both external and internal customers. Social and communicative with high regard for sensitive and confidential information. Clear understanding of HIPAA rules and insurance protocols.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Patient Access Specialist
AssistRx
04.2019 - Current
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Dealt with escalated cases and responding directly to the client through email
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
Copay Specialist
ACS Specialty Pharmacy
09.2018 - 03.2019
- Inbound and Outbound -Calling patients to help obtain financial assistance for their specialty medication
- Refill Technician- Received inbound calls from patient's calling to refill their medication as well as making outbound calls to refill patient's medication
- Contact various insurances companies finding out the patient low income copay amount also trying to obtain prior authorization from the HCP
Quality Analyst
Aetna Specialty Pharmacy
01.2005 - 04.2010
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Patient Care Coordinator
CuraScript Pharmacy
02.2003 - 12.2005
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Setup orders for patients new to our pharmacy explaining benefits including deductibles and co-insurance
- Obtain Prior Authorization for medications that require approval to receive
Education
High School Diploma -
Edgewater High School
Orlando, FL05.1998
Skills
- Medical Terminology
- Appointment Scheduling
- Hippa Compliance
- Insurance Verification
- Customer Service
- Problem-Solving
- Phone and Email Etiquette
- Multitasking and Organization
- Work Quality Evaluation
- 50 WPM Typing Speed
Certification
- Certified Prior Authorization Specialist , AssistRx - 1yr
Timeline
Patient Access Specialist
AssistRx
04.2019 - Current
Copay Specialist
ACS Specialty Pharmacy
09.2018 - 03.2019
Quality Analyst
Aetna Specialty Pharmacy
01.2005 - 04.2010
Patient Care Coordinator
CuraScript Pharmacy
02.2003 - 12.2005
High School Diploma -
Edgewater High School