NAHEEDA DUGAWALA
Massillon,OH
Summary
Dynamic Operations Manager with over 4 years of experience in financial services and client operations, specializing in talent development and diversity leadership. Proven track record in driving process improvements, enhancing team performance, and fostering an inclusive culture. Currently transitioning into Human Resources to leverage leadership skills in diversity management and employee development. Detail-oriented Patient Access Representative with extensive medical services background and a strong work ethic. Successfully managed patient-related accounts receivables at a large medical facility, achieving a high repayment rate of [Number]%.Exceptional communication skills and empathetic nature enabled the achievement of positive outcomes. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring [Number] years of relevant work experience to your team.
Overview
9
9
years of professional experience
Work History
Patient Access Representative
Vitreo Retinal Consultants
03.2024 - Current
- Answer incoming calls, address patient inquiries, schedule appointments, and provide information regarding services or medical providers
- Communicate effectively with patients to resolve issues, including rescheduling appointments or addressing concerns
- Collect and verify patient information, ensuring the accuracy of medical records
- Schedule, reschedule, and cancel patient appointments through the healthcare system or practice management software
- Coordinate with multiple providers to ensure appointment availability meets patient needs
- Confirm and remind patients of upcoming appointments via phone calls, texts, or emails
- Register patients upon arrival, confirming personal, medical, and insurance information
- Prepare and maintain accurate and complete patient records in electronic health records (EHR) systems
- Ensure all necessary forms, such as consent or insurance documentation, are completed by patients
- Collect copayments and process payments for services provided
- Address billing inquiries, discrepancies, or payment plan arrangements
- Maintain up-to-date knowledge of the billing process and procedures.
Patient Access Manager
Cleveland Clinic
01.2023 - 03.2024
- Management of Scheduling, Registration, Verification Processes through the delivery of high-value patient scheduling, registration, Insurance verifications and communication processes for day-to-day operations for assigned areas of responsibility.
HR Operations: Area Manager I
Amazon.com, Inc.
04.2021 - 12.2022
- Managed and developed 60+ associates within the Fulfillment Center, focusing on safety, quality control, and productivity, achieving a 5% month-over-month improvement in chute/pack rates
- Drove a 45% increase in Decant CPH, reducing Out of Window Accuracy by 1.3%
- Implemented the 'Quality Ninjas' initiative, realizing substantial cost savings through reduced defects.
Senior Agency Liaison, Specialist
Synchrony
07.2019 - 01.2021
- Partnered with internal leadership and 3rd
- Party suppliers to manage $300 Million in inventory, ensuring compliance, legal, and business requirements are met
- Lead multiple initiatives to support proactive organizational growth by analyzing and documenting performance trends
- Managed approximately 800 monthly workflows using the systems RMS_NG, Fast Data, Genesis, and Edison to support organizational growth efforts
- Developed workflow process to outline a beginning-to-end process for consumer banking operations; leveraged partnerships with process owners to identify process gaps and enhancement opportunities
- Developed and mentored associates to drive employee morale and productivity while ensuring team member deliverables aligned with client objectives, brand, and identities.
Fraud Support Specialist Supervisor
Synchrony
07.2017 - 07.2019
- Resolved approximately 200 escalated customer & client calls per month
- Reviewed accounts, answered questions, and ensured compliance for all fraud associates in various roles, including Universal, Escalated Help Desk, Outbound Acquisitions, and Fraud Investigations
- Cultivated a positive working environment through meaningful coaching sessions and new recognition programs that highlight an individual's exceptional work performance or how they support the values of the business
- Created a monthly presentation and report for Operations Manager and Functional Managers to highlight KPI targets.
Fraud Support Specialist Supervisor (Rotation)
Synchrony
04.2017 - 07.2017
- Reviewed accounts, answered questions, and ensured compliance for all fraud associates in various roles, including Universal, Escalated Help Desk, and Outbound Acquisitions
- Monitored real-time data regarding Service Level targets to ensure exceptional customer experience
- Assisted and coached agents to effectively upskill employees struggling with performance metrics
- Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.
Fraud Inbound Senior Representative
Synchrony
11.2015 - 07.2017
- Resolved approximately 1200 customer calls monthly by gathering information to find resolutions while processing fraud claims
- Maintained a comprehensive knowledge of fraud procedures such as lost/stolen, detections, applications, and actual name fraud (TNF)
- Created a great customer experience that identifies and prevents potential fraud losses
- Maintained professionalism and maintained excellent verbal and non-verbal communication standards
- Maintained a strong knowledge of all Synchrony clients and Fraud Operations systems
- Performed side-by-side job shadows with employees to effectively upskill employees struggling with performance metrics.
Education
Master of Science in Leadership & Human Resources Development -
Louisiana State University
12.2023
Bachelor of Arts in Corporate Communications & Organizational Leadership -
Walsh University
12.2020
Skills
- Diversity & Inclusion Management
- Leadership Development
- Talent Recruiting & Development
- Project Management
- Process Improvement
- Risk Management
- Policy, Procedure, & Plan Management
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Communication & Public Speaking
- Team Building
- HIPAA Compliance
Timeline
Patient Access Representative
Vitreo Retinal Consultants
03.2024 - Current
Patient Access Manager
Cleveland Clinic
01.2023 - 03.2024
HR Operations: Area Manager I
Amazon.com, Inc.
04.2021 - 12.2022
Senior Agency Liaison, Specialist
Synchrony
07.2019 - 01.2021
Fraud Support Specialist Supervisor
Synchrony
07.2017 - 07.2019
Fraud Support Specialist Supervisor (Rotation)
Synchrony
04.2017 - 07.2017
Fraud Inbound Senior Representative
Synchrony
11.2015 - 07.2017
Bachelor of Arts in Corporate Communications & Organizational Leadership -
Walsh University
Master of Science in Leadership & Human Resources Development -
Louisiana State University
Languages
Swahili
Native or Bilingual
Similar Profiles
Kiara BarcliftKiara Barclift
Ophthalmic Technician at Vitreo-retinal ConsultantsOphthalmic Technician at Vitreo-retinal Consultants
Sheryl Brooke CubraSheryl Brooke Cubra
Authorization Specialist at Vitreo Retinal ConsultantsAuthorization Specialist at Vitreo Retinal Consultants
Gerard Phillip Navarro GuevarraGerard Phillip Navarro Guevarra
Technician/Photographer at Vitreo-retinal Consultants of New YorkTechnician/Photographer at Vitreo-retinal Consultants of New York
Kennedy ScaliaKennedy Scalia
Theater Crew Member at CinemarkTheater Crew Member at Cinemark
Dawn FishelDawn Fishel
Supervisor of Patient Services at Alliance HealthCare Services/AkuminSupervisor of Patient Services at Alliance HealthCare Services/Akumin