Nakeima Gatlin

Reviewing client applications to assess medical approval through a patient's insurance companies. Reaching out to insurance providers to obtain benefit information to offset the cost of medication the patient has applied for. Generating the Summary of benefits, which is faxed to the physician’s office and our case management team.

I have developed strategies to increase team productivity and improve customer service levels. Prepare my team for shift duties. Assign designated floors to each team member to pick up and deliver patient trays. Lead server line to prepare patient trays in order by ticket. I was signing off on special diets to confirm that the patient receives the correct food. Assisting my team with floor pick-ups and deliveries. Stocking beverages and snacks for the subsequent shift use.

Accepting incoming calls while multi-tasking accounts. Authenticate and verify the member to gain access to their account. I’d submit an escalation referral and lock the account if fraud was suspected. In May of 2022, I was promoted to Trainer. I’d train new hires to use our authentication systems and provide knowledge on properly assessing a member account. I would track the daily progression of what was covered in class and submit the report to my supervisor.

Managed and resolved incidents according to service agreements. Generated reports to track corrections applied to medicare applications on behalf of members and identified the needs of members promptly and efficiently. Set specific goals for projects to measure progress and evaluate results.