NOREEKA HAMPTON
Lakeland
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
10
10
years of professional experience
Work History
Grievance Analyst Temporary/Remote
Convey Health Solutions
10.2023 - 03.2024
- Research, investigate and resolve grievances for all products in accordance with regulatory requirements/company policies
- Ability to translate complex information into a simple message on assigned grievance cases including written and verbal communication to the appropriate individuals including the member, clients, and internal department(s)
- Analyzes and renders determinations on assigned grievances and completion of the respective written communication documents to support the determination
- Escalate transactions that are not correctable to a Team Leaders
- Prepare other reports as requested by management.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
Customer Service Rep Temporary/Remote
McKesson Pharmaceuticals
04.2023 - 09.2023
- Accept inbound calls and handle customer requests
- Meet all departmental goals including schedule adherence, average handle time, attendance, and quality monitoring
- Communicate effectively with Internal and External customers
- Troubleshoot customer issues, which may involve research, knowledge of products or services, or procedures or regulations in order or resolve the problem
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Document issue in call tracking system
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Service Consultant Associate/CSR Remote
Progressive Insurance- Riverview, FL
02.2022 - 12.2022
- Provided information about service procedures and expected timelines.
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
- Documented payment details and personal information on customer accounts.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
Self-Pay Rep - Patient Financial Services
University of Florida Health Shands - Gainesville, FL
10.2020 - 02.2022
- Streamlined medical billing procedures for increased efficiency and accuracy in the collections process.
- Conduct inbound/outbound calls to patients
- Scheduling patients
- Enhanced revenue by streamlining medical billing processes and improving accuracy in claims submissions.
- Participated in regular team meetings, contributing valuable insights into process improvements and best practices for medical billing.
- Verify patient coverage and update patient registration when needed
- Receive, document, and respond to all patient correspondence in a timely manner
- Work daily assigned work-ques
- Receive and post payments to patient accounts
- Balances cash drawers daily
- Provides patient assistance and facilitates resolution of financial assistance applications and inquiries
- Investigate and resolves patient account issues.
- Streamlined medical billing procedures for increased efficiency and accuracy in the collections process.
Customer Service Assistance/Remote - Patient Financial Services
University of Florida Health Shands - Gainesville, FL
07.2019 - 10.2020
- Gives administrative support to manager
- Conduct staff meeting minutes
- Work daily assigned work-queues
- Process patient return mail and address changes
- Process Death Certificates
- Process daily cash drawer reports
- Assist receptionist with daily correspondence
- Cover receptionist when needed
- Organize and file customer service folders and documents
- Assist on Customer service info phone line.
Receptionist - Patient Financial Services
University of Florida Health Shands - Gainesville, FL
08.2018 - 07.2019
- Greet patients upon arrival, sign them in and collect necessary HIPPA information to chart
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Provide patients with support and guidance as needed
- Answer multi-line phone calls and route to appropriate party or handle callers needs/taking messages
- Distribute daily mail and correspondences/organize paperwork
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Transcribed phone messages and relayed to appropriate personnel.
- Maintain cleanliness of patient seating area.
Food and Nutritional Services
University of Florida Health Shands - Gainesville, FL
08.2014 - 08.2018
- Interview patients asking about diets and record diet plans and allergies
- Look up patient information on the computer.
Education
Diploma - Clinical Medical Assistant
Stepful
06.2024
Associate of Science - Medical Administrative Assisting
Ultimate Medical Academy
01.2017
Skills
- Well-versed in performing necessary clerical functions including reception, filing, mail management, typing, scheduling, and diary management
- Strong ability to follow instructions, learn new tasks and computer applications with confidence and easiness
- Pays attention to detail and a proven ability to accomplish designated tasks in a timely manner and professionally
- MS Excel
- Analytical Thinking
- Documentation And Reporting
- Insurance Verification
- HIPAA Compliance
- Payment posting
- Accounts Payable
- Epic Software Proficiency
- Conflict Resolution Strategies
Key Qualifications
- Medical Administrative Assistant
- Medical Terminology
- Patient Processing
- Release of Information
- Remote Worker
- Introduction to ICD-10-CM Coding
- HIPAA Compliance
- Anatomy & Physiology
- Medical Billing
- Revenue Cycle
- Patient Financial Assistance
- Medical Records Management
- Patient Registration
- Scheduling
- Data entry
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Medical Laws & Ethics
- Pathophysiology for Medical Office
- MS Office / MS Word
- Accounts Payable
- Computer Information Systems
- Medical Transcription
- Office Accounting
- Principles of Management
Timeline
Grievance Analyst Temporary/Remote
Convey Health Solutions
10.2023 - 03.2024
Customer Service Rep Temporary/Remote
McKesson Pharmaceuticals
04.2023 - 09.2023
Service Consultant Associate/CSR Remote
Progressive Insurance- Riverview, FL
02.2022 - 12.2022
Self-Pay Rep - Patient Financial Services
University of Florida Health Shands - Gainesville, FL
10.2020 - 02.2022
Customer Service Assistance/Remote - Patient Financial Services
University of Florida Health Shands - Gainesville, FL
07.2019 - 10.2020
Receptionist - Patient Financial Services
University of Florida Health Shands - Gainesville, FL
08.2018 - 07.2019
Food and Nutritional Services
University of Florida Health Shands - Gainesville, FL
08.2014 - 08.2018
Diploma - Clinical Medical Assistant
Stepful
Associate of Science - Medical Administrative Assisting
Ultimate Medical Academy
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