Omobolanle Salami
Dallas,TX
Summary
Patient access specialist with expertise in healthcare customer service, adept at managing high-volume calls and coordinating patient appointments. Ensures HIPAA compliance while verifying insurance eligibility and supporting timely care delivery. Utilizes various software platforms to enhance patient experiences and operational efficiency.
Overview
4
4
years of professional experience
Work History
Patient Access Specialist
CVS Health
Dallas, Texas
01.2024 - 08.2026
- Coordinated patient appointments and served as the primary point of contact for patients before, during, and after scheduled healthcare services.
- Conducted outbound calls to confirm appointments and verify patient information, ensuring patients were prepared for virtual or scheduled healthcare visits.
- Assisted patients with appointment scheduling, rescheduling, and general inquiries while providing exceptional customer service.
- Verified patient demographics, insurance eligibility, and required documentation to support timely care delivery.
- Managed high-volume inbound and outbound calls while maintaining professionalism, empathy, and attention to detail.
- Collaborated with nurses, providers, and case managers to coordinate patient care and resolve service issues, enhancing overall patient experience.
- Utilized multiple software applications simultaneously, including Microsoft Office, Teams, Zoom, CRM, and healthcare information systems.
- Ensured compliance with HIPAA regulations by safeguarding confidential patient and medical information.
- Prioritized multiple tasks, monitored patient status, and maintained efficient workflow in a fast-paced remote environment.
- Delivered timely, accurate, and compassionate support that contributed to positive patient experiences and operational efficiency.
- Implemented patient feedback mechanisms to identify service gaps, informing strategies to enhance care delivery quality.
- Collaborated with healthcare providers to streamline appointment scheduling, reducing patient wait times by [20%].
- Coordinated with insurance providers to resolve coverage issues promptly, minimizing claim denials and accelerating patient access to treatments.
- Collaborated closely with healthcare providers to identify and resolve patient concerns.
Customer Service Representative
Willis Towers Watson
06.2022 - 01.2024
- Managed high-volume inbound calls from members, providers, and billing offices regarding claims, account inquiries, and payment status while meeting service-level goals.
- Resolved complex client inquiries using CRM software, contributing to improved customer satisfaction and retention.
- Verified claim status and clearly communicated claim processing details, billing procedures, and next steps to customers and providers.
- Utilized multiple systems and CRMs simultaneously, ensuring high accuracy and productivity in handling customer inquiries.
- Processed claim adjustments and reprocessing requests; provided Explanation of Benefits (EOBs) and claim-related documentation upon request.
- Initiated check reissues, stop-payment actions, and cancelled checks to resolve payment issues.
- Escalated complex issues to appropriate departments, collaborating with cross-functional teams for timely resolution.
- Monitored compliance with data privacy regulations during customer interactions, reducing risk exposure and enhancing trust.
Education
B.TECH - Soil Science and Agronomy
Ladoke Akintola University of Technology
Ogbomosho, Oyo, Nigeria07-2010
Skills
- Healthcare Customer Service
- HIPAA Compliance
- CRM Software Proficiency
- EMR management
- Insurance Verification
- Insurance Coordination
- Payment Issue Resolution
- Patient documentation
- Appointment coordination
- Patient Interaction Management
- Issue resolution
- Patient Communication
- Multitasking and Workflow Prioritization
- Data Privacy Awareness
- Provider liaison
- Patient empathy
Timeline
Patient Access Specialist
CVS Health
01.2024 - 08.2026
Customer Service Representative
Willis Towers Watson
06.2022 - 01.2024
B.TECH - Soil Science and Agronomy
Ladoke Akintola University of Technology