Pamela Williams
Case Manager
Okmulgee,OK
Summary
Dynamic Case Manager Specialist at Cencora with a proven track record in client advocacy and case assessment. Enhanced patient outcomes through tailored care plans and effective communication. Skilled in navigating insurance regulations and maintaining HIPAA compliance, while fostering a positive environment that prioritizes empathy and active listening.
Overview
11
11
years of professional experience
Work History
Case Manager Specialist
Cencora
01.2023 - Current
- Assisted clients in navigating complex healthcare systems by providing guidance on insurance coverage options, connecting them with appropriate medical providers, and helping them understand available treatment modalities.
- Enhanced communication between clients and service providers, resulting in better coordination of care.
- Managed high caseloads efficiently, prioritizing cases based on urgency and need.
- Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Knowledge of Medicare,Medicaid, Commercial, and VA plans
Concierge Customer Service Representative
United Healthcare
09.2019 - 12.2022
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained high level of professionalism and discretion when dealing with patients.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Customer Service Representative Mentor
State Farm
02.2018 - 04.2021
- Mentored junior team members by sharing insights and experiences, boosting overall productivity and fostering a supportive work environment.
- Served as a trusted resource for colleagues seeking guidance on challenging situations or complex issues faced during daily interactions with customers.
- Partnered with sales teams for upselling and cross-selling opportunities that resulted in increased revenue for the company while maintaining excellent customer relations.
- Enhanced customer satisfaction by addressing and resolving complex inquiries promptly and professionally.
- Developed strong rapport with customers through active listening skills, empathy, and patience in handling their concerns.
Medical Assistant
Harvard Family Physicians
03.2014 - 02.2021
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Taught patients about medications, procedures, and care plan instructions.
Education
Nathan Hale
Tulsa, OKCretificate - Medical Assistant
Platt College
Tulsa, OK03-2000
Skills
- Client advocacy
- Ethical practice
- Case assessment
- Cultural history
- Positive attitude
- Time management
- Multitasking and organization
- HIPAA compliance
- Active listening
- Insurance regulations
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 10 in the development of [new Dx's].
Timeline
Case Manager Specialist
Cencora
01.2023 - Current
Concierge Customer Service Representative
United Healthcare
09.2019 - 12.2022
Customer Service Representative Mentor
State Farm
02.2018 - 04.2021
Medical Assistant
Harvard Family Physicians
03.2014 - 02.2021
Nathan Hale
Cretificate - Medical Assistant
Platt College
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