Patricia Anne Wade
Anne
Nampa,ID
Summary
Compassionate and detail-oriented healthcare support professional with extensive experience in patient services, appointment scheduling, and eligibility verification. Adept at ensuring seamless patient experiences by managing inquiries, coordinating care, and resolving concerns with empathy and efficiency. Proficient in CRM platforms, HIPAA compliance, and multi-channel communication to drive patient satisfaction and operational excellence.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Triwest/Chenega Corporation
11.2024 - 01.2025
- Provided exceptional service to TRICARE beneficiaries and healthcare providers via phone, email, and chat
- Resolved complex healthcare inquiries on the first contact, consistently exceeding performance metrics
- Documented patient interactions in CRM platforms to ensure compliance and maintain data integrity
- Participated in ongoing training programs to stay updated on healthcare policies and service improvements
VACCN Appointment Scheduling CSR
Tria Federal / Optum Healthcare
11.2023 - 05.2024
- Scheduled 500+ appointments for veterans with a 98% accuracy rate, reducing scheduling conflicts
- Optimized scheduling workflows, reducing appointment delays by 15% and enhancing patient satisfaction
- Delivered empathetic and professional patient support, maintaining a 95% positive feedback rating
Correspondence Phone Support / Concierge
Blue Shield of California
11.2021 - 04.2023
- Increased member satisfaction scores by 20% through effective communication and health coverage education
- Initiated claims adjustments and streamlined resolution processes, reducing errors by 30%
- Assisted members with pharmacy benefits and utilization management, addressing coverage gaps efficiently
Patient Service Representative - Outbound
TriWest Healthcare Alliance
10.2015 - 05.2020
- Coordinated veterans' healthcare services, ensuring timely eligibility verification and urgent appointment scheduling
- Reduced claims resolution time by 25% by optimizing workflows and improving team collaboration
- Provided accurate and professional support to patients and providers, receiving commendations for service excellence
Education
High School Diploma - undefined
Sacramento Adventist Academy
Skills
Patient Relations & Scheduling
Insurance & Eligibility Verification
Claims Processing & Resolution
CRM Platforms & Documentation Accuracy
HIPAA Compliance & Confidentiality
Workflow Optimization & Process Improvement
Empathetic & Solutions-Focused Communication
Multitasking in High-Volume Environments
Healthcare Platforms: TriZetto Facets
Healthcare Platforms: MedNet
Healthcare Platforms: HSRM
CRM Tools: Zipari
CRM Tools: Arvato Vision
CRM Tools: Salesforce
CRM Tools: Care Radius
CRM Tools: Vet Connect
Office Applications: Microsoft Office Suite (Word, Excel, Outlook)
Office Applications: Mac OS
Office Applications: Windows OS
Phone Systems: Avaya
Phone Systems: Aspect (Schedule Manager)
Phone Systems: MiCollab
Phone Systems: Amazon Web Connect
Awards
Certificate of Appreciation, TriWest Healthcare Alliance, Recognized for outstanding service in processing mammogram referrals for the VA.
Technical Skills
TriZetto Facets, MedNet, HSRM, Zipari, Arvato Vision, Salesforce, Care Radius, Vet Connect, Microsoft Office Suite (Word, Excel, Outlook), Mac OS, Windows OS, Avaya, Aspect (Schedule Manager), MiCollab, Amazon Web Connect
Timeline
Call Center Representative
Triwest/Chenega Corporation
11.2024 - 01.2025
VACCN Appointment Scheduling CSR
Tria Federal / Optum Healthcare
11.2023 - 05.2024
Correspondence Phone Support / Concierge
Blue Shield of California
11.2021 - 04.2023
Patient Service Representative - Outbound
TriWest Healthcare Alliance
10.2015 - 05.2020
High School Diploma - undefined
Sacramento Adventist Academy