Paulicia Mccloud
Jacksonville,FL
Summary
Experienced in HIPAA compliance and customer service, my tenure at UF Health Shands showcased my talent for improving patient experiences and protecting their information. Recognized for exceptional multitasking and empathetic communication, I consistently enhance operational efficiencies and foster higher customer satisfaction. Equipped with strong organizational skills and a proactive problem-solving mindset, I thrive in any professional environment.
Overview
7
7
years of professional experience
Work History
Patient Access Representative
UF Health Shands
04.2024 - Current
- Maintained compliance with HIPAA regulations, safeguarding sensitive patient information throughout all stages of the registration process.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Verified patient insurance eligibility and entered patient information into system.
- Facilitated communication between patients and various departments and staff.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
Disputes Specialist
Genpact
10.2020 - 04.2024
- Built trust among customers through consistent and transparent communication during the dispute resolution process.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in training programs to enhance product knowledge and customer service skills.
- Identified trends in disputes and communicated insights to management, prompting proactive measures to prevent future issues.
Fraud Prevention Specialist
Citibank
05.2018 - 09.2020
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Worked closely with IT departments to ensure security systems were optimized for detecting and preventing fraud attempts, safeguarding company assets.
- Improved customer trust by promptly addressing and resolving fraud-related inquiries and complaints.
- Reviewed transactions and receipts to identify any suspicious activity.
Education
Associate Of Arts - Business Administration
Florida State College At Jacksonville
Jacksonville, FL2024
High School Diploma -
Robert E Lee High School
Jacksonville, FL2015
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Multitasking and organization
Timeline
Patient Access Representative
UF Health Shands
04.2024 - Current
Disputes Specialist
Genpact
10.2020 - 04.2024
Fraud Prevention Specialist
Citibank
05.2018 - 09.2020
Associate Of Arts - Business Administration
Florida State College At Jacksonville
High School Diploma -
Robert E Lee High School
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