PORSCHEA BAKER
Huntsville,AL
Summary
Detail-oriented professional promoting expertise in customer service. Effective at maintaining operational processes. Strives for continuous improvement through training, research and implementation of industry best practices. Seeking the opportunity for career growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator
Optum Specialty Pharmacy (Alorica)
04.2019 - 07.2023
- Acted as main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication between departments
- Processed prescriptions daily achieving decreased customer wait times and maintaining excellent customer satisfaction
- Connected patients with available community and charitable resources
- Worked closely with patients to deliver excellent and direct individualized patient care
- Cross-trained to support other medical staff with emphasis on establishing patient rapport and developing relationships with external partners
- Resolved problems with communication and billing to foster seamless services
- Upheld confidentiality requirements and regulatory compliance guidelines in all areas
- Input all data into system using IRIS and recorded order updates with 99% accuracy.
Resolution Specialist
United Healthcare (Alorica)
08.2017 - Current
- Complied with strict health, industry and organizational regulations to maintain patient safety.
- Addressed, documented and resolved customer complaints efficiently, empathetically and professionally
- Relayed discrepancies, duplicates and errors to claims department for reprocessing of claims
- Used effective communication to exceeded service and quality standards with providers of all ethnic and cultural backgrounds
- Resolved service, pricing and technical problems for providers by asking clear and specific questions
Data Analyst
Gideon Services Inc.
05.2013 - 11.2016
- Provided direct clerical, accounting and secretarial support to company executives, vendors and government clients
- Aligned office departments and increased inter-department communication and data sharing
- Consistently met deadlines and requirements for all production work orders
- Developed work-flow charts and diagrams to ensure production team compliance with client deadlines
- Managed creative projects from concept to completion while managing outside vendors
- Managed portfolio of 1500 accounts totaling $1.2 million in sales
- Represented organization at personnel-related hearings and investigations
- Assisted with interviewing of potential bankers, CPA's and insurance professionals
- Submitted tax documentation timely and accurately for all states of associated vendors
- Created various Excel documents to assist with pulling metrics data and presenting them to give concise understanding of best placement for needed resources.
Administrative Accounting Assistant
Gideon Services
08.2011 - 05.2013
- Facilitated government cost and pricing workshops
- Ensured invoice compliance for appropriate billing following contract guidelines per client
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Assisted with establishment of internal controls, policies and procedures
- Revamped contract filing system to improve organization and accelerate data retrieval
- Integrated internal systems to directly improve workflow processes and work- share
- Reported internal control/system issues to management and created reports to support recommendations to mitigate associated risks
- Assisted CFO with reconciliation process and timely payment of invoices
- Used QuickBooks to produce monthly invoices, reports and other deliverables
Education
Master of Science - Industrial And Organizational Psychology
Grand Canyon University
Phoenix, AZ2013
Bachelor of Arts - Psychology
Alabama Agricultural And Mechanical University
Huntsville, AL2011
Skills
- Microsoft Office
- Presentation Skills
- Project Organization
- Research
- Office Administrion
- Case Management
- Customer Service (Call Center)
- Analytical skills
- Account Reconciliation
- Progress documentation
- Staff collaboration
Affiliations
American Pssychological Association, 2013- Present
Hope Community Church Youth Group, 2010-Present
Sherwood Community Group, 2010-Present
Hope Community Church Youth Group, 2010-Present
Sherwood Community Group, 2010-Present
Certification
- Cost and Pricing Workshop - Part I for Government Contractors
- Cost and Pricing Workshop - Part II for Government Contractors
Timeline
Patient Care Coordinator
Optum Specialty Pharmacy (Alorica)
04.2019 - 07.2023
Resolution Specialist
United Healthcare (Alorica)
08.2017 - Current
Data Analyst
Gideon Services Inc.
05.2013 - 11.2016
Administrative Accounting Assistant
Gideon Services
08.2011 - 05.2013
Master of Science - Industrial And Organizational Psychology
Grand Canyon University
Bachelor of Arts - Psychology
Alabama Agricultural And Mechanical University
- Cost and Pricing Workshop - Part I for Government Contractors
- Cost and Pricing Workshop - Part II for Government Contractors
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