Rachel Cox
Norfolk,VA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Outreach Associate
CIOX HEALTH, Health Information Managements
02.2022 - Current
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Reviewed charts and flagged incomplete or inaccurate information.
- Kept accurate log of requests for medical information and records.
- Developed efficient workflows for data entry tasks, enhancing overall productivity within the department.
- Maintained patient confidence by keeping patient records information confidential.
- Managed the secure transfer of medical records between facilities, ensuring proper adherence to privacy regulations and patient confidentiality guidelines.
- Created new medical records and retrieved existing medical records by gathering appropriate record folders and contents and assigning and recording new record numbers.
- Maintained compliance with HIPAA regulations through thorough staff training and continuous monitoring of security protocols surrounding patient data management.
Customer Service Representative
Optima Health Insurance
07.2019 - 09.2021
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Provided exceptional support during annual open enrollment periods, guiding customers through plan selection processes effectively.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Generated, posted and attached information to claim files.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Resident Care Associate
Commonwealth Senior Living
02.2012 - 08.2019
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Remained alert to problems or health issues of clients and competently responded.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Provided compassionate assistance with daily living tasks such as bathing, dressing, grooming, and mobility support.
- Promoted a positive atmosphere within the community by encouraging socialization among residents during group activities and events.
- Improved the living environment for residents by maintaining cleanliness, organization, and safety in shared spaces.
- Fostered strong relationships with residents and their families, ensuring open communication and trust.
Housekeeping and Laundry Attendant
Commonwealth Senior Living
04.2009 - 02.2012
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Contributed to positive patient experiences by maintaining clean, orderly, and welcoming environments throughout the facility.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Showcased exceptional work ethic and reliability, contributing to team success and maintaining high levels of cleanliness throughout the facility.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Contributed to a positive home atmosphere by engaging clients in conversation and recreational activities tailored to their interests.
Education
Bachelor of Science - Elementary Education
Walden University
Minneapolis, MN04.2028
High School Diploma -
Bayside High School
Virginia Beach, VA06.2006
Skills
- Community Engagement
- Critical Thinking
- Active Listening
- Computer Proficiency
- Payment Processing
- Microsoft Office Suite
Certification
- Paraprofessional, Educational Testing Service ETS - August 2021
Timeline
Outreach Associate
CIOX HEALTH, Health Information Managements
02.2022 - Current
Customer Service Representative
Optima Health Insurance
07.2019 - 09.2021
Resident Care Associate
Commonwealth Senior Living
02.2012 - 08.2019
Housekeeping and Laundry Attendant
Commonwealth Senior Living
04.2009 - 02.2012
Bachelor of Science - Elementary Education
Walden University
High School Diploma -
Bayside High School
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