Summary
Overview
Work History
Education
Skills
Occupational Licenses and Certificates
References
Timeline
Generic

Samantha Williams

Miami,FL

Summary

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth.

Overview

13
13
years of professional experience

Work History

Admissions Coordinator

VITAS Healthcare
Miramar, FL
09.2022 - Current
  • Process new referrals received via telephone, email, fax and website inquiries, in the manner best fitting the needs of the referral source.
  • Call patients and families and offer a same day appointment to ensure a timely admission.
  • Enter accurate information to support data integrity and maximize reimbursement.
  • Update referral sources on the status of their referred patients when appropriate.
  • Verify Medicare for benefits and eligibility.
  • Notify Financial Clearance Center (FCC/MCC) of commercial insurance and Managed Medicaid/Medi-Cal plans.
  • Seek assistance of the Program Scheduler to determine appropriate staffing and coverage for appointment needs during the hours of 8am-8pm local time, Monday through Friday.
  • Explain hospice benefits and services to patients and families as needed.
  • Assign appointments to VITAS Admissions Representatives and provide them with appointment report outside of Program Scheduler hours.
  • Take report from VITAS Admissions Representatives and accurately document the outcome.
  • Provide training and mentoring to new team members as assigned.
  • Other duties and special projects as determined by the department supervisor or director.

Customer Service Representative

VITAS Healthcare
Miramar, FL
02.2020 - 09.2022
  • Handle business related inquires and performs related duties as required.
  • Engages in active listening with callers to address their needs and concerns; ensuring that callers feel supported and valued.
  • Maintain records of caller interactions, comments, and inquiries.
  • Utilizes software, databases, call scripts, and tools appropriately.
  • Understands and strives to meet or exceed call center metrics while providing excellent and consistent customer service.
  • Takes part in training and other learning opportunities to expand knowledge of company and position.
  • Review all voicemail messages received outside of CSR hours, determine the caller’s need, then return their call to assist with request and answer questions.
  • Immediately escalates any and all concerns to the appropriate Care Connection Center management team member.

Inbound Contacts Representative

Humana (CarePlus Health Plans)
Doral, FL
06.2019 - 10.2019
  • Answers incoming calls, digital and written inquires.
  • Follow policies, procedures, guidelines, contractual commitments and governmental regulations.
  • Send enrollees representative forms and written notices accordingly.
  • Record details of inquiries, comments or complaints and take action in accordance to it.
  • Address customer needs which may include complex benefit questions, educating members and outreach to contract providers for additional information to support coverage decisions.
  • Escalates unresolved and pending grievances, coverage determination involving tiering and formulary exceptions, organization determination, authorizations and appeals.
  • Capacity to multi-task, including use of multiple computer applications simultaneously.

Universal Advocate II & Case Coordinator

Change Healthcare
Weston, FL
05.2016 - 04.2019
  • Performed 6 months as a Universal Advocate II; by prescreening for MSP and LIS benefits and forwarded sponsor documentation.
  • Promoted to a CC; conducting phone outreach to potentially eligible Medicare recipients for the Medicare Savings Program.
  • Actively encourage MSP applications to members and ensure application packages are prepared for mailing daily.
  • Follow up with members regarding the return of completed applications, required verifications and notices of action from the state.
  • Evaluate all incoming correspondence from the member, determine completeness of package and submit to QA for final review.
  • Meet assigned production goals and quality standards including accurate MMS documentation and proper case completion.
  • Maintain confidentiality per HIPAA guidelines.

Customer Service Representative

Inktel Contact Center Solutions
Miami Lakes, FL
08.2012 - 05.2016
  • Resolve service problems by clarifying the customer complaint, determining the cause of the problem, explain the best solution to resolve the problem, expedite the correction or adjustments and complete follow-ups to ensure resolution.
  • Answer questions regarding promotions and maintain lasting relations with customers.
  • Able to work independently and exceed sale goals consistently.
  • Service Accounts: State Wide Claims, Black Baud Merchant Service/ Donor Support, Marines, Navy, Benjamin Moore, Greater Fort Lauderdale, Biomet Joint Replacement Procedures, Air-O-Swiss/ Advance Air Treatment Systems, Live Answer and Lead Specialist for Park N' Fly Reservations.

Client Support Professional

Arise Solution (Shadro Enterprise Inc.)
Miramar, FL
10.2013 - 03.2014
  • Booked reservations and transfer etiquette.
  • Maintained customer accounts and updated account information as needed.
  • Collected deposits or payments and arranged for billing.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • End call with a fun and memorable experience.
  • Service Account: Carnival Cruise Lines.

Security Officer

Contemporary Service Corporation
Miramar, FL
09.2011 - 07.2013
  • Greeted customers and scanned tickets for entry into the event.
  • Bag Checks.
  • Pat Downs.
  • Monitored entrances, exits and lots to ensure compliance with parking policies.
  • Performed regular patrols of premises to monitor activities, detect suspicious behavior and report any breaches of security protocols.

Education

Associate of Science - Healthcare Administration

Brown Mackie College
Miramar, FL
07-2016

High School Diploma -

Miramar High School
Miramar, FL
06-2011

Skills

  • Strong Organization
  • Prospective Client Assistance
  • Problem-solving aptitude
  • Application Review
  • Sales experience
  • Computer Literacy
  • Multitasking
  • Hospitable and friendly

Occupational Licenses and Certificates

Title: 2-15 Life, Health, & Annuity License  Issuing Organization: Gold Coast Schools  Expiration Date: 11/2025

Title: Basic EKG  Issuing Organization: Clinical Solutions  Expiration Date: 07/2016

Title: Class D Security Officer License  Issuing Organization: Five O Security Academy  Expiration Date: 06/2024

References

tiering

Sr. CSS/ Alberto LaRosa - Vitas Healthcare 

(800) 938-4827

Supervisor/ Ana Mendez - Humana (CarePlus Health Plans)

(800) 577-1072

Supervisor/ Jose Munoz - Change Healthcare

(305) 779-6070

Supervisor/ Oniel Smith - Inktel Contact Center Solution

(305) 523-1100

Supervisor/ Pauline Hayden - Arise Solution (Shadro Enterprise Inc.)

(954) 392-2774

Business Mgr./ Debbie Roca - Contemporary Service Corporation

(954) 435-3600

Timeline

Admissions Coordinator

VITAS Healthcare
09.2022 - Current

Customer Service Representative

VITAS Healthcare
02.2020 - 09.2022

Inbound Contacts Representative

Humana (CarePlus Health Plans)
06.2019 - 10.2019

Universal Advocate II & Case Coordinator

Change Healthcare
05.2016 - 04.2019

Client Support Professional

Arise Solution (Shadro Enterprise Inc.)
10.2013 - 03.2014

Customer Service Representative

Inktel Contact Center Solutions
08.2012 - 05.2016

Security Officer

Contemporary Service Corporation
09.2011 - 07.2013

Associate of Science - Healthcare Administration

Brown Mackie College

High School Diploma -

Miramar High School

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