Santina Bailey
Hollywood
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
5
5
years of professional experience
Work History
Patient Care Advocate
Teleperformance USA
Fort Lauderdale
01.2020 - 10.2023
- Evaluated referrals from primary care providers for specialty consultations based on established criteria.
- Applied HIPAA regulations while managing patient information securely.
- Verified demographics and insurance details for accurate patient registration in computer system.
- Collected fees and communicated financial obligations to patients at time of service.
- Utilized online eligibility systems to verify patient coverage and policy limitations effectively.
- Updated reference materials with requirements from Medicare, Medicaid, and third-party payers.
- Coordinated case management services to address diverse client needs and goals.
- Documented case notes accurately in electronic health record systems.
- Received inbound calls and managed pipeline in CRM to meet and exceed contact attempts and new lead quotas.
- Answered inbound calls, chats and emails to facilitate customer service.
Healthcare Customer Service Representative
Convey Health solutions
Pembroke Pines
06.2018 - 10.2021
- Scheduled appointments for patients using the electronic health records system.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Initiated outbound calls when necessary for follow-up purposes.
- Responded to inquiries via phone, email, and live chat platforms.
- Managed customer inquiries regarding payment information.
- Documented all communication regarding customer orders and inquiries in the system database.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated databases with new and modified customer data.
- Assisted in resolving claim issues related to billing and reimbursement inquiries.
Skills
- Medical terminology and insurance verification
- Customer relationship management
- Telehealth services
- Appointment scheduling
- Conflict resolution and problem solving
- Team collaboration
- Organizational skills and multitasking
- Quality assurance and compliance
- Patient relations and customer service
- HIPAA compliance
- EMR management
- Analytical thinking
- Effective communication
- Patient documentation
- Insurance navigation
- Payment planning and collections
- Electronic health records management
- Billing inquiries handling
- Data entry accuracy
- Active listening skills
- Adaptability in healthcare settings
- Time management strategies
Timeline
Patient Care Advocate
Teleperformance USA
01.2020 - 10.2023
Healthcare Customer Service Representative
Convey Health solutions
06.2018 - 10.2021