Shakileya Robinson
Surprise,Arizona
Summary
Dedicated healthcare professional known for high standards and impactful results. Over 3 years of pharmacy technician experience combined with a strong background in managing patient interactions, resolving complex inquiries, insurance verification, and delivering exceptional customer service. Proven team collaborator with a flexible approach to changing priorities and a commitment to achieving organizational goals. Skilled in communication, problem-solving, adaptability, and maintaining HIPAA compliance while providing compassionate patient care.
Overview
5
5
years of professional experience
Work History
Healthcare Call Center Representative
Continuum
Montgomery, Alabama
10.2022 - 11.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed a high volume of approximately 75 calls daily while maintaining composure and providing exceptional service.
- Maintained accurate patient records through diligent data entry and effective communication with healthcare professionals.
Medical Call Center Representative
Concentrix
Montgomery, Alabama
09.2020 - 12.2022
- Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support while resolving patient concerns.
- Delivered exceptional customer service to patients and healthcare providers by responding promptly and professionally.
- Assisted patients in navigating complex healthcare systems by providing guidance on available resources and support services.
Prior Authorization Specialist
Concentrix
Montgomery, Alabama
11.2018 - 08.2020
- Conducted regular audits of patient accounts to maintain accuracy, minimize errors, and prevent revenue loss due to incorrect billing practices.
- Streamlined the patient registration process, increasing efficiency and reducing wait times.
- Maintained thorough knowledge of insurance plan requirements to ensure accurate and timely completion of authorization forms.
- Maintained accurate patient records through diligent data entry and effective communication with healthcare professionals.
Education
Associate Degree - Health Care Management
Ultimate Medical Academy
Clearwater, FL11-2024
High School Diploma -
James Madison High School
Norcross, GA09-2016
Skills
- Customer Service
- Inbound and Outbound Calling
- Insurance Verification
- Typing Proficiency (55 WPM)
- Claims Analysis
- Medical Billing Software
- ICD-10 Proficiency
- HIPAA Compliance Knowledge
- Prior Authorization Process
- Appointment Scheduling
- Call Center Experience
- Data Entry and Analysis
Timeline
Healthcare Call Center Representative
Continuum
10.2022 - 11.2023
Medical Call Center Representative
Concentrix
09.2020 - 12.2022
Prior Authorization Specialist
Concentrix
11.2018 - 08.2020
Associate Degree - Health Care Management
Ultimate Medical Academy
High School Diploma -
James Madison High School