Shantaya Horton

Welcoming clients and visitors in person and over the phone

Scheduling client appointments and managing staff clinical schedules

Answering incoming calls, taking messages, and providing information

Keeping, updating, and maintaining records

Tracking appointment data and providing administrative support to the department

Helping patients manage their expectations by guiding them throughout their engagement with the clinic

Verifying insurance to ensure that patients receive coverage and benefits during treatment

Scanning client documentation into the electronic health record

Handle inbound and outbound member, provider and physician calls.
Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.
Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.
Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.
Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs.
Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety