Shelli Talbert
8508 E. 92nd Pl,MO
Summary
Accomplished Patient Access/Medicare/Medicaid Eligibility Specialist with a proven track record at FirstSource Solutions, enhancing Medicaid eligibility determinations and customer service. Skilled in policy interpretation and problem-solving, adept at managing high caseloads and improving operational efficiency. Demonstrated expertise in application processing and fostering team development, significantly increasing customer satisfaction and process optimization.
Overview
6
6
years of professional experience
Work History
Patient Access/Medicare/Medicaid Eligibility Specialist
Firstsource Solutions
Kansas City, MO
11.2021 - 05.2024
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant parties to reach accurate determinations.
- Managed high caseloads efficiently, prioritizing tasks effectively and utilizing time-management skills to meet deadlines consistently.
Patient Access Representative
Apex Systems
San Diego, CA
02.2021 - 10.2021
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Patient Access Representative
City Hospital At White Rock Lake
Dallas, TX
02.2020 - 12.2020
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
Customer Service Representative
TotalMed/Centene Corporate/MHN
Irving, TX
09.2019 - 02.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Cross-trained and backed up other customer service managers.
Patient Access Coordinator/Team Leader
Tandem Hospital Partners
Leawood, KS
01.2018 - 06.2019
- Contributed to a positive work environment by providing support and assistance to colleagues during peak periods or staff shortages.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Increased efficiency of daily operations by implementing electronic health record system for accurate data management.
Education
No Degree - Medical Social Work
Brown Mackie College
Overland Park, KS06.1998
Skills
- Application processing
- Medicaid knowledge
- Eligibility Determination
- Policy Interpretation
- Customer Service
- Problem-Solving
- Time Management
- Computer Proficiency
Timeline
Patient Access/Medicare/Medicaid Eligibility Specialist
Firstsource Solutions
11.2021 - 05.2024
Patient Access Representative
Apex Systems
02.2021 - 10.2021
Patient Access Representative
City Hospital At White Rock Lake
02.2020 - 12.2020
Customer Service Representative
TotalMed/Centene Corporate/MHN
09.2019 - 02.2020
Patient Access Coordinator/Team Leader
Tandem Hospital Partners
01.2018 - 06.2019
No Degree - Medical Social Work
Brown Mackie College