SHERICA WILLIAMS
Summerville,SC
Summary
Driven professional with a proven track record at Veterans Health Administration, adept in insurance verification and demonstrating exceptional problem-solving skills. Increased first-call resolution rates significantly, showcasing an ability to multitask and organize efficiently. Expert in maintaining patient confidentiality and delivering superior customer service, fostering strong relationships and ensuring compliance with healthcare regulations. Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieved [Number]% repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes.
Overview
10
10
years of professional experience
Work History
Healthcare Customer Service Representative
Veterans Health Administration
09.2022 - Current
- 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 difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Clinical Research Coordinator
Virginia Commonwealth University Health System
09.2021 - 09.2022
- Followed clinical research protocols and conducted study visits in compliance with ICH/GCP and FDA regulations.
- Screened patient records, databases, and physician referrals to identify prospective candidates for research studies.
- Gathered, processed, and shipped lab specimens.
- Enhanced patient safety by meticulously monitoring and documenting adverse events during clinical trials.
- Followed informed consent processes and maintained records.
- Collaborated with clinical staff and other healthcare professionals to support clinical trial data accuracy.
- Coordinated and monitored clinical trial activities to support timely and accurate completion of studies.
- Facilitated clear communication between principal investigators, sponsors, and study participants for seamless trial execution.
- Assessed patients'' eligibility criteria following strict adherence to inclusion/exclusion guidelines.
- Trained new team members on essential clinical research protocols and procedures, promoting a culture of continuous learning.
- Maintained compliance with protocols covering patient care and clinical trial operations.
- Oversaw the management of investigational product supplies, ensuring appropriate storage conditions were maintained at all times for optimal efficacy during trials.
- Reduced data entry errors by implementing stringent quality control measures throughout the study lifecycle.
- Developed strong relationships with trial sponsors, ensuring ongoing collaboration and future project opportunities.
Healthcare Customer Service Representative
Hampton University
08.2014 - 05.2018
- 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 difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database.
Education
Bachelor of Science - Biology
Elizabeth City State University
Elizabeth City, NCSkills
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Appointment Scheduling
- Healthcare industry understanding
- Claims Processing
- Stress Tolerance
- Follow-up skills
- Multitasking and Organization
- Customer Service
- Problem-Solving
Timeline
Healthcare Customer Service Representative
Veterans Health Administration
09.2022 - Current
Clinical Research Coordinator
Virginia Commonwealth University Health System
09.2021 - 09.2022
Healthcare Customer Service Representative
Hampton University
08.2014 - 05.2018
Bachelor of Science - Biology
Elizabeth City State University
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