Takisha Donaldson
Newark,NJ
Summary
Experienced healthcare professional with over 4 years of management experience and a proven track record in patient care, staff supervision, and healthcare administration. Seeking a leadership role where I can leverage my skills in motivating teams, improving operational efficiency, and enhancing patient satisfaction. Committed to fostering a collaborative and high-performing work environment that aligns with the organization's mission and values.
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
20
20
years of professional experience
Work History
Supervisor Call Center
United Health Group Optum
11.2023 - Current
- Manages customer service scheduling coordinator staff performance and quality by coaching, developing and potentially administering disciplinary actions
- Engage, recognize, and motivate your team to ensure performance metrics are met
- Monitor production, quality, and time management performance standards
- Review and analyze daily reports, and provide statistics to Contact Center staff
- Make timely leadership decisions regarding staff issues and ensure consistent policy implementation
- Support direct reports by conducting and documenting regular employee coaching sessions (both formal and informal); write and deliver performance reviews
- Foster open communication by seeking and delivering feedback
- Resolve escalated customer issues and manage escalated customer calls
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Medical Front Desk Associate
PM Pediatrics
02.2022 - Current
- The Medical Receptionist is responsible for all departmental functions aligned with the mission, vision, and goals of PM Pediatrics
- Greet patients warmly as they arrive
- Accurately obtain and electronically document patient demographic, insurance, and payment information
- Answer phones and route calls to the appropriate party
- Assist parent and children in the reception area
- Verify eligibility and insurance information
- Collect credit card and co-payment information
- Fax, file, scan necessary paperwork
- Maintain order and cleanliness of the waiting room
- Keep exam rooms and front reception stocked with adequate supplies
- Helps patients in distress by promptly notifying medical staff of emergencies
- Maintains operations by following policies and procedures; reporting needed changes to management team
- Maintains safe, secure, and healthy work environment by following and enforcing standards and procedures
- Maintains patient confidence and protects operations by keeping patient care information confidential in compliance with HIPAA regulations
- Enhances health care practice reputation by accepting ownership for accomplishing new and challenging requests; exploring opportunities to add value to job accomplishments
- Assisting patients with complaints and taking an active role in service recovery when needed
- Perform other administrative, and clinical support duties as needed
Medical Office Associate I
Atlantic Health Systems
07.2023 - 10.2024
- Medical Office Associate I is responsible for managing incoming calls, greeting patients and all front-end office responsibilities within a doctor’s office setting
- Copay collection
- Insurance verification
- Cash balance
- Insurance referrals and authorizations
- Maintaining scheduling in EMR system
- Medical records release
- Create new patient profiles in EPIC
Patient Access Representative I
Atlantic Health Systems
05.2022 - 07.2023
- Patient Access Representative is responsible for all duties related to registration financial clearance processes for all patients in the emergency department
- In Summit ED, greet and register patients
- Demonstrate excellent communication and customer service skills
- Ability to multi-task with diligence
- Will register patient in accurate and timely manner
- Entering demographic and insurance information
- Collection of copay, deductibles, and coinsurance
- Enroll patients with Palm Scanning system
Manage Care Coordinator I Behavioral Health Concurrent Review
Horizon Blue Cross Blue Shield (Contractor)
03.2021 - 02.2022
- Performs review of request for completion of information, collection and transfer of non-clinical data and acquisition of structured clinical data from facilities
- Assist with finding provides/facilities
- Acts as liaison with provider and Care Managers
- Outreach to facilities for concurrent review of authorizations under NJ SUD mandate
- Make outbound calls to obtain information to complete health assessments
- Perform tasks assigned by management
- Verification of benefits and facilities
Customer Service Supervisor
Qualcare (Cigna)
11.2016 - 02.2020
- Company Overview: Piscataway, NJ
- FMS Lead Supervisor for a team of twenty
- Conduct monthly agent production, quality, and performance reviews, providing counseling, educational opportunities of learning using metrics and guidance for career development
- Maintain agent timesheets and provide daily, weekly, and monthly reporting
- Deliver timely and accurate responses for agent assistance on escalated calls, with follow up coaching and review of quality error disputes
- Manage legacy and E-loyalty platforms
- Participate in client implementation meetings and conference calls for system changes or issues
- E-Loyalty point contact for system issues
- Monitor live call for tracking and trending purposes
- Piscataway, NJ
Service Request Correspondence Representative
Horizon Blue Cross Blue Shield
09.2007 - 11.2016
- Company Overview: Newark, NJ
- Provided timely, accurate, thorough responses to service requests, phone, and other customer inquiries
- Customers included Blue Card Association Home Plans, NJ State Health Benefit Plan, HCFA, Regulatory Agencies, Providers, and co-workers
- Coordinated with Blue Card Association and respective home plans to address customer inquiries regarding claim payment, benefits and appeals
- Ensured accurate and timely resolution of service requests and activities provided in accordance with the customer health benefit coverage and company policy
- Anticipated and resolved potential issues and followed through on commitments made to the customers
- Anticipated need for further investigation or research on inquiry and interacted within and across departments to define the most appropriate method of resolution
- Reviewed and escalated issues raised by customers and took corrective action to ensure customer satisfaction
- Shared knowledge and information willingly with team members to achieve team, division, and enterprise goals while enhancing service quality
- Participated in meetings with current and prospective customers to respond to questions and issues related to servicing accounts
- Actively participated in continuous process improvement initiatives
- Assisted other team members and shared experiences, processes and information and technology-related skills
- Newark, NJ
Customer Service Representative
Horizon Blue Cross Blue Shield
05.2005 - 09.2007
- Received customer inquiries via phone, fax, mail, and e-mail
- Probed for additional needed information on account to effectively manage inquiry
- Reviewed computer systems and other reference materials to complete verification process
- Initiated investigation process based on the nature of the inquiry, such as claim, member information, benefits, enrollment, and appeals
- Delivered excellent customer service experiences while meeting quality / production standards
- Utilized available resources to quickly and efficiently resolve or redirect inquiries
Education
Associate of Science (AS) - Business and Hotel Management
Essex County College
Newark, NJBachelor of Arts (BA) - Healthcare Administration
University of Arizona Global Campus
Chandler12.2025
Skills
Healthcare Leadership
- Business Process Improvement
- Project Scheduling
- Data Entry
- Customer Service
- People Skills
- Time Management
- Problem Solving
- Excellent oral communication skills
- Proficient in medical terminology
- Proficient in EPIC
- Proficient in Nasco
- Policy and standard interpretation
- Proficiency in MS Outlook & Excel
- Proficiency in Proclaims & Encoder Pro
- Proficiency in Workday
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Employee motivation
- Decision-making
- Complex Problem-solving
- Strategic planning
- Attention to detail
- Staff discipline
- Analytical thinking
- Team building
Professional Development
Medical Assistant Certification, Harrison Career Institute, South Orange, NJ
Timeline
Supervisor Call Center
United Health Group Optum
11.2023 - Current
Medical Office Associate I
Atlantic Health Systems
07.2023 - 10.2024
Patient Access Representative I
Atlantic Health Systems
05.2022 - 07.2023
Medical Front Desk Associate
PM Pediatrics
02.2022 - Current
Manage Care Coordinator I Behavioral Health Concurrent Review
Horizon Blue Cross Blue Shield (Contractor)
03.2021 - 02.2022
Customer Service Supervisor
Qualcare (Cigna)
11.2016 - 02.2020
Service Request Correspondence Representative
Horizon Blue Cross Blue Shield
09.2007 - 11.2016
Customer Service Representative
Horizon Blue Cross Blue Shield
05.2005 - 09.2007
Associate of Science (AS) - Business and Hotel Management
Essex County College
Bachelor of Arts (BA) - Healthcare Administration
University of Arizona Global Campus
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