Talia Crawley
Columbus,OH
Summary
Dedicated professional with nearly a decade of experience in Customer Service and Healthcare sectors, specializing in patient services and outreach. Expertise in delivering culturally competent care and coordinating community health programs. Proven track record in enhancing client engagement through education and empowerment while managing high-volume environments. Committed to building trust and contributing to public health initiatives with integrity and empathy.
Overview
9
9
years of professional experience
Work History
Program Specialist
Equitas
01.2023 - Current
- Distribute culturally competent educational materials on harm reduction and safer sex practices to high-risk populations, including Persons Who Inject Drugs (PWID), in both community and clinical settings.
- Conduct confidential HIV, STI, and HCV testing and counseling sessions in accordance with agency and state guidelines, ensuring trauma-informed and nonjudgmental care.
- Facilitate safe, affirming spaces through hotline and digital chat platforms, providing risk reduction education, emotional support, and linkage to services.
- Support and participate in outreach initiatives, health fairs, and fundraising events to expand program visibility, community engagement, and organizational impact.
- Stay up to date on public health trends and emerging data around HIV/STIs, substance use, mental health, and co-occurring risk factors to inform prevention strategies.
- Maintain, analyze, and reconcile program data using Excel and internal databases; identify discrepancies and ensure accurate, timely reporting.
- Coordinate daily program operations and assist with long-term planning to align activities with grant goals, timelines, and community needs.
- Assist the Prevention Program Manager with inventory management, reporting, and logistics for events, trainings, and outreach initiatives
- Coordinated resources for program implementation, including personnel and materials.
- Collaborated with other departments within theorganization on cross-functional projects.
Customer Experience II
Molina Healthcare
Columbus, OH
06.2021 - 11.2022
- Facilitated wellness outreach and scheduling in the HEDIS department to encourage member-provider connections for preventive screenings.
- Addressed member needs while exemplifying Molina values using Salesforce, Jabber, Teams, and Excel.
- Communicated product and service information effectively while identifying improvement opportunities for member experiences.
- Managed complex needs by redirecting issues to management for resolution.
- Ensured precise record-keeping of customer interactions and completed tasks.
- Completed special projects as assigned.
Patient Services Specialist
NovaCare Rehabilitation
Columbus, OH
12.2019 - 12.2020
- Greeted every patient warmly with eye contact, a smile, and positive statements.
- Registered and collected medical history from new and existing patients upon arrival.
- Scheduled patient appointments in person and via phone while demonstrating empathy for needs.
- Conducted insurance authorizations and verifications, ensuring accuracy during co-pay collection.
- Responded promptly to information requests from patients, providers, and coworkers with positivity.
- Coordinated effectively between patients and healthcare professionals to address needs.
- Accessed and managed patient information using office software, maintaining HIPAA compliance.
Advocate
UnitedHealth Group
Columbus, OH
10.2017 - 09.2019
- Resolved Medicare member service inquiries on the first call by identifying topics and needed assistance.
- Educated members on health care benefits to select optimal benefit plans and providers.
- Coordinated with care providers for appointment scheduling and specialist connections.
- Guided members in navigating www.uhc.com, promoting self-sufficiency in using resources.
- Collaborated with team and leadership to meet project requirements and deadlines.
- Monitored team goals and metrics as Advocate For Me Lead, tracking progress in appointment setting.
- Conducted weekly meetings with team members to provide support and address questions.
Customer Service Representative
McGraw-Hill Education
Blacklick, OH
05.2017 - 08.2017
- Executed inbound sales tasks, including order entry processing and fulfillment.
- Resolved billing inquiries and disputes through proactive customer outreach and data entry.
- Delivered product information, pricing, quotations, and delivery details to customers.
- Maintained exceptional customer service standards through effective communication and interpersonal skills.
- Monitored inventory levels to guarantee timely product delivery.
- Handled additional duties as required, ensuring operational flexibility.
Case Manager
HKT Teleservices
Dublin, OH
02.2017 - 05.2017
- Delivered friendly service via calls and emails to a diverse, global community.
- Analyzed conflicts to identify root causes and facilitate quick resolutions.
- Proactively achieved metric goals with minimal supervision and guidance.
- Set clear expectations for users by educating them on relevant policies and procedures.
- Kept current with process, product, and policy updates to ensure compliance.
- Protected the confidentiality of user information while addressing concerns effectively.
- Addressed client questions and complaints instantly to find suitable solutions.
- Enhanced customer satisfaction by researching travel deals and negotiating favorable rates.
Project Administrator
Garden City Group, LLC
04.2016 - 02.2017
- Conducted comprehensive research on electronic filed claims in security class action lawsuits.
- Analyzed data submitted by filers concerning purchased or sold securities.
- Entered and organized claim data in Excel for effective tracking.
- Updated relevant documentation throughout each project's life cycle.
- Collaborated with internal and external teams to ensure timely task completion.
- Accomplished various other assigned tasks as needed.
Education
Brookhaven High School
Columbus, OH2012
Skills
- Customer relations
- Technologically savvy
- Telephone etiquette
- Problem resolution
- Verifying data accuracy
- Proficient in Microsoft Office
- Spreadsheet management
- Excellent communication skills
- Multi-line phone proficiency
- Patient interviewing skills
- Office administration
- Appointment scheduling
- Data management
- Insurance verification
- Data entry
- Data analysis and reporting
- Team collaboration
- Project management
- Adaptability
- Critical thinking
- Community outreach and engagement
Licenses and Certifications
- CCMA (Certified Clinical Medical Assisting) - OSP, April 2024
Timeline
Program Specialist
Equitas
01.2023 - Current
Customer Experience II
Molina Healthcare
06.2021 - 11.2022
Patient Services Specialist
NovaCare Rehabilitation
12.2019 - 12.2020
Advocate
UnitedHealth Group
10.2017 - 09.2019
Customer Service Representative
McGraw-Hill Education
05.2017 - 08.2017
Case Manager
HKT Teleservices
02.2017 - 05.2017
Project Administrator
Garden City Group, LLC
04.2016 - 02.2017
Brookhaven High School
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