Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tamieka L. Kemp

Orlando

Summary

Patient Advocate with extensive experience at Rotech Healthcare, specializing in patient advocacy and data analysis. Demonstrated ability to resolve complex issues efficiently, ensuring patient needs are met promptly and in compliance with regulations. Strong communication skills enhance patient experiences through effective problem-solving and active listening.

Overview

18
18
years of professional experience

Work History

Patient Advocate

Rotech Healthcare
07.2023 - Current
  • Acts as patient advocate to resolve questions or concerns
  • Collects patient, source information and inputs data into e-Intake
  • Completes thorough verification for products and services
  • Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
  • Develops and maintains working knowledge of current products and services offered by the company
  • Identifies and resolves problems in a timely manner
  • Makes outbound calls as needed to collect patient data
  • Manages all aspects of initial intake via high volume inbound phone calls
  • Processes related patient paperwork if assigned
  • Processes tickets to ensure timely fulfillment of product orders
  • Prompt and regular attendance is required
  • Provides basic technical customer service assistance for CPAP equipment
  • Provides education to patients and location employees on CPAP supplies
  • Uses e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
  • Performs other duties as assigned
  • Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
  • Verifies and enters correct patient demographics, payer and physician related information
  • Assists customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance
  • Product expert on various mask interfaces and assisting with basic mask fit issues
  • First line of contact for CPAP resupply customers
  • Processes CPAP Direct tickets, verification of required documents, deciphering prescriptions for proper machine settings and accuracy of supplies ordered
  • Obtains correct equipment and adjusts settings on device following the physician’s orders
  • Includes obtaining correct supplies from pick line, packaging and shipping orders with precision

Sterile Processing Technician

Orlando Health
08.2018 - 09.2022
  • Company Overview: #1 Trauma Hospital in Central Florida
  • Collecting used and contaminated equipment, instruments, and supplies for sorting and decontamination
  • Manually cleaning supplies of contaminants, removing waste matter, and operating and maintaining decontamination equipment
  • Preparing and packing decontaminated supplies for sterilization
  • Monitoring and operating sterilization equipment
  • Examining supplies meticulously to ensure they are properly cleaned and sanitized
  • Testing and reporting any issues or problems with the sterilization equipment
  • Sterilizing, preparing, wrapping, and organizing equipment into instrument trays for use during medical procedures
  • Preparing and delivering all necessary equipment and instruments for surgeries, examinations, medical procedures, and medical carts
  • Maintaining records of sterilization procedures, sterilized items, equipment maintenance, and supplies
  • Controlling the inventory, reordering supplies, and checking expiration dates
  • #1 Trauma Hospital in Central Florida

Call Advocate II Dispatcher

AAA Auto Club
02.2014 - 08.2018
  • Utilizes D2000/D3, a Windows based PC application, receives Roadside Assistance request information from the Roadside Assistance Call Center, ERS Online system, dedicated police hotlines or the RAP program servers to coordinate Roadside Assistance requests on behalf of the Members
  • Makes decisions and takes the necessary actions to determine the most appropriate delivery methods to meet or exceed the Member’s service needs
  • Ability to utilize mapping software to determine locations and geo code calls based on information and spot to appropriate contractor/territory
  • Manages assigned calls to facilities/trucks using a variety of communication channels (i.e.; telephones, Nextel direct connect, variety of digital in truck technology units, etc.)
  • Communicates all pertinent data (Member situation, vehicle problem, location, etc.) to service drivers
  • Manages resources to meet/exceed productivity goals for call volume, battery sales, and cost per call
  • Maintain accurate documentation, on the status of each call within the area
  • Manages call progress, and ensures documentation is complete before calls are cleared with proper codes, assuring accurate payments to contractors

Patient Scheduling

Advance Dermatology and Cosmetic Surgery
06.2013 - 06.2014
  • Answer phones, verifying insurances
  • Scheduling appointments, as well as an understanding of product lines
  • Working knowledge of medical services, working with the public, and has worked in an environment where a high level of customer service was required
  • Have outstanding interpersonal skills including, pleasant demeanor, positive attitude, patience, and flexibility
  • Billing/ payment collections
  • Ability to interact effectively with patients, doctors, and staff
  • Prior related medical office experience in checking patients in and out, scheduling, and answering phones
  • Charted confidential patient information
  • Assisted director with administrative and clerical clinical duties
  • The ability to multitask, be organized, and show attention to detail

Central Station Alarm Dispatchers II

CMS/ Protection One
04.2012 - 06.2013
  • Provide a critical role in the delivery of emergency police, fire and medical services
  • Ability to exercise a high degree of good judgment and independence while evaluating emergency and non-emergency situations and the ability to make rapid decisions
  • Verify and respond to, dispatches on emergency signals
  • Answers incoming calls, licensed to work in all states mandating requirements
  • Proficient in dispatching guidelines verification course of action/fire, police, medical agencies, and knowledge of all the different types of signals: and the SOP are for each signal
  • Abreast knowledge of both company and central station policies; the organization goals and positions held
  • Notifies customers of non-emergency signals
  • Notifies responders on emergency signals after dispatch
  • Processes basic data changes to customer accounts
  • Must be able to handle signals from one location/area and TTY stations, meet minimum productivity standards set

Pharmaceutical Patient Care Advocate/Billing

Express Scripts/ Kelly Services
01.2011 - 04.2012
  • Handle customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits
  • Work to research and resolve problems in a timely manner
  • Assist members in understanding and maximizing the use of their pharmacy distribution program
  • Use computerized system to gather information and respond to questions
  • Document issues and resolutions in a common database and escalate issues as necessary
  • Handle inbound and outbound member, provider and physician calls
  • Answer questions related to Medicare part D, 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

Medical Assistant

EPOC CLINIC
06.2007 - 02.2010
  • Provided medical assistance in Obstetrics, and Gynecology woman healthcare
  • Checked vital signs, and assisted physicians with in-office surgical procedures
  • Charted confidential patient information
  • Assisted director with administrative and clerical clinical duties
  • Performed clinical and office tasks such as answering calls and drawing and analyzing patient specimens
  • Aided in treatment of surgical patients for clinic
  • Helped physicians examine and treat patients, providing instruments, materials, and assistance with tasks such as giving injections and removing sutures

Education

Master of Arts - Psychology

University of Arizona Global Campus
Chandler, AZ
01.2025

Master of Arts - Organizational Management

Ashford University
San Diego, CA
01.2018

Bachelor of Science - Management

University of Phoenix
Phoenix, AZ
01.2009

Associate of Science - Surgical Technology

High Tech Institute
Orlando, FL
01.2003

Skills

  • Patient advocacy
  • Dependability and responsibility
  • Active listening
  • Analytical thinking
  • Communication skills
  • Data analysis
  • Team collaboration

Timeline

Patient Advocate

Rotech Healthcare
07.2023 - Current

Sterile Processing Technician

Orlando Health
08.2018 - 09.2022

Call Advocate II Dispatcher

AAA Auto Club
02.2014 - 08.2018

Patient Scheduling

Advance Dermatology and Cosmetic Surgery
06.2013 - 06.2014

Central Station Alarm Dispatchers II

CMS/ Protection One
04.2012 - 06.2013

Pharmaceutical Patient Care Advocate/Billing

Express Scripts/ Kelly Services
01.2011 - 04.2012

Medical Assistant

EPOC CLINIC
06.2007 - 02.2010

Master of Arts - Psychology

University of Arizona Global Campus

Master of Arts - Organizational Management

Ashford University

Bachelor of Science - Management

University of Phoenix

Associate of Science - Surgical Technology

High Tech Institute

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