Tamika Wilson

As customer service lead, I am responsible for working shifts in the clinic where I greet patients as they come in to the clinic. I input demographic information and insurance. Verify insurance to be sure whether or not patient has a copay, deductible, or co-insurance. Collect payments and apply charges to visit. I also collect on any bad debt that patient may have on their accounts. I am responsible for chart audits and reaching out to the customer service representative to ensure they understood any issues with the findings in the chart audit. I am responsible for:

• Training, overseeing and mentoring new team members to strengthen performance and job expertise.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.

As a clinical care partner I am responsible for coordinating patient care appointments, following established standards and practices of population health management, calls patients for follow-up appointments who were recently admitted to the hospital. Calls patients that are identified by the Quality Department as high risk or need an appointment to address Quality measures. Relies on guidelines to accomplish tasks. Relies on experience to complete job. I work close with the payor ensuring that all required gaps in care is met. I am responsible for auditing charts and making rounds in the clinics. I have experience in telephone messaging, prior authorization request.

• Utilized effective communication and active listening skills when interacting with physicians, nursing staff and patients.
• Taught patients about medications, procedures and care plan instructions.
• Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
• Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
• Reviewed physician's calendar and scheduled patient appointments by telephone and in-person.
• Coordinated with appropriate administrative staff to address clinical, operational and financial questions.
• Assisted with routine checks and diagnostic testing by collecting and processing specimens.
• Collected and documented patient medical information such as blood pressure and weight.
• Called and faxed pharmacies to submit prescriptions and refills.
• Documented vital signs and health history for patients in clinic and hospital environments.