Tanisha Haley
Summary
Dedicated and results-oriented healthcare professional with over 10 years of experience in delivering exceptional consumer experiences. Proven track record of enhancing patient satisfaction and engagement through a patient-centered approach. Skilled in navigating complex healthcare systems to streamline processes and improve overall patient experience. Possesses a deep understanding of healthcare regulations and compliance, coupled with a commitment to maintaining the highest standards of patient confidentiality. Seeking to leverage extensive consumer experience and healthcare expertise to contribute to a dynamic healthcare team and elevate the overall quality of patient care.
Overview
11
11
years of professional experience
Work History
Consumer Experience Coordinator
Kaiser Permanente
09.2021 - 12.2023
- Research & Resolution of Employer, Broker and Member Initiated Issues: Formulated solutions to complex and sensitive concerns, using considerable discretion and independent judgement.
- Process Improvement & Data Analysis: Identified trends within the healthcare system and implemented programs to improve patient care experience.
- Systems Administrator & Onboarding Training: Granted system access, provided training and answered functional inquires of various systems/tools.
- Presentation of Quantitative & Qualitative Data: Provided monthly medical office performance data updates to peers and leadership team.
Membership Services Representative
Kaiser Permanente
09.2012 - 09.2021
- Benefits & Billing Related Issues: Provided face-to-face assistance for new and existing members with benefit, billing and eligibility inquires.
- Sales/Insurance Plans: Educated new and existing members of medical plan and product options.
- Insurance Mandates & Compliance: Remained up to date with Federal, State and Medicare guidelines and regulations pertinent to health plans and care delivery.
- Growth Retention & Complaints: Provided in the moment service recovery to support the success of Medicare star program and influence positive results on the Press Ganey and medical office visit surveys.
Education
High School Diploma -
Evergreen High School
Vancouver, WA06.1997
Skills
- Project Management
- Complaint Resolution
- Systems Administration
- Data Analysis
- Healthcare Process Improvement
- Client Relationship Building
- Healthcare Information Privacy (HIPAA)
- Healthcare Regulations and Compliance
- Microsoft Programs
- Epic/Health Connect
Timeline
Consumer Experience Coordinator
Kaiser Permanente
09.2021 - 12.2023
Membership Services Representative
Kaiser Permanente
09.2012 - 09.2021
High School Diploma -
Evergreen High School
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