Tatiana Okoro
Fairburn,GA
Summary
Detail-oriented Front Office Specialist with a proven track record in customer service and insurance support, excelling in accurate policy verification, claims assistance, and benefit education within fast-paced environments. Expertise in resolving complex inquiries while ensuring strict compliance with HIPAA regulations, consistently delivering exceptional member experiences. Highly skilled at multitasking across various systems and thriving in independent remote work settings. Committed to enhancing operational efficiency and fostering positive relationships with clients and team members.
Overview
10
10
years of professional experience
Work History
Medical Receptionist
WellStar
Marietta, GA
07.2025 - Current
- Handled comprehensive customer service tasks, including managing calls about insurance claims, eligibility, and billing, to maintain service excellence.
- Executed detailed verification processes for patient and member insurance coverage benefits and prior authorizations, emphasizing accuracy and attention to detail.
- Guided members through claim status inquiries, payment processing, and policy clarifications, ensuring clear communication and empathetic service.
- Resolved customer concerns efficiently while maintaining compliance with HIPAA and company guidelines
- Ensured comprehensive and precise recording of customer interactions to enhance service quality.
- Managed insurance verifications, referrals, and authorizations to facilitate uninterrupted service for clients.
- Coordinated efforts with billing departments and insurance carriers to ensure accurate resolution of discrepancies.
- Managed high call volumes while meeting performance metrics such as call resolution time and customer satisfaction scores
- Educated customers on policy coverage, deductibles, co-pays, and benefits to improve understanding and reduce future issues
- Utilized multiple systems and databases simultaneously in a fast-paced remote environment
- Demonstrated strong time management and self-discipline while working independently from home
- Protected confidential information and adhered to federal and state insurance regulations
Care Facilitator
Jencare
06.2023 - Current
- Followed document protocols to safeguard confidentiality of patient records.
- Improved patient care by developing and implementing comprehensive care plans tailored to individual needs.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Assisted in completing and maintaining care management contracts during and after patient's hospitalization.
- Coordinated appointments with specialists for seamless integration of services across multiple disciplines.
- Enhanced patient satisfaction by providing empathetic support and addressing concerns promptly.
- Answered incoming calls, scheduled appointments and filed medical records.
- Checked patient insurance, demographic, and health history to keep information current.
Orthotic Technician
Optim Orthopedics
03.2023 - 05.2023
- Measured and fit crutches and canes and instructed patients on proper crutch and cane walking
- Assessed patient comfort related to cast and splints and assisted with comfort measures
- Constructed or received casts or impressions of patients' torsos or limbs for use as cutting and fabrication patterns
- Collected payments and applied to patient accounts
- Prepared billing statements for patients and verified correct diagnostic coding.
Medical Receptionist
18th Medical Clinic
03.2022 - 03.2023
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
- Conducted patient intake interviews, recording and documenting relevant information
- Received and routed laboratory results to correct clinical staff members
- Performed various administrative tasks by filing, copying, and faxing documents
- Managed office logistics by scheduling appointments, maintaining files, and collecting payments
- Checked patient insurance, demographic, and health history to keep information current
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls
- Adhered to strict HIPAA guidelines to protect patient privacy
- Answered phone calls and messages for Kadena 18th Medical Group, scheduling appointments, and handling patient inquiries
- Aided with prescription refill requests
- Kept patients' appointments on schedule by informing provider of patient's arrival and any delays
- Received inbound calls and initiated outbound daily calls to introduce customers to products and services offered
- Provided accurate information and answered any questions regarding services or products
- Completed administrative patient intakes with case histories, insurance information, and mandated forms
- Assessed vitals while adhering to PPE requirements and other restrictions
- Documented all COVID-19 screenings, results and follow-up action on database to enable tracking history and maintain accurate records
- Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures
- Prepared reports to document laboratory results and findings.
COVID-19 Tester
18th Medical Clinic
03.2020 - 03.2022
- Assessed vitals while adhering to PPE requirements and other restrictions
- Interpreted and processed on-site-only test data according to RMI documentation requirements
- Obtained temperatures of visitors and employees at entry of facility and asked screening questions
- Documented all COVID-19 screenings, results and follow-up action on database to enable tracking history and maintain accurate records
- Tracked and monitored health status of individuals entering premises to provide protection and control contamination
- Provided assistance with distribution of face masks and other equipment to equip individuals with protective gear
- Reported positive and negative response cases according to established protocols and reporting mandates
- Provided COVID-19 FAQs and educational material to patrons and employees
- Administered and interpreted infrared temperature scans, blood samples, and surveys
- Handled and stored potentially contaminated nasal, oral, and blood samples to prevent compromise
- Educated staff and visitors on importance of proper hygiene and social distancing to practice protective measures and avoid infection transmission
- Assisted with development and implementation of COVID-19 protocols to establish detailed and clear guidelines
- Communicated changes in COVID-19 protocols to staff and visitors to provide real-time information and enhance preparation
- Followed CDC guidelines to establish accuracy and compliance with COVID-19 protocols
- Conducted contact tracing of staff and visitors in close contact with individuals testing positive for COVID-19 to check for possible symptoms and prepare for treatments
- Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures
- Monitored individuals for signs and symptoms of COVID-19 to apply prompt response and medical attention.
Medical Logistics Technician
18th Medical Group
04.2019 - 03.2020
- Updated and maintained databases to track shipments and inventory
- Strategized best methods and tactics for efficient storage and handling of materials
- Monitored performance of logistics operations to identify areas for improvement
- Developed and implemented strategies to reduce costs and improve quality of service
- Built and established relationships with staff and vendors
- Analyzed customer requirements and provided customized logistics solutions
- Coordinated shipments and tracked progress to facilitate timely delivery
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints
- Devised routing plans and schedules to facilitate safe and timely delivery of goods
- Managed inventory levels to verify availability of stock for customer orders
- Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
Waitress
Hooters
01.2018 - 04.2019
- Remained calm and poised when dealing with difficult customers or during busy shifts
- Kept server areas clean and stocked to increase efficiency while working
- Greeted new customers, discussed specials, and took drink orders
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business
- Bussed and reset tables to keep dining room and work areas clean
- Followed health and safety regulations relevant to the hospitality industry to minimize accidents, incidents, and liability to the restaurant
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Folded napkins and prepared silverware sets to provide an adequate supply for the host station
- Answered customers' questions, recommended items, and recorded order information
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
Babysitter
Personal Business
01.2016 - 03.2019
- Assisted in developing self-confidence with age-appropriate responsibilities and chores.
- Planned fun outings and educational activities to keep children entertained.
- Fostered creativity through engaging arts and crafts projects, stimulating imagination and expression.
- Helped children complete homework assignments and school projects.
- Supervised children engaged in physical activity, learning and social skills with peers.
Childcare Worker
Pals
05.2018 - 01.2019
- Enforced rules and managed behavior through developmentally appropriate discipline
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate
- Led children in creative, athletic, and educational activities while maintaining a safe and orderly group
- Promoted good behavior with positive reinforcement methods
- Maintained an effective schedule balance between rest periods, active play, and instruction
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent the spreading of germs
- Developed age-appropriate activities and crafts to engage children.
Education
High School Diploma -
Richmond Hill High School
Richmond Hill, GA05.2017
Skills
- Pre-Hospital Care
- Prescription Refills
- Call Transfers
- Staff Leadership
- Patient Scheduling
- Child Development
- HIPAA Guidelines
- Telephone etiquette
- Patient relations
- Reminder calls
Timeline
Medical Receptionist
WellStar
07.2025 - Current
Care Facilitator
Jencare
06.2023 - Current
Orthotic Technician
Optim Orthopedics
03.2023 - 05.2023
Medical Receptionist
18th Medical Clinic
03.2022 - 03.2023
COVID-19 Tester
18th Medical Clinic
03.2020 - 03.2022
Medical Logistics Technician
18th Medical Group
04.2019 - 03.2020
Childcare Worker
Pals
05.2018 - 01.2019
Waitress
Hooters
01.2018 - 04.2019
Babysitter
Personal Business
01.2016 - 03.2019
High School Diploma -
Richmond Hill High School