Tiffany L. Singleton
Glassboro,New Jersey
Summary
Highly adaptable and team-oriented business professional with extensive background in administration of the banking and healthcare environments. Very energetic with years of consumer success experience, patient charting, insurance communication, account and complex care management. Successful in delivering excellent analysis skills and supporting organizational goals. Skilled in utilizing strategic planning and decision-making in initiating positive and effective changes. Proficient in improving existing processes and defining continuous improvement to generate outstanding results.
Overview
14
14
years of professional experience
Work History
TRANSPLANT INSURANCE SPECIALIST
CHILDREN’S HOSPITAL OF PHILADELPHIA
Philadelphia, PA
04.2019 - Current
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Monitored large patient/family caseload of transplant patients from initial referral through post-transplant follow up, acting as main point of contact for all insurance, benefits, billing, and financial matters for both internal and external players.
- Solely responsible for obtaining authorizations for all transplant services, requiring extensive knowledge of transplant/oncology medical terms, research, insurance plans, benefits and cost for service.
- Generated high amounts of income for CHOP and Oncology Division, ensuring paid claims and services, as well as seeking out assistance for those who would be unable to pay for services.
- Assisted families in understanding transplant process, financial responsibilities, and acts as support in navigating health care system.
- Acted as trusted patient service adviser, providing extensive support and empathy.
- Collaborated closely with all CHOP personnel, including Social Workers, Physicians, Family Relations, Case Managers, Pharmacists, and Insurance and Billing Liaisons.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Managed the successful transition from in office operations to paper-free work-from-home process during COVID-19 pandemic.
FINANCIAL COUNSELOR
CHILDREN’S HOSPITAL OF PHILADELPHIA
Philadelphia, PA
05.2017 - 04.2019
- Educate and inform families regarding benefit structure, authorization process and extent of financial obligation.
- Act as primary point of contact for clients with benefit and insurance questions.
- Maintained seamless balance with respect to accuracy and efficiency with every transitional project assigned by management.
- Solely responsible for obtaining authorizations for all scheduled visits and elective procedures, requiring extensive knowledge of medical terms and coding, insurance plans, benefits, and cost of services.
- Monitored and assisted with substantial patient volume from initial thorough registration, scheduling and final check out extending beyond various departments.
FINANCIAL COUNSELOR, ONCOLOGY INFUSION
NYU LANGONE MEDICAL CENTER
New York, NY
09.2015 - 06.2016
- Managed mid-size patient/family caseload and responsible for screening patients for financial assistance through NYULMC’s financial assistance program or the extent of liability with the health plan.
- Acted as primary point of contact for patients with insurance and benefit questions.
- Advocated for the patient and liaised between patient, physician, insurance provider and pharmaceutical company.
- Managed sensitive medical and financial documents in accordance with strict HIPAA privacy laws.
- Assessed client financial situation and explored background through one-on-one interview process to determine eligibility for drug replacement and free drug programs offered from pharmaceutical companies.
- Prepared financial assistance and drug replacement applications with timely submission.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
MANAGED CARE COORDINATOR II
HORIZON BLUE CROSS & BLUE SHIELD OF NJ
Mount Laurel, NJ
01.2007 - 09.2015
- Facilitated the initial screenings for precertification requests for various services from physician/members via incoming calls or correspondence based on scripts and workflows, under the oversight of clinical staff
- Performed review of service requests for completeness of information, collection and transfer of non-clinical data and acquisition of structured clinical data from physicians/patients
- Managed over 75 provider calls daily.
- Initiate callbacks and correspondence to members and providers to coordinate and clarify benefits and courses of treatment
- Assists member with locating providers, resolving complaints, and answering questions from obtaining authorization to filing appeals
- Established and maintained effective communication, while delivering accurate and timely information among various interdepartmental levels as well as the patient/families and doctor’s offices
- Maintained comprehensive knowledge of health plan coverage and authorization processes, business, as well as terminology and procedure
- Designated as a mentor/trainer for new employees and presented topics to training classes.
Education
MASTER OF BUSINESS ADMINISTRATION - BUSINESS ADMINISTRATION
Walden University
Minneapolis, MN12.2011
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION
Rowan University
Glassboro, NJ05.2009
Skills
- Financial Needs Assessment
- Administrative Functions
- Insurance Coverage Verification
- Critical Thinking
- Time Management
- Account Management
- Data Entry
- Customer Complaint Resolution
- Call Center Customer Service
- Records Maintenance
- Verbal and Written Communication
- Customer Engagement
- Client Consultations
- Attention to Detail
- Microsoft Office
Timeline
TRANSPLANT INSURANCE SPECIALIST
CHILDREN’S HOSPITAL OF PHILADELPHIA
04.2019 - Current
FINANCIAL COUNSELOR
CHILDREN’S HOSPITAL OF PHILADELPHIA
05.2017 - 04.2019
FINANCIAL COUNSELOR, ONCOLOGY INFUSION
NYU LANGONE MEDICAL CENTER
09.2015 - 06.2016
MANAGED CARE COORDINATOR II
HORIZON BLUE CROSS & BLUE SHIELD OF NJ
01.2007 - 09.2015
MASTER OF BUSINESS ADMINISTRATION - BUSINESS ADMINISTRATION
Walden University
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION
Rowan University