Vera Thompson
Marietta
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
22
22
years of professional experience
Work History
Pre-Registration Coordinator (Remote)
Tufts Medical Center
2019.06 - Current
- Applied HIPPA privacy and security regulations while handling patient information
- Verify demographics and insurance information to register patients in the EPIC system
- Apply knowledge of payer requirements and utilize an online eligibility system EPIC to verify patient coverage and policy limitations
- Assist with updating COVID accounts information for accuracy.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Entered data, generated reports, and produced tracking documents.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Detailed payment options and explained price, receipt and billing details to customers while collecting co-pays and pre-pays on accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Scheduler Call Center Agent (Contracted)
Manet Community Health Center
2018.04 - 2019.06
- Scheduled, reviewed appointments dates, time, location, and provider name with caller following scheduling guidelines
- Trained and supervised employees on office policies and procedures.
- Completed daily logs for management review.
- Obtained and entered up-dated data into Athena Health HER (address, telephone number, name of insurance, or self-pay status)
- Placed case order for medication refills and referrals for specialist
- Registered new patients into the Athena Health system and place them with providers
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
- Utilized scheduling software to its full potential, enabling more accurate and efficient planning.
- Prioritized tasks according to strategic importance, ensuring that critical project milestones were met on time.
- Reduced scheduling errors by introducing rigorous verification processes before finalizing project timelines.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
Receptionist (Contracted)
Turner Construction LLC
2017.08 - 2017.12
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Streamlined invoice processing to ensure timely payments and financial operations.
- Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
- Assisted in event planning and execution, ensuring seamless operation of company functions.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Assisted with the billing department with completing invoices from vendors.
Assistant Program Coordinator
ABCD Financial Futures Initiative
2016.11 - 2017.07
- Scheduled and organized meetings; prepared and distributed appropriate materials for meetings
- Managed case-managers schedules and updated client information using client-track database
- Informed clients of tax options and reviewed documentation for tax preparation readiness
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
- Developed marketing materials to promote program offerings, increasing awareness and participation rates among target audiences.
- Championed program improvement initiatives based on stakeholder feedback, demonstrating adaptability and a commitment to excellence.
- Assisted in the development of grant proposals, securing funding for vital program initiatives.
- Coordinated with multiple departments to ensure seamless execution of events, leading to enhanced operational efficiency.
- Increased participant engagement by tailoring program content to meet diverse community needs.
- Enhanced community outreach by developing and implementing innovative marketing strategies.
- Maintained an organized filing system for confidential documents, ensuring easy access to important information when needed.
- Developed strong relationships with clients and colleagues through excellent interpersonal skills, resulting in increased trust and collaboration.
- Promoted company branding by consistently following corporate guidelines during phone conversations, email correspondence, and in-person interactions with clients.
- Managed and scheduled all appointments for (VITA) and other services provided by the agency.
Operations Fraud Analyst Specialist
Citizens Bank
2014.11 - 2016.10
- Fielded inbound and outbound calls within the Debit & Credit Card Call Center regarding customers that were affected by fraud and updated customer information using banking database software
- Ensured compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast-paced environment
- Processed new credits and debits cards.
- Improved customer satisfaction by promptly addressing and resolving fraud-related inquiries.
- Utilized advanced analytical tools to detect any unusual account activity or patterns indicative of potential fraud attempts.
- Conducted regular audits of existing accounts to ensure compliance with established anti-fraud measures.
- Provided training to colleagues on credit and debit card fraud awareness, contributing to a more secure work environment.
- Consistently met or exceeded departmental goals related to fraud detection and prevention, demonstrating a high level of dedication and expertise in the field.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Enhanced fraud prevention protocols by staying current on industry trends and best practices.
- Evaluated customer data to identify and prevent fraudulent activities.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Improved overall efficiency in fraud analysis by streamlining processes and optimizing tools used for data analysis.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Collaborated with cross-functional teams to develop comprehensive fraud prevention strategies.
- Achieved recognition for exceptional performance in fraud risk management, setting benchmark for peers.
- Identified significant fraud trends through meticulous data analysis, contributing to strategic adjustments in fraud prevention tactics.
- Enhanced accuracy of fraud prediction models by incorporating real-time transaction monitoring.
Security Officer/Concierge
Allied Barton Security Services
2013.10 - 2015.01
- Managed daily inventory report of incoming mail to ensure proper distribution to managers and residential
- Responded to questions and concerns regarding residential and safety policies
- Responded and handled emergency situations appropriately in a timely manner
- Prepared daily and incidents reports for upper management
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
- Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
- Enhanced security measures by staying up-to-date on industry best practices, attending training sessions, and obtaining relevant certifications.
- Reduced incident response times by implementing efficient emergency procedures and collaborating with local law enforcement agencies.
- Ensured proper functioning of security equipment by performing routine inspections, maintenance, and coordinating repairs as needed.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Monitored CCTV cameras and alarm systems for security breaches.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Trained new concierge staff, ensuring consistent high level of service across team.
Office Support Specialist I
Division of Professional Licensure
2012.04 - 2013.05
- Answered general public's questions regarding occupational schools procedure
- Revised documents to ensure conformity with state and federal guidelines
- Managed and reviewed information related to CORI to determine approval instructors
- Managed and reviewed, approved instructors and sales representative's applications
- Managed high volumes of incoming correspondence, prioritizing urgent matters for immediate attention and ensuring proper handling of sensitive information.
- Reduced errors in documentation by diligently proofreading and editing various reports, letters, and memos.
- Provided backup coverage at reception when needed; greeting visitors professionally and directing them accordingly within the organization.
- Maintained strong vendor relationships by negotiating contracts and monitoring performance, ensuring the delivery of high-quality products or services at competitive prices.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Worked on behalf of senior leaders to complete project requirements according to schedules and within budgetary limitations.
- Maintained and optimized manager's calendar and scheduled appointments and meetings and addressed conflicts with adequate time for preparation, follow-up and planning.
- Monitored and managed expenses with allotted budgets and reviewed and approved expense reports.
- Liaised between clients and vendors and maintained effective lines of communication.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Prescribed notification letters for renewal of license and process new and renewal licenses
- Provided administrative support to the investigation staff and attorney's board
- Prepared PR, PB, and DOR tax files
- Retorted to requests for information from the general public, and private attorneys
- Managed and responded to appeals from the courts to retrieve public record case files for hearings.
- Expedited the processing of invoices and expense claims by maintaining an organized tracking system for timely submission to the finance department.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Performed research to collect and record industry data.
- Transcribed and organized information to assist in preparing speeches and presentations.
Liaison Coordinator International Students
Liaison International Inc.
2009.02 - 2011.12
- Assisted with the implementation of a myriad of corporate and departmental policies and procedures
- Assigned purchase order numbers to invoices and requisitions
- Assisted with the RFP initiative, relative to processing formal and informal bids
- Served as liaison between medical schools and international students
- Transcribed data from office records, using specified forms, billing processes and departmental protocols
- Inputted all Accounts Payable information into QuickBooks.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Facilitated seamless communication between internal teams and external partners through the creation of detailed guidelines and procedures.
- Optimized resources allocation by identifying areas of improvement in budget planning and cost control.
- Managed multiple concurrent projects, prioritizing tasks based on urgency and importance for optimal time management.
- Ensured compliance with industry regulations by staying up-to-date on relevant laws, rules, and best practices affecting liaison activities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Student Loan Specialist
American Student Assistance- Higher Education
2002.12 - 2009.01
- Created a myriad of spreadsheets and utilized a number of desktop tools to automate legacy
- Managed a portfolio of debt reconciliation agreements generating 1.25 million dollars in revenue
- Managed loan agreements to ensure that each agreement was in compliance with federal regulations
- Managed accounts and contacted borrowers with delinquent accounts to negotiate repayment plans or full payment
- Functioned with vendors to retrieved borrower information from the Students Automated Record Management System (ARMS)
- Scheduled archive’s pick-up from vendors.
- Liaised closely with other departments such as collections and legal teams when necessary to expedite resolution of problematic accounts.
- Assisted borrowers in selecting suitable repayment plans for their financial situations, optimizing customer satisfaction.
- Regularly reviewed portfolio performance metrics to identify trends and areas for improvement.
- Worked closely with management in developing strategic initiatives aimed at enhancing departmental performance levels over time.
- Implemented effective collection tactics on defaulted loans while maintaining professionalism and empathy towards borrower circumstances.
- Negotiated payment arrangements with borrowers experiencing financial hardship, reducing default rates.
- Managed a portfolio of borrower accounts, ensuring accuracy and up-to-date information.
- Provided exceptional customer service, addressing borrower inquiries and concerns promptly and professionally.
- Collaborated with internal departments to resolve complex borrower issues, enhancing the overall client experience.
- Leveraged data analysis tools to monitor key performance indicators, enabling informed decision-making within the team.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Reduced delinquency rates with proactive communication and timely follow-ups on overdue payments.
Education
Bachelor of Applied Science - Business Management Studies
Cambridge College
Cambridge, MA06.2012
Skills
- Interpersonal Skills
- Customer Data Confidentiality
- Payment Processing
- Call Center Customer Service
- Data Entry
- Building rapport
- Data Analysis
- Proficient in EPIC,Athena,CRM and Huron systems
- Investigation documentation
- Attention to Detail
- Adaptability and Flexibility
- Analytical Skills
- Microsoft Office
Timeline
Pre-Registration Coordinator (Remote)
Tufts Medical Center
2019.06 - Current
Scheduler Call Center Agent (Contracted)
Manet Community Health Center
2018.04 - 2019.06
Receptionist (Contracted)
Turner Construction LLC
2017.08 - 2017.12
Assistant Program Coordinator
ABCD Financial Futures Initiative
2016.11 - 2017.07
Operations Fraud Analyst Specialist
Citizens Bank
2014.11 - 2016.10
Security Officer/Concierge
Allied Barton Security Services
2013.10 - 2015.01
Office Support Specialist I
Division of Professional Licensure
2012.04 - 2013.05
Liaison Coordinator International Students
Liaison International Inc.
2009.02 - 2011.12
Student Loan Specialist
American Student Assistance- Higher Education
2002.12 - 2009.01
Bachelor of Applied Science - Business Management Studies
Cambridge College
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