Ya'Leesa Rufus
Houston,TX
Summary
Dedicated and compassionate Patient Care Coordinator with over 10 years of experience in healthcare, claims management, and customer service. Expertise in effectively coordinating care among patients, providers, and insurers to ensure timely and accurate resolutions. Proficient in managing high-volume inquiries via phone and chat support while delivering empathetic communication and upholding HIPAA compliance. Recognized for exceptional accuracy, professionalism, and the ability to build trust with diverse patient populations.
Overview
7
7
years of professional experience
Work History
Complex Care Chat Senior Representative
UnitedHealth Group
01.2023 - 03.2026
- Managed communication with patients and providers to effectively resolve benefit claim and eligibility challenges.
- Analyzed claim processing procedures and introduced workflow improvements, resulting in a 15% reduction in processing errors.
- Enhanced patient satisfaction through effective communication and compassionate resolution of concerns.
- Monitored compliance with HIPAA standards while staying informed on evolving procedural guidelines.
- Coordinated efforts of cross-functional teams to streamline workflows and elevate service quality.
Field Services Coordinator / Chat Support
Brinks Home Security
11.2021 - 01.2023
- Orchestrated field service appointments and delivered chat-based assistance to ensure timely support for a diverse customer base exceeding 200 individuals weekly.
- Managed resolution of technical and scheduling issues promptly to optimize operational performance.
- Provided exceptional customer support through effective communication in chat and phone interactions.
Mac T1 Advisor / Technical Support
Apple Inc.
04.2019 - 11.2021
- Resolved client macOS/iOS inquiries remotely, contributing to a sustained satisfaction rating above 95%.
- Enhanced client trust by actively listening, showing empathy, and skillfully addressing multifaceted issues.
- Created and maintained internal knowledge articles to facilitate effective communication and precise information sharing.
Education
AS - Business Management
University of Phoenix
01-2026
High School Diploma -
Mesquite High School
Skills
- Patient & Provider Communication
- Claims & Benefits Resolution
- HIPAA Compliance
- Chat & Phone Support
- Care Coordination & Case Documentation
- Conflict Resolution & Empathy
- CRM & Microsoft Office Suite
- Remote Troubleshooting & System Navigation
- Team Collaboration & Leadership
- Customer rapport
- Relationship building
Timeline
Complex Care Chat Senior Representative
UnitedHealth Group
01.2023 - 03.2026
Field Services Coordinator / Chat Support
Brinks Home Security
11.2021 - 01.2023
Mac T1 Advisor / Technical Support
Apple Inc.
04.2019 - 11.2021
AS - Business Management
University of Phoenix
High School Diploma -
Mesquite High School