AMANI ALEXANDER
St Louis,MO
Summary
Detail-oriented 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
3
3
years of professional experience
Work History
Patient Service Specialist
CCS Medical
03.2023 - 04.2024
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Enhanced clinic workflow by managing patient records and ensuring accurate documentation of medical histories.
- Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
- Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
- Conducted regular audits of patient charts to identify discrepancies or missing information, contributing to the overall quality improvement efforts within the clinic setting.
- Expedited referral processing for specialist visits as needed, ensuring seamless transitions for patients seeking additional care options outside of the primary practice setting.
- Supported clinical staff during peak hours by assisting with room setup, light housekeeping duties, and supply inventory management.
- Collaborated with interdisciplinary teams to coordinate care plans and improve overall patient outcomes.
CUSTOMER SERVICE REPRESENTATIVE
Anthem
10.2021 - 01.2023
- Using medical terminology, anatomy, and physiology, legal aspects of health information
- Performs special projects and other duties as assigned
- Proactively resolving members' and/or providers' questions and concerns using computer-based resources to find answers
- Guide members and providers with their healthcare need by explaining benefits, solving claim concerns, and helping find a doctor via telephone calls
- Handles high volume of incoming calls from members (between 80-100 per day), while upholding customer commitment of answering in 60 seconds or less
- Exercise sound judgment while handling highly sensitive and confidential information (HIPAA trained).
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
CASHIER/CLERK
Schuncks
01.2021 - 09.2021
- Processed sales transactions
- Using strong critical thinking, time management, and organizational skills
- Overcome customer objections to persuade them to make a purchase
- Checked delivered items against the packing slip to ensure accuracy
- Answered store telephones, assisted callers, and/or transferred calls to appropriate departments
- Addressed and resolves customer issues and concerns using resource material
- Effectively troubleshooting computers while focusing on solutions while systems were down
- Guiding customers through applications to access profiles for sales and discounts.
Education
High School Diploma -
Hazelwood East High
08.2020
Skills
- Customer Service
- Medical terminology, anatomy and physiology, legal aspects of health information
- Critical thinking, organizational and time management
- Troubleshooting computer systems
- Oral, written, and interpersonal communication skills
- Reading, understanding, and applying state/federal laws, regulations, and policies
- Microsoft Excel/Spreadsheets
- CSM/Oracle/Gladly/Citrix/EHR
- Appointment Scheduling
- Patient confidentiality
- Healthcare Systems Knowledge
- Insurance Verification
- HIPAA Compliance
Timeline
Patient Service Specialist
CCS Medical
03.2023 - 04.2024
CUSTOMER SERVICE REPRESENTATIVE
Anthem
10.2021 - 01.2023
CASHIER/CLERK
Schuncks
01.2021 - 09.2021
High School Diploma -
Hazelwood East High