Zandra Baker
Bartow
Summary
Quality outreach coordinator with expertise in HIPAA compliance and effective communication. Demonstrated success in member outreach and insurance verification, leading to improved patient engagement and satisfaction. Skilled in multitasking within fast-paced environments, ensuring accurate data entry and prompt resolution of inquiries. Dedicated to providing exceptional service and support.
Overview
24
24
years of professional experience
Work History
Quality Outreach Coordinator
Centene Corporation
07.2022 - 01.2026
- Coordinated care management support by conducting member outreach through phone to promote engagement, continuity of care, and satisfaction. Assisted with implementing and updating care and service plans by collaborating with care managers, providers, and community resources, while addressing member needs and concerns. Documented assessments, maintained compliant records, and educated members on available benefits and resources.
- Coordinated communication between patients and healthcare providers effectively.
- Educated patients on insurance benefits and coverage options to increase understanding and access to services.
- Resolved patient complaints by delivering timely, accurate information to ensure positive experiences.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Assisted in checking patients' insurance eligibility prior to their appointment.
- Documented patient interactions in electronic health record systems accurately.
- Adhered to HIPAA regulations when handling confidential patient information.
- Managed multiple tasks while maintaining high-quality service standards.
- Collaborated with team members to share best practices and solutions.
- Participated in weekly team meetings to discuss progress towards goals set by management team.
Patient Access Representative
Advent Health
01.2020 - 07.2022
- Executed pre-registration functions, verifying demographic information, obtaining authorizations, and collecting deposits and co-payments to streamline patient intake process.
- Collected and verified patient information and insurance coverage to ensure accurate records and facilitate seamless service.
- Guided patients through admissions process by screening for insurance eligibility, preparing information for clinical staff, and addressing patient inquiries to enhance overall experience.
- Scheduled appointments and coordinated with various departments for patient needs.
- Provided support during check-in and check-out processes for smooth operations.
- Created new patient accounts in EMR system.
- Digitized documents for electronic medical records system to ensure accurate and accessible patient information.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
Mental Health Shift Leader
Peace River Center
11.2013 - 09.2019
- Supervises a variety of patient care duties involving management and care of mentally ill clients; assists in evaluation of staff and program needs. Participates in establishing clinical standards, inputs on unit issues.
- Monitored client activities and documented behavioral observations accurately.
- Supervised daily operations and ensured adherence to safety protocols.
- Delegated tasks to employees and monitored activities and task completion.
- Organized work environment by effectively delegating tasks to staff, ensuring smooth daily operations.
- Trained new employees on company procedures and best practices.
- Monitored employee performance to ensure adherence to company policies and fostered a compliant work environment.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Resolved customer complaints promptly and professionally.
Claim Professional, Workers Compensation
Bunch & Associates
05.2005 - 11.2008
- Assigned diagnosis and procedural codes using ICD-9 CM coding systems to determine status of workers compensation claims and evaluate evidence for positive client outcomes.
- Reviewed medical records to ensure accurate coding and billing compliance, supporting regulatory adherence.
- Processed insurance claims through coding software and electronic health records, contributing to streamlined claim management.
- Researched denied claims to determine the cause of denial and corrected errors.
- Maintained patient confidentiality while handling sensitive medical information.
- Provided customer service support via phone or email regarding account balances or other inquiries related to billing issues.
- Verified patient information, including medical history and insurance coverage, to ensure accuracy of coding and billing.
Customer Service Agent
Sykes
04.2002 - 05.2005
- Delivered excellent customer service by efficiently processing orders, addressing inquiries on pricing, products, and scheduling, and coordinating with departments to resolve issues.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer complaints through effective communication and problem-solving.
- Collaborated with team members to streamline service delivery processes, enhancing overall customer experience.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Maintained strong call control and quickly worked through scripts to address problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Provided technical support over the phone.
- Monitored customer feedback through surveys and quality assurance methods to identify areas for service improvement.
Education
High School Diploma -
Fort Meade High School
Fort Meade06-1998
Skills
- Expert knowledge of HIPPA compliance and patient confidentiality regulations
- Microsoft Office Suite (Microsoft Word, Microsoft Excel, Microsoft Outlook/Email, Microsoft Teams, Office 365 Efficient)
- Self-management in remote environments
- Multi-tasker in fast-paced setting
- Time management and deadline driven adherence
- Member outreach
- Insurance verification/prior authorization processing
- Data entry accuracy
- Problem solving and critical thinking
- Effective communication
- Appointment scheduling
- Active listening
- Strong written and verbal communication
- Typing speed 40-60 WPM
Details - Location
Bartow, FL
Timeline
Quality Outreach Coordinator
Centene Corporation
07.2022 - 01.2026
Patient Access Representative
Advent Health
01.2020 - 07.2022
Mental Health Shift Leader
Peace River Center
11.2013 - 09.2019
Claim Professional, Workers Compensation
Bunch & Associates
05.2005 - 11.2008
Customer Service Agent
Sykes
04.2002 - 05.2005
High School Diploma -
Fort Meade High School