Angela Smith

• Completed 30-50 Intake Appeals on an average a day.
• Processed and finalized appeals and grievances within agreed-upon turnaround time.
• Remained knowledgeable regarding company policies and procedures and current developments within operational departments.
• Submitted written notification to members and providers.
• Actively participated in quality improvement initiatives aimed at enhancing the overall member experience within the organization''s healthcare services offerings.
• Supported team members in understanding complex regulatory requirements, ensuring compliance with all relevant policies and procedures.
• Increased staff efficiency through comprehensive training programs focused on best practices in appeals and grievances processing.
• Ensured timely submission of required reports to regulatory agencies by diligently monitoring deadlines and maintaining accurate records.
• Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
• Reduced errors in patient data entry with thorough verification processes and attention to detail.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Reviewed customer data to assess current issues and determine potential solutions
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Resolved average of a number of 2 hundred inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume
• Answered 40 + inbound calls per day and directed to designated individuals or departments
• Multitasking with members to get their insurance and payment caught up
• Contacted other areas of thew company to help resolve member issues IE, Pharmacy, Billing, Claims

Cashier, Customer Service Desk

• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
• Managed high call volume with exceptional time management skills, minimizing wait times for customers.

• Assisted along with RN a case load of 200 or more Medicaid Members.
• Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience.
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Worked with RN coordinating care with members
• Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
• Coordinated all levels of care for patients seeking substance abuse treatment
• Worked with Restricted Card members and coordinating care with providers and Pharmacy
• Trained new employees on the operating system
• Self-motivated, with a strong sense of personal responsibility.
• Coordinated care with members and transportation
• Telecommuted from home
• Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.

• Created and implemented policies and procedures for effective pharmacy management
• Worked with over 300 restricted card members coordinating care for insurance
• Worked with RN assisting members with coordination of care with member
• Telecommuting from home
• Trained new employees
• Worked with providers office in coordination of care

• Cleaned and sanitized rooms and equipment using aseptic technique to prevent infection and cross-contamination
• Documented patient intake and dietary requirements and assisted with feeding
• Supported diagnostic and treatment procedures, including setting up and operating specialized medical equipment
• Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status
• Consulted with nurses to develop patient care plans and evaluate treatment options
• Preserved patient dignity and minimized discomfort by carrying out duties such as bedpan changes, diapering and bathing
• Collected specimens, monitored vitals and maximized patient comfort
• Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate
• Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets

• Provided excellent customer service by effectively communicating with patients, families, staff and staff in other hospital departments
• Collected biological specimens and packaged for laboratory transport to complete important diagnostic tests
• Coordinated patient care needs with healthcare team and delivered compassionate assistance with activities of daily living
• Cleaned and sanitized rooms and equipment using aseptic technique to prevent infection and cross-contamination
• Supported healthy patient skin with bedside baths, wound care and integrity checks
• Recorded observations and baseline measurements to maintain accurate medical records
• Documented patient intake and dietary requirements and assisted with feeding
• Promoted patient satisfaction by assisting with daily living needs such as bathing, dressing, toileting and exercising
• Secured qualified assistance for patient emergencies to optimize outcomes
• Monitored and charted fluid intake and output to stay current on patient conditions
• Used hospital devices, including [Type] and [Type] devices to transport and lift patients
• Obtained patient vital signs and reported results to staff nurse or physician to note changes from prior measurements
• Kept unit well-stocked and efficient with necessary medical supplies
• Responded promptly to patient call lights to provide physical and emotional support
• Blood draws and specie man collections