YOLONDA WATSON HENDERSON

* ****** ****, **********, **. 23701, 801-***-****

Email: adybls@r.postjobfree.com or

adybls@r.postjobfree.com

Successful Patient/Customer Relations Specialist with 10+ years of experience in large healthcare facilities and multiple professional organizations. My objective is to seek full-time employment which will utilize my education and work experiences.

EXPERIENCE

NOVEMBER 2021-MAY 2023

PATIENT SERVICE COORDINATOR, VOA -VIRGINIA ONCOLOGY ASSOCIATES

• Checks in patients and informs clinical staff of patient arrival.

• Provides and explains paperwork for the patient to complete prior to examination. Collects, proofs for completeness, and files patient forms. Updates demographics and insurance information in the system. Collects co-pays and balances; provides receipt.

• Answers, screens, and responds to routine questions, routes to appropriate personnel, or take thorough messages. Pages clinic personnel as appropriate. Communicates messages in an accurate and timely manner according to procedures.

• Checks patients out after examination. Schedules returning appointments in accordance with physician and/or office guidelines. Provides patients with appointment details such as time, location, directions, instruction sheets, and other details.

• Records patient cancellations and missed appointments; reschedules appointments. Notifies appropriate staff of the cancellation and makes note in patient chart

• Provides general administrative support by filing charts and forms. Maintains lobby area in a neat and orderly manner. Maintains a legible supply of forms and appropriate office supplies required for daily activities.

• Adheres to confidentiality, state, federal, and HIPPA laws and guidelines with regards to patient’s records.

• Other duties as requested or assigned.

APRIL 2021 – November 2021

PAYROLL SUPPORT SPECIALIST, ADP-AUTOMATIC DATA PROCESSING

• Responsible & fully accountable for the payroll & audit function of multiple clients.

• Responsible for scheduling and running the assigned client payrolls by following 2

standard operating procedures.

• Maintains complete, accurate and timely client and employee records based on real time requests.

• Maintains complete and accurate client profile notes as well as processing instructions for each client.

• Balance respective payrolls based on year-end calendar and remit all Third-Party

• Remittances by defined due dates, complete all Year End balancing, filing & respective reporting.

• Utilize all internal tools & defined processes to ensure optimal productivity, service excellence and make recommendations for best practices to customers

• Initiate pre and postproduction calls with clients.

• Performs quarterly & year-end audits including file.

• Answer client calls (dedicated clients, as well as other clients)

• Provide critical and accurate statutory information to clients in the payroll area, such as tax filing. Use the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues.

• Work with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution. NOVEMBER 2020 – APRIL 2021

PATIENT SERVICE COORDINATOR, ANTHEM INC,

• Improves Leverage online resources to validate benefit coverages and effective dates and potentially contact a patient’s insurance company to verify coverage levels, effective dates, and gaps in coverage if unavailable through online resources.

• Maintain knowledge of state or carrier-specific processing rules and collaborate with multiple internal departments to verify OHI leads and analyze requests in combination with current system data to ensure the record is updated accurately.

• Possess excellent customer service and time management skills, with the ability to prioritize a demanding workload while producing a superior quality of work within a specified timeframe.

• Comply with OHI Cost Containment departmental internal controls, policies and procedures, Anthem’s Compliance Policy, and Code of Ethics. JULY 2020 – NOVEMBER 2020

CUSTOMER SERVICE ADVOCATE, CONDUENT

• Improves participant decision-making process by advising participants on plan provisions in two or more of the following areas: health and welfare plans, retirement plans, employee development, payroll, and other HR programs. 3

• Responds to client specific inquiries through multi-channel, i.e., including telephone and web correspondence.

• Completes transaction(s) related to the customer’s inquiry with limited supervision while meeting timeliness and accuracy standards.

• Documents call by creating detailed notes in the case management system.

• Completes callbacks in a timely manner and escalating as appropriate.

• Adheres to call center metrics and guidelines within established procedures.

• Explains the appropriate participant forms and provides guidance on comp JANUARY 2019 - MAY 2020

BEHAVIORAL HEALTH TECHNICIAN, SAFE HARBOR BEHAVIORAL HEALTHCARE

• Supervise the attendance of patients daily clinical groups and individual sessions.

• Facilitate the self-administration of medication for all applicable patients.

• Facilitate Clinical or 12-step groups on an as needed basis.

• Maintain a constant presence with patients while conducting a day-to-day activity in and around the residential unit.

• Maintained the cleanliness of the residential facility.

• Acclimate new patients to all facility rules, expectations, and accommodations, monitor patient adherence to the rules and regulations.

AUGUST 2018 – JANUARY 2019

OPEN ENROLLMENT FOR NEW PATIENTS, ANTHEM CONTRACT

• Verified insurance coverage computed patient’s benefits and compiled itemized physician bills.

• Typed data on insurance assignment forms.

• Medical records filing.

• Provide quality service and customer satisfaction through accurate entry of data and communication to internal and external customers.

• Responsible for the intake of initial patient referrals, authorizations, and precertification’s.

MAY 2017 - MAY 2018

CUSTOMER SERVICE SPECIALIST, APRIA HEALTHCARE

• Serviced at home patients, providing home respiratory services and select medical equipment to help them sleep better, breathe better, heal faster, and thrive longer.

• Assessed patient needs, promoted company products, services while providing information on equipment supplies, and services.

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• Resolved patient/customer complaints, utilizing prescribed workflows, tools, and resources.

JUNE 2015 - MAY 2017

PATIENT SERVICE REPRESENTATIVE, INTERMOUNTAIN HEALTHCARE

• Assure billing accuracy through application established workflow process within the Revenue Cycle Organization.

• Perform daily bill processing edits and prepare charges for payer submission.

• Review and completed aging reports for accurate and timely insurance processing and payments.

• Maintained process and compliance regulation integrity by assuring claims met all prescribed standards and compliance regulations while submitting claims and data to insurance carriers as well as secondary insurance.

• Collaborate with other hospital departments to resolve billing errors in a timely manner. Performed account analysis for claim acceptance, rejection, or denied claims from carriers to ensure proper insurance payments.

FEBRUARY 2008 – MAY 2015

ACCOUNT MANAGER, DISCOVER FINANCIAL SERVICES

• Responsible for addressing customer inquiries and resolving disputes related to credit card accounts and transactions, products, balance transfers, services, fees, billing errors, payments as well as any other Cardholder related request.

• Utilized brand strategies while fully engaging Cardholders, branded sales, listening and negotiation techniques to actively identify opportunities to foster customer satisfaction, increased card usage, provide services, offer fee products/benefits, resulting in beneficial experience for Cardholders.

Education

MAY 2020 – PRESENT

BACHELOR OF SCIIENCE HEALTH & HUMAN SERVICES

BRYAN & STRATTON UNIVERSITY, VIRGINIA BEACH, VA

MAY 1992 – MAY 1995

COMPUTER MGMT INFORMATION SYSTEMS

NORFOLK STATE UNIVERSITY, NORFOLK, VA

HIGH SCHOOL DIPLOMA, GENERAL STUDIES

MANOR HIGH SCHOOL, PORTSMOUTH, VA

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CERTIFICATION

MEDICATION MANAGEMENT CERTIFICATION

CPR/FIRST AID/AED, AMERICAND RED CROSS

SKILLS

• Billing, Insurance and Collections

• Patient focused care

• Strong work ethics

• Office management

• Team player/Positive Attitude

• Exercises good judgment

• Leadership Skills

• Medical Billing Software

References available upon request

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