JOSEPH ALEXANDER SWALINA

***** ******* *** *** **, Highland,IN 46322. 816-***-****

WORK EXPERIENCE

R1RCM – AMITA Hospital August 2020 – August 2023

Patient Registration Representative

Obtain insurance verification, authorization, and precertification for physician and hospital services. completing a charge estimate for services, collecting applicable copays and/or deductibles co-insurance, or self-pay portions from patients.

Assesses the need for the need of financial assistance within the organization.

Collect patient demographics, patient health information, physician order documentation, and billing information.

Contact insurances via phone and online insurance payer portals.

Update patient accounts with registration, insurance, demographic, scheduling, and billing data.

Provide superior high volume patient customer service in a fast paced environment.

Training new employees on SOP and flow.

Aerotek/Trialcard October 2019 - January 2020

Support Coordinator – Call Center

Handling inbound and outbound calls regarding multiple medication copay savings programs.

Working directly with a major drug manufacturer to enroll patients into copay savings programs.

Speaking with doctors' offices regarding sales rep inquires, medication costs and programs available.

Effectively use Salesforce to add, locate or update customer information in database.

Speaking with insurance companies on patient's pharmacy benefits to better communicate coverage to patients or to doctors' offices. Reporting patient's medication side effects and adverse events to the drug company.

Assisting coworkers with standard operating procedures for each medication that is handled.

Using my listening skills to be better equipped at pinpointing the issues and getting it solved quickly all while showing the customer they're being treated with kindness and respect.

Using effective tone, pace and enunciation to communicate a situation with everyone involved.

Aetna Rx Home Delivery Mail Order Pharmacy September 2015 - May 2019

Pharmacy Tech II/Learning Consultant

Accurately and efficiently translate prescriptions by reading and applying sig and drug codes into Links operating system that eliminated errors at dispensing.

Communicated with patients to review pharmacy benefits and Medicare Part D medication adherence through STARS program.

Trained in Medicare fraud, waste and abuse.

Was a lead trainer in an in-house customer service Workshop that focused on creating a better customer experience through quality, empathy, sensitivity, trust, and understanding which increased the number and positive feedback customer satisfaction surveys by 36%.

Was promoted to Learning Consultant as a result of execution and creative ability during work-shop.

Designed and Developed curriculum for classroom and virtual environments.

Member of the CQI team (continuous quality improvement) initiative to identify and review and update departmental and companywide processes, guidelines and policies that could be streamlined or improved upon.

Consistently exceeded department productivity and quality standards and goals.

Trained and consistently worked in multiple data entry production queues and patient/doctor tasks.

Walgreens April 2014 - September 2015

Pharmacy Technician

Verify sensitive patient data and billing information.

Correctly Fill, label, price and file prescriptions.

Provide friendly customer service at prescription drop-off/pick-up counter and drive-thru window that resulted in positive experiences for patients.

Communicate directly and professionally using medical terminology with doctors' offices via telephone, fax and email while multitasking.

Efficiently answer multi-line phone system to process a high volume of prescription requests from patients, nurses, doctors and pharmacists.

Calculate drug doses and titrations.

Follow State and Federal record keeping guidelines for legend drugs.

High volume retail pharmacy setting.

EDUCATION

Maple Woods Community College, Kansas City Missouri 2010 General al Development Degree

Ivy Tech Community College

Pre-Nursing studies currently

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