DEXTER DARJEAN JR

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PROFESSIONAL SUMMARY

Capable 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.

SKILLS

Patient Correspondence

Verbal and Written Communication

Customer Experience

Patient Issue Resolution

Computerized Maintenance Management

Systems

Medicare Knowledge

Patient Privacy

Technical Assistance

Reviewing Patient Information

Operational Requirements

Customer Care

Patient Information Management

Patient Rights

Client Relations Skills

Call Control

Proactive Problem-Solving

Eligibility Determinations

Customer Inquiries

Payment Processing

Patient Advising

HIPAA Guidelines

Accounts Payable and Accounts Receivable

Multi-Line Telephone Systems

Claims Handling and Coverage Verification

Clerical and Filing Support

WORK HISTORY

06/2023 - Current

Senior Complex Care Advocate

United Health Group/ Optum - Houston, TX

Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.

Contacted third-party payors to obtain and confirm authorization for services and communicated necessary related clinical information.

Prepared documents and reports for clinical reviews and discharge plans. Documented activities and progress in electronic medical record per defined policy and procedures. Entered timely and accurate data into electronic medical records to communicate member needs. Responded to patient concerns and questions with compassionate and knowledgeable service. Houston, TX 77047 346-***-**** ad3nam@r.postjobfree.com Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.

Collaborated with healthcare professionals to facilitate high-quality comprehensive care. Advocated for patient rights and provided representation in court. Answered incoming calls, scheduled appointments and filed medical records. Helped meet changing demands by recommending improvements to business systems or procedures. Gathered, organized and input information into digital database. Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Conducted regular reviews of operations and identified areas for improvement. Supported creation of detailed, technical financial models to value potential acquisition targets. Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making. Maintained database systems to track and analyze operational data. Generated reports detailing findings and recommendations. 09/2022 - 06/2023

Member Advocate

Untied Health Group/United Health Care - Houston, TX Worked effectively with staff from all departments to coordinate resolutions. Responded to patient concerns and questions with compassionate and knowledgeable service. Facilitated communication between patients, families and healthcare providers to support comprehension. Assisted patients in navigating complex healthcare systems and procedures to reduce emotional strain. Monitored patient progress and provided emotional support. Obtained payments from patients and scanned identification and insurance cards. Prepared and processed patient referrals and transfer requests. Completed administrative patient intakes with case histories, insurance information and mandated forms. Processed medical insurance claims and payments.

Organized and maintained patient chart filing system to promote quick data finding for staff. 06/2017 - 09/2022

Team Lead

Sutherland Global Services - Remote, Tx

Trained new team members by relaying information on company procedures and safety requirements. Coached team members in techniques necessary to complete job tasks. Worked different stations to provide optimal coverage and meet production goals. Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills. Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

Managed schedules, accepted time off requests and found coverage for short shifts. Developed monthly and daily production output plans to deliver on customer service and financial metrics. Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Supervised team members to confirm compliance with set procedures and quality requirements. Established open and professional relationships with team members to achieve quick resolutions for various issues.

Worked with team to identify areas of improvement and devised solutions based on findings. Promoted high standerds through personal example to help each member understand expected behavious and standards.

Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism. Assisted in recruitment of new team members, hiring highest qualified to build team of top performers. Educated staff on organizational mission and goals to help employees achieve success. Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Supported creation of detailed, technical financial models to value potential acquisition targets. 09/2016 - 12/2016

Customer Service Agent

Alorica - Remote, Tx

Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Responded to customer calls and emails to answer questions about products and services. Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.

Adapted to new applications and maintained knowledge of current technologies. Educated clients on account services and resolved client inquiries regarding statement information and account balances.

Sought out extra training opportunities to enhance customer relationship management abilities. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered constant flow of customer calls with minimal wait times. Participated in team meetings and training sessions to stay informed about product updates and changes. Utilized customer service software to manage interactions and track customer satisfaction. Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Increased efficiency and performance by monitoring team member productivity and providing feedback. Resolved associate, tool and service delivery issues revealed by statistical reports. Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

EDUCATION

M

Cadet Training Academy

Prairie View A&M Leadership School 2014

Lamar Institue of Technology 2010

Thurgood Marshall High School, Tarrant County College 2008 ACCOMPLISHMENTS

Certifications:- TWIC Card

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