Call Center Patient Care

TWANNA TAYLOR-STEEN

*** **** **** ****, ** ***** 601-***-**** ***************@*****.***

PROFESSIONAL PROFILE

Customer service-oriented professional with 5+ years of combined call center, patient care, and healthcare industry experience. Accustomed to working in environments where accuracy and accountability are essential. Consistently model and inspire high levels of integrity. Follow policies, procedures, and guidelines to assure consistent quality.

Strong written, verbal and interpersonal skills for effective communication and documentation.

Adapt to new challenges and ideas and able to develop relationships with diverse populations.

Attention to detail needed to maintain high levels of accuracy.

KEY QUALIFICATIONS

Medical Billing Medical Coding ICD-10-CM HCPCS CPT HIPAA Compliance Medical Terminology

Electronic Health Records (EHR) Electronic Medical Records (EMR)

Anatomy & Physiology Medicare Medicaid

WORK EXPERIENCE

Private Duty Care – Lena, MS 10/2016 – Present

Caregiver

Provide bedside and personal care, such as ambulation and personal hygiene assistance.

Administer medication and arrange transportation to and from medical appointments.

Document services provided, patient condition, and changes in patient behavior.

Maintain a clean and secure home environment.

Quest Diagnostics – Remote 07/2024 – 03/2025

Client Service Representative

Responded to incoming customer inquiries, requests and complaints competently and courteously.

Documented services and maintained accurate records of assistance provided associated with handling of calls.

Scheduled patient appointments.

Reported laboratory results to clients and patients using established protocols.

Alorica United Healthcare – Lena, MS 03/2023 – 03/2024

Customer Experience Agent

Answered inbound calls from members and providers to aid with account questions or concerns.

Verified patient demographic and insurance information and scheduled appointments.

Provided medication cost, monitored and updated claim status related to appeals, denials, and approvals.

Reviewed and verified ICD-10 and CPT codes.

Assisted Medicare and Medicaid members with enrollment tasks.

Facilitated transportation to and from medical facilities and pharmacies as necessary.

Maintained compliance with HIPAA and company policies and procedures concerning patient confidentiality.

Met key performance indicators (KPI's) such as productivity and quality assurance metrics.

Beacon Hill Staffing – Lena, MS 04/2022 – 11/2022

ERAP Housing Specialist (Remote) / Customer Service – Call Center

Handled incoming and outgoing phone calls and manage an assigned caseload of HCV participants.

Determined housing assistance payment and tenant rent calculation.

Educated participants on program requirements and family obligations.

Resolved concerns between owners, tenants, and the Public Housing Authority (PHA)

Processed transactions accurately and followed PHA’s administrative plan, HUD regulations, and additional state and local requirements.

Maintained accurate and complete applicant files.

Entered data and utilized Microsoft Office Applications such as Word, Excel, Outlook, and MS Teams.

Konnect Resources – Lena, MS 06/2021 – 01/2022

HRA Outreach Consultant (Remote) – Call Center

Coordinated and scheduled health risk assessments.

Handled inbound and outbound phone calls and received and responded to correspondence while following procedures and policies.

Confirmed client and patient eligibility concerning Medicare and Medicaid benefits.

Met key performance indicators (KPI's) such as productivity and QA scores.

Ensured strict adherence to confidentiality guidelines as outlined in HIPAA.

Grace and Mercy – Clinton, MS 05/2018 – 12/2020

Personal Care Assistant

Traveled to client homes to provide care and companionship.

Completed light housekeeping duties and provided medication reminders.

Facilitated activities and provided transportation.

Loving Health Care – Jackson, MS 04/2018 – 07/2019

Personal Care Aide

Maintained a safe, secure, and healthy environment.

Assisted with activities of daily living – personal hygiene, mobility and feeding.

Provided transportation to doctor appointments and ran additional errands.

Public Employee Retirement System of MS – Jackson, MS 05/1999 – 05/2017

PERS-Account Analyst

Ensured clients were eligible for retirement and ensured retirement documents were completed.

Prepared accurate estimates and explained payout options for clients and members.

Assisted in person and via telephone in completing and filing claims for service, disability, and survivor benefits.

Provided information in person and by telephone regarding specific statutory provisions, rules and regulations governing benefits under various retirement plans and payment options.

Audited and reconciled members’ wages, contributions, and service credit reported for all periods of employment.

Responded to correspondence and processed insurance premiums, direct deposits, monthly checks, tax deductions, notifications of death, address change, and no-receipt of monthly benefits.

EDUCATION

Ultimate Medical Academy Diploma – Medical Billing and Coding, 2020

TECHNOLOGY

Microsoft Office Applications – Word, Excel, Outlook, and PowerPoint; Type 37 WPM with 100% accuracy

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