Patient Care Customer Service

Sabrina Hollins

************@*****.*** 773-***-**** Chicago, IL

Summary

Experienced professional with 18 years in healthcare and customer service seeking a Remote role. Proven expertise as a Remote Call Center Supervisor, enhancing team efficiency and compliance. Skilled in patient relations, administrative supervision, and interdepartmental collaboration, with a strong focus on HIPAA compliance and case management. Work Experience

Senior Patient Care Rep Chicago IL Remote Sep 2024 - Present

• Provided service resolutions within targeted service levels, serving as the first line of contact for escalated issues.

• Aimed to achieve first call resolution for all inbound inquiries, enhancing customer satisfaction.

• Interacted with members, providers, and various caller types via multiple communication channels while managing data entry tasks efficiently.

• Navigated and comprehended all elements of relevant health systems and partnering systems applicable to business operations.

• Delivered timely and accurate information to callers and collaborated with team members and departments to ensure effective and compliant resolutions.

• Understood and applied CMS guidelines across various business areas, including membership, provider partnerships, marketing, enrollment/disenrollment, and claims.

• Advised callers on onboarding processes, coverage details, and benefits to ensure clear communication and understanding.

• Managed additional responsibilities as needed to support team objectives and enhance operational efficiency. Independence Plus

Patient Care Coordinator Oak Brook, IL Jun 2023 - Sep 2024

• Greet and assist patients with check-in procedures, ensuring a smooth and welcoming experience.

• Verify patient insurance eligibility and accurately enter patient information into the system.

• Facilitate communication between patients and various departments to enhance care coordination and support.

• Monitor inventory levels of medical supplies, placing orders to prevent shortages and ensure continuous patient care. Lincare Home Home Medical Equipment

Patient Care Coordinator Chicago, IL Sep 2020 - Jun 2023

• Assisted patients with check-in procedures and served as the primary contact for patients, doctors, and hospital staff, ensuring seamless communication.

• Maintained and safeguarded patient confidentiality by adhering to regulatory compliance guidelines and confidentiality requirements.

• Verified insurance eligibility and facilitated communication with insurance companies to confirm coverage and secure necessary authorizations for medical treatments and procedures.

• Coordinated patient care by referring to specialists as needed, arranging transportation for medical appointments, and providing support to families during critical healthcare decisions. Illinois Department Employment Security

Remote Call Center Supervisor Chicago, IL May 2019 - Sep 2021

• Provided leadership and guidance to the sales team, increasing first-call resolution rates by equipping agents with comprehensive product and service knowledge.

• Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.

• Optimized resource allocation by accurately forecasting call volumes and staffing needs based on historical trends. Advocate Medical Center

Patient Access Specialist Rosemont, IL Oct 2018 - May 2019

• Delivered exceptional customer service by efficiently addressing patient inquiries and resolving billing issues in accordance with established guidelines.

• Utilized expertise in electronic medical record systems and medical terminology to perform diverse data entry tasks and facilitate accurate patient referrals using the EPIC system.

• Ensured the security of patient information and medical records by adhering to HIPAA privacy rule standards. Orkin Pest Control

Administrative Assistant Broadview, IL Aug 2017 - Dec 2018

• Managed mail and package distribution, ensuring timely delivery and accurate record-keeping.

• Coordinated office meetings and client appointments, optimizing scheduling efficiency for staff teams.

• Developed and maintained spreadsheets and databases for performance and sales data analysis, enhancing reporting accuracy.

ERS

Collection Team Leader Oak Brook, IL Aug 2011 - Nov 2017

• Managed customer communications to negotiate payment plans and collect outstanding balances, effectively utilizing CRM systems for account updates.

• Composed detailed accounting reports summarizing accounts payable data, aiding in financial oversight and decision-making.

• Collaborated with legal and recovery teams to address and resolve account defaults, utilizing credit history evaluations as necessary.

• Supervised a team of collectors, ensuring adherence to established procedures and maintaining professional communication standards.

Education

City Colleges of Chicago-Malcolm X College

Master of Health Science, Business Administration and Management Chicago, IL Skills

Patient Relations, Interdepartmental Collaboration, Administrative Supervision, Team Leadership, HIPAA Compliance, Case Management, Reliability and Dedication, Document Filing, Collections Management, Patient Assessment, Database Search and Data Entry, Punctual and Hardworking, Schedule Coordination, Payment Collection, Multi-Line Telephone Systems, Database Coordination, Invoice Verification, Monitoring Tools, Insurance Verification, Proficient in Software, Medical Terminology, Insurance Forms Processing, Customer Service, Care Planning, Patient Intake, Outbound Calling, Patient Care, Appointment Scheduling

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