Patient Care Representative

**** ******* ***., *** *, BAKER, US, ***** • **********@*****.*** • 225-***-****

ALLISON SMITH

Patient Care Representative

PROFESSIONAL SUMMARY

Patient Care Representative with over 6 years of experience in clinical support and case management, adept in leveraging Microsoft Office for optimizing patient outcomes. Demonstrates strong interpersonal skills and problem-solving abilities, enhancing service delivery in healthcare settings through effective collaboration and attention to detail. Committed to advancing patient advocacy and satisfaction by employing critical thinking and empathy.

EMPLOYMENT HISTORY

ELIGIBILITY SPECIALISTNov 2024 - Jan 2025

Tidal BasinUtica, NY

Verify client eligibility, ensuring compliance and trust

Resolve documentation issues, enhancing data integrity

Implement digital tracking, reducing response times

Collaborate with teams, improving service outcomes

Partnered with cross-functional teams to address documentation issues, achieving enhanced data precision and operational effectiveness.

Streamlined eligibility processes, leading to substantial improvements in service efficiency and better client engagement.

Fostered a client-centered approach by simplifying processes, which improved overall communication and strengthened client relationships.

Verified client eligibility to ensure compliance, boosting trust and satisfaction while minimizing errors in documentation.

Implemented digital tracking systems, significantly reducing response times and enhancing overall data accuracy.

Collaborated with cross-functional teams to address documentation issues, resulting in improved data integrity and streamlined operations.

CASE MANAGERMay 2022 - Nov 2024

Tidal BasinBaton Rouge, LA

Conduct client assessments, tailoring plans for enhanced satisfaction and outcomes.

Coordinate teams for decision-making, boosting service effectiveness.

Execute crisis interventions with empathy, ensuring well-being and program goals.

Executed crisis interventions with a focus on empathy, achieving program objectives and fostering a supportive environment for clients.

Conducted comprehensive client assessments, crafting personalized plans that significantly enhanced client satisfaction and overall outcomes.

Coordinated multidisciplinary teams to streamline decision-making processes, resulting in improved service delivery and client engagement.

Implemented crisis intervention strategies with a compassionate approach, ensuring client well-being and achieving program objectives.

Analyzed client feedback and service metrics to identify areas for improvement, leading to measurable enhancements in program effectiveness.

Fostered strong relationships with clients and stakeholders, promoting a collaborative environment that supported shared goals and successful outcomes.

CASE MANAGERJan 2022 - May 2022

CSRS, Inc.Baton Rouge, LA

Reviewed applications for compliance, reducing delays and boosting efficiency.

Resolved disbursement issues, enhancing client satisfaction.

Implemented case tracking, improving response times.

Partnered with agencies to expand resources, enhancing support.

Designed training programs, fostering collaboration.

Evaluated case files to ensure compliance, leading to substantial improvements in processing efficiency and reduced delays.

Resolved disbursement issues by enhancing communication channels, resulting in marked gains in client satisfaction.

Partnered with external agencies to broaden resource availability, significantly improving client support and service delivery.

Developed and implemented case tracking systems, improving response times and contributing to overall client satisfaction.

Fostered a collaborative environment by designing training programs, ensuring consistent service quality across the team.

Streamlined case evaluation processes, achieving noticeable gains in processing speed and enhancing overall service delivery.

PATIENT CARE REPRESENTATIVEJul 2021 - Oct 2021

AsembiaFlorham Park, NJ

Verified insurance, ensuring accurate patient access and reduced wait times

Coordinated with staff for seamless communication, enhancing patient care

Analyzed data to identify service gaps, improving education initiatives

Streamlined intake processes, resulting in measurable improvements

Enhanced adherence through targeted educational programs

Verified insurance claims with precision, ensuring timely access to services and enhancing patient satisfaction.

Coordinated with healthcare staff to improve communication, leading to a more efficient intake process and reduced patient wait times.

Maintained accurate patient records to support compliance, contributing to improved service quality and adherence to regulations.

Analyzed patient feedback and service data, identifying gaps in care and driving initiatives for measurable improvements.

Fostered a welcoming environment for patients, enhancing their experience and promoting a culture of empathy and understanding.

Fostered a welcoming environment for patients, enhancing their experience and promoting a culture of empathy and understanding.

CUSTOMER SERVICE REPRESENTATIVENov 2020 - Mar 2021

Everise/HumanaBaton Rouge, LA

Managed high call volumes, enhancing satisfaction through clear communication.

Implemented feedback loop, boosting client retention and service quality.

Streamlined billing, reducing errors and speeding up payment cycles.

Developed a comprehensive knowledge base, enhancing first-contact resolution rates and empowering agents with quick access to information.

Analyzed customer feedback trends to implement targeted improvements, leading to measurable enhancements in service quality and client retention.

Orchestrated training sessions on new service protocols, resulting in heightened agent performance and increased first-call resolution rates.

Cultivated a positive team environment, enhancing morale and encouraging collaboration among staff for improved service delivery.

Enhanced customer onboarding processes, leading to noticeable improvements in client satisfaction and reduced resolution time.

Identified key customer pain points through detailed analysis, enabling targeted solutions that strengthened client loyalty and service efficiency.

UNIT SECRETARYMar 2020 - Sep 2020

Ochsner Medical CenterBaton Rouge, LA

Scheduled appointments, reducing wait times, improving patient satisfaction

Ensured compliance in patient records, enhancing operational efficiency

Coordinated admissions, optimizing patient care delivery

Managed inventory, preventing shortages, minimizing costs

Provided compassionate support, creating a welcoming environment

Maintained meticulous patient records, ensuring compliance and accuracy while supporting superior patient care standards.

Provided compassionate assistance to patients and families, creating a supportive environment that enhanced overall patient experience.

Streamlined appointment scheduling processes, significantly reducing wait times and enhancing overall patient satisfaction.

Monitored compliance in patient records, leading to improved operational efficiency and reduced errors in documentation.

Coordinated patient admissions with healthcare teams, ensuring timely care delivery and optimizing resource allocation.

Provided compassionate assistance to patients and families, fostering a welcoming environment that enhanced the patient experience.

SR. CO-ORDINATOR-OPERATIONS/DATA ANALYSTSJan 2020 - Dec 2020

VDart/AT&TDallas, TX

Analyzed data to enhance decision-making and cross-department efficiency.

Improved workflows by streamlining logistics through sales data analysis.

Managed sensitive data to ensure compliance and maintain standards.

Led implementation of a new data reporting system to boost collaboration.

Shared insights to promote teamwork and enhance team performance.

Enhanced operational workflows by analyzing logistics data, resulting in noticeable improvements in process efficiency across departments.

Developed comprehensive data models to inform strategic decisions, leading to measurable gains in project outcomes and resource allocation.

Orchestrated cross-functional workshops to align team objectives, fostering a culture of shared accountability and improved performance.

Maintained rigorous data integrity standards while managing sensitive information, ensuring compliance with corporate guidelines.

Promoted a collaborative environment by sharing analytical insights, enhancing team dynamics and overall productivity.

Streamlined data reporting processes to enhance efficiency, resulting in improved collaboration and faster decision-making across departments.

DATA ENTRY/ADMINISTRATIVEApr 2019 - Oct 2019

AT&T/Metasys Technologies Inc.Duluth, GA

Ensured contract compliance, enhancing client satisfaction and operational efficiency.

Managed billing queries, maintaining accurate invoicing and resolving discrepancies.

Analyzed billing issues, achieving higher invoicing precision and reducing errors.

Led data entry projects, improving record accuracy and data integrity.

Coordinated with departments, streamlining processes and fostering collaboration.

Implemented a new data entry protocol, significantly reducing errors and enhancing overall data integrity across the organization.

Evaluated billing discrepancies, leading to improved invoicing accuracy and a reduction in client disputes.

Maintained comprehensive records and executed regular audits, ensuring compliance with internal standards and client contracts.

Partnered with cross-functional teams to identify process inefficiencies, resulting in streamlined workflows and faster response times.

Fostered a positive team environment by mentoring new staff on data entry best practices, promoting a culture of continuous improvement.

Streamlined data entry processes, leading to noticeable gains in accuracy and efficiency across operational workflows.

EDUCATION

BACHELOR OF ARTS IN POLITICAL SCIENCEAug 1992 - May 1995

Southern UniversityBaton Rouge, LA

MBA IN BUSINESS / HEALTH CARE ADMINISTRATIONAug 2009 - Dec 2009

University of PhoenixPhoenix, AZ

ASSOCIATE OF NURSINGAug 2019 - Dec 2020

BRCCBaton Rouge, LA

MASTER OF SOCIAL WORKJan 2024 - Dec 2024

Capella UniversityMinneapolis, MN

SKILLS

Healthcare Environment, Call Center Experience, Home Infusion Experience, Durable Medical Equipment, Patient Advocacy, Empathy, Attention To Detail, Time Management, Adaptability, Problem Solving, Critical Thinking, Communication Skills, Microsoft Office, Data Entry, Customer Service, Data Analysis, Crisis Management, Team Coordination, Relationship Building, Client Assessment.

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