Operations & Medical Accounts Professional - HIPAA & Compliance Expert
Resume:
KANOCKWA HORTON-HANSON
*********@*****.***
Remote Hybrid On-Site
PROFESSIONAL SUMMARY
Operations and Medical Account Professional with experience in legal liaison services, accounts receivable, compliance, and customer operations. Proven record of negotiating multi-million-dollar settlements, managing digital records in HIPAA-regulated environments, improving workflow efficiency, and leading cross-functional teams. Strong background in performance metrics analysis, process optimization, stakeholder communication, and confidential data management.
CORE COMPETENCIES
Legal & Medical Account Negotiation
Accounts Receivable (A/R) & Accounts Payable (A/P)
HIPAA Compliance & Privacy Management
Settlement Coordination & LOP Processing
Operational Process Improvement
Performance Metrics & Data Analysis (Excel)
Customer Service & Conflict Resolution
Cross-Functional Team Leadership
Payroll & Benefits Administration
Digital Records Management
Microsoft Office Suite (Excel, Word, Outlook, Teams)
PROFESSIONAL EXPERIENCE
Government Consumer Operations Agent
Sitel Worldwide (Remote) 10/2025 – Present
Manage high-volume consumer operations inquiries while maintaining compliance standards.
Improve service turnaround times through workflow streamlining and process enhancements.
Analyze operational performance metrics to identify efficiency gaps and implement corrective actions.
Train and onboard new team members on policies, procedures, and quality standards.
Strengthen stakeholder engagement through proactive communication and issue resolution.
Maintain accurate documentation in CRM systems to ensure audit readiness.
Attorney Liaison / Medical Account Representative
Neuroscience & Spine Associates Naples, FL 09/2022 – Present
Negotiated over $3,000,000 in counterclaim settlements.
Coordinated Letters of Protection (LOPs) and managed medical lien documentation.
Managed accounts receivable for depositions and legal consultations.
Reviewed legal documentation to identify settlement opportunities and compliance issues.
Processed subpoenas and maintained HIPAA-compliant patient records.
Conducted A/P research for opposing counsel to support settlement strategy.
Streamlined patient intake and case documentation processes to improve negotiation timelines.
Core Team Leader
Mercedes-Benz Stadium Atlanta, GA 02/2019 – 05/2024
Directed onboarding, training, and performance coaching for frontline staff.
Led recruitment, interviews, and employee development initiatives.
Monitored KPIs and implemented performance improvement strategies.
Resolved employee relations matters to maintain productivity and morale.
Developed operational plans aligned with executive direction.
Security Supervisor
SAFE Atlanta, GA 10/2017 – 05/2024
Supervised up to 100 security personnel per shift.
Enforced access control policies and maintained secure facility operations.
Conducted investigations and documented detailed incident reports.
Coordinated with local law enforcement to resolve security breaches.
Managed scheduling, evaluations, and compliance training.
Monitored CCTV and alarm systems to ensure rapid incident response.
Administrative Assistant
Unifi Service / Delta DGS Atlanta, GA 09/2020 – 09/2022
Managed multi-line phone systems and routed executive communications.
Maintained confidential employee and client records.
Processed payroll, PTO tracking, and benefits documentation.
Performed high-volume data entry with accuracy and audit compliance.
Managed office inventory and vendor coordination.
Area Manager – Community Vaccination Center
FEMA Atlanta, GA 02/2021 – 06/2021
Managed daily operations of state vaccination tracking system (GRITS).
Led team performance reviews and training initiatives.
Coordinated staffing and resource allocation for large-scale operations.
Established performance benchmarks and workflow standards.
EDUCATION
Associate of Science – Electronics Engineering Technologies
Computer Processing Institute Bridgeport, CT
Coursework in Criminology & Profiling
International Open Academy New York, NY
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