Skilled Professional
Resume:
Winston Salem, NC ****7
***********@*****.***
FELICIA A. BALDWIN-LUCAS MDIV, MBA
OBJECTIVE
Make use of and put to use the training, experience, and practical knowledge I have acquired during my professional career. This will entail representing a developing company and having the chance to keep learning new, cutting-edge techniques and methods to help clients, patients, or customers in need.
SKILLS & ABILITIES
NC FAST, Microsoft Word Teams, Five9, Oracle, Excel, PeopleSoft, and ServiceNow J.D. Edwards Jenzabar Peachtree, PowerPoint, SAP, Great Plains, Connect, Windows, and Quick Path Salesforce, Sharepoint, Outlook, multitasking, attentive listening, Empathy, fulfill deadlines and SLAs, adaptability, engagement, Coordination of several entities gather and present data from several sources
EXPERIENCE
TEAM LEAD/ BENEFITS VERIIFICATION- CASE MANAGER UBC
09/2024-11/2025
• Provide day to day instructions to team members on processing Benefits Investigation, including monitoring specific job performance to ensure that specific necessary tasks are completed in accordance with client service level requirements.
• Assist with the development of program training documents and identify program issues and process ways in which to address these challenges.
• Provide support or instructions to team members of hardware, software, and programs, assist with issuing and resolving issues that occur, using ServiceNow, as well as screen sharing to assist the team member.
• Maintain positive rapport with internal and external customers and establish an excellent, and productive open relationship with staff.
• Work Independently to complete assigned work in accordance with standard operating procedures and defined service levels to complete programs enrollment, answer inquiries, and coordinate with available programs.
• Perform related duties as assigned in a fast-paced environment with urgency, along with resolving problems based on training and resources provided.
REIMBURSEMENT SPECIALIST, RO HEALTH
• Collects and reviews all patient insurance benefit information, to the degree permissible by the SOP of the program.
• Provide support to patients and physician office staff in filling out and submitting program applications and all required insurance forms; tracks and follows up on prior authorization requests; and completes and submits all required insurance forms on time as required by all third-party payors.
•Supplies all the paperwork needed to speed up the prior authorization request process. This comprises referring physicians, National Provider Identification (NPI) number, authorization/referrals, and demographic information.
• Efficiently interacts with payors to guarantee precise and prompt benefit investigations and focuses on moderately sized situations where a review of multiple elements is necessary for data analysis. uses discretion while adhering to established standard operating procedures to decide what course of action is best.
PATIENT SUPPOR COORDINATOR-(CONTRACTOR) MERCALIS
09/2023 – 03/2024
Serve as an expert on reimbursement, co-pay, foundation assistance, and Patient Assistance Program (PAP) issues, managing interactions with patients. and healthcare providers.
• Maintain an elevated level of ethical conduct concerning confidentiality and privacy, ensuring effective conflict resolution.
• Retain records in accordance with applicable standards and regulations related to programs and promotions.
• Actively advocate for patients regarding program enrollment, the reimbursement process, affordability support, and general access to prescribed therapies.
• Serve as a continuous point of contact for assigned healthcare providers, offering ongoing support and relationship development by providing detailed information about programs and patients.
• Follow program guidelines and escalate complex cases in accordance with program policies and procedures.
• Act as a liaison between Program Management, Healthcare Providers, and Manufacturers
• Deliver exceptional customer service while serving as a brand advocate and program representative, committed to achieving quality outcomes and the appropriate use of resources.
• Establish and maintain trust and rapport with patients and healthcare providers
• Maintain an ongoing understanding of the health and disease states of patients in the programs/promotions as they evolve.
• Collaboration with program manager and client to keep an open line of communication by sharing updates.
• Removing all non-clinical barriers that would prohibit patients from getting the medication and care needed.
• Any additional responsibilities or extra projects that were assigned including training.
PROGRAM ASSISTANT, LIVINGSTONE COLLEGE
02/2020 – 08/2023
• Write letters on behalf of the Director of Admissions, including travel arrangements and meetings on and off campus.
• Advise students on their curriculum and academic planning. Ensuring that all necessary supporting documents were available to review for submitting application to attend the new school term.
• Create schedules for students that align with their selected course of study or major.
• Audit class plans to ensure all required classes for degrees are completed, and grade is acceptable and accounted for.
• Direct students to appropriate resources to help with their challenges by referring them to the available labs, which include, reading, writing, and mathematics.
• Educate and facilitate a smooth transition for new students by teaching essential college skills.
• Run General and Title III Budget reports.
• Manage departmental emails and maintain daily activities.
• Supervise Work Study Students and submit their time.
• Ensure all receipts are accounted for and funds spent in the department are tracked.
• Perform final audits for acceptance letters issued to prospective students.
EDUCATION
LIVINGSTONE COLLEGE- SALISBURY, NC- MASTERS BUSINESS ADMINISTRATION
2023-2024- GPA 3.92
ROYAL THELOGICAL SEMINARY OF DURHAM- DURHAM, NC- MASTERS OF DIVINITY
2022-2024 GPA 3.87
JOHNSON C. SMITH UNIVERSITY- CHARLOTTE, NC- BACHELORS DEGREE
BUSINESS ADMINISTRATION/SOCIAL WORK
2015-2019 GPA 3.73
LEADERSHIP
Serving on the East Spencer Township Board of Parks and Recreations. During benefits verification season, I oversaw, trained, and coached a group of eighteen representatives. Spiritual principles are taught in the local community on a weekly basis.
REFERENCES
AVAILABLE UPON REQUEST
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