Jamiara Hughes
Baltimore
Summary
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving claim inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings
Overview
11
11
years of professional experience
Work History
Member Service Representative
AETNA BETTER HEALTH
Baltimore, MD
07.2024 - Current
- Managed incoming calls from providers to provide updates on pending authorizations, ensuring timely information delivery.
- Provided exceptional customer service to patients by addressing inquiries and resolving issues related to their health insurance claims.
- Handled sensitive and confidential information with discretion to maintain department security.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Collaborated with healthcare providers to gather necessary documentation for claim adjudication.
Patient Access Specialist II
JOHNS HOPKINS MEDICINE
Baltimore, MD
04.2021 - 07.2024
- Accurately collected and input demographic and insurance information for over 70 patients daily into the database, ensuring the establishment of comprehensive medical records.
- Managed over 50 inbound phone calls daily, scheduling and registering patients, and acting as the primary point of contact for office visits.
- Participated in weekly facility meetings with a team of 10+ colleagues to address logistical challenges and stay informed about procedural and insurance updates.
- Coordinated with insurance companies to handle an average of 30 patient billing inquiries and processes per week.
- Adhered to strict document protocols to maintain the confidentiality of over 500 patient records monthly.
- Streamlined communication between patients and various departments, enhancing overall patient care and coordination for patients daily.
- Consistently met and exceeded monthly customer service standards, maintaining a call handling time under 6 minutes and achieving a productivity rate above 95%.
- Utilized various software programs to verify the accuracy of data entered into databases.
Patient Services Coordinator II
JOHNS HOPKINS HOSPITAL
Baltimore, MD
09.2019 - 04.2021
- Administered billing functions, ensuring compliance, quality, and productivity standards were met, contributing to a 15% increase in profitability.
- Respected patient rights and maintained confidentiality, safeguarding over 1,000 patient records monthly.
- Collaborated with a team of 20 colleagues to maintain and organize office and waiting areas, enhancing the environment for over 100 patients daily.
- Proficiently checked in and scheduled over 100 patients daily using the Epic system.
- Scheduled an average of 50 appointments daily, accurately entering date and time into the computerized scheduler.
- Investigated and resolved patient issues, achieving a 95% satisfaction rate and enhancing the overall patient experience.
Call Center Representative
ANNE ARUNDEL GASTROENTEROLOGIST
Baltimore, MD
07.2017 - 09.2019
- Answered phone with a friendly greeting, creating a positive experience for over 50 inbound callers daily.
- Educated customers about product terminology, features, and benefits, contributing to a 20% increase in sales and customer satisfaction.
- Handled a high volume of inbound calls, averaging 80 calls per shift, providing product and service information and generating quotes.
- Responded proactively and positively to rapid changes in procedures and customer needs.
- Consistently met customer call guidelines, maintaining service levels, handle time under 2 minutes, and achieving a productivity rate above 90%.
Pharmacy Technician
JOHNS HOPKINS HOME CARE GROUP
Baltimore, MD
01.2016 - 07.2017
- Consulted with insurance company representatives, processing and reconciling an average of 50 claims weekly, resolving 95% of concerns within 48 hours.
- Calculated dosages, filled prescriptions, and prepared prescription labels with 100% accuracy, handling over 200 prescriptions daily.
- Communicated instructions clearly to patients or caregivers, achieving a 98% patient satisfaction rate.
- Collected co-payments or full payments from over 70 customers daily, ensuring accurate and timely transactions.
- Ensured the proper entry and processing of over 200 patients' prescriptions daily into the internal system, maintaining a 99% accuracy rate.
Pharmacy Technician
CVS PHARMACY INC.
Baltimore, MD
02.2015 - 01.2016
- Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
- Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
- Stocked, labeled and inventoried medication to keep accurate records.
- Processed over 700 prescriptions per day in busy pharmacy achieving decreased customer wait times and maintaining excellent customer satisfaction.
- Counted and labeled prescriptions with correct item and quantity.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
Education
High School Diploma -
Edmondson Westside High School
Baltimore, MD05-2015
Associate of Science - Radiologic Technology
American National University
Salem, VA08-2027
Skills
- HIPAA compliance
- Communication skills
- Data verification
- Excellent Attention to Detail
- Epic software proficiency
- Attention to detail
- Confidentiality and HIPAA
- Resolve Claim Inquires
Timeline
Member Service Representative
AETNA BETTER HEALTH
07.2024 - Current
Patient Access Specialist II
JOHNS HOPKINS MEDICINE
04.2021 - 07.2024
Patient Services Coordinator II
JOHNS HOPKINS HOSPITAL
09.2019 - 04.2021
Call Center Representative
ANNE ARUNDEL GASTROENTEROLOGIST
07.2017 - 09.2019
Pharmacy Technician
JOHNS HOPKINS HOME CARE GROUP
01.2016 - 07.2017
Pharmacy Technician
CVS PHARMACY INC.
02.2015 - 01.2016
High School Diploma -
Edmondson Westside High School
Associate of Science - Radiologic Technology
American National University