KALEEMA STRAUN

Greet and check in patients, ensuring accurate completion of intake and consent forms.

•Verify insurance eligibility, collect co-pays, and process payments.

•Schedule and confirm patient appointments, surgeries, and follow-up visits.

•Coordinate surgery scheduling with patients, physicians, and surgical staff.

•Answer and direct phone calls, emails, and inquiries in a professional manner.

•Maintain confidentiality and compliance with HIPAA regulations.

•Assist patients with pre-operative and post-operative instructions as directed.

•Manage patient records, including electronic health records (EHR) updates and filing.

•Ensure waiting areas and front desk remain clean, welcoming, and organized.

•Support clinical and administrative staff with daily operational need.

• Greet and check in patients, creating a welcoming and professional environment.
• •Schedule patient appointments, hearing tests, fittings, and follow-up visits.
• Answer phone calls, emails, and patient inquiries in a courteous and timely manner.
• Maintain accurate and up-to-date patient records within the electronic health record (EHR) system.
• Provide patients with education regarding hearing aid care, maintenance, and service procedures.
• Assist with insurance verification, billing, and collection of payments.
• Support audiologists or hearing specialists with patient flow and daily operations.
• Coordinate repairs, warranties, and supply orders for hearing aids and accessories.
• Ensure compliance with HIPAA and all patient confidentiality regulations.
• Maintain a clean, organized, and patient-friendly office environment.

• Answer incoming calls, emails, and online inquiries from members, providers, and partners.

• Provide clear and accurate information regarding benefits, eligibility, claims, authorizations, billing, and coverage policies.

• Research and resolve member concerns and escalate complex issues to appropriate departments when necessary.

• Assist members with navigating online portals, forms, and resources.

• Document all customer interactions in the system accurately and in compliance with company standards.

• Maintain a strong understanding of health insurance products, policies, and regulatory requirements.

• Meet or exceed performance metrics, including call quality, resolution time, and customer satisfaction.

• Uphold HIPAA guidelines and ensure the confidentiality of all member information.

• Collaborate with internal departments (claims, provider relations, case management) to ensure timely and accurate resolution of issues.

• Continuously identify opportunities to improve processes and enhance the customer experience

• Answer incoming calls, emails, and chats regarding ACA marketplace health insurance plans.
• Assist customers with enrollment, renewals, and plan changes during open enrollment and special enrollment periods.
• Explain benefits, coverage options, eligibility requirements, and premium tax credits/subsidies.
• Guide customers through the HealthCare.gov portal or state-based marketplace systems.
• Resolve billing, claims, and policy issues, escalating complex cases when necessary.
• Maintain accurate documentation of all customer interactions in the CRM system.
• Meet performance metrics including call quality, response time, and customer satisfaction.
• Stay updated on ACA regulations, deadlines, and compliance requirements.
• Provide compassionate, clear, and professional communication to diverse customer populations.