Summary
Overview
Work History
Education
Skills
Timeline
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PAULONTA WILLIAMS

NORCROSS

Summary

Patient Access Support / Care Coordinator with 7 years of experience in healthcare services, adept at enhancing patient satisfaction through effective communication and meticulous record-keeping. Demonstrates strong problem resolution and data entry skills, leveraging expertise in HIPAA compliance and CRM systems to streamline patient care processes. Committed to fostering collaborative relationships with healthcare providers and community partners to optimize treatment planning and approval workflows.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

HealthPlan Services
01.2024 - Current


  • Collaborated with healthcare providers to ensure accurate and complete referral information,improving patient care coordination.
  • Enhanced communication between healthcare providers and insurance companies, ensuring prompt resolution of issues prior related to prior authorizations.
  • Contributed to a high level of customer service by quickly addressing questions or concerns from patients regarding their coverage or denials.
  • Coordinated with billing department to resolve discrepancies related to denied claims due to incomplete or incorrect prior authorizations.
  • Verified eligibility and compliance with authorization requirements for service providers.
  • Work From Home

Customer Sales Representative

General Dynamics
09.2024 - 04.2025
  • Assisted clients in understanding and enrolling in HMO and PPO health plans.
  • Provided detailed explanations of benefits, coverage options, and policy terms.
  • Processed enrollments, plan changes and terminations while ensuring accuracy.
  • Handled confidential health and insurance information compliance with HIPAA.
  • Pre-enrollment Specialist- Willis Towers Watson (Via Benefits)

Patient Access Support / Care Coordinator

Healthcare Services Group
03.2023 - 01.2024
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
  • Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
  • Coordinated with care teams across various departments to ensure seamless integration of verified coverage information into overall treatment planning.
  • Collaborated with healthcare providers to ensure timely submission of required documentation for patient treatment approvals. Facilitated effective communication between patients and healthcare teams, ensuring a compassionate approach that elevated patient satisfaction.
  • WFH

Inbound Call Center Representative

Concentrix
03.2021 - 01.2023
  • Fostered a welcoming environment by greeting customers warmly, enhancing their overall experience and encouraging positive feedback.
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Responded to customer inquiries via telephone, email and live chat to provide updated information. Managed a high volume of inbound calls, delivering accurate product information and generating quotes, resulting in increased customer satisfaction.
  • Collaborated with team members to streamline communication processes, resulting in quicker resolution times and improved customer satisfaction.
  • Remote

Education

HS Diploma - undefined

Hillsborough High School
Tampa, FL
05.2016

Skills

  • Customer Service
  • Data Entry
  • Call Center
  • CRM
  • Microsoft Excel
  • HIPAA
  • Medical Billing
  • Claims Processing
  • Team Leadership
  • Process Improvement
  • Patient Care
  • Documentation
  • Problem Resolution
  • Communication
  • Billing Analysis
  • Healthcare Compliance
  • Documentation Review
  • Quality Assurance
  • Process Optimization
  • Operational Efficiency
  • Relationship Building

Timeline

Customer Sales Representative

General Dynamics
09.2024 - 04.2025

Customer Service Representative

HealthPlan Services
01.2024 - Current

Patient Access Support / Care Coordinator

Healthcare Services Group
03.2023 - 01.2024

Inbound Call Center Representative

Concentrix
03.2021 - 01.2023

HS Diploma - undefined

Hillsborough High School

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