Tangela Caldwell
Decatur
Summary
Experienced professional with strong attention to detail and self-motivation. Versatile background in healthcare, technical support, utilities management, billing, and customer support. Adept at delivering exceptional service to patients, customers, and assisting medical professionals in efficiently organizing, filing, and retrieving sensitive medical records.
Overview
7
7
years of professional experience
Work History
Patient Tech Support Specialist
Privia Health
08.2024 - Current
- Collaborated in revising technical support best practices for team usage.
- Handled numerous technical issues across a variety of systems and applications.
- Verified patient insurance and demographic details to maintain updated records.
- Maintained confidentiality of patient records by adhering to HIPAA regulations.
- Managed correspondence connecting patients with billing departments and insurance companies.
- Obtained necessary signatures and HIPAA for protection of patient information.
- Handled management of health records for patients.
- Managed communication for inbound and outbound inquiries.
- Responds to requests for patient records, both within the facility and by external sources, retrieving them and transmitting them appropriately
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Health Information Specialist I
DATAVANT
12.2023 - 08.2024
- Handled and fulfilled requests for patient health information in compliance with Company policies.
- Ensured confidentiality and security of sensitive information.
- Sustained proficiency in utilizing company and facility systems.
- Followed organizational policies and facility-specific protocols.
- Reported fluctuating volumes to the manager.
- Delivered assistance for additional responsibilities based on situational demands.
- Maintained strict adherence to healthcare privacy laws to safeguard sensitive data.
- Managed health records of patients.
- Ensured strict compliance with HIPAA standards in handling sensitive information.
- Created patient charts by compiling documents and data from electronic health records and physical sources.
- Validated that medical records are thorough and error-free.
- Convert documents into digital images within the electronic medical system.
- Responds to internal and external patient record requests, ensuring proper retrieval and transmission.
- Performed data entry tasks.
- Consistently achieve set productivity standards across assigned sites.
- Adapted to perform diverse assignments efficiently.
Billing and tech support specialist
Privia Health
04.2022 - 12.2023
- Contributed to enhancing strategies for effective technical support operations.
- Addressed complex technical challenges spanning various systems and applications.
- Updated patient records by verifying insurance, demographic details, and health history.
- Applied HIPAA privacy and security regulations while handling patient information
- Facilitated effective communication among patients, billing staff, and insurance providers.
- Collected and managed payments for patient accounts.
- Secured essential signatures for information release forms.
- Scanned medical records in digital format for easy retrieval and accessibility
- Responsible for managing patient health records
- Managed high-volume inbound and outbound calls with efficiency.
- Performed administrative tasks including data entry, and handling mail and faxes.
Customer Service Representative
Eos Usa
07.2020 - 11.2021
- Provided assistance with product and service transactions through calls and emails.
- Established and initiated new client accounts.
- Initiated outbound calls targeting retrieval of account information.
- Coordinated sending of invoices along with adjustments and credit memos for customer transactions.
- Recorded payment history and financial details to maintain accurate account records.
- Reviewed vendor documentation to comply with payment guidelines
- Provided exceptional customer support, addressing user inquiries and troubleshooting issues related to the use of PeopleSoft applications.
Customer Experience Agent
Conduent
10.2019 - 07.2020
- Employed precise inquiries to troubleshoot and solve customer-related issues.
- Processed and tracked customer account actions through internal ticketing systems.
- Reviewed trends to pinpoint developing issues.
- Conducted assessments of software and hardware pre-launch.
- Ensured seamless communication between trainers and participants for comprehensive course support.
- Facilitated knowledge-sharing initiatives to support skill enhancement.
- Guided and supported the development of new hires in diverse positions.
Customer Support Specialist
GC Services
08.2018 - 02.2019
- Utilized ticketing systems to efficiently handle support requests.
- Researched effective strategies for resolving customer concerns.
- Identified and resolved hardware issues.
- Optimized workflows for uniformity in service execution.
- Investigated and pinpointed resolutions to technical challenges.
- Inquired customers' issues to identify common problems.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Education
High School Diploma -
New learning resource high school
Skills
- Ability to learn and use different software and technological equipment
- Proficient in organizing and labeling medical records
- Strong communication skills
- Knowledge of medical terminology
- Teamwork
- Comfortable utilizing office equipment
- Basic computer proficiency
- Proficient in Athenahealth and Epic EHR system
- Strong data entry skills
- Detail oriented
- Quality oriented
- Professional verbal and written communication skills
- Ability to respond in a fast-paced environment
- Proficient in Microsoft Office and Google Suite
- Documenting information using multiple platforms
- Customer service
- Remote support
- Support services
- Customer relationship management
Accomplishments
Ability switch to a new role within 3 months, being able to adapt and become proficient in both Billing (RCM) and Technical Support (IT).
Timeline
Patient Tech Support Specialist
Privia Health
08.2024 - Current
Health Information Specialist I
DATAVANT
12.2023 - 08.2024
Billing and tech support specialist
Privia Health
04.2022 - 12.2023
Customer Service Representative
Eos Usa
07.2020 - 11.2021
Customer Experience Agent
Conduent
10.2019 - 07.2020
Customer Support Specialist
GC Services
08.2018 - 02.2019
High School Diploma -
New learning resource high school
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