Multichannel Patient Support: Managed high-priority inbound/outbound calls and live chat simultaneously, providing end-to-end support for new and existing patients across urgent care and specialty services.
Clinical & Site Coordination: Acted as a central liaison between on-site medical staff and providers to resolve urgent lab issues, prescription refills, and complex clinical concerns.
Insurance & Eligibility Mastery: Conducted real-time insurance verification and benefit checks using Waystar, Availity, NaviNet, and Cigna to ensure coverage prior to scheduling.
Prior Authorization Coordination: Identified patient medication coverage needs and successfully channeled requests to the prior authorization team; ensured patient satisfaction by providing timely updates once approvals were received.
Revenue Cycle & Billing Support: Managed secure financial transactions via Stripe and proactively identified billing issues, submitting detailed inquiries for further review to ensure accurate reimbursement.
Specialty Workflow Management: Facilitated patient journeys for specialized departments, ensuring all department-specific protocols were met.
Growth & Lead Tracking: Managed lead trackers and executed outbound text/call campaigns to convert inquiries into confirmed appointments.
