RACHEL OBNAMIA

1. Communication Management

• Check and respond to all emails by end of day.
• Use the task system to track and complete email-related duties.
• Monitor medical messaging apps for calls, texts, and voicemails; respond or route appropriately.
• Set up video calls for patients via Spruce as needed.

2. Appointment Scheduling & Documentation

• Schedule all patient appointments in DrChrono, including follow-ups and recurring visits.
• Ensure every patient issue is documented through a scheduled appointment.
• Label and upload lab results and therapy orders accurately.
• Schedule lab reviews or care management follow-ups when applicable.

3. Fax & Document Handling

• Process incoming faxes daily.
• Properly label and upload documents to patient charts.
• Split and organize multi-page faxes, especially for lab results.
• Forward signed documents using Adobe or fax.

4. Triage & Issue Escalation

• Serve as first-line support during Sara’s rounding.
• Gather detailed information, address what you can, and escalate unresolved concerns.

5. Professionalism & Confidentiality

• Maintain HIPAA compliance at all times.
• Communicate clearly, professionally, and promptly.
• Stay organized, proactive, and responsive in all duties.

1. Floor Support

• Assist team members with questions about policies, procedures, and workflows.
• Direct staff to appropriate documentation and ensure proper understanding.

2. Quality Assurance & Control

• Conduct audits on key functions to ensure quality and accuracy.
• Provide timely feedback and coaching based on review outcomes.

3. Training & Job Aids

• Create and update job aids based on team needs.
• Deliver targeted training using real-world examples to reinforce policy understanding.

4. Daily Wrap-Up Meetings

• Participate in daily debriefs with site leadership.
• Document issues, share updates, and help develop action plans for resolution.
• Ensure critical messages are clearly communicated and followed up on.

5. Policy and Workflow Management

• Apply CB guidelines to resolve complex primacy issues.
• Manage workflow priorities in coordination with leadership to meet operational goals.

6. Problem Solving & Process Improvement

• Identify and resolve operational issues using expertise and established processes.
• Analyze data to find trends, errors, and improvement opportunities.
• Collaborate with process improvement teams to refine daily operations.

7. Policy Expertise & Development

• Maintain deep understanding of CB policies and procedures.
• Support the creation of new processes and operational programs.

1. Accounts Receivable Management

• Monitored and maintained Days in A/R to meet management targets.
• Kept aging reports clean by resolving adjustments in a timely manner.
• Analyzed work queues and identified trends in denials or non-payment.

2. EMR Navigation

• Worked across multiple EMR platforms including Cerner, Epic, and Meditech.

3. Denial Management & Claims Resolution

• Reviewed and corrected denied or unpaid medical claims using EOBs, insurance correspondence, and system feedback.
• Initiated claim corrections and submitted necessary documentation to ensure payment resolution.
• Assisted in resolving complex claims, denials, appeals, and credit issues with the billing supervisor.

4. Communication & Collaboration

• Maintained strong working relationships with third-party payers to expedite claims resolution.
• Presented collections and A/R updates to management.

5. Credit Balance & Payment Reconciliation

• Researched and resolved credit balances due to posting errors or overpayments.
• Processed takebacks, refunds, and reapplications as needed.
• Evaluated delinquent accounts and followed established protocols for review, payment plans, or write-offs.

1. Customer Support & Issue Resolution

• Resolved customer complaints with empathy, leading to improved loyalty and repeat business.
• De-escalated high-stress situations while maintaining professionalism and delivering effective solutions.
• Promptly addressed concerns and provided accurate, helpful information.

2. Communication & Relationship Management

• Managed inbound and outbound calls with providers and insurance companies, verifying eligibility, benefits, and claims.
• Acted as a brand ambassador, delivering high-quality support and service in every interaction.
• Responded to product and service inquiries with clarity and care.

3. Systems & Documentation

• Used company systems to document member account activity and track issue resolution.
• Maintained detailed records of customer interactions and follow-ups.

4. Performance & Best Practices

• Consistently met or exceeded team and client performance metrics.
• Applied best practices in customer care to ensure satisfaction and service quality.
• Supported continuous improvement by identifying recurring issues and offering solutions.