Andrea Glover
Raleigh
Summary
Experienced Financial Care Counselor specializing in financial counseling, insurance verification, and data analysis. Proven ability to enhance patient experiences through effective communication and process improvements.
Overview
21
21
years of professional experience
Work History
Financial Care Counselor
Duke University Hospital
Raleigh
06.2024 - Current
- Educated patients on financial assistance programs, improving access to necessary care.
- Coordinated insurance verification and benefits eligibility to improve patient experience.
- Explained payment plans and resolved billing inquiries to support patient financial understanding.
- Collaborated with healthcare providers to address and resolve patient financial concerns.
- Maintained accurate records of patient interactions and financial agreements.
- Communicated effectively with diverse populations to ensure clarity in support.
- Processed customer payments accurately, applying amounts to account balances.
- Responded to numerous phone calls and emails daily for appointment scheduling and information gathering.
Enrollment Specialist
East Coast Migrant Head Start Project
Raleigh
08.2014 - 11.2023
- Coordinated cross-functional projects to improve operational efficiency and enhance communication across teams.
- Developed training materials for staff to improve service delivery and customer engagement.
- Analyzed data trends to inform strategic planning and decision-making processes.
- Implemented feedback mechanisms to gather client insights and refine service offerings based on their needs.
- Streamlined reporting processes for better management visibility and accountability.
- Supported leadership in developing strategic initiatives aligned with company goals.
- Coordinated with other departments to ensure efficient workflow processes.
- Generated reports to track performance metrics of team members.
- Developed training materials for new hires to facilitate understanding of company procedures and policies.
- Performed quality assurance testing on newly developed software applications.
- Implemented process improvements to increase efficiency and reduce costs.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Audited company's legal documents to verify compliant policies and procedures.
- Determined consumer needs to provide products and services appealing to larger market.
- Analyzed company's expenditures and developed financial models.
- Set specific goals for projects to measure progress and evaluate end results.
ERSEA Manager/ChildPlus Database Administrator
CAPC - Head Start
Pensacola
08.2005 - 07.2014
- Developed training programs to enhance educational practices for staff engagement.
- Managed daily operations, ensuring compliance with Head Start regulations.
- Coordinated community outreach initiatives to engage families and promote services effectively.
- Supervised team meetings to align objectives and share best practices.
- Implemented assessments to evaluate program effectiveness and staff performance metrics.
- Oversaw budget management and resource allocation for program needs efficiently.
- Monitored staff performance, addressing issues promptly to uphold standards.
- Resolved customer complaints swiftly to maintain a positive brand image.
Front Desk Lead
SteinMart
Pensacola
10.2006 - 05.2011
- Managed front desk operations and coordinated daily staff assignments.
- Provided exceptional customer service to enhance guest experiences.
- Trained new team members on company policies and procedures.
- Resolved guest inquiries and concerns promptly to enhance overall guest satisfaction.
- Collaborated with management to improve service delivery processes.
- Resolved customer complaints in a timely manner.
- Responded promptly to customer inquiries regarding products or services offered by the organization.
- Ensured smooth check-in and check-out processes for guests by verifying reservations and payment methods.
- Processed cash payments and credit card transactions accurately and efficiently.
- Provided excellent customer service at all times while maintaining professional attitude with guests and colleagues alike.
- Performed daily audits of guest accounts using computerized system.
- Enforced safety regulations among employees in order to maintain safe working environment.
- Trained new front desk staff on customer service and telephone etiquette to uphold service standards.
- Handled incoming calls and directed callers to appropriate department or employee.
- Engaged in credit and collections activities to support financial processes.
Education
Bachelor of Arts - Psychology
Univerisity of West Florida
Pensacola, FL05-2004
Associate of Arts - General Studies
Okaloosa Walton Community College
Ft Walton Beach, Florida05-2002
Skills
- Financial counseling
- Insurance verification
- Payment processing
- Client assessment
- Fraud prevention
- Revenue forecasting
- Budget planning
- Expense tracking
- Data analysis
- Financial reporting
- Record keeping
- Process improvement
- Compliance regulation
- Project coordination
- Organization
- Communication skills
- Written communication
- Active listening
- Team collaboration
- Third-party collaboration
- Teamwork
- Problem solving
- Problem-solving abilities
- Conflict resolution
- Time management
- Reliability
- Multitasking capacity
- Organization
- Attention to detail
- Report creation
- Report monitoring
- Training design
- Instructional design
- Goal setting
- Adaptability
- Ethical standards adherence
- Instructional design
- Adaptability
- Organization
- Report monitoring
Timeline
Financial Care Counselor
Duke University Hospital
06.2024 - Current
Enrollment Specialist
East Coast Migrant Head Start Project
08.2014 - 11.2023
Front Desk Lead
SteinMart
10.2006 - 05.2011
ERSEA Manager/ChildPlus Database Administrator
CAPC - Head Start
08.2005 - 07.2014
Bachelor of Arts - Psychology
Univerisity of West Florida
Associate of Arts - General Studies
Okaloosa Walton Community College