Jakevah Armstrong
Rocky Mount
Summary
Experienced with revenue cycle processes, including billing and claims management. Utilizes analytical skills to identify and resolve discrepancies efficiently. Track record of effective communication and collaboration to enhance financial performance.. Dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. Desire a position with career growth potential. Advanced in understanding customer needs with diligent attention to details resulting in excellent customer service, Authorized to work in the US for any employer.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Revenue Cycle Specialist Denials and Appeals
Natera
01.2023 - Current
- Increased revenue by identifying and resolving billing errors in a timely manner.
- Trained new team members on revenue cycle best practices, contributing to a more knowledgeable workforce.
- Served as a liaison between clinical departments, finance, and administration, ensuring smooth communication for proper revenue cycle management.
- Enhanced customer satisfaction by promptly addressing and resolving billing disputes.
- Improved claim denial resolution by thoroughly researching and identifying root causes of denials.
- Maintained up-to-date knowledge of industry trends and best practices in denial management, ensuring the organization''s processes remained competitive and effective.
- Utilize knowledge of revenue cycle management and medical claims processes to identify and address issues that result in denials.
- Work closely with insurance companies, healthcare providers, and patients to obtain necessary information and documentation for appeals.
- Collaborate with internal teams, including billing and coding, to ensure accurate submission of claims and identify potential areas for improvement.
- Monitor the status of denials, appeals, and claim errors by using folders/work queues and conducting routine, periodic follow up on previously researched claims items. Monitor, review, and suggest revisions or updates to existing forms, documents, and processes required to facilitate timely billing and collections. Prepare and sends written appeals when necessary with appropriate documentation.
Provider Service Advocate
United Healthcare
05.2022 - Current
- Answer incoming phone calls from health care providers (i.e Physician offices, clinics) and identify the type of assistance the provider needs (EX Benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, claims, and appeals)
- Educate providers regarding policies, processes, and use of provider portal
- Educate providers on appeals process and outcome regarding claims and prior authorizations
- Analyzed customers' issues and complaints and initiated corrective actions while working an escalation spreadsheet
Consumer Supporter Advocate
PNC Bank
02.2017 - 05.2022
- Collect on overdrawn checking and savings accounts to ensure customers are aware of delinquent balance as well as provide resolutions on how to avoid overdraft
- Address complaints with the goal of increasing satisfaction and resolving any issues customers may have
- Currently trained in assisting Recovery Department whenever help is needed as well as help train any agents who are crossing over to DDA Collections
- Serves as the team subject matter expert (SME)
- Trained new employees on customer service and organizing strategies
Production Team Leader
West Corporation, Optum Pharmacy
11.2012 - 02.2017
- Coordinate and delegate work assignments to best utilize works needs of company
- Provide proper reports and documentation to be provided by Ops Supervisor and manager
- Supervise assigned staff by monitoring production and adherence
- Evaluated employee skills and knowledge regularly, training and mentoring individuals
- Enhanced operational success through effective staffing, strong training, adherence policy and well-timed customer service
- Monitored and evaluated teams, identifying and targeting opportunities for improvement
Customer Service Representative
West Corporation, Optum Specialty
07.2010 - 11.2012
- Responsible for receiving and processing incoming calls for OptumRX prescription mail order clients
- Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries
- Served as subject matter expert (SME)
- Assisted new hires as well as tenured agents to ensure orders were processed correctly and company goals were met
Education
High School Diploma -
Southeast Halifax High School
Halifax, NC06.2008
Skills
- Strong verbal communication and phone skills
- Problem Resolution
- Subject Matter Expert
- Critical Thinking
- Delivery Assistant
- Leadership Experience
- Complex Problem-Solving
- Decision-making skills
- Customer service background
- HIPAA compliance
- Professionalism and ethics
- Claims processing proficiency
- Claims review
- Insurance verification
Certification
- Career Readiness Certificate
- Certified Platinum
Timeline
Revenue Cycle Specialist Denials and Appeals
Natera
01.2023 - Current
Provider Service Advocate
United Healthcare
05.2022 - Current
Consumer Supporter Advocate
PNC Bank
02.2017 - 05.2022
Production Team Leader
West Corporation, Optum Pharmacy
11.2012 - 02.2017
Customer Service Representative
West Corporation, Optum Specialty
07.2010 - 11.2012
- Career Readiness Certificate
- Certified Platinum
High School Diploma -
Southeast Halifax High School
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