TyKiahriya Graves

Responsible for performing a variety of complex pre-services, financial counseling and customer service related functions for patients and/or their representative including pre-service estimates, collection of payments, collection of prior debt, obtaining authorizations, addressing billing questions, establishing payment plans, screening for financial assistance, responding to MyUNCChart inquiries and other Customer Service requests for both hospital and physician services.

Enrolled patients in Co-Pay assistance and grant programs for infusions and cost of medications.

Create Hospital and Physician estimates using the Epic Patient Estimator, review eligibility and benefits utilizing RTE, and obtain authorization requirements.

Contact patient pre-service providing benefit and patient liability education, explain the estimate cost, and attempt to secure payment and/or set expectation of payment at time of service.

Provide estimates to patient shoppers and clinical areas across the healthcare system. Work with clinical areas to create estimate templates, determine workflow and process, and collaborate with ISD for template creation and rollout. Provide payment plans for point-of-service (POS) collections.

Screen and assist patients with financial assistance, Medicaid eligibility and/or other funding sources available.

Monitor and track routine follow up with Medicaid and financial assistance approvals. Handles HB/PB patient inquiries to address any/all billing questions via inbound calls, MyUNCChart, patient correspondence and patient walk-ins.

Fulfills patient requests for itemization of charges, adding/verifying/billing insurance, establishing payment plans, payroll deductions, process adjustments, request refunds, and explain charity care policy and guidelines.

Processes Financial Assistance Applications through MyChart, Fax, and Mail.

Assists patients with concerns regarding applications and missing documents over the phone, in person, and through CRMS.

Handled calls at high call volumes for patients.

• Handled cash accurately and prepared deposits.
• Motivated, trained, and disciplined employees to maximize performance.
• Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
• Increased customer satisfaction by addressing and resolving concerns in a timely manner.
• Resolved problems promptly to elevate customer approval.
• Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
• Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
• Conducted schedules for employees.
• Assists GM/MUGM in monitoring cash management, in-house guest balances and direct bill receivables compliance.
• Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
• Assists with hotel sales activities when needed, including Soar leads.
• Complete Guest Ready, visual inspections, assign daily arrival reservations.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Refilled Patients prescriptions over the phone
• Navigated multiple monitors efficiently
• Provided assistance with insurance and benefit plans
• Conducted outbound calls to customers and medical offices

-Answer Inbound Calls from customers/clients with questions concerning and/or related to their account. (An average of 60 to 80 calls are expected daily).

- Respond to all customer inquiries by utilizing information learned during training and resources available through people, customer records, and knowledge management systems.

-Identify customer needs to ensure the customer is provided complete and accurate information.

-Acknowledging and resolving customer complaints and difficult situations.

-Maintain a thorough knowledge of the company and client programs, policies, and technology.

-Communicate effectively in a warm and empathetic manner.

-Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.

-Provide support to other positions/operations in cases during heavy workloads or absences