Open to opportunities

HaTiona Thompson

@hationathompson

Customer Care Agent with 13+ years’ healthcare customer support experience, using data and empathy to resolve issues fast.

United States

Message

What I'm looking for

I’m looking to contribute to a dynamic customer care team where I can use data-driven decision-making, risk assessment, and strong communication to resolve issues, ensure compliance, and improve customer satisfaction.

I’m a results-driven Customer Care Agent with 13+ years of experience, including 9 years in healthcare and remote environments. I’m known for data-driven decision-making, risk assessment, and conflict resolution that protects service quality and builds trust.

In healthcare roles, I’ve supported patients and members by analyzing needs, scheduling and rescheduling appointments, and delivering clear guidance on eligibility, logistics, and plan benefits. I also educate providers and members on procedural codes and out-of-pocket costs, helping reduce financial risk and confusion.

I collaborate across teams—drivers, dispatchers, case managers, brokers, language interpreters, and cross-functional partners—to keep service seamless. I document interactions in CRM systems like Salesforce, maintain accurate service histories, and use tools such as Oracle, EmedNY, and Jira to verify eligibility and resolve discrepancies.

I bring a strong commitment to compliance, quality assurance, and continuous improvement. From supply ordering optimizations to feedback loops that raise responsiveness, I consistently focus on delivering exceptional support through clear communication and problem-solving.

Experience

Work history, roles, and key accomplishments

Current

Medical Transportation Liaison

Current

Medical Answering Service (MAS)

Feb 2024 - Present (2 years 4 months)

Collaborate with drivers, dispatchers, and cross-functional teams to coordinate medical transportation and keep patients updated. Analyze patient data to assess transportation needs, resolve changes, and document service improvements through quality assurance.

Customer Service Conflict Resolution Data Analysis Quality Assurance Documentation Cross functional Coordination Time Management

Program Coordinator

Medasource

Nov 2022 - Jan 2024 (1 year 2 months)

Conduct eligibility screenings for patients with chronic conditions and resolve benefit-related inquiries using data analytics. Coordinate cross-departmental communication, support translation calls, and optimize supply ordering to ensure timely provision of benefits.

Benefit Support Data & Analytics Customer Service Conflict Resolution Translation Call Liaison Process Optimization

NYS Vaccination Operator

Apple One

Jan 2021 - Oct 2022 (1 year 9 months)

Schedule and manage vaccine appointments while using operational data to improve availability and efficiency. Provide residents with eligibility and logistics information, perform risk assessments, and implement feedback mechanisms to improve service quality.

Appointment Scheduling Operational Efficiency Customer Education Risk Assessment Eligibility

Customer Advocate

Aetna

Dec 2018 - Dec 2020 (2 years)

Educate providers and members on procedural codes and out-of-pocket costs while resolving member concerns. Research claims inquiries, facilitate appropriate referrals, and maintain high-quality support during high call volume periods.

Healthcare Member Support Out Of Pocket Cost Education Referral Coordination Customer Support Under Pressure Conflict Resolution

Customer Service Representative

Anthem

May 2018 - Nov 2018 (6 months)

Provide patients with accurate healthcare information including EOBs, claim status, in-network provider details, and health cards. Resolve inquiries through effective communication, document interactions in Salesforce, and collaborate with cross-functional teams to streamline service delivery.

Healthcare Customer Support EOB & Claims Status Support Provider Networks Salesforce CRM Conflict Resolution Cross Functional Collaboration

CSS III

Linium/Maximus

Feb 2016 - Apr 2018 (2 years 2 months)

Review and verify application documents for accuracy and completeness, and process applications using Oracle and eMedNY to support eligibility verification. Coordinate with case managers, brokers, and language interpreters and resolve discrepancies using Jira ticket workflows.

Document Verification Eligibility Verification Oracle EMedNY Processing Case Management Interpreter Coordination