Imena Coats

I’m a Medicaid and Medicare customer service specialist who helps people by combining clear communication with careful problem-solving. Across remote and in-person roles, I’ve supported members with coverage questions, plan changes, eligibility issues, billing concerns, and provider-network guidance.

I bring strong technical support and live chat experience, troubleshooting system errors, handling high-volume inquiries, and guiding beneficiaries through next steps like enrollment changes and appeals. I’m comfortable working across multiple systems while maintaining accuracy, confidentiality, and a customer-first tone.

In my most recent work, I coordinated non-emergency medical transportation scheduling and optimized ride assignments using routing tools and GPS/GIS tracking. I monitored real-time trip activity, resolved delays and schedule changes with drivers and customers, and documented incidents, trip logs, and compliance data.

I also supported Medicaid/Medicare-related processing by retrieving and analyzing eligibility and policy information from claim systems, determining medical claims tied to third-party liability accidents, and applying medical terminology and medical coding principles. I’m proud of producing quality, timely reports and entering data efficiently while staying organized for priority-based referrals.