Liyah Drake

Delivers high-quality support to members and providers regarding claims, billing, authorizations, benefits, and eligibility within healthcare call center operations. Investigates claim discrepancies, maintains documentation in CRM systems, and collaborates with cross-functional teams to enhance workflows and support SLA achievement.

Capitalized on pay-per-click advertising approaches such as Google AdWords and Facebook Ads. Optimized search marketing strategies based on web analytics and managed websites, mobile applications, and social networking landing pages.

Guided patients through insurance plan benefits and coverage, enhancing clarity and satisfaction. Served as liaison among patients, insurance carriers, and providers to resolve billing issues efficiently, while handling escalations with empathy and ensuring HIPAA compliance.

Executed comprehensive insurance verifications and computed patient financial responsibilities. Guided self-pay patients in understanding billing estimates and insurance coverage, and maintained accurate patient records.

Supervised and supported call center associates in a high-volume environment. Assisted with scheduling, workload prioritization, performance guidance, and training of new representatives, and supported quality monitoring and coaching to strengthen KPIs.

Supported members by addressing benefits questions and resolving coverage disputes. Ensured compliance with HIPAA standards on all calls and communications, achieving top scores in call handling metrics and customer feedback.

Pursued studies in Communication and Media Studies at the University of Nevada, Las Vegas.

Completed the Google Digital Marketing & E-commerce Certification.

Earned a high school diploma from William Mason High School.