THALIA AYOUB

Responsible for delivering a high-quality patient experience through research to identify all necessary means to resolve high dollar patient balances.

As a Billing Analyst, I researched high-dollar patient balances, managed call volumes, and conducted thorough billing processes for over 200 accounts monthly, achieving significant reductions in outstanding balances and payment-related inquiries.

Conducted proactive outreach calls to 100+ Care Management Program members, utilizing persuasive communication and motivational interviewing techniques to increase member engagement.

In my role as a Customer Care Specialist, I analyzed outreach data to enhance member engagement, documented case outcomes, and collaborated with healthcare providers to improve patient health outcomes and satisfaction.

Designed an online assessment form using JotForm for patients to apply for financial assistance programs remotely.

Handled high volume of calls and trained a team of 3 call center agents on best practices for handling calls and documenting outcomes.

In my leadership role, I integrated department processes, provided training, and implemented Lean Six Sigma methodologies, resulting in improved communication and productivity within the team.

Interviewed patients to determine qualification for sliding scale discount program and insurance (Medicaid, Medicaid Presumptive Eligibility and Healthcare Insurance Marketplace) to limit barriers in receiving care.

As an Insurance Specialist, I assessed patient eligibility for financial assistance programs, streamlined referral processes, and managed referrals for Drug Assistance Programs, significantly reducing wait times and costs for patients.

In this role, I trained call center agents, developed policy guidelines, and verified insurance benefits for patients, leading to improved call resolution efficiency and reduced claim denials.

Processed requests for release of information quickly and accurately in accordance with HIPAA Rules and Regulations.

As a Medical Records Specialist, I maintained HIPAA compliance, organized patient documents, and ensured accuracy in health information, achieving a high error-free documentation rate.