Open to opportunities

Tina Otum

@tinaotum

Healthcare call center customer service pro specializing in patient scheduling, insurance verification, and revenue cycle support.

United States

Message

What I'm looking for

I’m looking for a remote healthcare call center role where I can own patient scheduling, insurance verification, billing and claims inquiries, and improve QA, CSAT, and first-call resolution while staying fully HIPAA compliant.

I’m a healthcare customer service and call center professional with 8+ years of experience supporting patients and members in high-volume remote environments. I handle billing inquiries, benefits questions, scheduling, insurance verification, claims status, and revenue cycle workflows—delivering calm, empathetic service that keeps cases moving.

Across my roles, I routinely support 70–120+ calls daily, resolve complex issues, and document accurately in EMR/CRM systems to maintain HIPAA compliance. I’m known for improving first-call resolution, reducing errors, and meeting strict QA, AHT, CSAT, and productivity targets in fast-paced settings.

At Conifer Health Solutions, I verified eligibility, coverage details, and prior authorization status, helping reduce claim errors and rework by 20%. I also scheduled patient appointments and coordinated access to care, improving scheduling efficiency by 25%, while documenting in Epic and Salesforce with strong audit readiness.

I bring a practical, quality-first mindset from my customer scheduling and contact center experience with organizations like Guideway Care and Humana. I support revenue cycle workflows end-to-end—using Epic, Cerner, Salesforce, Zendesk, Five9, Avaya, and Genesys—and I hold HIPAA compliance and call center operations certifications.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Conifer Health Solutions

Jul 2023 - Jun 2026 (2 years 11 months)

Managed 90–120 inbound calls per day supporting patients and members with billing inquiries, benefits questions, claims status, and prescription-related concerns. Verified insurance eligibility and prior authorization status, scheduled appointments, documented interactions in Epic and Salesforce, and resolved escalations while maintaining 95%+ QA and HIPAA compliance.

Inbound Outbound Calls Patient Scheduling Appointment Coordination Insurance Verification Prior Authorizations Billing Support Revenue Cycle Support Member Services HIPAA compliance Epic Salesforce Quality Assurance First Call Resolution Escalation Handling Documentation Data Entry Remote Work Multitasking

Patient Scheduling / Call Center Rep

Guideway Care

Oct 2019 - May 2023 (3 years 7 months)

Handled 80–100 daily inbound and outbound calls supporting patient scheduling, follow-ups, referrals, and care coordination. Scheduled and confirmed appointments, processed insurance verification and benefits inquiries, maintained documentation using Cerner and Zendesk, and exceeded performance goals for AHT, CSAT, call quality, and resolution rates.

Inbound Outbound Calls Patient Scheduling Appointment Coordination Insurance Verification Benefits Cerner Zendesk Care Coordination Escalation Handling Quality Assurance AHT CSAT Data Entry Issue Resolution Remote Work HIPAA compliance

Inbound Contact Representative

Humana

Jun 2016 - Sep 2019 (3 years 3 months)

Responded to 70–90 daily inbound calls from members regarding coverage, claims, benefits, and care-related questions. Explained plan benefits and eligibility, supported appointment scheduling and care coordination, documented resolutions in CRM systems, de-escalated complex concerns, and participated in outbound wellness program outreach.