Keara London

• Handle high-volume inbound calls related to healthcare appeals and patient cases.

• Verify patient demographics, authorized representatives (POA), and case information for accuracy and compliance.

• Maintain confidentiality of PHI in accordance with HIPAA guidelines.

• Document patient interactions accurately within internal systems to support timely resolution.

• Provide clear, compassionate communication while meeting quality, accuracy, and productivity benchmarks.

• Assisted senior patients with enrollment and applications for healthcare assistance programs.

• Collected, reviewed, and verified personal, eligibility, and supporting documentation.

• Responded to patient inquiries regarding program status, next steps, and required information.

• Maintained accurate electronic records while handling sensitive patient data.

• Served as a primary point of contact for physical therapy patients regarding insurance, billing, and account-related inquiries.

• Communicated directly with insurance companies to verify coverage, benefits, authorizations, and claim status.

• Coordinated with attorneys and legal representatives regarding patient accounts, liens, and documentation when applicable.

• Maintained HIPAA compliance while handling protected health information (PHI) and sensitive patient data.

• Explained coverage details, balances, and payment options clearly to patients to support informed decision-making.

• Ensured accurate documentation and timely resolution of patient account concerns to support a positive patient experience.