Malika Norman
Philadelphia
Summary
Detail-Oriented healthcare professional with 2+ years of patient service experience supporting patients, providers, and administrative teams. Proven ability to manage front-desk operations, coordinate appointments, verify insurance information, demographics and address patient concerns with professionalism and empathy. Committed to maintaining efficient work flows and high standards of patient satisfaction.
Overview
11
11
years of professional experience
Work History
Service Representative
City Of Philadelphia - Department Of Aviation
Philadelphia, PA
11.2025 - 05.2026
- Supported operational efficiency by assisting 4,000 to 6,000 international travelers with customs and passport control.
- Guided passengers to appropriate queues. Provided assistance by answering inquiries. Acted as a point of contact between guest experience staff and customs officers during passport control.
- Track inbound international flights for accurate arrival times
- Create daily and monthly flight reports
- Adjust queue lines as needed to better serve international passengers
Patient Service Representative
Salus University/ Drexel University
Philadelphia, PA
03.2023 - 07.2025
- Facilitated appointment scheduling and follow-up inquiries for patients in a call center environment.
- Conducted thorough insurance eligibility checks and obtained necessary pre-authorizations to enhance billing accuracy.
- Addressed patient inquiries in person and via phone, ensuring resolution with empathy and efficiency.
- Ensured confidentiality and security of medical records while adhering to HIPAA regulations.
Direct Support Professional
Barber National Institute
Philadelphia, PA
08.2022 - 10.2023
- Assisted individuals with daily living activities to enhance independence and quality of life.
- Developed and implemented personalized care plans tailored to individual needs and preferences.
- Tracked and recorded client progress to maintain accurate documentation for ongoing assessments.
- Trained new staff on best practices in client care and safety protocols.
- Enhanced communication strategies to build rapport and trust with clients and families.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
Direct Support Professional
Collage Rehabilitation Partners
Paoli, PA
11.2021 - 05.2022
- Provided essential assistance to individuals with traumatic brain injuries to enhance independence in daily activities.
- Maintained clean, safe, and well-organized patient environment.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Promoted physical well-being by supporting clients in engaging in regular exercise routines or therapeutic activities suited to their abilities.
Receptionist Clerk
TBG Health
Schwenksville, PA
11.2017 - 02.2021
- Engaged with incoming visitors and customers, ensuring a professional and welcoming atmosphere.
- Facilitated efficient communication by directing incoming calls to relevant internal teams and personnel.
- Assisted visitors by distributing badges and maintaining logbooks. Supported check-in process for visitors and managed log records effectively. Helped manage visitor access through badge distribution and logbooks.
- Safeguarded client and company information by upholding strict confidentiality protocols.
- Facilitated prompt routing of incoming mail and messages to appropriate personnel.
Life Skills Trainer 1
Woods Services
Langhorne, PA
09.2015 - 07.2017
- Collaborated with multidisciplinary teams to enhance client support services
- Developed individualized life skills plans for diverse client needs
- Supported individuals with traumatic brain injuries in building multi-faceted skillset to promote independence and self-confidence.
- Offered training on personal hygiene and grooming skills.
Patient Service Representative
St. Mary’s Rehabilitation Hospital
Langhorne, PA
09.2016 - 06.2017
- Utilized electronic health record systems to update patient information accurately.
- Assisted patients with scheduling and managing appointments effectively.
- Processed insurance verifications to ensure coverage for services rendered.
- Coordinated communication between patients and medical staff for efficient care management.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
Education
High School Diploma -
Frankford High School
Philadelphia, PA06-2011
Skills
- Call center operations
- CPR/ First aid certified
- Microsoft outlook
- Call triaging
- De-escalation techniques
- Appointment scheduling
- Payment processing
- Direct Care
- EHR systems -Epic and NextGen
- HIPPA compliance
- Guest Experience
- High Volume environment
- Calm and Level-Headed Under Duress
- Medical Terminology Knowledge
- Customer service & conflict resolution
- Insurance Company Knowledgeable
- Multitasking and Prioritization
Timeline
Service Representative
City Of Philadelphia - Department Of Aviation
11.2025 - 05.2026
Patient Service Representative
Salus University/ Drexel University
03.2023 - 07.2025
Direct Support Professional
Barber National Institute
08.2022 - 10.2023
Direct Support Professional
Collage Rehabilitation Partners
11.2021 - 05.2022
Receptionist Clerk
TBG Health
11.2017 - 02.2021
Patient Service Representative
St. Mary’s Rehabilitation Hospital
09.2016 - 06.2017
Life Skills Trainer 1
Woods Services
09.2015 - 07.2017
High School Diploma -
Frankford High School