Carez-Jahnay Bastian

Dedicated healthcare professional with 5+ years of experience in patient access, insurance verification, and complex issue resolution. Proven track record navigating HIPAA regulations, insurance eligibility, and billing disputes in major health systems (Baptist Health, Memorial Healthcare). Expert at investigating member concerns, interpreting EOCs, and providing empathetic, compliant resolutions.

Strong analytical skills focused on maintaining documentation integrity and meeting regulatory deadlines.

Customer Service Representative at U BUY WE FLY EXPRESS (2024-02 – Present)

• Manage end-to-end resolution of high-priority service escalations, ensuring outcomes align with company policy and regulatory requirements.
• Conduct investigative research into customer disputes, utilizing multiple communication channels to gather facts and provide formal determinations.
• Maintain 100% accuracy in customer case documentation, ensuring a clear audit trail for all resolved grievances.

Physician Practice Patient Representative at BAPTIST HEALTH (2023-01 – 2024-02)

• Investigated and resolved insurance eligibility discrepancies by interpreting payer policies and coordinating with providers.
• Managed patient billing grievances, analyzing payment disputes and facilitating resolutions.
• Analyzed EOC to explain benefits and reduce formal appeals.
• Served as a HIPAA compliance expert, ensuring sensitive data handling met federal privacy standards.
• Liaised between clinical staff and administration to resolve complaints and improve efficiency.

Customer Service Representative at PRESTIGE CONSULTANT GROUP (2023-01 – 2024-02)

• Acted as the primary point of contact for escalated grievances, providing timely resolutions.
• Provided accurate service information by researching databases and policy manuals.
• Maintained organized customer records and logged interactions according to quality assurance standards.

Patient Access Representative at MEMORIAL HEALTHCARE SYSTEM (2019-01 – 2022-12)

• Conducted insurance verification and benefit analysis, identifying coverage gaps and proactively addressing issues.
• Resolved registration and authorization errors by researching patient records and coordinating with insurance carriers.
• Maintained accurate patient interaction and insurance documentation for internal audits. Collaborated with healthcare departments to ensure patient access to care aligns with guidelines.

High School Diploma – Monsignor Edward Pace High School