Diana Akoto

Results-driven healthcare customer service professional with more than 10 years of experience supporting members and patients in managed care and laboratory environments. Demonstrated success researching and resolving complex eligibility, claims, billing, and service inquiries while ensuring accurate documentation, HIPAA compliance, and timely follow-up. Skilled at reviewing account information, coordinating with clinical and operational teams, navigating electronic health plan and laboratory information systems, and delivering high-quality member-focused service in fast-paced, high-volume settings.

Customer Support Associate - LabCorp

(2020-01)

• Manage 70 to 80 inbound patient calls daily, researching and resolving billing, account, and service inquiries while meeting established service standards.
• Review patient accounts, insurance information, and supporting documentation to identify issues and coordinate timely resolution with billing, operations, and clinical teams.
• Verify demographics, insurance eligibility, and billing information for more than 70 patient accounts daily, ensuring accurate documentation and minimizing processing errors.
• Maintain and update more than 100 patient records each week in Salesforce CRM, documenting all interactions and actions taken to support timely follow-up and continuity of service.
• Maintain complete, HIPAA-compliant electronic documentation that supports quality standards, audit readiness, and an accurate record of patient communications.

Client Support Associate - Aetna Better Health Insurance Plan

(2015-01 - 2017-12)

• Handled 40 to 60 daily member inquiries involving eligibility, claims, benefits, and prior authorizations while delivering high-quality member service.
• Reviewed member accounts and researched benefit, claims, and authorization questions to provide accurate information and resolve concerns within established turnaround times.
• Documented detailed case information, actions taken, and outcomes in electronic healthcare systems to support continuity of service and accurate recordkeeping.
• Collaborated with clinical, claims, and billing teams to resolve complex member issues while adhering to health plan policies and HIPAA requirements.
• Maintained accurate documentation, managed multiple priorities in a high-volume call center, and escalated issues appropriately when additional review was required.

Community Health Associate - Delaware Physicians Care Inc.

(2012-01 - 2014-12)

• Conducted proactive phone and email outreach to patients and providers to support care management initiatives.
• Supported 20 to 35 appointment scheduling and appointment-related requests each day, including rescheduling, order verification, and directing patients to appropriate service locations.
• Educated patients on healthcare benefits, services, and care plans.
• Tracked communications, care gaps, and outcomes using healthcare databases and Microsoft Excel.
• Maintained accurate documentation and collaborated with interdisciplinary teams to support coordinated patient care.

Bachelor of Science - Health Sciences - Wilmington University