Joewanda Parks

Open to remote, hybrid & travel roles

Temp contact Center Manager / Travel Trainer - Alight Solutions

(2023-08 - 2026-02)

• Directed Daily Contact Center Operations: Led day-to-day multi-channel operations—including phone, live chat, and email—with a consistent focus on enhancing team productivity and ensuring exceptional service delivery.
• Executed Quality Assurance & Coaching: Performed comprehensive QA by reviewing and grading agent calls, utilizing these insights to implement targeted coaching strategies that improved team efficiency and communication standards.
• Led CRM Integration & Onboarding: Managed the successful integration of a new CRM system to streamline client interactions and developed a structured onboarding program that significantly reduced agent ramp-up time.
• Resolved Complex Escalations: Expertly handled and resolved high-level customer and patient escalations across all communication channels, successfully maintaining a customer satisfaction rating of over 95%.
• Managed Patient Access Workflows: Coordinated end-to-end patient access activities using EHR systems, including registration, insurance verification, and the scheduling, rescheduling, and confirming of appointments while maintaining pristine medical records.
• Processed Medical Records Requests & Documentation: Handled high-volume data entry tasks, including uploading records requests, patient authorization forms, and processing medical record requests and provider letters with a high degree of speed and accuracy.
• Verified Insurance Eligibility: Conducted thorough eligibility and benefits verification for Medicaid, Medicare, and commercial insurance plans before patient appointments to ensure timely access to care.
• Secured Prior Authorizations: Prepared, compiled, and submitted complete prior authorization packets with required clinical notes via payer portals, third-party platforms, or fax.
• Drove Payer & Provider Follow-Up: Conducted rigorous phone-based and digital follow-ups with insurance companies and provider offices to confirm receipt, resolve processing issues, and obtain approval or referral numbers.
• Optimized Order & Approval Logistics: Maintained highly organized tracking systems for order approvals, rejections, and pending decisions, proactively addressing missing documentation so patient orders could be accurately corrected, released, and shipped as needed.
• Processed Medical Claims: Completed, validated, and processed medical claims in strict accordance with payer policies, coverage guidelines, and HIPAA regulations.
• Utilized Healthcare IT Systems: Managed complex logistics for patient inquiries and healthcare team data reporting using EPIC, EHRs, and various specialized ticketing systems.
• Served as a Technical Coding Resource: Acted as a subject matter expert for healthcare providers regarding ICD coding structures, billing guidelines, and payment inquiries.
• Delivered Corporate Training: Traveled to various site locations as a corporate trainer to onboard, coach, and elevate medical receptionists, Medical Assistants (MAs), and medical call center agents.
• Administered HR & Compliance Functions: Supported workforce operations by administering essential compliance and HR functions, including the processing and coordination of FMLA, MHLA requests, and ADA accommodations.

TEMP CALL CENTER SUPERVISOR - STARTUP CONSULTANT - Totalmed

(2023-01 - 2023-08)

• Directed Multi-Channel Operations: Managed end-to-end customer service workflows and patient intake processes across phone, email, live chat, and social media channels to ensure seamless service delivery.
• Established Quality Assurance Standards: Reviewed and graded agent interactions to maintain premium service quality, utilizing findings to design tailored scripting, performance metrics, and departmental quality guidelines.
• Led Recruitment & Onboarding: Facilitated full-cycle hiring for client representatives and team leads, and implemented modern new-hire training modules that substantially reduced agent time to proficiency.
• Optimized Performance & Satisfaction: Streamlined cross-departmental service workflows, driving down response times and continuously improving overall client and patient satisfaction ratings.
• Managed High-Level Program Escalations: Resolved complex, high-tier escalations for state-regulated programs—including Medicare, Medicaid, and Food Stamps (SNAP)—while maintaining strict compliance and meticulous documentation for flawless audit preparation.
• Adjudicated Complex Medical Claims: Processed, verified, and adjudicated high-volume medical claims by evaluating CMS-1500 and UB-04 forms for accuracy, benefit alignment, and payer policy compliance.
• Applied Technical Medical Coding: Utilized ICD-10, CPT, and HCPCS coding structures to validate billed healthcare services, identify discrepancies, and ensure accurate, appropriate reimbursement.
• Investigated Billing Discrepancies: Research and resolved intricate claim issues, including coding errors, duplicate submissions, contract terms, fee schedules, and missing clinical documentation.
• Coordinated Patient Intake Workflows: Led end-to-end patient onboarding using EPIC, managing referral reviews, entering precise demographic profiles, and monitoring operational readiness for clinic efficiency.
• Optimized Scheduling & Registration: Scheduled, confirmed, and managed patient appointments within Electronic Health Record (EHR) platforms to reduce care delays and guarantee accurate patient registration.
• Secured Prior Authorizations: Reviewed and verified insurance data and eligibility parameters to submit, track, and log technical prior authorization requests, approvals, and denials.
• Verified Insurance Benefits: Audited real-time coverage, benefits, and network participation for Medicare, Medicaid, and commercial payers before patient appointments to drastically minimize front-end denials.
• Collaborated via Modern Tech Ecosystems: Leveraged Google Suite, specialized scheduling tools, CRM software, Polaris, and Slack to partner with internal teams, resolve data-entry bottlenecks, and streamline information sharing.

CALL CENTER SUPERVISOR - SAVILINX

(2017-08 - 2022-11)

Associates - Health Information Science - Columbia Southern University (2017-03 - 2017-03)

HS Diploma - New Summit HS (2007-10 - 2007-10)

Certification - Medical Assistant - MedDocTraining School (2026-03 - 2026-05)