Ogechi Ekeogu

Results-oriented healthcare and business professional with 8+ years of experience across patient advocacy, pharmacy operations, customer service, accounting, and human resources. Skilled in healthcare navigation, insurance support, appointment coordination, high-volume member interactions, and process improvement. Known for empathetic communication, complex problem-solving, and building trust with patients, customers, and stakeholders.

Patient Advocate | Offered Promotion to Lead Patient Advocate - Understood Care - Remote

(2025-02 - 2026-09)

• Provide compassionate, non-clinical support to Medicare members navigating healthcare services, insurance-related questions, appointments, and available resources.
• Serve as a trusted point of contact for members who need help understanding healthcare processes, accessing services, or overcoming barriers to care.
• Assist members with appointment scheduling, provider communication, digital health tools, referrals, and identification of appropriate support resources.
• Use active listening, empathy, and clear communication to understand individual member needs and provide practical, member-centered solutions.
• Research resources and coordinate next steps to help members address healthcare-access challenges while maintaining accurate and timely documentation.
• Collaborate with internal teams and healthcare resources to support continuity of care and improve the member experience.
• Handle sensitive member interactions professionally, demonstrating patience, confidentiality, problem-solving, and strong follow-through.

Remote Accountant - Citi Bank - Remote

(2023-05 - 2025-06)

• Streamlined the month-end closing process by 25% through automation of journal entries, enabling faster financial reporting and improved decision-making.
• Analyzed financial data and developed cost-saving strategies, resulting in a 12% reduction in operational expenses within the first year of implementation.
• Managed a portfolio of 50+ clients, ensuring accurate and timely tax compliance with a 98% client retention rate through exceptional service and proactive communication.
• Reconciled complex general ledger accounts, resolving discrepancies and improving financial statement accuracy by 15% through detailed analysis and corrective action.
• Led implementation of a new accounting system, improving data reporting capabilities by 30% and increasing team efficiency by 20% through training and support.

Lead Pharmacy Technician - Walgreens - Atlanta, GA

(2019-09 - 2025-06)

• Interpreted and entered prescriptions; triaged inbound inquiries to sustain high service levels.
• Resolved third-party insurance issues and prior authorizations, reducing claim delays and denials.
• Assisted patients with financial assistance and medication access programs to improve adherence.
• Ensured compliant storage and handling of hazardous and refrigerated medications with zero incidents.
• Maintained lean inventory, preventing stockouts and minimizing waste.
• Drove process improvements that shortened fill turnaround times and enhanced patient satisfaction.

Human Resource Management / Payroll / Customer Agent - Fierce Dynamic Call Center

(2019-09 - 2025-07)

• Spearheaded implementation of a performance management system, resulting in a 30% increase in employee engagement and a 15% reduction in turnover within the first year.
• Managed full recruitment life cycle for 100+ positions annually, reducing average time-to-fill by 20% while maintaining a 95% candidate satisfaction rate.
• Processed payroll for 500+ employees bi-weekly with 99.9% accuracy, ensuring timely and compliant payment delivery.
• Streamlined payroll processes through automated timekeeping and reporting, reducing processing time by 25% and manual data-entry errors by 15%.
• Resolved an average of 40 customer inquiries daily via phone, email, and chat, consistently exceeding satisfaction targets and ranking in the top 10% for issue-resolution efficiency.

Account Billing Customer Service Representative - Comcast - Remote

(2020-06 - 2023-05)

• Resolved billing inquiries for approximately 50 customers daily, achieving a 95% customer satisfaction rating.
• Processed an average of 80 billing adjustments per week, reducing billing errors by 15% through proactive investigation and system updates.
• Managed a portfolio of 200+ client accounts, decreasing overdue payments by 10% through effective communication and payment-plan negotiations.
• Responded to customer emails and phone calls, resolving 90% of issues within first contact and exceeding service-level agreements.
• Identified and reported recurring billing discrepancies, contributing to a 5% reduction in overall accounts-receivable write-offs.

Tax Preparer - TurboTax

(2019-06 - 2023-05)

• Prepared and filed 300+ individual and small-business returns with 99% accuracy.
• Identified eligible deductions and credits, yielding an average 15% tax savings per return.
• Increased client retention by 20% through exceptional service and relationship management.
• Reviewed financial documents to correct errors, increasing client refunds by an average of 8%.
• Managed 100+ clients, ensuring timely and accurate compliance with IRS regulations and deadlines.

Bachelor's - Health Administration - Atlanta Metropolitan State College (2028)