Nikhiya Augurson
Monroe
Summary
Dynamic Patient Care Advocate with proven expertise at Sagility Healthcare in HIPAA compliance and patient education. Adept at financial processing and conflict resolution, ensuring seamless healthcare navigation. Committed to enhancing patient satisfaction through effective communication and problem-solving skills, fostering a supportive environment for patients and families alike.
Overview
8
8
years of professional experience
Work History
Patient Care Advocate
Sagility Healthcare
Remote
08.2024 - Current
- Adhered to HIPAA protocols while handling sensitive patient information.
- Provided education about healthcare services available through public programs such as Medicaid and Medicare.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Conducted data access procedures adhering strictly to regulatory guidelines for sensitive information.
- Updated required medication renewals to ensure continuity in patient treatment.
- Handled payment procedures for patients.
CSR
TTEC
Remote
08.2023 - 07.2024
- Monitored customer satisfaction levels through surveys and feedback forms.
- Accessed patient information through various software applications, maintaining strict confidentiality to protect HIPAA regulations.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to the supervisor.
- Identified customer needs and provided appropriate solutions.
- Excellent customer service.
Team Leader
Walgreens
Monroe
10.2022 - 07.2023
- Assigning tasks to team members based on their skills and experience, to ensure a proper and balanced workload.
- Encouraging team members to maintain a positive attitude and achieving weekly goals set for them.
- Opening and closing the store as scheduled.
- Managing drawers at the beginning and end of shift.
- Friendly and accurate customer service is provided.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time, and to a high standard.
CSR
Teleperformance
Remote
12.2021 - 09.2022
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Researched required information using available resources.
- Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
CSA
CVS Pharmacy
West Monroe
01.2019 - 12.2021
- Greeting customers upon arrival, providing excellent customer service.
- Restocked and organized merchandise as needed.
- Directed customers to the products needed, as well as answering questions and possible concerns.
- Used the POS system to process payments.
- Counted registers at the beginning and end of shifts.
- Balanced needs of multiple customers at a time.
- Resolving any conflict with customers to satisfy customer needs.
Crew Member Team Leader
McDonald's Restaurant
West Monroe
12.2016 - 11.2018
- Kept the kitchen and dining room area organized, properly stocked, and sanitized.
- Continuously updated knowledge of company policies and procedures.
- POS systems to take payments.
- Learned duties for various positions along with providing backup at key times.
- Greeting customers upon arrival, along with providing excellent customer service.
Education
West Monroe High School
West Monroe, LA05-2017
Criminal Justice
Grambling State University
Grambling, LASome College (No Degree) -
Martinsburg College
Martinsburg, WVSkills
- HIPAA compliance
- Patient education
- Financial processing
- Data management
- Medication renewal
- Customer service
- Patience
- Effective listening
- Adaptability
- Data entry
- Word Skills
- Problem solving
- Conflict resolution
- Healthcare system navigation
- Time management abilities
- Health insurance knowledge
- Communicating to patients and families
- Professionalism
- Outbound calling
- Multitasking Abilities
- Healthcare
Timeline
Patient Care Advocate
Sagility Healthcare
08.2024 - Current
CSR
TTEC
08.2023 - 07.2024
Team Leader
Walgreens
10.2022 - 07.2023
CSR
Teleperformance
12.2021 - 09.2022
CSA
CVS Pharmacy
01.2019 - 12.2021
Crew Member Team Leader
McDonald's Restaurant
12.2016 - 11.2018
West Monroe High School
Criminal Justice
Grambling State University
Some College (No Degree) -
Martinsburg College
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