4. Professional Quality Assurance Coach
Professional Profile:
Accomplished customer service coach with proven ability to produce excellent
organizational results to include:
Error Reduction
Trending
Client resolution
Customer Service
Technical Skill Sets:
Windows
Microsoft Office
Power point
Excel
Outlook
Personal Skill Sets:
Work well under pressure
Ability to multitask projects
Leadership and Training
Energetic
Creative
Passionate
Quality focused
6. Personal Mission Statement
I am driven to improve my life as well as others. I am able to achieve this through
effective communication that leads to successful mentoring and training results. I take
pride in what I do and placing the needs of others over my own.
Always find and implement new and creative ways to expand knowledge
Apply strong work ethics and remain a positive example while doing so
Placing the needs of others first by volunteering and giving back to the
community
8. Joi Hatcher
9809 Carson Whitley Ave.
Charlotte NC 28277
904-482-9688
hatcherjoi@yahoo.com
Objective:
To advance with an organization that will allow me to utilize my healthcare knowledge and
skills.
Healthcare Training Skills:
Strong knowledge of medical terms and policies such as Acute Care, DME, Medicaid,
Medicare and Private Commercial Plans
Research and development of reimbursement structure for specific regions.
Over eight years of healthcare account management experience.
Over seven years of Clinical coaching and assessments.
Over eight years of Sales, Claims, Customer Service, Coding/ Billing, Prior
Authorization, Open Enrollment and Product Replacement.
Education:
MBA, Healthcare Management – University of Phoenix/2011-Present
Bachelor of Science, Human Services – University of Phoenix/2009
River Region Drug and Rehabilitation, Internship – 2009
Associates Degree, Health Care Administration – University of Phoenix/2007
9. Work History:
2010 – Present Site Coordinator AmerisourceBergen, Charlotte NC
Interact closely with the Sales Representatives, Provider Office and Hospitals by
successfully managing over 200+ accounts relating to product support, billing and
coding, payor and policy information and reimbursement support.
Coordinate and support organizational efforts to maximize reimbursement for drug
therapy and pharmacy related services.
Work closely with patients and patient assistance programs both proactively and
retrospectively.
2009 – 2010 Program Coordinator LifeSpan Services, Charlotte NC
Manage a caseload of 15 to 20 individuals and provide counseling and job training to
individuals with disabilities.
Provide written and verbal instructions on securing employment
Match individuals with employment that suit their individual needs
Coordinate intake and planning meetings for new individuals
Sale and market Life Span product
1999 – 2004 Call Center Manager,Operations Aetna Insurance, Jacksonville FL
Responsible for the daily operations and team initiatives
Support clients and staff with inquiries regarding health insurance
Provided detailed information regarding health coverage and claims
Lead training sessions for customer service development
Implement quality through monthly training sessions and monitoring
Assisted with daily monitoring and feedback.
Assisted with implementing new procedures.
Staff recruiting, retention and development.
References: Available Upon Request
11. Accomplishments
Promoted to Call Coach after one year of making Senior Customer Service
Representative.
Selected by management to compose and lead training session to improve the
quality of our Injection Network Tool.
Selected by management to train new hires on best practices, benefit
investigations and task list.
Selected during the first round as a result of quality to no longer send faxes to the
fax queue.
