Donna Chase
Indianapolis
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
22
22
years of professional experience
Work History
Medicaid Eligibility Specialist
Centauri Health Solutions
04.2025 - Current
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Reduced errors in eligibility decisions with meticulous attention to detail and thorough documentation of applicant information.
- Achieved timely resolution of cases, conducting comprehensive reviews and maintaining close communication with applicants.
- Maintained strict confidentiality of applicant information, adhering to all applicable privacy laws and regulations.
- Improved client understanding and satisfaction with detailed explanations of eligibility requirements.
- Conducted thorough eligibility assessments, ensuring compliance with federal and state Medicaid policies.
Patient Support Specialist
BioMatrix Specialty Pharmacy
03.2022 - 02.2023
- Contacted patients to set up prescription refills while gathering necessary data points to support refill process
- Submit for insurance re-authorizations as needed
- Obtained necessary documentation from doctors' offices and/or patients, to include lab work, prescription refills, etc., while following all legal requirements
- Ensured clinical compliance of patients by asking pre-determined questions and escalating to a pharmacist when necessary
- Referred all clinical questions, situations, and responses to a pharmacist
- Communicated professionally with both patients and doctor offices while following all legal requirements, to include state pharmacy regulations and HIPAA
- Responsible for maintaining relationships with doctor's offices to include: Appropriate communication with offices as required and permitted by law
- Communication with field-based sales representative while adhering to HIPAA requirements
- Customizing services where possible in accordance with office preferences
- Stay up to date with appropriate level of clinical knowledge of applicable disease states
- Assisted pharmacy operations teams as needed
- Maintain knowledge of and comply with the regulatory guidelines and standards of practice of the State Board of Pharmacy, FDA, DEA, Department of Health & Human Services, Medicare, ACHC, URAC and OSHA as applicable to pharmacy location
- Triage patient and pharmacist related questions and channel to the appropriate person.
Assistance Coordinator
IMG
02.2020 - 03.2022
- Assisted members with process of medical travel claims
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented conversations with customers to track requests, problems and solutions
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Upheld strict quality control policies and procedures during customer interactions
- HIPPA Compliant
- Assisted members with understanding benefits as outlined in policy.
Medicaid Eligibility Assistant
Department of Family Resources
05.2016 - 06.2018
- Reviewed Eligibility for SNAP / TANF Programs Front Desk, Client Service
- Assist client with application process
- Assist clients with turning in case related documents
- Check benefit status and answer any questions client may have in regard to any verification or documentation that is requested
- Research client cases to troubleshoot issues with denial or discontinuance of benefits
- Process applications for expedited SNAP benefits
- Schedule/reschedule appointments
- Utilize translation services through third party language line to assist non-English speaking clients.
Medicaid Processing Assistant
Indiana Department Of Corrections
01.2016 - 04.2016
- Set up and maintain paper and electronic filing systems for records, correspondence, and other material
- Operate office equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheet, word processing, database management, and other applications.
Phlebotomist
GRIFOLS PLASMACARE
08.2012 - 01.2013
- Collect fluid or tissue samples, using appropriate collection procedures
- Dispose of blood or other biohazard fluids or tissue, in accordance with applicable laws, standards, or policies
- Draw blood from veins by vacuum tube, syringe, or butterfly venipuncture methods
- Match laboratory requisition forms to specimen tubes
- Organize or clean blood-drawing trays, ensuring that all instruments are sterile and all needles, syringes, or related items are of first-time use
- Calibrate or maintain machines, such as those used for plasma collection
- Monitor blood or plasma donors during and after procedures to ensure health, safety, and comfort
- Process blood or other fluid samples for further analysis by other medical professionals.
Receptionist/Administrative Assistant
AMERICAN DOCUMENT MANAGEMENT
03.2003 - 05.2007
- File and maintain records
- Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents
- Collect, sort, distribute, or prepare mail, messages, or courier deliveries
- Schedule appointments and maintain and update appointment calendars
- Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
Education
Associates Degree - Medical Assisting
HARRISON COLLEGE
INDIANAPOLIS, IN06.2012
Skills
- HIPAA compliant
- MS Office 365 efficient
- Effective communication
- Adaptability and flexibility
- Data management
- Medicaid
- Interviewing techniques
- Teamwork and collaboration
- Customer service
- Attention to detail
- Application processing
Timeline
Medicaid Eligibility Specialist
Centauri Health Solutions
04.2025 - Current
Patient Support Specialist
BioMatrix Specialty Pharmacy
03.2022 - 02.2023
Assistance Coordinator
IMG
02.2020 - 03.2022
Medicaid Eligibility Assistant
Department of Family Resources
05.2016 - 06.2018
Medicaid Processing Assistant
Indiana Department Of Corrections
01.2016 - 04.2016
Phlebotomist
GRIFOLS PLASMACARE
08.2012 - 01.2013
Receptionist/Administrative Assistant
AMERICAN DOCUMENT MANAGEMENT
03.2003 - 05.2007
Associates Degree - Medical Assisting
HARRISON COLLEGE
Similar Profiles
Breana SpoonerBreana Spooner
Medicare/Medicaid Eligibility Specialist III at Centauri Health Solutions Inc - Human ArcMedicare/Medicaid Eligibility Specialist III at Centauri Health Solutions Inc - Human Arc
Veronica JungVeronica Jung
Team Leader at Centauri Health SolutionsTeam Leader at Centauri Health Solutions
Jacquelyn L Van Der HorstJacquelyn L Van Der Horst
Medicare Eligibility Specialist at Centauri Health SolutionsMedicare Eligibility Specialist at Centauri Health Solutions
Brooke LeavellBrooke Leavell
ER Registered Nurse at Community North HospitalER Registered Nurse at Community North Hospital
Nathan GrahamNathan Graham
Prototype Procurement Manager at Allison TransmissionPrototype Procurement Manager at Allison Transmission