In a previous role, I encountered a situation where a patient's insurance claim was denied due to a coding error. I first reviewed the claim details and identified the incorrect code. I then contacted the insurance provider to explain the error and provided the correct documentation. After several follow-ups, the claim was reprocessed and approved, ensuring the patient received the necessary care without financial burden.

I prioritize tasks based on the urgency and complexity of each case. For example, I immediately address cases with imminent care needs or those facing financial hardship. I use a task management system to track deadlines and ensure no patient falls through the cracks. Regular check-ins and clear communication with the care team help me stay organized and responsive.

I believe in clear, concise, and empathetic communication. For patients, I ensure they understand their benefits and the steps needed to access care. I also provide regular updates on their case status. With healthcare providers, I maintain open lines of communication to coordinate care effectively. I use email, phone calls, and face-to-face meetings to keep everyone informed and aligned.

When a patient is dissatisfied, I first listen to their concerns without interrupting. I then explain their coverage in detail, using plain language to avoid confusion. If necessary, I escalate the issue to a supervisor or the insurance company for further review. My goal is to find a solution that meets the patient's needs while adhering to policy guidelines.

I have experience with various healthcare management software, including Epic and Cerner. When adapting to new systems, I first review training materials and attend any available sessions. I also seek out additional resources or ask for help from colleagues. My approach is to learn the system's features and functionalities thoroughly to maximize efficiency and accuracy in managing patient cases.