Zainab Z. Deen
Norfolk
Summary
Compassionate Healthcare Specialist known for productive and efficient task completion. Skilled in patient care management, medical terminology, and healthcare policy comprehension. Excel in communication, empathy, and problem-solving to enhance patient outcomes and team collaboration.
Dynamic professional with a proven track record in customer service and support, honed at Inova Health Systems and other respected organizations. Expert in relationship building and problem-solving, with exceptional communication skills and proficiency in Microsoft Office. Demonstrates leadership and adaptability, consistently enhancing customer satisfaction and team efficiency. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Solid team player with positive attitude and Well-versed in policies, procedures and standards, with proven skill in establishing rapport with clients, and motivated to maintain customer satisfaction and contribute to company success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Member Experience Advisor
NATIONS BENEFITS
08.2023 - Current
- Handle inbound and outbound calls with Members enrolled in Nations Benefits programs; Nations Hearing, and NationsOTC
- Effectively advise, consult, and guide a member to the appropriate purchase of a hearing aid solution, utilization of their OTC benefit
- Establish genuine rapport with Members, demonstrating concern, showing patience, empathy, and sensitivity
- Be a trusted advisor to Members through interpersonal skills to establish a strong relationship
- Ability to handle high call volumes and make sound business decisions in an efficient manner
Patient Access Registrar
Inova Health Systems
Fairfax
06.2022 - 05.2023
- Explains insurance benefits and patient liability by using appropriate communication methods/styles
- Applies knowledge of online payer verification systems to obtain and validate insurance information on a timely and accurate basis
- Educates and assists patients with the completion/submission of applications for alternative sources of payment for healthcare services including medical assistance programs, loans, and grants
- Communicates scheduling changes to patients, staff, physicians, and patient representatives in a timely and professional manner, research
- Apply HIPAA privacy and security regulations while handling patient information
Concierge
Brightview Woodburn Senior living
Annandale
03.2020 - 06.2022
- Services as a front desk receptionist to answer incoming calls, respond to potential resident inquiries, and assist visitors with checking in and out
- Managing mail and deliveries
- Perform basic administrative/secretarial/reception duties
- Monitor security systems and follow confidentiality policies, including the emergency call system to ensure the safety of the residents
Certified Nursing Aide
Sunrise Assisted Living
Arlington
07.2018 - 02.2020
- Documented information in patient charts and communicated status updates to interdisciplinary care team
- Monitored vital signs and medication use, documenting variances, and concerning responses
- Monitored and recorded patient temperature, pulse, respiration, and blood pressure to monitor health statistics
Education
Master of Science - Health Informatics
George Mason University
Fairfax, VA05-2026
Bachelor of Science - Health Administration, Health Systems Management
George Mason University
Fairfax, VA05.2024
Associate of Science - Health Science
Northern Virginia Community College
Annandale, VA12.2021
Skills
- Microsoft Office (Excel, PowerPoint, Word)
- Excellent typing skills
- Interpersonal Skills
- Operating systems
- Performance tracking
- Membership renewals
- Dispute resolution
- Customer service/Customer support
- Escalation handling
- Call center experience
- Customer Satisfaction
- Adaptability
- Willing to learn
- Assertiveness
- Leadership skills
- Collaboration
- Critical thinking
- Exceptional communication skills (listening, verbal, and written skills)
- Work under pressure
- Experienced team player
- Patient and tolerant
- Problem solving
- Time management
- Relationship building, teamwork
- Positive attitude
- Reliability
Activities
- National Society of Leadership and Success (NSLS), 01/01/2020 - Current
- Phi Theta Kappa (PTK), 08/01/21 - 12/31/23
- The Society for Collegiate Leadership and Achievement (SCLA) and Mason Honors College, 09/01/22 - Current
Certification
- Inova Certificate of Excellence: June 2022, November 2022, December 2022
- Nations Benefits Top QA Score: November 2023
- TechSet Certificate of Completion
- CompTia A+, and Network+
References
References available upon request.
Timeline
Member Experience Advisor
NATIONS BENEFITS
08.2023 - Current
Patient Access Registrar
Inova Health Systems
06.2022 - 05.2023
Concierge
Brightview Woodburn Senior living
03.2020 - 06.2022
Certified Nursing Aide
Sunrise Assisted Living
07.2018 - 02.2020
Master of Science - Health Informatics
George Mason University
Bachelor of Science - Health Administration, Health Systems Management
George Mason University
Associate of Science - Health Science
Northern Virginia Community College
Similar Profiles
Amanda NixonAmanda Nixon
Remote Provider Support Specialist at Nations BenefitsRemote Provider Support Specialist at Nations Benefits
NANCY CALVONANCY CALVO
Member Experience Specialist at RemX Specialty Staffing / Nations BenefitsMember Experience Specialist at RemX Specialty Staffing / Nations Benefits
Samentha GarconSamentha Garcon
Member Experience Specialist at Nations BenefitsMember Experience Specialist at Nations Benefits