Tina Otum

I’m a healthcare customer service and call center professional with 8+ years of experience supporting patients and members in high-volume remote environments. I handle billing inquiries, benefits questions, scheduling, insurance verification, claims status, and revenue cycle workflows—delivering calm, empathetic service that keeps cases moving. Across my roles, I routinely support 70–120+ calls daily, resolve complex issues, and document accurately in EMR/CRM systems to maintain HIPAA compliance. I’m known for improving first-call resolution, reducing errors, and meeting strict QA, AHT, CSAT, and productivity targets in fast-paced settings. At Conifer Health Solutions, I verified eligibility, coverage details, and prior authorization status, helping reduce claim errors and rework by 20%. I also scheduled patient appointments and coordinated access to care, improving scheduling efficiency by 25%, while documenting in Epic and Salesforce with strong audit readiness. I bring a practical, quality-first mindset from my customer scheduling and contact center experience with organizations like Guideway Care and Humana. I support revenue cycle workflows end-to-end—using Epic, Cerner, Salesforce, Zendesk, Five9, Avaya, and Genesys—and I hold HIPAA compliance and call center operations certifications.