Donna Whalen

**** ********** ** ( Lexington, KY 40517 ( 859-***-**** (

acgoy2@r.postjobfree.com

linkedin.com/in/donnawhalen/

PROFILE

Energetic, resourceful and highly organized professional with strong

customer service proficiency. Results driven, focused, meticulously detail

oriented, and determined performer, offering the highest levels of

integrity, initiative, resourcefulness, thoroughness, and unmatched

commitment to the achievement of organizational goals and objectives.

EDUCATION

Associate of Applied Science, Healthcare Reimbursement; MEDICAL CODING

DIPLOMA

Spencerian College - Lexington, KY

. GPA: 3.14

. Academic Excellence Award - 2012

. Two-time recipient of the Dean's List Award - 2012, 2013

PROFESSIONAL AND ACADEMIC EXPERIENCE

. Strong customer service skills

. Strong attention to detail

. Ability to listen attentively

. Ability to answer a high volume of calls

XEROX - Lexington, KY

HEALTHCARE CUSTOMER CARE ASSISTANT for METLIFE AND TRICARE 6/17/13-1/7/14

* Responded to an average of twenty to one hundred twenty incoming calls

in a team oriented, high volume call center environment, providing

quality service to dental providers and Tricare members inquiring

about patient benefits, enrollments, and the status of claims and

checks. Assisted Tricare members who had billing questions, enrollment

questions, needed to find a dentist in their area, wanted to enroll

themselves or their family members in the TRICARE dental program, and

updated addresses as requested. Listened attentively to caller needs

to ensure a positive customer experience. Accessed Metcare, Legacy,

DEERS, JPMC, Tricare SIR, and CBS computer programs to look up and

input benefit, enrollment, claim, code, and billing information and

process payments via telephone for Tricare members.

RETINA ASSOCIATES OF KENTUCKY - Lexington, KY

EXTERNSHIP 4/2/2013-5/7/2013

* Observed various aspects of medical office billing including auditing

of encounter forms, entering and posting charges and payments,

submission of claim forms to various insurance companies, checking the

remittance advice for Blue Cross-Blue Shield, Humana, Medicare, and

Medicaid to ensure accuracy of charges, eye surgery scheduling, and

obtaining pre-authorizations for various medications, diagnoses, and

procedures. Performed various tasks for the low vision services

department including filing source documents, labeling chart folders,

and putting registration packets together.

HENRY CLAY HIGH SCHOOL - Lexington, KY

STUDENT AID 8/2001-5/2002

? Greeted students and visitors that came into the counseling office

and answered

questions that they had, assisted counseling office faculty and

staff by answering

phones, taking messages, and directing calls to the appropriate

staff member.

Delivered messages to various teachers when students needed to

see their

counselor and stuffed envelopes.

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