Customer Service Medical Receptionist

Tracey Denise Lane

Paterson NJ *****

Summary:

Tracey has experience in medical field as an access navigator, clinic medical receptionist and medical record retrieval field representative.

Extensive experience in handling insurance verification, medical billing, and payment verification.

Responsible for including phone calls, scheduling appointments for patients, collecting patient fees for treatments, Insurance verifications, creating and maintaining patient file and inventory tracking.

Experience call center software In-Contact and answering high volume of inbounds and outbound calls.

Obtains patient’s insurance and demographic information and ensure all obtained information is registered in Athena Net.

Performs real-time insurance verification and interprets responses and matching claims.

Skills:

Data Analysis

Claims

Customer service

Experienced with Athena Net, Greenway Prime Suite

Epic, EMR Systems

Microsoft Office Suite (MS Excel, MS Word, MS PowerPoint)

Typing Speed: 35 WPM.

Computer Support

Customer Service Support

Health Records Management

Patient Scheduling

HIPAA Privacy Practices

Basic Billing/Coding

Operate Electronic Health Records Software

Understands Medical Terminology

Data Entry & Security

Patient Reimbursement Processing

QuickBooks Medicaid/Medicare

Education:

Ultimate Medical Academy 2018

Associate of Science, Health Science - Healthcare Technology, and Systems

Fully accredited, accelerated program providing instruction in identifying the basic functions, content, structure, and documentation requirements of paper and electronic health records (EHR) systems with medical billing, coding ICD 9/10 and CPT/HCPCS. Students learn to create, technically evaluate, and organize Electronic Health Records (EHR) and workflow processes. Program content develops students understanding of ethical and legal principles, procedures, and regulations that affect health information, patient privacy and security, including HIPAA. Students are prepared to obtain information regarding EHR technical issues, identify and analyze technical problems, assign, and apply help-desk technical support and escalate issues when appropriate. Research, professional writing, critical thinking, and communications skills are emphasized throughout the program.

University Of Cincinnat, Cancer Registry Management, Clermont Certificate Program 2022 – 2023

A NCRA-accredited cancer registrar certification program offered 100% online. CR Star trained along with Medical.

Terminology, Anatomy & Physiology, Human Disease, Pharmacology, and Healthcare Applications.

Professional Experience:

Valley Health System, Mahwah, NJ Jun 2022 – Apr 2023

Access Navigator for Women’s Health for OB/GYN

Greets patients in a tactful and courteous manner and acts as the first point of contact for incoming customer inquiries.

Handling over 100 incoming and outgoing phone calls.

Escalates cases as appropriate.

Helps patients navigate the healthcare system by providing clear and understandable instructions.

Provides field-based services to clients, committed to removing the client’s barriers to care by identifying critical resources for clients, helping navigate through health care services and systems, and promoting client health.

Build a working relationship, solve problems, and support patients while they learn to self-navigate the health care system.

Schedules appointment requests.

Utilizes existing tools to facilitate securing the right appointment with the right medical provider or team. Indicates special needs (e.g., special accommodation, interpreter, etc.).

Responsible for verifying payment and billing.

Responsible for claim matched up.

Performs real-time insurance verification and interprets responses.

Obtain patient’s insurance and demographic information and ensure all obtained information is registered in Athena Net.

Communicates insurance participation, financial responsibility (if applicable), and time of service policy to the patient population.

Maintains knowledge of insurance requirements.

Ensure that patients understand the arrival and check-in process, pre-appointment instructions and patient safety precautions, and other relevant information.

Emails specialty patient forms if needed.

Helps identify and document trends using an established protocol.

Promotes patient portal usage and connects to registration resources when applicable.

Collects pre-registration information to address outstanding Athena Network queue accounts and performs outbound calls to perform Athena Net referral scheduling.

Valley Health System, Mahwah, NJ Dec 2021 – Jun 2022

Contracted Access Navigator for Women’s Health through Aston Carter

Served as a point of contact for referring physicians’ patients, and caregivers to aid with assessing physicians’ services offered within the Valley Medical Group.

Converted callers interested in VMG into appointments, referrals, and utilization of services.

Served as a liaison between referring physicians, patients, and specialists.

Employed active listening and remain solution oriented in interactions with patients, families, and members of the health care team.

Demonstrated empathy, integrity, honesty, and compassion in difficult conversations.

Adhered to Personal Protective Equipment Compliance Procedure.

Complied with both corporate and department policies and procedures.

Escalated any/all issues or questions through appropriate channels.

Attended department trainings and meetings and interacts in two-way communication to assist.

in process improvement.

Responsible for verifying payment and billing.

Responsible for claim matched up.

Obtain patients’ insurance and demographic information and ensure all obtained information is registered in Athena Net.

Bio Reference Laboratory Elmwood Park, NJ Dec 2020 – Jun 2021

Contracted Lab Assistant through APEX

Performed duties may include but are not necessarily limited to the following:

Located, retrieved, and transported specimens as needed.

Generated, distributed, and monitored worksheets and pending reports.

Mapped samples promptly after testing is completed.

Stored samples capped or tightly covered, with parafilm in designated storage areas, with utmost consideration to maintaining specimen integrity, safety, easy retrieval, and organization.

Aided Lab Techs in any area when necessary.

Removed and/or discard expired samples from storage area as required.

Always maintained a safe and clean workspace.

Maintained a well-organized work area with adequate supplies.

Maintained documentation of assigned functions as required.

Adhered to Personal Protective Equipment Compliance Procedure.

Complied with both corporate and department policies and procedures.

Escalated any/all issues or questions through appropriate channels.

Escalated any/all issues or questions to a Lead, Supervisor or Manager.

Attended department trainings and meetings and interacts in two-way communication to assist.

in process improvement.

Eastern School of Acupuncture & Traditional Medicine Bloomfield, NJ Aug 2019 – Jan 2020

Clinic Medical Receptionist

Performs administrative and clerical tasks to enable Clinical Supervisors to maximize the demands of their time.

Maintaining strict confidentiality of sensitive information according to HIPAA and OSHA standards.

Responsibilities include phone calls, scheduling appointments for patients, collecting patient fees for treatments, Insurance verifications, creating and maintaining patient file and inventory tracking.

Chart Fast, Lawrenceville, GA Aug 2018 – Dec 2018

ROI -Medical Record Retrieval Field Representative

Ensures confidentiality of all medical records information and completes forms for release of information. Refers to Medical Records Supervisor / H.S.A. any requests of questionable nature.

Ensures all medical records filing is up to date.

Performs Clerical/Technical duties: Pull and file medical records daily as needed.

Prepare and type reports/correspondence as requested by supervisors.

Clothes for Kids' Sake, Mountain Lakes, NJ Mar 2017 – Jun 2018

Customer Service

Customer service remote.

Processed exchanges of donation products.

Maintained organizational sales and processing.

Daily processing of records for customers.

Hanul Corporation, Little Ferry, NJ Jul 2015 – Mar 2017

Customer Service Representative

Check to ensure that appropriate changes are made to resolve customers' problems.

Complete contract forms prepare change of address records, and issue service discontinuance orders.

Confer with customers by telephone or in person to provide information about products or services, enter orders, cancel accounts, and obtain details of complaints.

Contact customers to respond to inquiries or to notify them of claim investigation results or planned adjustments.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Order tests that could determine the causes of product malfunctions.

Resolve customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Solicit sales of new or additional services or products.

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