Customer Service Medical
Resume:
Deena Usherson
People Oriented • Service Oriented • Results Oriented •Strong Medical/Government
background and education
DEENA USHERSON
Henderson, NV 89002
*************@*****.***
Objective
To meet the challenging demands and vision of a company well built on a foundation of inherent
goals and strong core values by contributing experience, professionalism, responsibility, and
trainability.
Qualification Summary
• Disciplined and highly trained individual with 17 years Medical and Government
experience
• Can excel and adapt to high pressure environments and thrive in both independent and
collaborative work environments
• Well-rounded and innovative professional environment with customer service, staff
training, supervision, strategic planning, case management
• Self-motivated team player and builder that enjoys customer relationships
• Excellent oral and written communications skill
• Proficient in Microsoft Word, Excel, Power Point
Professional Experience
8/2011 – Present Integrated Health Management Services Las Vegas, NV- Supervisor/Auditor
9/2005 – 8/2011 FirstSource, Inc. Las Vegas, NV- Patient Advocate Liaison
8/2000 – 9/2005 Gallagher Basset Services Las Vegas, NV- Medical Claims
Adjustor/Investigator
Management and Business
• Coordinated the activities of the department to meet client needs; Provided technical
support and/or resources to client and office personnel as needed. Supported Leadership
Team by identifying problems with respect to service issues that are critical to customer
service.
• Provided ongoing department training when issues are identified through auditing
• Responsible for the overall management and performance of the department.
Insured adequate organizational record keeping of confidential medical reports
•
Evaluated reports identifying deficiencies within the department; made appropriate
•
corrections as directed by management; interprets and executes policies and procedures
as established by management
Directed and supervised employees; engaged in hospital operations, plans and prepared
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work schedules and assigns employees to specific job duties
Evaluated reports to identify deficiencies within the department; made appropriate
•
corrections; interprets and executes policies and procedures as established by company
Conducted disciplinary actions on employees when needed
•
Strong background at high levels of team building, planning, organizing, and problem-
•
solving, all of which realized significant contributions to bottom-line results
Able to motivate employees to perform to their maximum potential through commitment
•
and team building
Customer Service and Medical/Government
Excellent interpersonal communication skills, coupled with the ability to establish and
•
maintain rapport with all levels of personnel, governmental agency professionals, medical
professionals, law enforcement agencies, management and clients.
Strong knowledge of State and Federal Guidelines, Policies, Procedures, Rules and
•
Regulations/Statues for case management and social service’s needs.
Conducted bed-side patient interviews and benefits needs assessments, as well as
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maintain close interaction with physicians, case managers, social workers and health care
team.
Adept in communicating effectively with customers, vendors, and staff
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Provided assistance to beneficiaries via telephone and within in-person meetings; offering
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retirement options on social security, advice and information to inquiring parties and
resolving Medicare payment issues, difficulties and outstanding grievances while
implementing viable solutions.
Served as liaison between client, insurers, physician’s, and hospital staff
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Conducted State audits, appeals and hearings on medical cases.
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Education:
• 2011 B. A. - Public Administration, Nevada State College, Henderson, NV
• 2003 A. A. - General Studies, College of Southern Nevada, Las Vegas, NV
Volunteer Work:
2011-present Choices Group, Clark County Drug Court,Las Vegas, NV- Group
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Education Facilitator
2008-present Silverman Triathlon, Henderson, NV –Community Volunteer
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2008-2010 Mountain Loop Trail Committee, Las Vegas, NV-Community Volunteer
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