Customer Service Medical

Gillian R. Davis

**** ******** **, ********, ** *3229

*Cell: 804-***-****

**********@*****.***

QUALIF ICAT IO NS SUMMARY: Professional pursuing a career in a field that will allow me to

broaden my horizons. Currently possess 5+ years of administrative and customer service experience,

along with an educational focus on medical administration. Seeking a challenging position within an

encouraging business where I can continue to utilize my expertise that has been learned throughout

my years in the field that will develop into a career .

EDUCATION

University of Phoenix – Richmond, VA 2008 – 2009

Pursued Bachelor of Science in Health Administration/Health Information Systems

ECPI – Glen Allen, VA 2006 – 2008

Pursued Associates Degree in Medical Administration

• Would like to further education to receive Masters Degree in Criminal Justice

Training:

Medical Billing and Coding: Learned and applied ICD-9, CPT, and HCPCS Coding concepts and

conventions.

Medical Terminology: Obtained substantial knowledge in medical terms as well as anatomy and

physiology

Medical Transcription: Sustained knowledge in gathering medical history, transcribing and

maintaining medical records

Medical Law and Ethics: Obtained and applied knowledge of HIPAA to various situations within the

healthcare field.

SKILLS SUMMARY

•Medi-Soft Billing Software

•Five years of call center experience

•MS Office Programs

•Windows 2000, XP and Vista

•Lotus Notes

•Eight years of customer service experience

•Knowledge of Oracle applications and systems database

•Knowledge of all current Internet web browsers

•Attention to detail

•Data entry

•Customer billing

•Citrix Systems

•Sending, receiving, copying of faxes

•Filing documents

•Able to comprehend and follow written and verbal instructions

•Lean Six Sigma Yellow Belt Training

•Would like to pursue Black Belt and Green Belt training in the near future.

PROFESSIONAL EXPERIENCE

Vangent Inc. – Chester, VA August 2009 – Present

Customer Service Representative Tier I

•Provide knowledgeable responses to Medicare/Medicaid beneficiaries in a courteous, timely and

professional manner.

•Utilize databases and written materials to look up and provide information to Medicare/Medicaid

beneficiaries.

•Verify insurance records on file for Medicare beneficiaries

•Maintain appropriate documentation of phone inquiries.

•Adhering to the Privacy Act as it relates to the confidentiality of information released.

•Checking paid/denied claims by Medicare for beneficiaries

•Accurately update records and make sure that accounts are documented for Medicare

beneficiaries

Keener Communications – Glen Allen, VA March 2010 – February 2011

Telephone Operator/Customer Service Representative

•Answered calls with average ring time of 10 seconds.

•Accurately documented and delivered messages to and for numerous clients.

•Handled various calls for after hour’s emergency services for medical practices, property

management, mental health, home healthcare, non-medical Home Care and Hospice Care.

•Handled numerous requests for Phillip Morris USA, CarePoint Medical, Airtime Marketing,

Swiss America as well as Scheidt and Bachmann USA.

Exclusive Staffing: Capital One – Richmond, VA M arch 2008 – April 2009

Capital One: Risk Specialist/Fraud Detection Rep/Data Entry Operator

•Collecting payment on delinquent accounts.

•Setting up payment arrangements for clients.

•Credit card activations.

•Lifting restrictions from accounts for clients.

•Performing vacation overrides for client accounts.

•Carrying out lost/stolen reports on fraudulent activity on client accounts while providing clients

with excellent customer service skills.

•Authorizing payments and balance transfers to multiple accounts for clients.

•Reviewing tickets for fraud cases.

•Reviewing accounts in regards to disputed charges on the clients statements and resolving the

matter by crediting the account back or writing it off for the client.

References available upon request.

Contact this candidate