Customer Service Quality Assurance
Resume:
Cathy Overstreet
Bristol, TN **620
**************@*****.***
Objective
An enthusiastic self-starter with excellent communication, interpersonal skills emphasizing on
establishing and maintaining excellent rapport with individuals from diverse backgrounds, cultures, as
well as executive level individuals. Analytical ability combined with extensive experience in information
technology, healthcare, pharmaceutical, and customer service. I am a team player that can also work
independently, multi-task various projects and apply strong organizational skills.
Experience
King Pharmaceuticals, Bristol, Tennessee August 2003 to Present
Inside Sales Coordinator
• Trained, worked, and interacted with the Inside Sales Representatives, Customer Service
Representatives, and senior management and provided technical support on the custom designed
industry software for King Pharmaceuticals.
• Worked closely with the Information Technology support team, provided end-user desktop
support.
• Attained and familiarized knowledge of pharmaceuticals, protocols and policies, all PDMA
(Prescription Drug Marketing Act), FDA, DEA, federal and state guidelines.
• Organized and performed a variety of verification and quality assurance tests on custom designed
industry software.
• Tested and revised specific client training curriculum prior to performing end user training
• Analyzed organizational/departmental technical workflow.
• Defined departmental end-user requirements.
• Collected data for configuration and display
• Facilitated screen/form design.
• Provided specific and customized training to individuals with very little to no knowledge or
understanding of computer functions and software.
• Trained in classroom environment, one-on-one tutorial and gap training.
• Initiated the design of tailored examples and exercises.
• Devised the design and detailed and fundamental study tools.
• Analyzed report requirements
• Provided study tools and PowerPoint presentations
• Revised and edited curriculum and department operating procedures.
• Managed and maintained the data warehouse for the Commercial Operations Support Center.
Wellspring Family Practice, Bristol, Tennessee February 2003 to July
2003
Practice Administrator
• Fully directed the management of a family practice, promoting superior medical care for 150-200
weekly adult/pediatric patients through supervision 6 to 8 health care professionals.
• Coordinate multiple office functions that focus on computerized scheduling, electronic billing,
reimbursements, collections, accounts payable/receivable, patient records, data management, and
payment plans with a demonstrated knowledge of insurance carriers, medical terminology, and
CPT/ICD-9 codes.
• Serve as primary point of contact for, and liaison between patients, administrative staffs,
physicians, nurses, and technicians to facilitate proper lines of communication and expedient
problem resolutions.
• Implemented HIPAA policy.
• Managed medical records in accordance with policies and procedures and in accordance with
acceptable local, state, and regional laws.
Kindred Healthcare Greystone, Blountville, Tennessee September 2002 to February 2003
Accounts Receivable Specialist
• Manage all aspects of accounts receivable including billing for Medicare, Medicaid, and other
commercial carriers, posting payments, collections, etc.
• Utilized HCPC and ICD-9 codes.
• Served as interim Accounts Payable Specialist and trained new personnel.
Bristol Children’s Clinic, Bristol, Tennessee September 2001 to September 2002
Front Office Clerk
• Managed a medical front desk in areas of manual and computerized scheduling, billing, and
medical/insurance records management, including major carriers, Tenncare, and Medicaid.
• Performed a broad scope of clinical procedures, effectively communicating, documenting clinical
notes, and recording test results.
Tri-State Mountain Neurology, Johnson City, Tennessee July 1997 to September 2001
Front Office Clerk
• Interfaced extensively with patients, staff personnel, and neurologists.
• Performed multiple office functions such as computerized scheduling, electronic billing,
medical/insurance records management, phone triage, documenting clinical notes, and general
administrative office assignments.
Software Skills
Windows Vista, Windows XP, Microsoft Word 2003 & 2007, Excel 2003 & 2007, Powerpoint 2003 &
2007, Access 2003, Publisher 2003, Outlook 2003 & 2007, Project 2003, Webex, Photoshop, Adobe
Acrobat, SAP, StayinFront CRM, Avaya CMS Supervisor, Kronos, Medic, Medical Office Management,
Meeting Place, Webex, Internet Explorer, Chrome, Opera, Safari and Mozilla Firefox.
Education
Major: Business Management 1989-1991
Emory & Henry College – Emory, Virginia
Major: Organizational Management 1992-1994
Virginia Intermont College – Bristol, Virginia
SAP01 – SAP Overview
KDC Atlanta - Atlanta, Georgia
Kepner-Tregoe Problem Solving and Decision Making
King Pharmaceutcials – Bristol, Tennessee
Microsoft Project Workshop
Northeast State Technical Community College – Blountville, Tennessee
Advanced Microsoft Excel Workshop
Skillpath Seminars – Johnson City, Tennessee
Memberships
PDMA Alliance
Young Professionals of Bristol (Membership Chair)
Who’s Who in America for Business & Finance 2010
References
Available upon request.
Contact this candidate