Customer Service Management

NANCY L. AKERS R SUM OF QUALIFICATIONS

***** **** ****** ****** **** 204

303-***-**** - home

Aurora, Colorado 80013 ablg1i@r.postjobfree.com

303-***-**** - cell

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QUALIFICATION HIGHLIGHTS

Outstanding customer service skills, 23 years of experience in health care

services in clinic and hospital setting; thorough coordination of health

plan referrals and precertifications; effective communication as liaison

with insurance companies, physicians, and health care professionals, self-

starter, cold-calls

SUMMARY OF SKILLS

> Sound organizational skills including scheduling, planning, setting

priorities, multi-tasking, time management, proficient in Microsoft

products, and adapting to company software

> Excellent communication skills, proven interpersonal skills, effective

written communication in memorandums and letters, attention to detail

> Strict adherence to patient confidentiality and HIPAA regulations

> Staff development and training

> Strong decision making capabilities

> Solid skills in level I case management

> Proficient in coding using ICD-9, CPT-4, HCPCS, charge entry

> Electronic Medical Record

> Ordering and stocking supplies in LTC environment; file management

with open and closed charts

PROFESSIONAL EXPERIENCE

Physician and Hospital Coder

> Review I/P, O/P, clinic patient charts utilizing EMR, QuadraMed

> Provide E/M review relevant to ICD-9 data utilizing Encoder

Referral/Precertification Coordinator/Level I Case Management

> Process referral & precertifications in compliance with necessary

criteria

> Review patient charts & analyze continuity of care

> Review plans of treatment to determine medical necessity and benefit

limitations

> Schedule patients for diagnostic and surgical procedures with

complete, accurate information

> Gather medical information to ensure file accuracy

EMPLOYMENT HISTORY

2009/2010 - various positions in a temporary capacity including LTC

facility HIM; HEDIS projects

2001 to 2008 - National Jewish Health, Denver, Colorado

Physician/Hospital Coder

1999 to 2001 - Exempla Gates Community Health Center, Denver, Colorado

Referral/Precertification Coordinator/Level I Case Manager

1998 to 1999 - Community Health Plan of the Rockies, Denver, Colorado

Referral/Precertification Coordinator, Internal/External Customer

Service

COMPANY SPONSORED TRAINING

Conflict Resolution Team Leadership Program

Leadership Englewood

Organizational Management Various Microsoft product-

training classes

References available upon request

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