Customer Service Training

Tasha Ward

Email: ********@******.***

Address:

City: Dayton

State: OH

Zip: 45402

Country: USA

Phone: 678-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Driven and compassionate healthcare professional with 2 years hands-on experience in fast-paced outpatient behavioral health clinic and hospital environments. Accountable and responsible with a strong focus on patient satisfaction. Team Lead/Junior Operations Supervisor experienced at leading an administrative team to providing excellent customer service, quality and accuracy of data entry activities. Strong problem-solver with excellent time management skills.

Educational Background:

High School Dipolma from Northside Hospital, Atlanta GA 1/2001 to 9/2012 (Healthcare)

Job History / Details:

Professional Summary

Driven and compassionate healthcare professional with 2 years hands-on experience in fast-paced outpatient behavioral health clinic and hospital environments. Accountable and responsible with a strong focus on patient satisfaction. Team Lead/Junior Operations Supervisor experienced at leading an administrative team to providing excellent customer service, quality and accuracy of data entry activities. Strong problem-solver with excellent time management skills.

Education and Training

Northside Hospital Atlanta, GA

Professional Development Healthcare

Coursework in Health Services:

Corporate Compliance, Culture of Care, Situational Awareness, Medical Terminology Certificate, Presentation Skills/Technical Writing, Joint Commission Updates, ETime Timekeeper Training, Patient Access Training and Certification, and Financial Counselor Certification. National Career Readiness Gold Certificate

Skill Highlights

Leadership

Supervisory training/experience

Knowledge of Medicaid statutes and regulations

Decision making/problem solving skills

Organizational skills

Training/teaching skills

Attention to detail

Medicaid familiarity

Ability to identify and recommend process improvements

Critical listening and thinking skills

Relevant Professional Experience

January 2011 to Current

Northside Hospital Atlanta, GA

Team Lead/ Front Office Support Staff

Assisted with identifying process improvements in the day-to-day functioning of the department. Trained and coached six employees in two years. Created a training manual for the department for new employees. Reviewed customer survey information to prioritize areas of improvement. Routinely collaborated with department managers to correct problems and improve services. Assisted in resolving and satisfying client requests and internal operational issues. Prepared for HIPAA and JCAHO reviews, ensuring required brochures and pamphlets were available to patients in our clinic. Contributed substantially to successful department JCAHO accreditation. Maintained patient privacy and confidential patient information. Updated patient financial information to guarantee accuracy. Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information. Appropriately and correctly identified errors and re-filed denied/rejected claims as they were received from the Patient Account Representative. Evaluated the accuracy of provider charges, including dates of service, procedures, level of care, locations, diagnoses, patient identification and provider signature. Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy. Applied payments, adjustments and denials into medical manager system.

November 2012

Northside Hospital Atlanta, GA

Secretary/Patient Access/Financial Counselor

Treated all patients, their families, visitors, peers, staff and providers in a pleasant and courteous manner. Updated patient financial information to guarantee accuracy. Professionally and courteously verified appointment times with patients. Prepared patient charts, pre-admissions and consent forms as necessary. Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information. Added modifiers as appropriate, coded narrative diagnoses and verified diagnoses. Confirmed patient information, collected copays and verified insurance. Evaluated the accuracy of provider charges, including dates of service, procedures, level of care, locations, diagnoses, patient

identification and provider signature. Posted charges, payments and adjustments. Efficiently performed insurance verification and pre-certification and pre-authorization functions. Adeptly managed a multi-line phone system and pleasantly greeted all patients. Prepared patient charts accurately and neatly for the clinic.

September 1994 to September 2006

General Motors Corporation Atlanta, GA

Supervisor

Trained and supervised a staff of 10 direct labor employees to perform assembly and manufacture of product. Ensured that all health and safety guidelines were followed. Made sure that products were produced on time and are of good quality. Monitored product standards and quality-control programs. Oversaw the production process and managed the production schedule. Coordinated procedures for facility and equipment maintenance or modification, including the replacement of machines. Prepared and maintained production reports and personnel records. Responsible for the selection and maintenance of equipment. Tested products or sub assemblies for functionality or quality. Assisted machine operators with finished pieces. Maintained necessary level of communications between shifts. Responsible for achieving production requirements.

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