Medical Customer Service

Cheryl Dillard

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

Address: 142B Hastings Avenue

City: Rutherford

State: NJ

Zip: 07070

Country: USA

Phone: 201-***-****

Skill Level: Experienced

Salary Range: $56,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CHERYL M. DILLARD

201-***-**** (C) 973-***-**** x 2581 (W)

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

SUMMARY: Health Care Professional with twenty six years experience including Total Quality Management, computerized records systems, ward management, office management, medical record coding, patient representation, customer service and intake processing of human research requests

OBJECTIVE: To obtain a position that will allow me to enhance this organization with my knowledge, abilities and drive. To achieve success for our Veterans in any way possible

Highlights/Qualifications

Implemented computerized record system for physicians

Implemented quality management measures for the collection and aggregation of specific data

Trained hospital staff in the medical record completion process, advanced clinic access,

Practice Manager to the Outpatient Clinics

Composed correspondence for Administrators and customers

Analyze and recommend solutions to problems

Ensure proper credentials of research study staff

CITI/TMS Administrator

Timekeeper

Skills

Type 71 WPM with 90% accuracy

Telephone Etiquette

Microsoft Office Software

Excel

DHCP, VISTA, Windows XP, Windows 7

Internet Applications

CPRS

MIRB

Transcribe Medical Records

Data Entry

ICD9 & CPT 4 Coding

PROFESSIONAL EXPERIENCE:

VA NEW JERSEY HEALTH CARE SYSTEM

Ambulatory Care - Employee Health

385 Tremont Avenue, East Orange, NJ 07018-1095

EHPDP Program Support Assistant August 2012 to present

* Responsible for the recruitment and registration of Veterans and employees to utilize the new Wellness Center.

* Initiate and maintain spreadsheets and attendance logs for Wellness Center members

* Responsible for maintaining initially developed folders on all Wellness Center members with strict confidentiality and that all information is current

VA NEW JERSEY HEALTH CARE SYSTEM

Research and Development

East Orange Veterans Medical Center

385 Tremont Avenue, East Orange, NJ 07018-1095

HRPP Support Assistant - Intake Coordinator January 2007 to August 2012

* Responsible for the intake and processing of protocol submissions pertaining to human subjects.

* Ensures submissions are properly logged and contain the necessary documents to go forth. Responsible for making sure the correct applications and forms are used, the correct number of copies is submitted, all applicable areas have been completed and the required items to accompany the submission are included.

* Responsible for the initial development, maintenance and dissemination of review criteria and the tracking system for items logged in and in need of follow up.

* Assists in the preparation of agendas for the Director`s Quarterly Research Staff Meeting, as well as prepares the agendas for HRPP education sessions.

* Produces statistical reports of committee events and items reviewed by the R&D committee.

* Updates and maintains the IRB member roster and files.

* Prepares and distributes continuing review packets to investigators to assist in the process of timely continuing reviews.

* Responsible for ensuring every team member for a study is credentialed and has completed all training required for their role in the protocol submission processes.

VA NEW JERSEY HEALTH CARE SYSTEM

Bergen County Outpatient Clinic

385 Prospect Avenue, Hackensack, New Jersey 07601

Practice Manager December 1999 to January 2007

* Served as lead program assistant in the Bergen County Practice.

* Maintained professional appearance

* Used multiline phone system

* Maintained strict confidentiality of patient health information

* Received and processed patients reporting for care both scheduled and unscheduled visits.

* Directed patients and visitors.

* Screened veterans to determine the nature of medical problems when seeking treatment and determined the extent of care needed.

* Data input and processing for admissions and discharges, follow up and referral appointments, means tests and other administrative processes, including insurance billing and processing.

* Assured all practice areas were adequately covered, that the assigned workload was accomplished within the timeframe allotted and ensured that each patient was courteously served.

* Conducted periodic studies of the administrative workflow of the practice to measure the efficiency of operations. Prepared written reports and recommendations as to corrective actions to resolve problem areas.

* Composed correspondence that included updates in patient care to veterans and administration.

* Assisted in the training of other employees assigned to the clinic area, explaining proper administrative procedures.

* Assists and advises physicians and staff regarding station policy, VA regulations and laws concerning outpatient treatment and administration matters.

* Assists clinical staff in preparation for the examination process.

* Carried out a variety of clerical duties associated with patient care and treatment in the practice.

* Drafted correspondence for particular veteran needs ie., appointments to out of state hospitals for specialty care

* Worked as a team player

Medical Record Technician Coder/Analyst April 1996 to December 1999

* Implemented computerized record system for physicians resulting in increased turnaround time of discharge summaries, progress notes, operation reports, C&P exams and biopsychosocial summaries from 2 weeks to 48 hours.

* Responsible for meeting many deadlines, including quarterly census and end of month closeouts.

* Responsible for assignment of discharge codes to medical records

* Analyze medical records for completion and/or deficiencies according to various accrediting agencies

* Maintenance of newly implemented dictation log and conducted in-service for new doctors

* Orientated hospital staff in the medical record completion process

* Determine additional diagnoses and operations/procedures not documented on the discharge summary

Quality Management Medical Record Technician January 1991 to March 1996

Part of Quality Management team responsible for developing and implementing TQI processes for compliance with Joint Commission for Accreditation policies.

* Aggregated and calculated monthly quality management data

* Evaluated data bases and made recommendations to improve monitoring methods

* Assisted in the development and design of reliable data collection tools and procedures.

Health Unit Coordinator February 1988 to December 1990

Served as Health Unit Coordinator on 40 bed Neurology and AIDS Ward.

* Maintained patients` medical records

* Updated patients` vital statistics via internal computer system

* Reviewed the ward for bed control check

* Informed clinical staff of change in patients` medical condition

* Maintained strict confidentiality of patient health information

EDUCATION/TRAINING:

February 1999/ NJ Health Care System

ICD9 & CPT4 Coding Workshop

Intermediate level ICD9 & CPT 4 Class

Medical Terminology Workshop

October 2004/NJ Health Care System

Office Management Training Sessions and Workshops

October 2005/ National Training Seminars

How to Handle the Front Desk

October 2007/National Training Seminars

Management Skills for First-Time Supervisors

November 2007/Essex County College

Corporate and Business Training

2000-2007, awarded seven (7) Gold Oak Leaf Awards and four (4) Silver Oak Leaf Awards based on my contributions to patient satisfaction in Ambulatory Care

December, 2006, received a Special Contribution Award for my unique contribution to the mission of the

Department (Ambulatory Care): Advanced Clinic Access

Licensed Evangelist-John Wesley Methodist Church

Interests/Hobbies:

Family

Entertaining

Bible Study

Reading

Travel

Bowling

Fine Dining

Cooking

Crossword Puzzles

References:

Upon request

Contact this candidate