Customer Service High School
Resume:
LANEICE T. PRIMM
Pointe Cir.
Orlando, FL
32829
Email: *-*****@*******.***
OBJECTIVE:
Customer service professional seeking an entry level position utilizing my
proven organizational skills, strong communication skills, and educational
experiences. A self motivated and industrious problem-solver, always with
the goal of delivering care and attention that is above and beyond the
customer's expectations.
Profile:
Personable and polite person with a strong background of demonstrated
internal and external customer service skills. Professional, fast learner
of new skills, able to adapt to an ever-changing business environment.
Completed computer literacy. Diplomatic and tactful in communications with
professionals at all levels in an environment that includes many cultural
differences. Accustomed to handling sensitive confidential records in
accordance with industry practices and applicable laws. Flexible and
versatile - able to maintain a sense of humor and professionalism under
pressure. Excellent team-building skills, leading by example, and
establishing a professional work environment based on trust and respect.
EDUCATION AND TRAINING:
American Heart Association, Heartsaver / AED
Certificate, EKG Monitoring, Prince George's Community College, 2007
Certificate, Health Unit Coordinator, Montgomery College, 2005
High School Diploma, Wheaton High School,
WORK EXPERIENCE:
09/07-8/2012: Orlando Health / Dr. P, Phillips Hospital 9400 Turkey Lake Rd
Orlando, Fl 32819
Supervisor: Vivian Velazquez 321-***-****
Position: Telecommunications Operator
Duties: Answer and processes high volumes of calls for Orlando Regional
Healthcare sites accurately and professionally. Implements procedures for
processing codes and traumas quickly and accurately. Monitors various alarm
systems, ADT Code Red Fire, Dukane Code Blue, Remote Blood Bank Alarm, IV
Code Blue Panel, Medical Gas Alarm, Stroke Codes,
Code Stemi, Pharmacy Med Room Alarm. Quickly and efficiently notify
appropriate personnel when an active alarm is received. Transfers callers
to the proper entity when appropriate. Operates PBX Amcom Computerized
Phone System to facilitate the rapid processing of messages. Dispatches
appropriate personnel by radio or paging system when needed, delivers
appropriate pages to physicians, on -call personnel and other ORH employees
as needed. Participates in training, orientation and mentoring of new
employees as assigned by telecommunication supervisor. Conducts overhead
pages accurately and professionally. Maintains flexibility in work schedule
in order to meet the needs of the department. Process doctor summary from
sunrise acute care system.
12/03-09/07: Montgomery General Hospital 18101 Prince Phillip Dr. Olney MD
20832
Supervisor: Linda Jarvis: (301) 774- 8882
Position: Telecommunication Operator / Physician's Answering Services
Duties: Operates PBX consoles including physician' answering services and
hospital paging systems. Monitor/responds to multiple alarm systems. Alerts
hospital personnel to emergency code situations. Maintains a high level of
customer service through frequent contact with physicians, employees,
patient, visitors and the public. Frequently coordinates and performs
multiple tasks simultaneously. Maintains flexibility in work schedule in
order to meet the needs of the department. Conducts overhead pages
accurately and professionally.
3/02-11/06: MAMSI Health Plans/ United Healthcare 4 Taft Court Rockville,
MD 20850
Supervisor: Florence Walters :301-***-****
Position: Behavioral Health Department / Intake Coordinator.
Duties: Responsible for reviewing authorization request for all levels of
care in assigned product lines and make decisions in a timely manner.
Demonstrate proficiency in applying Behavioral Health criteria to all
levels of care for both admission and concurrent reviews. Demonstrate
ability to identify quality of care issues and appropriately document it in
the HC-120 and refer these issues. Proactively and concurrently intervene
to resolve problems and concerns by initiating discussions with staff.
Ability to identify medical issues. Proactively seek additional resources
as needed for case clarification and clinical input from staff member.
Performs skill in data entry and basic PC functions Microsoft Word, Word
Perfect. Ability to use MAMSI live screens to make appropriate utilization
decisions. Uploading clinical QA Audits Claims report. Processing PHP study
report. Foster relationships with Practitioner, facilities and Physicians
and Participating members of MAMSI health plan. Willingness to participate
as a team member. Accept special assignments as requested by supervisor.
Participate in departmental task, and programs as assigned. Uploading
Substance Abuse Form, Psychological/Neuropsychological Testing Form,
Developmental Testing Form, Test Battery Testing Form, Outpatient EAP form
and Inpatient Census. Handle escalated calls from ACD line. Responsible for
MAPSI approval letters. Maintain working knowledge of CPT ICD9 Codes,
Monitor and document caseload on a daily basis until review is completed
and a final determination is reached. Develop and maintain a routing system
for incoming and outgoing correspondence. Maintain files for authorization
review request and member correspondence and receive sort and distribute
all incoming faxes and mail appropriately and filing as needed.
SKILLS:
Customer Services, Data Entry, Telecommunications, General Office Skills,
Experience with Microsoft office Outlook, Word Perfect, Windows 2000,
Microsoft Word, Microsoft Windows XP Professional, Multiple telephone
lines. Knowledge of various office equipment: Including, copier, adding
machines, alphabetical and numerical filing system, Fax, etc.
CORE STRENGHTS:
Good Leadership
Team Player
Problem Solver
Interpersonal Skills
Contact this candidate