Level I Help Desk Coordinator /Administration Assistant
Resume:
Michelle S. Daniels
***********@*****.***
Tech Analyst with over 30 years’ experience in executive staff support. Highly dedicated professional with excellent public relation skills, problem-solving and execution of targeted office operational procedures. Seeking a rewarding career within your organization.
PROFESSIONAL EXPERIENCE
EHR dba United Health Care an Optum Company
Job Title: Level I Troubleshooting; Exchange Portal Help Desk Coordinator
February 2012 - Present; telecommute evenings
Resolve over 50 or more service request tickets in an eight (8) hour shift, which consists of assisting with advanced technical issues to resolve customer case escalations; process newly Implemented clients built in Salesforce Management by creating new user activations through the web portal for tracking and maintaining, which enables the client to view case status medical necessity recommendations via the Exchange Portal Dashboard, as prepared by the Physician Advisory; educate and assist existing and new users within the system with password resets, update email addresses and provide an overview on how the system works to access the case status report; liaise between users and IT Manager by escalating advanced troubleshooting issues to the IT Manager.
Answer inbound calls in a timely matter providing an effective verbal case status recommendation to the Case Manager.
Prepare Hourly Volume Forecast Report from data retrieved on cases completed and pending, staff callouts to ensure adequate coverage is available for projected caseload and submit to Upper Management for analytical statistics.
Monitor daily Cisco Unified Intelligence Center - Agent Desktop Report for internal staff tracking reporting to ensure significant medical staff coverage are readily available for incoming Live Case Calls.
EHR dba United Health Care an Optum Company
Job Title: CST Call Outcomes - Administrative Assistant/Floater
March 2009 - February 2012
Called and posted clinical determinations via clients secure hospital-based Electronic Medical Record, which Case Managers were able to view; entered and closed open cases with appropriate follow-up/discharge dates from Case Managers via electronic mail.
Complied and created the patient profile using our in-house specialty database. Performed Quality Assurance of patient demographic information and history in accordance to HIPAA guidelines for transmission to the Physician Advisory Team for a medical necessity case review.
Answered CISCO telephone system via computer and monitor system; messaged Clinical Team for a Live Case Presentation to a Physician Advisory; scheduled conference rooms for meetings; greeted vendors and accepted deliveries.
EHR dba United Health Care an Optum Company
Job Title: Medical Letter Editor
September 2008 - March 2009
Edited and formatted medical necessity recommendation letters for electronic submission to the client after being reviewed by a Physician Advisor, which was obtained from our in-house specialty database EHRIC
Monitored patient information using Medicare and Medicaid compliance standards in accordance to HIPAA guidelines.
Towson Neurology Associates, Towson MD
Job Title: Medical Secretary
July 2007 - August 2008
Greeted and registered incoming patients; created new patient profile in Electronic Medical Record; collected insurance co-payments; prepared daily payment reconciliation sheet; reception responsibilities.
Obtained prior authorizations for specialized testing and procedures (i.e., Magnetic Resonance Imaging); prepared laboratory requisitions, awhile ensuring patient confidentiality in accordance to HIPAA guidelines.
Dr. James A. Dicke-Endocrinologist
Job Title: Front Desk Coordinator
April 2004 - August 2008
Greeted and registered incoming patients; created new patient profile in Medical Master Mind; collected insurance co-payments; prepared daily payment reconciliation sheet; reception responsibilities including supervised file clerk’s daily activities.
Performed and processed in-house a Hemoglobin A1c and glucose testing on each patient.
Obtained prior authorizations for specialized testing and ordered specialty medication, as deemed necessary; prepared prescription orders for mail order pharmacy companies; prepared laboratory requisitions, awhile ensuring patient confidentiality in accordance to HIPAA guidelines.
St. Joseph’s Medical Center – Towson, MD
Job Title: Clinical Unit Clerk, Neonatal Intensive Care Unit & Orthopedics
07/2001 - 11/2002
Demonstrated comprehensive knowledge of hospital policies to ensure patient confidentiality. Established essential understanding of medical terminology, including abbreviations.
Processed and maintained control of each patient’s chart in accordance with medical records.
Interpreted and transcribed written physicians order to designated forms and/or into Meditech for admission with routine procedures, including laboratory requests.
Assisted nursing staff as requested, maintained supply inventory and sterilized essential Neonatal Intensive Care Unit equipment.
Whiteford, Taylor, & Preston, LLP-Baltimore, MD
Job Title: Accounting Specialist
10/2000 - 07/2001
Performed accounting duties, as assigned by controller, processed and maintained vendor invoices for payment, and prepared reimbursement payments for attorney travel expenses.
Processed accounts receivables for a daily cash receipt report.
Maintained LMS client data base and processed critical data for client conflict searches.
Hodes, Ulman, Pessin, & Katz, P.A. – Towson, MD
Job Title: Administrative/Accounting Assistant
03/1996 - 09/2000
Answered Inter-tel telephone system via computer and monitor system for several companies within the law firm. Greeted clients, vendors and sales representatives. Worked with a high-end professional clientele. Received and distributed incoming faxes/mail to designated personnel. Assisted with quarterly newsletter mailings.
Promoted within ten months of hire to Administrative/Accounting Assistant. Provided administrative support to Director of Administration, which included scheduling meetings, interviews, performed initial screening on prospective new hires, and arranging travel arrangements.
Supervised and scheduled three courier clerks’ daily activities. Processed vendor invoices, attorneys and couriers’ travel expenses for payment.
Maintained TABS II client data base and processed critical data for client conflict searches.
Processed A/R for daily cash report. Maintained A/R reports for collection & follow up processes for delinquent clients. Administered monthly payments for ten estate trust accounts, as requested by the trustee.
Administrative assistant to GHS-Communications and Legends Radio Network staff. Maintained and processed monthly billing statements through Timeslips for GHS-Communications.
Baltimore City Police Dept.-FTU – Glen Arm, MD
Job Title: Office Assistant II, Temporary Assignment thru Able Temps
10/1994 - 02/1996
Performed administrative tasks, as requested by the Lieutenant and Police personnel. Typed lesson plans, teletypes and correspondence for the department.
Encoded training scores data for each Police Member as Mandated by MD Police Training Commission.
Pharmaco LSR – Columbia, MD
Job Title: Clinical Project Assistant II
11/1992 - 10/1994
Conducted initial screening survey for participation via telephone. Assisted Clinical Project Manager on clinical trial studies. Diverse client services with Principal Investigators, Clinical Monitors, Study Patients, and Consultants.
Prepared monthly reports on study progress for Internal Review Board, Food Drug Administration and Pharmaceutical Companies.
Entered critical data in RTM patient data base. Restructured and maintained patient accounting operations.
Designed implementation policies, procedures and processes, which improved collections and reduced outstanding debt for the financial administration system.
Traveled to Texas and New Jersey for countless educational training seminars and processed reimbursement payments for travel expenses.
TECHNICAL EXPERIENCE
Advanced knowledge of Microsoft Programs (Word, Power Point and Excel), Spark, Jabber, Intermediate SAP, QuickBooks, TABS II, LMS, Novell, Multi-Line Phone Systems, Meditech, Pen-Rad, Access, Oracle, Lotus, RTM, Corel, Timeslips, ProofPoint, Ziplip, Manage Engine Service Desk, WebView for CUIC, Medical Mastermind, Lytec, HPP, EHRIC, SalesForce, and Exchange Portal Dashboard
EDUCATION
Baltimore City Community College, Baltimore, MD
Course of Study: Typing/Computer
Mergenthaler High School, Baltimore, MD
Course of Study: Trade (Cosmetology)
Contact this candidate