Medical Customer Service

CARLOTTA DANIELS

***** ******** *****, ***** ********, MD 20772 / 301-***-**** / ************@*****.***

Quality-focused and multi-skilled professional with ample experience managing business operations and keen ability to increase revenues, streamline workflow and create dynamic team environments. Ready to transition to a healthcare management position with a proven organization. Type 49 words per minute with 10-key, data entry, database management and Microsoft Word, Excel, PowerPoint and Outlook proficiencies. Excellent communicator who seamlessly transfers key information to appropriate personnel and provides outstanding customer service.

HEALTHCARE TRAINING / CORE PROFICIENCIES

Ultimate Medical Academy

Healthcare Management Associate of Science Degree, 2015

Practice Structure Leadership & Management Medical Terminology

Interpersonal Professional Communications Business Office Operations Medical Office Procedures

HIPAA Compliance Anatomy & Physiology

Human Resource Management Organizational Improvements

Electronic Medical Records EMR / EHR Practice Management Software Greenway PrimeSUITE

Healthcare Computer Information Systems Medical Practice Management Systems

Accounting, Payroll, and Banking Systems Healthcare Law

Insurance Billing Procedures Healthcare Claim Cycle Insurance Verification

Maintaining Prescription Line Appointment Scheduling Charting Filing Processing Co-Payments

MEDICAL EXPERIENCE

ADDITIONAL EXPERIENCE

Sunrise Senior Living Mclean, VA 09/2017-10/2017

Provide support to a number of communities, residents and responsible parties

Assist customers with their inquiries

Review accounts and settle disputes

Act as a liaison between the community and responsible party

Respond to specific statement and payment inquiries

Provide ongoing training and coaching to various team members on collection procedures

Successfully collect and close on past due A/R accounts

Work with communities to proactively stop payments from becoming uncollectable

Support month-end close deadlines and duties as part of the monthly corporate accounting close efforts

Ciox Health-/ (Contract) 10/2016-11/2016

Medical Field Tech

Coded inpatient charts at a rate of 8.5 per hour or 90 per day.

Researched newly identified diagnose and /or medical procedures to expand skills and knowledge.

Assisted in the maintenance of medical charts and /or electronic medical record (filing, Op Reports, test results and home emergency forms).

Performed qualitative analysis of record to ensure accuracy, internal consistency and correlation of recorded data.

Actively maintained current working knowledge of CPT and ICD-9 and ICD-10 coding principles, government regulations, protocols and third party requirements regarding billing.

Initiated, performed and documented quarterly coding audits for physic.

Verified patients’ eligibility and claims status with insurance agencies.

Prepared patient charts accurately and neatly for the clinic.

Enter orders in the EMR system efficiently and without errors.

Full Time 40 Hours week

Travel Advantage Network – Glenburnie, MD

Account Manager/Collections 11/2014 – 08/2016

Collect delinquencies on monthly/annual service fees for travel packages of more than 366 days past due.

Accurately process credit card/checking account payments, while sending correspondence to clients/attorneys.

Complete extensive data entry regarding payment information and notated accounts with correct medical codes.

Researched questions and concerns from providers and provided detailed responses.

Managed collections claims for unpaid bills against the estates of debtors.

Maintained and updated collections tracking spreadsheet to help organize payment information.

Prepared billing correspondence and maintained database to organize billing information.

Skip Tracing and using Lexis Nexus.

Call center environment.

Full Time 40 Hours week

Sterling Atlantic Law Group – Reston, VA

Collection Specialist 04/2013 – 10/2013

Answered inbound calls and ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Acquired an average of 15 new monthly customers, earning recognition for generating 10% growth in revenue.

Developed reputation as an efficient service provider with high levels of accuracy.

Collect on debit card and account that were in litigation that were more than 90 days past due

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Answered and average of [120] calls per day by addressing customer inquiries, solving problems and providing new product information.

Skip Tracing, using Lexis Nexus and E-Oscar.

Call center environment.

Full Time 40 Hours week

Fair Collections & Outsourcing Inc.

Collection Specialist, 11/2010 – 04/2013

Collections on accounts 366 days past due. Worked with landlords and attorneys to settle accounts.

Updated reports to all 3 major credit bureaus.

Extensive skip tracing to locate debtors.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Investigated and resolved customer inquiries and complains in a timely and empathetic manner.

Scored in the top 10% of employees in successful resolution of issues.

Skip Tracing, using Lexis Nexus.

Call center environment.

Full Time 40 Hours week

HSBC – Tampa, FL

Loss Mitigation Specialist 09/2006 – 08/2010

Seamlessly handled customer account inquires and provided accurate information to ensure resolution of service complaints and earn customer satisfaction.

Reviewed accounts for collections and short sales to determine if modifications were approved.

Collaborated with attorneys and real estate agents to identify and assess business controls, risk, and processing documents.

Articulated audit finding, risks and detailed recommendations to upper management.

Speak with clients to identify and assess business controls, risks, process gaps and work flow inefficiencies.

Drafted and reviewed financial statement compilations before being approved by partners.

Reported internal control issues to management and supplied comprehensive recommendations to mitigate and associate risks.

Worked with managers to develop annual expense plan goals.

Collected and reported monthly expense variances and explanations.

Improved timely paying of bills by developing flexible payment plans for clients.

Skip Tracing, using Lexis Nexus.

Call center environment

Full Time 40 Hours week

J.P. Morgan Chase – Tampa, FL

Collection Specialist III 04/2001 – 03/2006

Earned “Employee of the Month” honors in recognition of consistently superior productivity

Contact clients regarding unpaid and underpaid accounts to resolve issues, while calculating taxes owed by applying

Prescribed rates, laws and regulations.

Calculated usual, Customary and reasonable (UCR) fees.

Computed taxes owed by applying prescribed rates, laws, and regulations.

Suggested budgetary changes to increase company profits.

Maintained integrity of general ledger, including the charts of accounts.

Answered and quickly redirected up to [60] calls per [hour].

Answered and managed incoming and outgoing calls while recording accurate messages.

Skip tracing and using Lexis Nexus

Call center environment.

Full Time 40 Hours week

U.S. Army – Ft. Sam Houston, TX 11/1979

Army Medic -91 Bravo

Responsible for patient assessments, physical examinations, vital signs, phlebotomy procedures, EKG and monitoring, IV starts, verifying NPO status, immunizations, obtaining informed consent, and verifying surgical site marking.

Updated medical records, screened patients, and scheduled medical procedures as directed.

Clerical duties include answering the phones, filing and pulling medical records.

Full Time 40 Hours week

Contact this candidate