Customer Service Office

Monica Vessell

*** **** ******, *******, ** *****

Cell: 206-***-****

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

Objective: To use my skills in communication, data processing and leadership to improve the working environment of my employer.

WORK HISTORY

2005 – 2017

University of Washington - Harborview Medical Center Campus

Patient Contact Center Representative/Training Representative

Provides excellent customer service and demonstrates UW Medicine’s mission statement “Patient First,” with each patient contact.

Maintains professionalism and diligence under strenuous situations during various type of calls, suicide callers, psychiatric patients, 911 calls, emergent symptom and irate patients.

Pre-register all outpatient appointments with accuracy and integrity to minimize need for on-site registration. Serve as liaison between patients and the outpatient clinics. Coordinate referrals with clinic staff and providers to ensure access to specialty care.

Work collaboratively with the Patient Access Center Team to ensure patient access and account accuracy. Process and distribute Cytology reports.

Train new hires and assist in retraining when applicable. Review trainee reports and guide them on using tools that are necessary to complete tasks. Troubleshoot all concerns and give direction on resolution.

Maintains principles of data security and patient confidentiality, complying with HIPPA and other state and federal protocols.

Extensive knowledge of insurance coverage processes and accurate verification for billing with on line insurance services.

Floor fire and disaster warden/liaison for evacuations of UW employees in current location

Sound knowledge and proficient on Systems, EPIC, ORCA Chart, One Health Port, Microsoft Outlook, Recondo insurance verification systems.

2001 – 2005

Overlake Hospital

Admitting and Financial Counselor Representative

Admit patients for scheduled procedures and pre-register patients for future hospital visits.

Assist patient and act as liaison in a highly stressful environment such as emergency room, inpatient, and surgical check in for coverage, billing and payment purposes.

Compile lists of inpatient and outpatient private pay accounts for collection and verification purposes.

Run daily reports in Meditech Software. Liaison with physicians, patients and attorneys to obtain accurate account and billing information.

Coordinate payment plans for patients, facilitate debt collection, collect and process pre-paid cosmetic surgeries. Process and distribute Uncompensated Care applications for patients. Process accounts for write-offs on balances, quote estimates on procedures, and process prepaid package accounts.

Train new employees in admitting processes and assure HIPPA Compliance with each patient.

Created job description manual for step by step process for job position.

2000-2001

Columbia Physical Therapy

Office Manager

Process all of the accounts receivable and accounts payable information. Bill patient portion as well as electronic billing via Medisoft Corporation for over 104 patients per week.

Consult with doctors, attorneys and medical insurance companies regarding patient accounts. Create charts, all day sheet reports and end of the month reports for CEO.

Process medical liens, schedule patients appointments, prepare rooms for patients.

Field Operator- interacts with doctors, nurses and receptionists to recruit new patients. Create incentives to bring in new patients to the facility.

Implement team player reward. Train new staff, process incoming and outgoing mail and ordered supplies.

Process documents using Word, Excel, Medisoft, NDC, Internet Support and Outlook Explorer.

1999 – 2000

Trend West Resorts - Senior Financial Services Representative

Excellent customer skills with accuracy demonstrating collection of payment with client’s accounts.

Accounts receivable, data entry and maintenance of 300+ accounts for a vacation property ownership corporation. Troubleshoot bad debt and skip payment accounts for collections.

Document accounts daily, post receivables to accounts, and submit adjustments to proper locations.

Train and assist in developing skills in new co-workers maintaining customer service quality and care.

1989 – 1999

The Boeing Company - Composite Fabrications, Human Resources Specialist, Recreation Administrator

Program Planner, Food Service, Plastics Bench Mechanic

Fabricate, assemble, repair, form and finish a wide variety of structural and non-structural fiberglass, acrylic and other plastic parts. Use work orders, blue prints, drawings and company specifications to achieve outcomes. Cost controlling.

Telephone liaison, computing support, ASD revisions, ethics and safety training coordinator, labor compliance reports, inventory control, administrative support, advertisement coordinator, catering assistant, data controller, requisition processor, club administrative support, and equipment maintenance. Process documents using Excel, Power Point, Windows, Page Maker and other programs.

EDUCATION

Seattle Central Community College - G.P.A. 3.75 (Deans List 1979 – 1984)

Associates of Applied Science Degree in Culinary Arts - 1980 G.P.A. 4.0

Associates of Applied Science Degree in Hotel Restaurant Management - 1982 G.P.A. 4.0

2 Years in business management courses - 1983

TRAINING

Participated in Rapid Process Improvement at University of Washington for clinics

Safety Floor Warden Health care

Harborview Medical Center Basic Medical Terminology Training 2006

Harborview Medical Center Insurance Fundamentals and Payor Plans 2009

UW Medicine Supervisor Managerial Courses 2012

CRP Certified 2014

ACCOMPLISHMENTS

Habitat for Humanity - 2003

Locks of Love - 2001 and 2011

UW Kettle Ball Competition - Guinness Book of records November – 2013

References

Mrs. Dimitri Franks-Kora

University of Washington Contact Center Quality Manager

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

Telephone: 206-***-****

Ms. Falana Young

University of Washington Contact Center Supervisor

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

Telephone: 206-***-****

Ms. Angela Green

University of Washington Contact Center Representative

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

Telephone: 206-***-****

Mr. Kirk Haywood

Friend

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

Telephone: 206-***-****

Mr. Vonsha Brown

Friend

Telephone: 706-***-****

Monica Vessell

10244 Occidental Ave S

Seattle, WA 98164

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

To whom it may concern;

I have been employed at Harborview and University of Washington Medical Center for approximately 11 years and several months with experience as a Customer Service Contact Representative as well as 30 plus years of excellent customer service in a variety of settings. This has included regular office settings and Call Centers. Using my most appropriate communicating skills, practical and learned experiences have consistently enabled me in the areas of customer service, technical support, collections and billing inquiries as well as train new employees in EPIC and other components of the position. I am capable of working on individual projects or as a team member easily adjusting to my surroundings. I was an office Manger for a Physical Therapy office for 1 year assisting in front office and billing. When work related emergencies have occurred, I have had the opportunity to assist in resolving the situations in a calm and timely manner. I have participated in several RPI meetings and discussions in improving clinic standards and processes at Harborview. My work reflects pride and effort.

Highly motivated experienced customer service and collections professional with the ability to learn new skills quickly and incorporate excellent negotiation, written and oral communications and quality phone etiquette. Very detailed oriented with ability to work well with others and perform responsibilities in an efficient and productive manner.

Knowing that a resume may assist in sorting out the probable from possible, it cannot judge the personal character relating to the work of an individual. Therefore, please allow me an interview to discuss my qualifications and desire for stable employment. I have the work ethics and personality that makes for a successful team player as well as an effective leader.

I can be reached at my cell at 206-***-****. I am looking forward to hearing from you at your earliest convenience.

Sincerely,

Monica Vessell

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