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Office Customer Service

Lehi, Utah, United States
December 29, 2017

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Natalie Rasmussen


Lehi, UT


Professional Overview

Project Management Professional with extensive Implementation Consultant/management background, these skills range from software programs in Healthcare and Medical Management to Human Resources and accounting.

I have a track record of success in dynamic, fast faced, team work as well as self-driven environments dependent of the needs of the job. I have strong analytical skills with a very broad range of computer expertise in multifunctional areas of project management and Implementation. Excellent communication and multitasking skills. Experienced in maintaining a heavy workload with a wide variety of responsibilities and capable of learning new skills and software quickly.

Top Skills/Qualifications:

•20+ years of details experience In the Medical/Billing/Coding/Office Management/Software conversion, training of new staff in an office setting (ranging from 1 provider to over 20 providers of different specialties).

•Credentialing/EDI agreement and Clearinghouse

•A/R Management, Reporting and Creating of custom reports for providers, Claims follow up, appeals with insurance’s, Fee Schedules, pricing and collections.

•18+ years of managing all staff through training of each aspect of their positions in the providers office to make each office as successful or more than the last.

•Managed, reported, hired as well held all management responsibilities from A-Z for the company in the billing and coding portion of the companies in my control and had very successful teams and played hard as well as worked hard.

•Implemented and project managed a large number of providers in a fortune 500 company very successfully for over 5 years on the software end of the training instead of in office side very successfully for over 5 years.

•Certified in the PM and EMR and E scribing, custom reporting and training side of the PM/EMR side of all my clients through a “Go to Meeting” for the # of purchased hours, from “Welcome Call, Kick off call, All weekly project management calls with providers offices, as well as trained the necessary staff on all aspects of the software that they would be utilizing in the software to ensure at the end of Implementation they had a warm hand off to our support team”.

•Worked directly on the Partner team of the company collaborating and building relationships with all our outside EMR partners to make their integration with our company smooth as well as the API through XL7 compatible for everyone on all sides, not setting false expectations only troubleshooting the potential items I could foresee with experience being an issue and making those negatives be a positive with ever changing technology, that we all know that lots of people or staff are having a hard time transitioning to the electronic version of medicine.

•Very actively participated in the data conversion/migration and mapping of data from one PM program to a new one and the expectations they can reasonably expect and work around realistically through the others.

•I have a vast computer skill knowledge from Microsoft office (work, excel, PowerPoint), Accounting: Peachtree, QuickBooks, Many PM programs and EMR software programs as well.

•API/Data Conversion and Migration process with formatted data in CSV, and use of XL7 processes.

•5+ years of CRM experience specifically with Netsuite


Claims Specialist June 2017 to Nov. 2017

PurCo Fleet Services

Managed up to 500 to 1500 new clients at any given time whom had rented a vehicle anywhere nationwide and there was any damage to the rental vehicle. Which in turn our company has contract with the rental companies to have Legal Obligation “they are now PurCo claims” to recover and help all parties get back the damages amount and collect all fee’s that are associated with the damages from payers or from renters. Outcome was to get the return of what the rental car company lost due to damage that occurred to a vehicle they owned and rented to a stranger and troubleshooting and talking down very upset customers that were not aware of the damages that they are now accountable for. Very intense day to day and minute to minute job.

Implementation Consultant October 2013 to April 2017


I was assigned clients directly from the sales teams on the partner client level and handled the warm hand off first call with sales and myself on a call with a new client/Provider of who I am and what my role would be and answered any questions they had.

Scheduled their Kick off call PowerPoint Presentation with each providers office and set timeline, expectorations and answered any questions they may have had. Often had to reset the expectations from what they initially understood, as they have heard may pitches from may software companies and I had be able to explain our process and keep them happy.

I spent a large amount of time making my calendar make everything work with training 5-8 providers a day in 1-3 hours sessions on the PM/EMR side of the software, on top of time manage my day with emails, voicemails and making sure all offices were felt happy and satisfied and also had the knowledge of whom else come help them if I was unreachable and how to contact them. Proper expectorations were what I found to be the best resource for customer service positive client experience for everyone.

I had a lot of training in Scrum/agile processes and worked as teams with the entire company to overcome any adversities that may come in to play so we could stay on top to them and had the right people always involved in the overall results which was almost always 100% positive.

Billing Manager July 2009 to Nov 2012

Integrated Wellness

I was hired to take over the billing and A/R for an office as I have many times before to be the come in and clean up the past A/R before timely filing came into place. I was the billing/office manager for the company. I was able to have full control over the say in the billing and collection process and how the flow of the office overall worked in collecting money. I had the feeling the way things were being done was driving patients away and I was listened to and ultimately able to implement my process of clean up in the AR/ Collections process. We also were able to move forward into the technology of the future and purchase of PM/EMR program for Chiropractic specially and was the main person in charge of making this transition smooth and that staff was trained in how to use a new program that was fully electronic.

At the almost 3-year mark with the company I had accomplished what I was hired to do and they were on track with the right staff and took a step forward into a new career that I could further my skills.

Other Employments prior without details:

•University of Utah Hospital billing and collections on UB.

•Bingham Memorial Hospital, Blackfoot ID/PSO Coordinator for 5 years

•Elements Building Specialties – GE Products/Managed all Book keeping/Payroll and Tasks for new homes and building to stay on task and keep deadlines.

References: Available upon Request

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