Medical Customer Service

Greta Yvonne Bourgeois

P.O. Box ****** Houston, Texas 77221

832-***-**** Voicemail

713-***-**** Alternate

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

OBJECTIVE

To obtain a position with a progressive firm, health care facility, security company or law enforcement agency utilizing my skills of Construction Liaison, Office Support, Public Relations, Patient Care / Medical Terminology, Security Services, Traffic Control, Railroad Safety Flagger and Police Dispatcher.

SUMMARY OF SKILLS

Microsoft Word- 12 years Excel – 3 years PowerPoint – 3 years

Access- 3 years Typing – 35 WPM Certified First Responder-First Aid, CPR, AED and O2

TCLEOSE Certified Telecommunications Officer / Police Dispatcher - # 375443

DPS Texas Certified Commissioned Security Officer - # 731839 since 2009

ATSSA Certified Flagger – expires 03/04/2022

EDUCATION

Houston Community College, Spring 1998 – General Studies for 2 years

Houston Baptist University, Fall 2008 – Pre- Nursing for 1 Year

PROFESSIONAL SUMMARY

January 2018 – Present

Texas Preps Program Construction Liaison in partnership with FEMA / GLO Aerotek, Inc. Houston, TX

Served as a Construction Liaison for a federally funded program assisting with the rebuilding of homes after Hurricane Harvey Disaster

Responded to requests for information from contractor/builder representatives

Reviewed, approved/rejected, and provided quality control of contractor builders’ scope of work modification requests

Reviewed before, during, and after construction photos for quality assurance from contractors

Responded to requests for information from homeowners prior to, during, and after construction completion

Addressed issues and disagreements between contractor builder representatives and damage assessors

Addressed issues between contractor builder representatives and homeowners

Reviewed, approved/rejected, contractor builders’ scope of work modification request for invoice purposes

Addressed invoice and financial discrepancies for account reconciliation

Answered homeowner inquiries and facilitated construction contractors through Quick Based Program and Texas Rebuilds Preps software

Followed up on case sensitive and time restraint concerns. Implemented a conflict resolution between contractor/builder representatives and homeowners and /or damage assessors

Implemented strict confidentiality in compliance with Personal Information Protection Act regulations and guidelines

Implemented strict compliance and served as an advocate regarding ADA (American with Disabilities Act) pertaining to homeowners and their repairs

Complied with strict rules and program guidelines as it relates to the Texas Rebuilds, Preps Program in partnership with FEMA and The General Land Office of Texas, and its role in the recovery of the state`s impacted communities.

May 2014 – Present

Medical Front Office/Railroad Flagger/Construction Lead/Auction CSR People Ready, Inc. Houston, TX

Served as Front Office Clerk and point of contact for various clients in many different industries

Held position as Front Medical Office Specialist and answered multiple lines, scheduled patients, checked patients in and out

Updated patient demographics, outgoing labs and scheduling of physicians

Handled prescription refills, prior authorization, medical lab requisitions / results, testing, and evaluations

Responsible for evaluating and verifying current medical insurance status of all scheduled patients prior to appointments

Handled heavy volume of calls concerning medical records, verification and pre-certification of patients’ benefits

Obtained medical provider authorization for specialty visits and procedures

Held position as a Certified Safety Flagger for Union Pacific and BNSF Railways

Provided safe passage for all railroad equipment, machines and personnel at crossings

Controlled traffic and maintained safety procedures during road closures and rail work

Assisted with signage, road closures and traffic detours

Reported all unsafe acts and incidents to appropriate railroad supervisor

Provided demolition, excavation, and clean up support for various construction sites, stores, schools, and hospitals during natural disasters and catastrophes as Construction Lead

Provided restoration and clean up due to fire, smoke and water damage

Provided mold remediation and clean up due to water damage for various clients

Provided services as mover, painter, tape and floater, floor polisher, and fencer

Provided services as a Driver for various auctions, surveyors, and dealers

Held position of Customer Service Representative for Insurance Auto Auction, in Sealy, Texas for the CAT Yard and performed a variety of customer/office support services through the mail, email, telephone, and direct personal contact during Hurricane Harvey Disaster and Catastrophe Relief

Processed computer-generated pull slips to release vehicles to authorized transporters in a very high paced office environment

Facilitated payments by instructing customers to go on line and pay outstanding storage fees or credit balances due before vehicles could be released.

Responded to customer questions, complaints and requests.

Set up new computerized records and maintain existing records for vehicle drop-off, storage location, and pick-up

Process all necessary paperwork in preparation for auction day and securing necessary approvals.

Follow well-established procedures and worked closely under the direction of CAT Yard Manager.

October 2012 – October 2016

Commissioned Officer MED Security, Inc. Subcontractor of G4S Corporation Houston, TX

Served as an Armed Guard and Safety Officer in contract and compliance with the City of Houston Permit Department, Urban Parks and Recreation Department. Monitored all City of Houston visitors and safety practices for public access

Observed and reported all violations of safety rules and regulations to Med Security and City of Houston Supervisors as outlined by the client

Implemented voluntary compliance regarding City of Houston Permit and Parks and Recreation Department`s regulations and policies

Enforced rules and policies with appropriate tact, accuracy, and demeanor

Presented a professional image of a crime deterrent in protecting the various City of Houston properties and its visitors

Maintained an Armed Guard surveillance and presence. Secured gates and perimeters

Reported incidents and conducts hourly tours as documented in DAR

Also served as an Armed Guard for many high-end eateries and restaurants in the Greater Houston Area.

August 2014 – September 2016

Marketing Retail Sales Associate Bluegreen Corporation, Outdoor Traveler - Bass Pro Shop Pearland, TX

Provided excellent service by fulfilling the vacation and travel needs of every customer.

Maintained standards of lead collection and package sales, as well as other assigned sales or marketing promotions.

Displayed positive, courteous and respectful behavior towards the company, fellow associates, our customers and business partners.

Positively represented the company’s purpose and core values through all actions and behaviors to ensure a high level of integrity and customer service.

Attended and actively participated in trainings and meetings.

Maintained a professional appearance and demeanor always.

Followed policies and procedures of company.

Used only company approved collateral material and documents.

Worked while standing on feet throughout shift.

December 2012 – March 2014

Public Safety Dispatcher The Houston Methodist Hospital (Texas Medical Center) Houston, TX

Served in the position of Public Safety Dispatcher for the Houston Methodist Hospital campus and several other outlying facilities throughout the Greater Houston Area

Provided technical and visual support to the Security Services Department of the Houston Methodist Hospital Systems through a monitoring security system and dispatch support functions

Operated a variety of centralized computer systems to dispatch, coordinate, and document Security requests on a 24 hour and 7 day a week basis.

Responsible for maintaining camera and surveillance coverage of the main campus and several other outlying facilities

Dispatched Security Representatives, Facilities Management, Operations Administrators and Texas Peace Officers to various assignments, Hospital Codes, and incidents on campus and outlying facilities

Assisted internal and external customers with Security Service requests of routine and emergent natures

Facilitated emergency situations requiring a high degree of reliability, accuracy, flexibility, critical thinking skills, and proper documentation and notification in stressful events

Worked in a call center environment and handles a heavy volume of calls for Security related services and information

Maintained position and duties alone as weekend person and ancillary or back up to the Security Operations Department

Served as a Security liaison for the public, guests, contractors and fellow employees

Welcomed and supported professional development and continued education relating to security in a healthcare environment, law enforcement, and technical training

Maintained confidentiality, ethical standards and operational protocol as it relates to the company handbook regarding the general safety of the public and security in a healthcare environment in compliance with appropriate local, state, and federal laws

February 2010– February 2013

Protection Security Officer (Armed Guard) FJC Security Services, Incorporated Houston, TX

Served as the first line of defense in clearing visitors, contractors, and government employees for security purposes on a GSA (General Services Administration) Federal Contract under the direct supervision of FPS (Federal Protective Services) and ICE (Immigration and Customs Enforcement) Officers

Responsible for detection of concealed weapons, explosives, and other contraband on government premises

Active as rover / foot patrol to observe and report the surroundings of various U.S. Federal Buildings and properties

Completed certified GSA Training under the DHS (U.S. Department of Homeland Security) in the areas of Medical Emergencies, Fire Safety, Post Operations, Daily Activity, Site Incident Report Writing, Baton and Weapons Training

As a Federal Contracted Security Liaison presented exemplary client satisfaction and quality assurance while enforcing federal law on property

Welcomed and supported professional development and continued education relating to federal security or law enforcement

On site maintained ethical standards and operational protocol as it relates to GSA and FPS Post Orders and the company handbook regarding the general safety of the public and securing Federal Buildings of Operations in compliance with appropriate jurisdiction

September 2009 – February 2010

Insurance Verification Representative HCA (Hospital Corporation of America) Shared Service Center Houston, TX

Responsible for evaluating and verifying current medical insurance status of all scheduled surgery patients prior to facility admittance

Calculated hospital coverage and co-insurance to determine patient’s financial responsibility in a heavy call volume environment

Collected patient’s financial responsibility in full whenever feasible. Also, responsible for arranging patient finances according to HCA PAD Director to ensure continuity of care and covered expenses for medical facility

Met and exceeded monthly collection goals for various facilities as determined by HCA Department Director

As a Patient Advocate/ Liaison presented and informed patients of rights and options through exemplary patient service satisfaction and quality assurance while in compliance with all laws

Maintained ethical standards as it relates to the company handbook and general welfare of all patients. Worked closely and professionally with nursing and ancillary departments in effort to maintain a teamwork approach

September 2009 – November 2009

Site Supervisor Elite Protective Services, LLC Subcontractor of Wackenhut Corporation Houston, TX

Promoted to Site Supervisor and responsible for overseeing employee daily work activities

Responsible for inspection of park property, uniforms, performance of Safety Officers, and enforcement of post orders coupled with The City of Houston rules and regulations

Noted all Safety Officer violations of Employee Handbook and City of Houston Regulations

Documented Officer Offense or violation with accuracy and proof. Issued Employee Disciplinary Report with appropriate tact and demeanor. Presented employee with plan of action, if offense or violation did not cease. Offered positive alternative planning, so an employee could improve in specified area

Implemented training and scheduling of 6 plus Safety Officers for The City of Houston, Urban Parks and Recreation Department in the areas of Medical Emergencies, Fire Safety, Post Operations Log, Daily Activity and Site Incident Report Writing

As a Security Liaison presented exemplary client satisfaction and quality assurance while enforcing The City of Houston Rules and Regulations

Introduced “esprit de corps" concept to Site Officers and gained improved working relations and communications

Evaluated each officer with organizational executives and supported professional development and continued education regarding corporate security or law enforcement

On site maintained ethical standards as it relates to the company handbook and general welfare of the public

July 2009- September 2009

Commissioned Officer Elite Protective Services, LLC Subcontractor of Wackenhut Corporation Houston, TX

Positioned as an Armed Guard and Safety Officer in contract and compliance with the City of Houston, Urban Parks and Recreation Department. Monitored park patrons and safety practices for public access and enjoyment

Observed and reported all violations of safety rules and regulations to Park Supervisors as outlined by the client

Implemented voluntary compliance and conflict resolution regarding City of Houston Park regulations and policies

Enforced rules, policies and consequences with appropriate tact, accuracy, and demeanor

Presented a professional image of a crime deterrent in protecting the City of Houston Parks and its patrons

Maintained an Armed Guard surveillance and presence after hours. Secured gates and perimeter of park facilities

Reported incidents and conducted hourly tours as documented in DAR

Evaluated park facilities for improvement and safety

Aug. 2007– May 2009

Police Dispatcher / Office Coordinator / Fleet Management Houston Baptist University Houston, TX

Responsible for dispatching Campus Police Officers, monitoring switchboard, fire alarm systems, and alerting staff and faculty members along with other fire and law enforcement agencies of emergencies on campus and elsewhere.

Logging all incidents and locations of Police Officers with accuracy

Observing and reporting all breaches of security on campus and the surrounding perimeter.

Serving as Administrative / Clerical Support / Liaison for the Campus Police Department as it relates to various other internal / external departments to provide exemplary customer service

Held campus security clearance and placed in charge of confidential and case sensitive data to process identification photos, departmental badges, and Parking Permits for Police Officers, Students, Alumni, Contractors, Faculty and Staff Members

Implemented training and scheduling of 15-20 student workers for the Campus Police Department

Served as Fleet Manager for all Campus Police and Houston Baptist University vehicles

Responsible for maintaining state inspection and registration on all vehicles

In charge of scheduling maintenance, service, and cleaning of all vehicles on campus

Handled service and maintenance on all department police grade radios and other issued equipment

Served as a procurement negotiator with existing and potential vendors or contractors to insure cost effectiveness, productivity and lasting value for entire Campus Fleet

As Fleet Manager facilitated various departments with reservations on Campus Vehicles

Provided Houston Baptist University with “Alert Drive” Testing Program to help approve and insure good drivers

May 2004 - Jan. 2008

Flex Security Officer / Relief Dispatcher I.S.S.C. (Industrial Security Services Corporation) Houston, TX

Observed and reported all breeches of security and safety

Maintained camera and surveillance coverage

Dispatched Law Enforcement and security officers to various assignments or incidents on property.

Granted computer access, checked identification and monitored traffic of all contractors, visitors and personnel.

Acted as Concierge, Greeter, and Lobby Boss for high profile clients

Conducted hourly patrols and monitored property

Conducted peak hour crosswalk assignment. Directed pedestrian and motor vehicle traffic on property

Performed duties of TAG (Temporary Assigned Guard) for construction, maintenance and other hazardous activity or work on property

Tested elevators, monitored fire alarm systems, and inspected stairwells and escape routes for fire hazards

Feb. 2002 - Mar.2004

Medical Office Specialist Dr. A. Timothy Butcher, M.Div., PhD Houston, TX

Dr. Irina Digilova, MD.

Handled heavy volume of calls concerning medical records, verification and pre-certification of mental health/substance abuse benefits; qualification of SMI (Serious Mental Illness) benefits

Handled prescription refills, prior authorization, medical lab requisitions / results, psychological testing, psychiatric evaluations

Scheduled new patient appointments

Implemented strict HIPAA regulations and guidelines for front office staff

Maintained consistent communication with West Oaks Hospital and Memorial Hermann Southwest for psychiatric consults and in-patient status for attending physician

Calculated and projected in-patient census and charges monthly for doctors

Arranged for various referrals for continuing care doctors and facilities

Worked closely with psychiatrists and psychologists to provide exemplary patient care through state-of-the-art assessment and treatment in relation to mental and behavioral health/substance abuse needs

July 2001 - Feb. 2002

Medical Receptionist All Medical Personnel (Prime Health Care Providers) Houston, TX

Verified patient medical benefits

Answered multiple lines, scheduled patients, checked patients in and out

Updated patient demographics, outgoing labs and scheduling of physicians

Mar. 2001 – Jun. 2001

Credentialing Representative Spherion (Sugarland Methodist Hospital) Houston, TX

Researched credentials of doctors, nurses, and other allied health professionals

Reviewed and updated DEA, DPS, specialty certification, malpractice information and insurance

Followed strict guidelines and procedures pertaining to JACHO accreditation

Responsible for credentialing verification and request from new and reapplying doctors up for renewal through written correspondence and faxing

Experienced with Certi-Facts, Texas State Board, and various other on-line credentialing tools

Relieved receptionist for administration who reported directly to the Vice President of Methodist Hospital

Jan.2001 – Mar. 2001

Front Office Specialist Anesthesiology Consultants of Houston Houston, TX

Position included answering multiple lines and incoming calls, taking and directing messages and calls for and from medical professionals

Updating call schedules of anesthesiologists and CRNAs, and faxing call schedules to various surgery centers and hospitals

Patient account calculation and reconciliation, facilitating accounting and billing, and delivering accurate insurance, 401k, and bonus information

Assisted with budget planning, defining more economic resources, and medical staff recruitment. Worked closely with doctors and other allied health professionals

Gathered current DEA, DPS, and malpractice insurance data on participating doctors and CRNAs

Experienced with on line credentialing as a tool to verify the certification and credentials for new and reapplying medical staff

Jun. 1998 – Jun. 2001

Administrative Specialist Spherion Houston, TX

Answered multiple lines, directed incoming calls, and greeted clients or patients for various large hospitals, clinics, and global companies

Received requests for medical records, took refill Rx information, answered immunization / shot record questions and filed patient charts

Aug. 1999 – Sept. 2000

Surgical Receptionist Bayou City Medical Center - Tenet Healthcare Systems Houston, TX

Answered multiple lines and incoming calls at surgery front desk

Facilitated operating rooms in progress with transport of patients from Outpatient Services or the hospital floor to the PACU Area or the OR Room

Updated daily call schedules, employee disaster phone list, patient surgery scheduling, patient account calculation and reconciliation, daily man power reports, weekly agency and statistical reports, also weekly plastic surgery reports

Handled incoming and outgoing mail, faxing of updated surgery and call schedule to various departments.

Assisted with surgeons, anesthesiologists, OR nurses, and other licensed medical professionals to meet and exceed the expectations of patient care and relations

Mar. 1999 - Apr. 1999

Medical Front Office Receptionist Texas Children’s Pediatric Associates Houston, TX

Scheduled patient appointments, verified health insurance benefits, handled check in/checkout duties, and reconciled patient accounts

Received requests for medical records, took refill Rx information, answered shot record questions and filed patient charts

Answered incoming calls from patients, doctors and health insurance groups

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