Customer Service Medical
Resume:
Mariana Perez
Jacksonville, Florida 32246
Mobile: 602-***-****
Email: **************@*****.***
QUALIFICATION SUMMARY:
Six years medical office experience including both phone and patient facing contact.
Proficient in: Millennium / PCO / EMR, Schapptbook, ACT III, Cerner Report Writer and Synthesis.
Medical Bill and Coding Diploma within the past six years. Includes Medication Terminology.
Proven excellent customer service skills, awarded Mayo Clinic Bronze Certification.
Demonstrated ability in building relationships along with meeting external and internal patient and customer needs.
Extensive computer skills, medical office equipment and contract implementation.
8 years telecom sales, sales support, account management and contract implementation for both wireless and land line systems.
Over 10 years as financial representative resolving billing and payment issues from both business and individual clients. This involved negotiating reimbursement from clients via inbound and outbound phone calls and/or face to face encounters.
Mayo Certificate of Recognition for Excellence in Teamwork 6/8/2015 and 5/13/2016.
Mayo Certificate of Recognition for Excellence 2/22/2017.
EXPERIENCE:
Mayo Clinic Jacksonville, FL
Physician Office Specialist I 10/2016 – Current
Division of Regional Medicine
Facilitates patient visits and supports the health care provider by anticipating and responding to patient needs and requests of the health care team.
Accurately registers new patients and updates demographic and insurance information.
Coordinates and schedules appointments
Performs daily activities of required materials/information
Serves as a direct contact and resource to the patient, utilizing clerical skills, technical skills and excellent customer service techniques.
Interacts face-to-face with patients and/or physicians and patient care teams regarding any scheduling, billing and insurance questions.
Assists with negotiating authorizations and/ or pre-certifications for patients within the Mayo system.
Assists with verifying insurance benefit and systematically documents the source and method of verification.
Collects co-payments, pre-care deposits, consultation fees and other forms of account payments from patients.
Documents and reconciles cash received.
Mayo Clinic Jacksonville, FL
Office Assistant I (Contractor) 02/16 – 10/16
Transcription Services Correspondence
Applies professional, medical and administrative secretarial expertise, exercising initiative and proficient organizational skills, to perform a variety of secretarial duties in support of physicians, patients, administrators, for the Transcription/Correspondence Division.
Savvy with management functions and technology, including: project management; integrated 35259computer software applications.
Proficient in Mayo Clinic applications processing correspondence: Millennium / PCO / EMR,
Schapptbook, ACT III, Cerner Report Writer and Synthesis.
Performs a variety of clerical tasks as directed, executes rush requests from providers and secretaries regarding medical record activities, correspondence and mass mailings daily. Correspondence is sent via email, HISP, FedEx, fax and USPS.
Mayo Clinic Scottsdale, AZ Customer Service/Administrative Representative 11/11 – 08/15 Hematology/Oncology Division
Hematology, Medical Oncology, Breast Clinic, Palliative Care, Bone Marrow Transplant, Scheduling
Efficiently and effectively manage high volume patient, physician, nurse coordinator, scheduling
calls.
Proficient in Mayo Clinic applications: Millennium/PCO/EMR and Schapptbook.
Self-directing any escalated issues within the Hem/Onc Protocols.
Worked directly with physicians, allied health personnel and support staff.
Interacts professionally with patients and Mayo employees of all levels
Problem solving within a fast paced and daily evolving and challenging work environment.
Submits messages to appropriate team utilizing internal software programs.
Serves as informational representative of clinical departments and divisions.
Performs other administrative and secretarial duties as assigned, meeting minutes, meets deadlines and corporate goals.
Voluntarily updated Call Center Procedure Manual with recommended process improvements.
Teleworked for two years reporting in one day a week to perform administrative tasks.
Apria Health Care – DME Provider Phoenix, AZ Customer Quality Specialist – VIP Team 10/11 – 11/11
Payor Change Coordinator – Externship 08/11 – 09/11
Verified insurance information for accuracy and completeness with patients and health care providers.
Worked within the Acis customer management database updating notes and payor change information.
Researched Medicare patient account receivables balances and equipment on account.
Performed other related duties as directed by supervisor and/or leads.
Integra Telecom Phoenix, AZ Customer Account Manager 03/09 – 12/10
Provided high quality and efficient service and support to customers.
Demonstrated the ability to resolve complex customer issues to effectively interface with a customer while researching an issue.
Partnered with all major departments within the assigned Operational Market Area (OMA) and work closely with corporate departments, such as Finance, Billing, Collections and Information Technology to provide follow-up to service implementation and ensure a smooth orientation to Integra Telecom service.
Ability to apply company processes and policies in all aspects of account management.
Maintained and exceeded company criteria to ensure continuing customer satisfaction and retention through contract negotiations.
Provided and established new accounts and customer support.
Provided technical support and online system training.
Processed install, change and disconnect orders, payment processing and billing issues.
GoDaddy.com
Sales and Technical Support Phoenix, AZ Temporary Position 6/08 – 03/09
Inbound customer service call center
Provided support and one call resolution regarding domain name registration, web hosting support, email setup, troubleshooting and implementation, web design, identifying and eliminating DNS (Domain Name Servers) problems for both Windows and Apple systems.
Meet daily/monthly sales goals, in addition to QA score requirements, call time and work utilization.
Sprint Nextel Phoenix, AZ
Nextel Communications Denver, CO Implementation Project Manager/Strategic Account Manager 09/02 – 4/08
Provided single point of contact and relationship management for specific major customers, as
assigned.
Liaison with Sprint/Nextel, billing departments and national customers resolving all issues.
Communicate with Directors, Senior Managers, Managers and Sales Teams to increase new
business with the customer and implement new processes to maintain the existing business.
Proactively identified a major fraud ring within my customer’s company and successfully
placed measures to stop the activity immediately.
Engaged with the negotiation of the new/renewal contracts/post-sale support with the account
team and customer.
Coordinated and managed the implementation of high level new and renewal customer contracts.
Focusing in support for assigned highest revenue corporate accounts in accordance with
service level agreements.
Resolved payment issues with assigned accounts.
Improved revenue growth, reduced churn to well below corporate goals and increased customer satisfaction.
Facilitated relationships with the Sprint Retail Stores, Direct/Indirect dealers and end user
customers. Many situations are of a critical nature and do require “One Call Resolution” in
order to maintain the customer’s loyalty.
SKILLS:
Medical billing and coding: ICD-9, CPT, HCPCS, CMS-1500, UB-04; Medical Terminology class 5/2011; Mayo Clinic Bronze Certified; Microsoft Office Communicator, Word, Excel, Outlook, Project, PowerPoint, Internet Explorer, Mozilla Firefox, Google Chrome, EMR, Cerner, Power Chart, Schapptbook; Cerner Report Writer and Synthesis.
Typing speed: 65-70 wpm.
Extensive knowledge of telecom systems: ICC, MSS, TBS, IMA, TMS, Revchain, order entry, keyboarding and technical troubleshooting; processed telecom orders, tracked, expedited as necessary.
EDUCATION:
B.S., Business Administration /St. Mary's Dominican College/New Orleans, LA
Brookline College – Medical Billing and Coding Diploma/Phoenix, AZ
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