Customer Service Medical

KYSHAWNA O. MORELL

*** ****** *****, ******, ** *1326 * 845-***-**** or 912-***-**** * ********.******@*****.***

CAREER OBJECTIVE

Ambitious and innovative customer service leader with leadership experience. Excellent organizational and interpersonal skills. Ability to maintain high performance and delivery of mission-critical results while implementing new strategies to increase customer service satisfaction. Demonstrates a professional demeanor at all times.

CORE COMPETENCIES

Customer Service & Personal Service

Critical Thinking

Detailed and organized

Judgement & Decision Making

Training & Development

Ability to Multi-Task

PROFESSIONAL EXPERIENCE

CONSULTANTS IN PAIN MEDICINE, RICHMOND HILL GA

Medical Records Coordinator / Scheduler/Receptionist, October 2017 – October 2018

Answer multi-line incoming telephone calls and direct to appropriate department.

Assist in Front Desk Check In/Check Out (including collection of copays, distribute medication scripts, cash balancing outpatient referrals for testing, insurance verification, basic accounting skills bank deposits)

Schedule appointments in APME / EMR Scheduling system.

Document consultation requests from doctors and hospitals.

Confirm procedures and appointments for the following business day.

Assist with office duties that can be performed at the switchboard.

Assist with rescheduling of appointments when changes in scheduling occur

Prepare patients charts for next business day

Prepare new patient paperwork and mail out accordingly

Schedules new referrals received for the office

Train new hires

Prepare and distribute Medical Records for SSA, WC, Law Offices and more

Prepare invoices, reports for medical records chart reviews

Administrative Assistant duties to include but not limited to copying, faxing, scanning, emails, preparation of reports

Assist in minor IT computer related and office equipment repairs or updates as needed

Analyze internal processes and recommend and implement procedural or policy changes to improve operations.

Ensure that all projects are fulfilled within deadline

Follow up with patients and medical staff (Dr.’s and Nurse Practioners) to ensure we fulfill patient satisfaction

Work with other departments to complete projects

Proactively find solutions independently

Prepare/Scan patient information into the patients’ medical chart accurately (to include patient demographics, previous medical records from other providers, test request/results, etc.

HEALTH QUEST – VASSAR & PUTNAM HOSPITAL, HUDSON VALLEY AREA, NY

Telecommunications Supervisor, May 2015 – October 2017

Supervises the daily activities and functions of the Telecommunications Department

Provided coaching and feedback to representatives to ensure consistent team performance and excellent customer satisfaction

Trains and implemented a curriculum for new hires and refresher course for existing employees

Process payroll within API

Restructured the New Hire Orientation Program and the Standard Operations Procedures to ensure operational integrity while creating a positive customer experience

Assist in answering Hospital and Ancillary doctor’s office phone calls and transfer accordingly to appropriate teams

Broadcast all Medical Codes (Code Blue, Code Purple, Code Amber) across Hospital and facility wide

Developed standard protocols for hospital overhead paging and tiger text communications for Doctors and emergency teams

Assist in creating of all Emergency Hospital Process for emergency codes, safety codes and security calls

Implemented a tiered team for clear career path

Participated in daily executive and leadership huddles for patient safety

Worked with various departments clinical and non-clinical to determine and create customize SOP’s surrounding patients and organizational safety

ANDERSON CENTER FOR AUTISIM, STAATSBURG, NY

Direct Support Professional, Sept 2012 – Oct. 2017

Provides functional and educational opportunities for quality of life outcomes to children and adults with Autism or other mental and/or developmental disabilities

Ensures resident receives necessary service and support plans are offered at all times

Communicate with DayHab, program staff, medical/clinical staff, and operations to insure appropriate feedback is delivered and received regarding residents

Develops and maintains positive interpersonal communications with the resident

Assists in the organization and arrangement of learning environments

Assists in the service delivery area according to staffing patterns and residents' needs and conducts individual and small group activities according to the established program and residents' needs as defined in each resident’s ISP

Fosters an environment that facilitates a sense of teamwork and positive morale as well as good public and community actions

Transports participants to medical appointments, leisure activities and family outings as required

Administers medication according to MAR or PRN’s as needed and approved by residential nurse

Document and communicate individuals behaviors as well as forward them to Behavioral Specialist

NEW PALTZ FAMILY MEDICINE, NEW PALTZ, NY

Medical Associate, December 2014 – May 2015

Maintained client databases for entering, review and scan of patient documents

Responsible for answering incoming calls from patients to schedule, cancel or move appointments upon request and scheduled appointments with other medical offices such as Cardiology, Imaging, Home Care Facilities, etc.

Requested prior authorization for medicine and/or special testing from insurance companies

Daily interaction with physicians, LPN team and patients

Greet and check in patients in a friendly manner.

Collect co-payments via cash, check and/or credit card and verify insurance coverage.

Schedule and confirm patient upcoming appointments.

Prepare new patient charts

Perform office duties as assigned by Office Manager and/or doctor.

Responding to patient billing or financial inquiries, directing to appropriate departments, as necessary.

Collect and post payments

Balance nightly deposits and complete credit card processing.

Prepare medical records for review with doctors, attorneys, workers comp and disability

EDUCATION

EFFINGHAM COUNTY HIGH SCHOL

High School Diploma, June 1995

GPA 3.6

ADDITIONAL SKILLS

Proficient in Microsoft Office Medical Terminology

Certified CPR and First Aid Strong Organizational Skills

Oral and Written Communication Certified Notary Public

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