Customer Service Office

Kelley Swain

*** *. **** **., **** IL *****

(cell) 618-***-**** (email) **********@*****.***

Professional Summary

Secretary/Office Manager for a multi provider medical office responsible for front line customer service, scheduling, registration and all back office documentation and compliance. Patient-oriented medical office professional with strong attention to detail, professional telephone etiquette and organizational skills.

Customer Service

EPIC Skills

Scheduling

Medical Terminology

Registration

Insurance Verification

HIPPA

Back Office management

Work History

SSM Health Cardinal Glennon Children’s Hospital - St. Louis MO - March 2009-Present

Department Secretary: Physical, Occupational, Speech Therapy and Audiology

●Utilizing the Electronic Medical Records system EPIC, schedule appointments, pre-register patients and greet patient families for 16 therapists in an in-patient/ outpatient hospital Therapy department.

● Daily verify accuracy of work by managing work queues to assure proper billing and coding.

●Manage the provider/therapist schedules in EPIC by adding and removing appointment slots to meet providers schedule changes and to maximize productivity.

●Verify insurance benefits and eligibility using CPT and ICD10 codes. Obtain insurance authorization from multiple insurance carriers including Medicaid and Medicare for on-going therapy and to assure billing accuracy.

●Submit electronic/paper authorizations to assure eligible billing.

●Identify and resolve patient billing and payment issues

●Prepare all documentation to on-board new patients in compliance with hospital, state, federal regulations. (HIPPA). Including patient charts, pre-admission forms and consents forms as needed.

●Verify daily charges for16 therapists to assure 100% accuracy and proper billing.

●Prepare and regularly update a detailed office procedure manual for all aspects of scheduling, registering, insurance requirements as well as general office procedures.

●Manage multiline phone system; prepare meeting minutes for monthly staff meeting.

●Order office supplies and medical equipment within budget constraints

●Filling, data archiving providing medical records in compliance with all HIPPA standards

●Train and support all new administrative staff to the department.

Hospital Sitter: SSM Cardinal Glennon Children’s Hospital and SSM DePaul Hospital

Emergency Department, TCU, PICU, 3 South and 2 South.

●Coordinate with members of the care team to provide safe environment through close personal interactions with patients who have been identified to be at risk.

●Provide for the safety of identified patients as measured by zero falls or adverse events

while providing for the patient’s needs.

●Assist with daily living activities under the direction of the care team.

●Experienced in proper use and requirements of PPE.

Ferguson-Florissant School District – St Louis MO - January 2007 to May 2008

Substitute Teacher

●Managed classes of children using the prescribed lesson plan. This included classroom instruction, test administration and homework review.

●Managed the classroom schedule which included getting children from class to class or to other school activities, i.e. gym, library and art class.

●Responsible for all aspects of classroom safety during the school day.

Education

Bachelor of Arts: Physical Education/Athletic Training, 2007

Lindenwood University, St. Charles, MO

Contact this candidate