Customer Service Medical

Cellular: 214-***-****

E-mail: ********.******@*****.***

*** ***** ***** ** **********, VA 23325

Cherolyn Cooper

Core Competencies

Filing and Data Archiving Excellent Communication Computer Competency

Critical Thinker Multi-tasking Conflict Resolution

Public Speaking/Presenting Analytical Skills Interpersonal Awareness

Imaging System Flexibility

HIPAA Compliance Leadership

Experience

8/2013-10/2018 Envolve PeopleCare-Centene Corporation Dallas, TX

Supervisor, Medical Records

-Provide training, direction and guidance for the medical records staff.

-Ensure medical records are complete, assembled in standard order and filed appropriately.

-Participate in hiring, evaluations and disciplining of medical records employees.

-Conduct job responsibilities in accordance with the Company's Code of Business Conduct, the Corporate Compliance Agreement, appropriate professional standards and applicable state/federal laws.

-Created department’s Empower Manual.

-Provide administrative support to the various departments with medical records upkeep by ensuring the accuracy, completeness and privacy of medical records.

-Assist with the Centene PMO Audit

-Updated Policy & Procedures annually

-Assisted with update of current imaging system

-Monitored employees time and attendance

10/2010-8/2013 Nurtur- Centene Corporation Dallas, TX

Lead, Medical Records Clerk

-Assisted in all areas of administrative work including data entry, receptionist duties, file organization, quality control, and scanning

-Updated member information.

- Entered notes from home visits into the member's record.

- Fulfilled medical records request.

-Faxed medical information forms to physicians in order to obtain member’s lab values.

-Entered lab values into the member’s records.

-Took care of basic needs of team members

-Trained new hires

7/2005-10/2010 Airlogix- Centene Corporation Dallas, TX

Medical Records Clerk

-Assisted in all areas of administrative work including data entry, receptionist duties, file organization, quality control, and scanning

-Updated member information.

- Entered notes from home visits into the member's record.

- Fulfilled medical records request.

-Faxed medical information forms to physicians in order to obtain member’s lab values.

-Entered lab values into the member’s records.

-Indexed scanned documents in order to be visible in the member’s record

1/2005-7/2005 Airlogix- Centene Corporation Dallas, TX

Customer Service Representative

-Responsible for inputting and locating participant information in member management system. May contact participants for scheduling and enrollment information.

-Utilize Policy and Procedures for locating participant demographics when participants have been identified as unable to locate or no response

-Verify participant eligibility and diagnosis verifications

-Input direct referral participant information to member management system

-Contact participants for initial assessment to identify program intervention level

-Contact participants for scheduling of Baseline Calls and Home Visits

1/1999-1/2003 MobileComm Dallas, TX

Supervisor, Call Center

-Hiring, training, and preparing call center representative to respond to customer questions and complaints and troubleshoot problems with pagers.

-Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

-Answering agent questions regarding best practices or difficult calls.

-Identifying operational issues and suggesting possible improvements.

-Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

-Preparing reports and analyzing data to assist management as they determine call center goals.

-Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Education

Waco High School, Waco, TX 1989-1992

Diploma

ATI Career Training Center, Dallas, TX 2002-2003

Medical Assistant, Certificate

DeVry University, Dallas, TX 2009-2012

Completed 69 credits towards an Associate’s Degree in Health Information Technology

Affiliations

American Health Information Management (AHIMA)

Member since 2009

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