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Customer Service Medical

Washington, District of Columbia, United States
February 28, 2019

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Pat Johnson

**** ***** ***** ***** • Temple Hills, Maryland 20748 • 202-***-****

Work Experience

The George Washington Medical Faculty Associates, Washington, DC

Residency Coordinator, Department Of Ophthalmology September 2010- Present

Resident Affairs

Managed daily operations and assist the Program Director by serving as a liaison for the program trainees and ongoing program activities. Administer all aspects of training affairs including coordinating recruitment efforts, managing residents academic appointments and promotions.

Coordinate start-up and orientation of all new incoming residents including arrangements for necessary resources, training, equipment, and computer access.

Patient Care

Manage patient care for four physicians including scheduling appointments, tests, and outpatient procedures; pre-certify all procedures and tests; gather all needed preoperative paperwork; educate patients about insurance benefits and financial responsibility.

Event Planning

Coordinate multiple special events; handle vendor relations, venue selection, customer service, and program planning.

Departmental Support

Provide executive level support to the Program Director.

Act as liaison between departments to facilitate work flow.

Process faculty and resident expense reimbursements

Research and provide documentation for insurance claim denial of in-office and outpatient procedures

Provide back-up to Executive Coordinator and Department Chair.

oProvide administrative assistance to the Residency Program Director as directed, including drafting reports and program correspondences.

oRepresent the Residency Program effectively and professionally as the front line representative.

oManage and oversee the preparation of documents and reports for reviews and site visits by the Accreditation Council for Graduate Medical Education.

oOrganize orientation lectures for incoming residents.

oOrganize monthly continuing medical education lecture series.

ED Unit Secretary, Ft. Washington Medical Center March 2002- September 2010

Act as first contact, communications hub, and secretary for a medical unit.

Provided first-level resolution for patient issues; effectively escalated complex and outstanding issues to correct parties for handling.

Answer telephone, relay messages, and communicate with patients and physicians.

Perform administrative and paperwork task like admitting patients, requisitioning supplies, and entering orders.

Ensured floor coverage for consistent patient care.

Led high-caliber patient coordination spanning reception, scheduling, insurance verification, and follow-up preparation.

additional information




Windows, MS Office Suite (Word, Excel, and Outlook), E*Value, MedHub, DCS Call System; PeopleAdmin, TouchChart Scan, CITRIX Allscripts (EMR); Enterprise Task Management (ETM), Core Integrator Workflow


2018- ETM Training- Enterprise Task Manager (ETM) - Web-based management tool that analyzes priorities, and delivers relevant information to the appropriate individuals for quicker follow up on billing claims, inquiries, denials, appeals

2018- CORE Intergrator® Workflow Course- Core is a web-based workflow/business process management solution used for processing expense reimbursements, accounts payable automation, travel and expense distribution. Includes a direct link to our accounts receivable/payable department.

2012- Disney Institute’s ExtraMile® Customer Service Training Seminar- ExtraMile seminar teaches how to go above and beyond and exceed expectations regarding customer care, communicating effectively and patient experience. Learned ways to set excellent quality standards including Respect, Safety, Compassion, Efficiency, and Care.

Online Employee Training Courses (George Washington Medical Faculty Associates)

12/12/2017- Health Care Fraud Prevention

12/22/2017- Patient Privacy and HIPPA Security

03/06/2015- HIPPA- Protecting Patient Information

10/20/2016- Protecting Our Patients’ Privacy: HIPPA Training

References Available Upon Request

Customer Service Training (Trail Blazers, Inc.)

A Complaint Is a Gift

Difficult or Just Different?

Calm, Cool and Collected

Stress Less: Tips for Avoiding Burnout

Recognition (George Washington Medical Faculty Associates)

2014- Identified by management as a future leader.

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