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Customer Service Medical Assistant

Concord, California, United States
June 16, 2019

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Laura I. McShea

**** ********** *****

Concord, CA 94521



To obtain a position that will enable me to use my strong organizational skills, detail oriented and problem solving skills effectively in a dynamic and growing work environment


The Adecco Group

Concord, CA

Customer Service Representative (Temp)


·Call Center/multi line system – Answer and troubleshoot technical issues with testing devices (desktops, laptops, tablets)

·Compliant with the California Department of Education

·Utilize computer software to input or obtain detailed information and/or access hard copy necessary to respond to requests promptly, accurately, and in accordance with program and departmental procedures

·Communicate with institutions to provide information to respond to inquiries, with emphasis on diplomacy, tact and sensitivity

·Guide educators through Manuals and Protocols on test assessments

·Assist and/or place testing material orders

United Parcel Service

Concord, CA

Seasonal Helper


·Organized packages for delivery in the delivery truck

·Delivered packages (up to 75 lbs) during the Holiday Season

The Plus Group

San Ramon, CA

Office Receptionist (Temp)


·Greeted visitors

·Signed visitors in and out, on visitor’s log

·Provided visitor badge and announced visitor to employee

·Answered the phone

·Checked in and out office equipment and transportation cards

Robert Half

Oakland, CA

Office Receptionist (Temp)


·Greeted patients

·Checked patients in and out

·Answered the phone

·Collected co-pay

·Scheduled new and recheck appointments

Muir Orthopaedic Specialist

Walnut Creek, CA

Imaging Supervisor


·Managed day-to-day operation of the Imaging Department

·Helped implement NextGen, EMR and PACS (Administrator)

·Troubleshooting of PACS issues (log in, password reset, computer is down, images not going through, copying images onto CDs)

·Ordered office supplies for the Imaging Center

·Backed up receptionist, benefits/authorization desk and appointment scheduler duties

·Handled physicians special request from STAT scans, specific or specialized scan, re-reads/addendums or additional/add on to an already completed scan

·Ensured other satellite offices had staff coverage with a x-ray technician in the event of illness, vacation or any other circumstances

·Worked with the Medial Records Department in conjunction with releasing medical records and PACS images for second opinions, subpoenas, transfer of medical care, attorney offices, workers’ compensation adjusters and referring physician offices

·Consulted with physicians on special cases for surgeries with a specific type of scan (MRI and CAT scans

·HIPAA compliant

Muir Orhopaedic Specialist

Walnut Creek, CA

Authorization Specialist


·Obtained benefits and authorizations for MRI and CT scan from insurance carriers, Medicare and Workers’ Compensation Adjusters

·Called and screened patients for MRI and CT scans. Once screened, scheduled patient for scan. For claustrophobic patients advised ordering physician or medical assistant

medication was needed and to send medication to patient’s pharmacy. Ensured medication was called in and picked up prior to scan. If patient was unable to complete scan advised physician to discuss other options (complete sedation at hospital or open MRI)

·Scheduled follow up diagnostic appointment with ordering physician to go over MRI or CT results

·Ensured radiology report from MRI or CT scan was in patient’s chart (paper chart or EMR) prior to diagnostic appointment

·Contrast/gadolinium scans required current labs, if no current lab ordering physician

ordered new labs, obtained results and ensured patient was cleared/safe to be injected with contrast/gadolinium

·Advised patient on when/how to take medication prior to scan

·Handled return calls to schedule MRI or CT scans

·Answered questions and concerns regarding scans. Claustrophobic patients required a bit more assurances and had them speak with technologist or radiologist

·Made confirmation calls to all patients one day prior to scan

·Checked patients in and out

·Advised patient when collecting on scan based on co-pay, deductible or out of pocket

·On day of appointment, if payment was required, collected monies due and posted payment on patient’s account

·Backed up receptionist on all receptionist duties

Muir Orthopaedic Specialists

Patient Care Representative


·Call Center/multi line system – Answered incoming calls to schedule new patient, worker’s compensation, follow-up diagnostic, pre-op, post-op, recheck appointments,

medication refill requests, took messages for physicians and or medical assistants, paged medical assistants return calls

·Scheduled interpreters for workers’ compensation appointments

·Faxed or called adjusters on status report (workers compensation patients)

·Made outbound calls to physician’s offices when a referral was needed to be seen in the orthopaedic office

·Filed chart notes, workers’ compensation status reports, lab results, EMG results, physician referrals, treatment authorization in (paper) charts

·Forwarded deposition calls to appropriate department

·Managed up to 5 physician’s clinic schedules, included patients needed to be rescheduled due to physicians out of the office (illness, vacation, trauma surgeries, depositions)

·Worked with surgery schedulers, billing department, surgery center, hospitals, rehabilitation center, assisted living center and ambulance companies to coordinate patient’s appointment and transportation needs

Gap Inc. (Corporate Headquarter)

San Francisco, CA

Quality Control Lead Agent


·Supervised quality control agent and clerical support

·Ensured travel agents utilized lowest fare possible in conjunction with preferred airlines, hotel and car companies for domestic and international travel.

·Made sure all preferences were adhered to as stated on employee travel profile. (i.e. seat assignment, hotel and car reward programs, frequent flyer miles, car company, meal and any allergies (food or pillows, etc.)

·Processed travel visas, passports, vaccinations, travel alerts, collected on personal travel processed and split form of payment (between business and personal travel)

·Handle Executive travel quality control

·Ensured business class or first-class travel was booked for Executives

·Ensured car service, suite or penthouse was reserved for Executives

Gap Inc. (Corporate Headquarter)

San Francisco, CA

Lead Travel Agent


·Call Center/multi line system – Answered heavy volume of incoming calls to book airline, hotel and car reservations utilizing preferred vendors for international and domestic travel.

·Apollo or Sabre software was used to book all travel

·Utilized loaded hotel rates and car vendors and car size

·Assigned to large groups bookings attending conferences

·Assigned to departments relocations (long term lodging, and car rental)

·Booked lowest fare available on any airlines

·Advised of travel alerts, visas and immunizations requirements for international travel

·Back up to the VIP desk for Executive travel

·Attended functions designed to improve productivity, work flow customer service


Concord, CA



·Registration Desk

·Explain how program works (English and Spanish)

·Produce Distribution

·Advice clients of programs available to low income families


·Shannon Johnson 925-***-****

·Mark Hubbell 925-***-****

·Will Gregory 707-***-****

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