Customer Service Quality Assurance
Resume:
Nolita Mcfall-Long
Cockeysville, MD 21030
*********@*****.***
Objective
To obtain a full-time position in the field of Information Technology, with an emphasis on technology integration and/or
healthcare industry; technical Support and/or Help Desk role. Quickly learn and master new technology; equally successful
in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing
methodologies
Experience
08/2013
Community College of Baltimore Essex, MD
County
C ollege Studies/Student Help desk Technician
Provide networking/desktop support and perform mainframe and account maintenance task with troubleshooting
and support.
Computer Networks
Network Hardware, Topologies and Technologies, LAN & WAN
Network Media, Protocols, OS
Sever Management & Administration, & Security
1/2012-current
Johns Hopkins Hospital Baltimore, MD
Medical Billing & Collections Specialist
Applied payments and adjustment to patient accounts, processed deposits and maintained accurate records of all
cash received in a timely manner and in accordance with company policy
Assisted with quality assurance to ensured patient satisfaction
Complied with the system of internal controls to ensured proper handling of cash receipts, including billing
system data entry
Obtained accurate insurance information
Conducted patient follow-up and coordinated communications with payers to ensured accurate billing practices,
enhanced reimbursement, achieved cash collection targets and reduced or maintained A/R over 120 days
Ensured the privacy and security of Protected Health Information per HIPPA requirements
2/2007-12/2011
Verizon Telecommunication Silver Spring, MD
Maintenance Administrator
Served as the point of contract for customer inquiries related to Buried Service Wire Installation
Receives trouble reports via phone,chat, or other means of communication
Provides support for telephone, computer,email, and other products Verizon offer
Answering customer with order inquiry and/or trouble reports.
Negotiating dates, times and access arrangements
Dispatching trouble reports and service orders to appropriate outside installation and repair technicians
Using knowledge of computers, networks and internet concepts to work with customers on the telephone and to
isolate/resolve problems with the equipment installed in customer homes.
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4/2004-2/2007
Sleep Services of America Glen Burnie, MD
Patient Account Rep
Ability to understand Medicare guidelines and well informed about changes in insurance arena
Perform routine follow-up on delinquent claims and private pay accounts
Collected and restored patient data to well retrieving old accounts to close out acct
Billing secondary claims BC Choice, FEP, primary submission electrically all claims
Submitting BC unpaid claims for appeal, follow up and understanding of payor
3/2001-3/2004
Landmark Medical Severna Park, MD
Medical Collector
Answer all patient account questions
Assist Sales Rep in obtaining important information
Call doctor’s office for letter of Medical Necessity forms
Review and maintain patient billing accounts and questions
Submit all paper claims to correct insurance
Follow up on rejected or under paid claims
Remain current and knowledgeable regarding all insurers and regulatory changes including those related to
HMO, PPO, Medicare and BCBS carriers
Also strong customer service skills, Word, Excel, Power Point
2/1998-2/2001
Blue Cross of Maryland Owings Mills, MD
Patient Account Rep
Understanding the Medicare products as well as the RX plan
Conducts internal & external research to determine and request the data needed to handle inquires from
subscribers, beneficiaries accounts or providers.
Analyzes and provide services with various BCBS product lines
May assist less experience reps and handle unusual or complex inquiries including irate calls etc
Provide excellent customer service
Community College of Baltimore Essex, MD
County
A.S. Information Security System Technology
References
References are available on request.
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