Customer Service Data Entry

Iris Owens

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

Durham, NC *****

919-***-****(mobile)

Email address: ********@**.**.***

Objective

To obtain a challenging position at a reputable organization that will enable me to utilize both my

education, knowledge and professional experience to contribute to the organization’s goals and

simultaneously provide excellent opportunities for career development and personal growth.

WORK EXPERIENCE

Clinical Trial Billing Specialist/Patient Acct Associate

Duke University PRMO/Kelly Services INC, Durham, NC June 2013-Current

Duties included: Ensure that charges associated with grants and clinical trials are billed appropriately for

both physician and hospital services in Maestro Care “Epic” software.

Create a central database for grants and clinical trials that is consistently used throughout the health

system.

Monitor and maintain the database and provide instruction to all new users. Educate providers regarding

compliance with government regulations with special attention to CMS guidelines as they pertain to

billing for patients enrolled in clinical trials.

Collaborate with physicians, business managers and clinical research coordinators in the development of

improved capabilities in the areas of billing and compliance. Identify risks areas and implement

corrective action.

Provide education to all clinical research staff on how to register patients for enrollment in trails and how

to properly identify charges that are grant related versus standard of care.

Assist in the analysis of processes and recommend changes and/or modifications to meet compliance and

customer service goals.

Create weekly reports for clinical research staff to review reducing customer service issues by correctly

identifying charges that are grant related.

Facilitate communication between the clinical research coordinators and the CDM department to insure

compliance with DUHS and SOM rules regarding uniform discounted fees for clinical trails.

Represent the PRMO in actively promoting initiatives with clinical faculty and administration

Recorded and/or generated revenue by gathering and processing information that impacts the patient

revenue process. Fiscal responsibility measured on high production levels, quality of work output, in

compliance with established DUHS policy standards. Provided customer service by initiating and

developed relationships with customers in order to gather and process information or resolve issues in

order to receive accurate reimbursement and optimize internal and external customer satisfaction.

Clerical duties included operating general office equipment. generates letters, works on spreadsheets;

enters and sorts data. My scope of authority is to work independently and have the ability to make

decisions relative to individual work activities. Accountable for individual work activities. Work

assignments defined by immediate supervisor or manager.

Church Area Coordinator

New Hope Church, Durham, NC November 2011- Current

Duties included: Effectively teach church curriculum for children’s ages 2 through grade 5, facilitate

classroom curriculum, enroll children in Sunday school, assist and monitor children’s church, praise and

worship ministries, coordinate ordering and distribution of Bible study curriculum materials, supplies,

and other resources, secure a substitute teacher by calling either the co-teacher or someone from the

substitute list, keep room in good condition when leaving each week, attend educational workshops,

attend staff meetings for developmental growth, communicate with parents regarding their child's Sunday

school experience, assist superintendents during assembly times, facilitate information from classes,

monitor, manage, and lead a group of 5 adult volunteers.

Customer Service Rep

Fidelity Investment, Durham, NC May 2010- January 2011

Duties included: provided extraordinary customer service to client’s, responded efficiently and

effectively assessed the needs of customers and their inquiries, communicated specific coverage options,

cost comparisons, life events processing, and assisted with problem resolution, offered direction to plan

participants regarding general account questions and received correspondences, plan options, and

enrollments, identified when and where to escalate a call if necessary to ensure resolution, utilized

Microsoft Windows based workstation in an inbound service center to locate customer information and

performed necessary transactions.

Customer Service Rep.

Paraexel International, Durham, NC June 2010 September 2010

Duties included: Assisted project coordinators in arranging new clinical trials, sorting data and test

materials, screened newly interested subjects for various trials, visually monitored patients does with

investigational study medications, mentored and assisted temporary hires on project scripts and relative

information pertaining to studies, reported study related SAE’s and AE’s to project leads and study sites,

meet performance benchmarks in all areas (speed, accuracy, call volume).

Customer Service Rep.

Time Warner Cable, LLC, Morrisville, NC January 2009- September 2010

Duties included: Received high volume of incoming phone calls and responded to inquiries in a manner

which meets high quality productivity and other performance standards, sold and upgraded company core

products in accordance with company requirements and customer needs, assisted customers from

disconnecting services whenever possible, provided information regarding products and services, billing,

repair, collections, and responded to other types of inquiries, effectively responded to customer

complaints in a professional manner, attempted to resolved complaints successfully in accordance with

established guidelines, informed supervision/management of all unresolved complaints, attempted to

troubleshoot customers service problems and schedule field service calls when necessary, scheduled

customer appointments in accordance with established procedures and documented customer transactions

accurately in TWC systems. Coordinated with co-workers, lead persons, and other departments as

appropriate.

Insurance Agent

United Insurance Company of America, Raleigh, NC July 2008- January 2009

Duties included: Provided an exceptional sales experience to customers in order to meet sales targets and

performance goals, resolved complex questions, issues, and referring other inquiries to appropriate areas

as needed, provided quotes for both life and content premiums, demonstrated a comprehensive

understanding of specific company products in order to portray confidence and credibility to customers,

proactively identified and act on cross-selling opportunities in order to increase household penetration

and improve customer retention, applying effective selling and influencing techniques, prospect for new

business during routine home visits.

Pre- Authorization Rep

WellPath Community Health Plans, Durham, NC August 1999-July 2008

Duties included: Performed telephonic support for on-line authorization for routine services, provided

direct support to primary care practices and specialty care providers regarding utilization, authorization,

and referral activities, proficient in the use of ICD-9 and CPT codes, data entry of referrals for non-

complex services including DME, physical therapy, inpatient and outpatient care, and special

circumstance requests as defined by Utilization Management, assisted in gathering information needed

for coordinators /case managers to determine continued authorization for services, performed data entry

for care which was arranged by the Pre-Authorization Coordinators, contacted providers with

authorization, denial and appeals process information, assisted in educating and acted as a resource

personnel to primary care and specialty providers, verified eligibility of members and participating status

of providers in IDX, determined member benefit coverage utilizing IDX or group coverage documents,

occasionally received pending claims reports on claims received without prior authorization to research,

review eligibility, and benefit coverage, generated the appropriate referral with notification and exchange

of information to the service organization for proper adjudication of claim payment, assisted with

identification and reporting of potential quality management issues, responsible for ensuring these issues

are reported to the Quality Management Department.

Clinic Service Coordinator,

Duke University Medical Center, Durham, NC May 1997- August 1999

Duties included: Effectively checked patients in and out, performed duties associated with referring

patients to other specialists with the Duke and surrounding communities, generated referral and link them

to other appointments, reviewed insurance, collected co-payments, and entered insurance information into

the Duke system for billing purposes, prepared professional forms and fees for Medicaid recipient, and

entered charges for specialist departments.

Health Unit Coordinator

Duke University Medical Center, Durham, NC June 1995- May 1997

Duties included: Greeted patients, visitors, physicians, and employees in a pleasant manner and referred

to appropriate areas as needed, answered switchboard, screen and transferred calls as appropriate,

delivered messages and provided information to patient, visitors and personnel upon request, answered

patient signals and relay request to appropriate individual, performed a variety of clerical duties involved

in operation the intensive care unit (ICU), transcribe physician orders, enter orders into computer, verify

printout and input verified orders to request diets, treatments, nursing personnel of changes in physician

orders, follow-up on request to expedite orders, prepared discharged patient record of health information

system as appropriate, assembled and maintained patient charts from admission to the time patient was

discharged, scheduled appointments and arranged transportation for patients, prepare and maintain travel

sheet indication location of patients at all times, assisted in reviewing clerical duties and responsibilities

with new clerks, ordered supplies for ICU unit, maintain inventory and replenish as necessary, copied,

filed, mailed and distributed materials as appropriate, maintained records as required by the unit (ie: time

sheets, continuing education information, etc).

Education

1988-1990 Durham Technical Community College (Business Administration) Durham, NC

2003-2006 North Carolina Central University (Family Consumer Science 30 hrs)

2008-Present Licensure: Life & Accidental Health, Property & Casualty

Skills

Microsoft Office 2010

Data Entry

Immediate Computer Skills

Typing 45-50 wpm

References upon request

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