Medical Customer Service

Michelle R. Greenwood

PROFESSIONAL SUMMARY

Fourteen years’ of experience in Health Information Technology field to include department

management, software implementation. Nine years of experience working at Mayo Clinic.

Highlights of Qualifications & Accomplishments

Healthcare Skills

• Five years of employment in Health Information Management, Mayo Clinic.

• RHIT Certification, December 2011.

• AHIMA member.

• Present ICD-10 Classes and Education.

• Education and three year working knowledge in Medical Billing, CPT and ICD-9 Coding,

Commercial Denials, and Workers Compensation Claims and Follow-Up.

• Working knowledge of Intergy and Cerner, electronic record system.

• Intern Mercy Medical Center, Health Information Management, Medical Coding.

• Intern Mayo Clinic, Health Information Management, Data Management.

• Facilitator for Performance Improvement initiatives

• Lean/5S classes and coordination within department.

• Two years Laboratory Technician; in a laboratory that processes 30,000 specimens a day

• Skilled in laboratory specimen receipt, verification, handling and processing using Mayo

Access Atlas and Lab3.

• Minnesota Life, Accident and Health Producer License 2006-2007.

• More than twenty years customer service skills in person and on telephone.

Business Administrative and Management Skills

• Major strengths include; strong leadership, excellent written and verbal communication

skills, competent, strong team player, attention to detail, critical thinking, well-organized,

ability to multi-task.

• Written, Implemented, and Evaluated Procedures for Medical Billing

• Hired, trained, coached, supervised and evaluated eight staff members.

• Lead teams & committees; initiate volunteer events and activities.

• Instructed and Facilitated Performance Improvement projects

• Reviewed and analyze insurance applications; expedite materials, evaluate medical data for

accuracy and quality of content.

• 50 WPM typing, 10 key, copier, fax, office machines.

• Achieved computer proficiency; demonstrated troubleshooting abilities in electronic medical

record, Healthquest, Microsoft Word, Excel, PowerPoint, Publisher, and Internet functions.

Employment

07/13-present, HIM Department, Knoxville Hospital and Clinic, Knoxville, IA

• Analyzed medical records to help identify all diagnoses, operations and procedures relevant

to the current period of patient care.

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• Clarified inconsistent or non-specific information in a medical record by consulting with

physician.

• Consulted with IT and Medical Billing to create new CDM’s for procedures.

• Created workflow guides and procedures for new process in Cerner. Work on Optum

coding, Allscripts, CPSI software.

• Completed ICD-10 training, continuing training/education on ICD-10.

01/2012-07/2013, HIM Department, UnityPoint, Des Moines, IA

• Answered questions with cash posting on where to post payments and amounts to write off

• Specialized in workman’s compensation denials and usual and customary claims.

• Worked closely with the insurance collections agency created spreadsheets capturing their

claims and billing.

• Worked closely with attorneys, claims adjustors, patients, insurance companies and

employers for court dates, payment issue, dates of injury, body part of injury and counseling

on work compensation laws.

• Collected on old claims and UCR claims (Fairpay) collected 75,000 in one year, after these

claims came back from insurance collection agency.

• Composed and sent letters for payment that were effective in getting a higher payment.

• Negotiated and signed proposals for payment .

• Wrote new procedures for the WC department.

• Created enough revenue for a new department to be created .

• Trained new employees.

01/2010-10/2011, HIM Department, Capital Orthopaedics and Sports Medicine, Clive, IA

• Team Lead for questions on billing and coding credentialed providers.

• Wrote procedure manual for billing/coding and registration.

• Used NCCI edits to ensure correct coding.

• Worked with Sage IT in developing system knowledge of Intergy System.

• Used “Supercoder” online for coding Outpatient orthopedic claims.

• Worked on mainframe, document browser, Healthquest software systems.

• Used coded data to produce and submit claims to insurance companies.

• Worked directly with the insurance company, healthcare provider, and patient to get a claim

processed and paid.

• Reviewed and appealed unpaid and denied claims.

• Verified patients’ insurance coverage.

• Answered patients’ billing questions.

• Handled collections on unpaid accounts managed the facility’s Accounts Receivable reports.

10/2009-12/2009, Admitting Clerk, Admitting, Mercy Medical Center, Des Moines, IA

• Registered patients in the OB department and created a paper medical record for nurses on

the floor

04/2000 – 06/2009, Health Information Management, Mayo Medical Laboratories, Mayo

Clinic, Rochester, MN

(Medical Records Department 2000-2007):

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While working in medical records, Mayo Clinic went from paper to electronic medical records.

Worked on a team and was the facilitator for getting all processes written into procedures and

implemented them within the department.

• Team Lead, “go to” person for questions.

• Participated and outcomed timed trials into usable data.

• Completed medical records when patients were dismissed.

• Tracked and retrieved Six Million medical records throughout two hospitals a nineteen floor

clinic, three floors of stored medical records and many other research and specialty clinics

and in house surgery.

• Training and working knowledge of process improvement initiatives, including creating

knowledge on The Joint Commission, HIPPA regulations, Patient Care (Please care).

• Training and working knowledge of 5S and Lean.

• Trained new employees.

• Created the department website that included processes/procedures and information about

the department.

(Scanning Department- HIM 2007-2008):

Mayo Clinic had planned and implemented the EMR in 2007. This department was started brand

new with Mayo’s own version of electronic medical records. Was a key player in this role for the

HIM department. Was a team lead and was able to work with supervisors and managers in

meetings to bring key pieces to the department.

• Created a document/process that was implemented for completeness/quality of the scanned

document.

• Participated in the testing phase from the scanner into the software.

• Was the “go to” person for technical issues and questions.

(Mayo Medical Laboratories (MML) -2009):

MML is Mayo’s only for profit organization. At MML they accession 30 million lab specimens

every day. These specimens are brought in from Fed EX and brought in on the loading docks where

they are sorted by state and region. There are “pods” of employees set up to process each specimen

by state. This was the position. Processed each specimen received and routed it to the laboratory

downtown.

Each process/procedure was located on an internal website created by the MML department leaders.

04/1999 – 4/2000, Administrative Assistant, Purchasing Department (Mayo Clinic), Kelly

Temporary Services, Rochester, MN

• Created requisitions for purchasing department using cost center numbers assigned to

departments.

Education and Training

• DeVry University – Associates Physical Science and Technical Management, 2013

• Dean’s List Student

Employer (Mayo Clinic) Continuing Education

Word (Compare and Track Changes), Word Formatting, Office Charts, Telephone Excellence,

Enhancing Your Communication Skills, Web Authoring, Excel Basics, PowerPoint, Medical

Terminology, Word Basics, Microsoft Outlook Mail, BLS Certification for Healthcare Providers,

Conveying a Professional Image, PowerPoint, Integrity & Compliance Education – Doing the Right

Thing

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Continuing Education At Rochester Community and Technical College

Health Information Internship 1 (Data Management), Coding 1 & 2 (CPT and ICD-9),

Pathophysiology 1 & 2, Legal Aspects of Health Information, Introduction to Health Records,

Fundamentals of Anatomy and Physiology, Medical Terminology, Algebra, Reading/Writing 1 & 2,

Human Biology, Elements of Chemistry, General Organic/Biological Chemistry, Psychology,

Fundamentals of Public Speaking, Effective Persuasive Writing, Skills for Learning in an

Information Age, Utilizing Information in College Writing, Critical Thinking, Ethics

References upon request

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