Customer Service Representative

210-***-****(cell) **** Castle Rose

San Antonio, Texas 78218

Rhodena Matthews

Monitor Unbilled Documents Issues report, and collection of missing

Experience documents.

Assist in the resolution of orders beyond authorization date (Responsibility

Matrix).

Monitor Ship Pending report, and maintain Bizflow to ensure complete

documentation is obtained.

Prioritize orders; Review and update Order Notes accurately, thoroughly

and timely.

Assist with retrieval of documents, resulting in certification and

recertification of KCI products and therapies.

Ensures timely processing of required paperwork (e.g., Fast Form) to

prevent delays in delivery, billing and recovery of products.

Assist in identifying patients transitioning between care settings (e.g.,

Acute to Home).

Comply with Standard Operating Procedures, particularly HIPAA.

Coordinate product delivery; Ensure seamless transition of product

placement.

Participate in overtime as needed to support department goals and

objectives.

Assist with departmental projects and special tasks when assigned (e.g.,

Pilot Teams).

Participate in any and all reasonable work activities as assigned and

deemed appropriate by management.ber 2006-Present Kinetic Concepts

COPA

November 2006- Current Kinetic Concepts Inc- Claims Specialists II

Responsible for processing orders for the New York Area for VAC Therapy

for patient’s transitioning from an Acute hospital or Skilled Nursing Facility

to home.

Calls made to Insurance Carriers to obtain the patient’s benefits and verify

if they have coverage for Durable Medical Equipment

Processing these orders that come from Case Managers, Discharge

Planners, Wound Clinics, Home Health Agencies, and MD offices

Ensure that all pertinent paperwork is fully completed with the patient’s plan

of care after VAC placement at home as a follow-up with the Home Care

Agency or Wound Care Clinic.

Ensure that the patient receiving the VAC Therapy understands the

benefits and is capable of understanding the Co-Insurance percentage.

Coordinate delivery through UPS with the patient, ensuring that an adult

over eighteen will be available for signature.

Releasing the order in a timely manner with a need by date from the time

the order is received until the end.

Managing the unbilled report with any and all missing documentation on

the initial order in order to maintain billing in a timely manner.

Processing approximately 10-12 orders per day and a total of 25-30 order

per day for the NY State area.

Follow-up with training as needed

June 2005-– November 2006 Kinetic Concepts Inc – Team Leader

Responsible for providing information and assistance to CCR’s

Provide Coaching

Facilitate Team Lead Meetings.

Facilitate Team Meetings

Answer lead line providing assistance and information.

Distribute and maintain confidential information to CCR’s.

Assist with new hire classes.

Handle escalated issues

Answer Inbound calls when needed

Attend Training Classes

Provides first level counseling related to the NCC

Motivates Team members

Provides support

1990-2005 Kinetic Concepts, Inc. – CCR I, II San Antonio, TX

Customer Service Representative III

Responsible for answering incoming calls at the National Call Center.

Trouble Shooting problem calls and customer complaints.

Assist Field Representatives with order placement and product research.

1986-1990 San Antonio Water Systems San Antonio, TX

Data Entry Clerk

Entered Field Work Orders Daily

Assisted with Time Cards.

Entered Daily Attendance Issues

Dispatched out Incoming Field Work

Maintained Employee Files

Maintained mileage reports on all Employee vehicles every month.

.

Education 1982-1984 Huston-Tillotson College Austin, Texas

46 College Hours – General Studies.

2003-2004 St Philips College San Antonio,

Texas

30 College Hours – General Studies

2008-2009 St Philips College San Antonio,

Texas

12 hours-Kinesiology

2009-2010 Texas A&M San Antonio San Antonio,

Texas

12 hours-Criminal Justice Texas A&M San Antonio San Antonio,

Texas

9 hours- Criminal Justice University of the Incarnate Word San

Antonio, Texas

110 hours- Criminal Justice

Goal is to complete school with a B.S. degree in Criminal Justice and a

minor in Kinesiology by 2015

Would like to become a coach for ladies sports with a concentration on

basketball or track and field

Hobbies: participate in Co-ed softball with my company

Basketball coach: 1998-2000 CYO girls basketball

REFERENCES AVAILABLE UPON REQUEST

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