Medical Customer Service
Resume:
Precious N. White
Scotch Plains, 07076
****************@*****.***
Home: 908-***-**** ****************@*****.*** Cell: 908-***-****
PERSONAL SUMMARY
A highly resourceful, articulate, and energetic young person with over two years of professional
experience. Possessing the proven ability to provide the highest standard of customer service.
Trained and groomed to deal with all aspects of customer relations; while maintaining a
professional and efficient manner. Looking for a position with an employer, who can provide an
innovative and stimulating working environment, as well as superb learning and development
opportunities.
PROFESSIONAL EXPERIENCE
Endicott Answering Service May 2014-Present
Medical Services Answering Representative/ Call Dispatcher
• Answer calls and relay messages for doctor’s offices, clinics and hospitals from
across the state and nationwide
• Handle after hours calls for apartment developments, and plumbing/ electrical
companies for customers and tenants with maintenance emergencies
• Answer a minimum of 60 calls per hour
• Schedule, and cancel patient appointments after hours
• Send reminder appointment messages for patients
• Answer questions as it relates to insurance, verified patient coverage using
automated system
• Became familiar with more complex medical terminology as it relates to doctor’s
orders and taking routine and stat consults
• Spoke with laboratory representatives and pharmacies in regards to patient
medication authorizations and lab results
• Write and transcribe correspondence and faxed documents over to respective
offices/ medical facilities
• Maintain a manner of professionalism and courtesy when speaking to doctors,
nurses, and patients over the phone
• Follow policies and procedures in regards to patient confidentiality and H.I.P.P.A,
maintained discretion as it related to taking patient financial information over the
phone (e.g taking debit card information from a patient to pay off a unpaid copay
or medical bill)
MedLabs Diagnostics January 2013-November 2014
Billing Specialist/ Patient Billing Collection Specialist
Prepares and submits clean claims to various insurance companies either electronically or
•
by paper.
Answers questions from patients, clerical staff and insurance companies.
•
Identifies and resolves patient billing complaints.
•
Prepares, reviews and sends patient statements.
•
Evaluates patient’s financial status and establishes budget payment plans.
•
Follows and reports status of delinquent accounts.
•
Reviews accounts for possible assignment and makes recommendations to the Billing
•
Supervisor, also prepares information for the collection agency.
Performs daily backups on office computer system.
•
Performs various collection actions including contacting patients by phone, correcting
•
and resubmitting claims to third party payers.
Processes payments from insurance companies and prepares a daily deposit.
•
Participates in educational activities and attends monthly staff meetings.
•
Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations.
•
Release results to ordering physician or staff when requested.
•
Follow-up and confirmation of critical values received at the doctor's office.
•
Premiere Response/ American Customer Care February 2014- March 2014
Customer Relations Consultant (Reckitt Benckiser) (Seasonal/ Part time)
• Answered and responded to client calls in regards to company products
• Educated customers on company products (e.g Mucinex, Airbourne)
• Transferred and routed calls to appropriate medical specialist
• Took accurate and detailed notes in C.A.RE system for quality and adverse events calls
• Maintained a professional and friendly demeanor while on the phone assisting customers
• Trained on Reckitt Benckiser products and company policies
• Retrieved and sent out customer response emails
• Worked with Microsoft Word, PowerPoint and Excel software in relation to day to day
tasks
• Trained on drug safety and drug dosage regulations in regards to over the counter and
prescription based drugs
Computer Generated Solutions (CGS) October 2013-December 2013
Customer Technical Support Representative (Seasonal/Part time)
• Applied knowledge and training of information systems products and services to assist
customer’s on technical matters
• Typed and entered information into a database while taking customer information
• Escalated calls beyond my control to next level management
• Helped customers to troubleshoot machines (e.g kiosks, film machine, Xerox phasers);
while following proper company procedures and protocol
• Performed clerical duties; faxing, and scanning documents to appropriate parties in
regards to client billing
• Used Astea software to maintain, access, and document client calls .
Premier Healthcare Exchange (PHX) June 2013- October 2013
Medical Document Retrieval Specialist (Seasonal/Part time)
Contacted healthcare providers to request and obtain medical and billing documents via
•
fax, mail & e-mail for claims processing.
Responsible for processing claims, communicating with medical providers and other
•
office related functions (i.e. filing medical claims, etc.)
Assisted the nursing staff in the medical claim audit process by requesting medical
•
records and applicable documents from medical providers nationwide.
Provided back-up to Data Entry.
•
Provided back-up coverage for multi-line phone switchboard for receptionist
•
Reproductive Medicine Association of NJ October 2012- January 2013
Patient Services Coordinator (Temp)
• Entry level- scheduled patients, performed data entry of patient demographics; collected
insurance information and co pays from patients; answered phones and retrieved
messages from voicemail
• Responsible for maintaining physician calendars
• Complied and entered new patient paperwork, patient discharge paperwork, and medical
records into system
• Performed basic clerical and administrative tasks (e.g scanning, faxing, typing up letters
and mailing billing statements to patients
• Kept front desk and complimentary patient refrigerator clean and stocked with necessary
items
• Required to enforce H.I.P.A.A in regards to patient information / medical records
Hilton Healthcare Services, Indianapolis Indiana May 2009 – August 2012
Patient Claims Representative Trainee/Receptionist
• Identified wage loss expenses and wage exposures on medical claims
• Interacted daily with customers taking statements and research medical records to
understand nature and extent of injury and medical conditions
• Worked under minimal supervision once 8-10 week training is completed
• Shadowed nurse auditors to learn system of how a claim is entered into system, clinically
reviewed, audited, and sent off for claim negotiation
• Assisted due to employee vacation, sickness or leave with duties of front desk such as
scheduling patients, answering telephones, complying medical records and general
clerical duties
• Trained in H.I.P.A.A policy and procedures
• Responsible for handling the end of day deposits, which included cash, credit, and debit
card transactions
EDUCATION AND PROFESSIONAL TRAINING
Scotch Plains-Fanwood High School
High School Diploma, Scotch Plains NJ, 2012
Certified Home Health Aide Certification, graduated April 2014
Visiting Nursing Association of Northern New Jersey
Administrative Assistant Certification, completed January 2015
Union County College, Cranford NJ
Associate of Science, Nursing & Business Administration (Minor: Marketing), anticipated
graduation May 2015, Union County College, Cranford NJ
Goal; Bachelors of Science, Nursing & Business Administration
Rutgers University- New Brunswick NJ
TECHNICAL SKILLS
Microsoft Office Suites
Windows XP/2010, Outlook, Word, Power Point & Excel
Proficiency using QuickBooks
Proficiency using EMR (Electronic Medical Records System)
Resources and S.T.A.R registration
References: Available upon request
Contact this candidate