Customer Service Representative

TERRI L. BROWN

925-***-**** **************@*****.***

The Women’s Center @ St. Rose 11/2012 – 10/14

Office Manager

Manage staff and doctors schedules

Surgery scheduling, Front and back office Medical Assisting duties

Generates payroll

Maintain public relations with hospital personnel and Vendors

Obtains authorizations for procedures from multiple insurance companies, including medi-cal

Initiating contracts from insurance companies

Complies with insurance companies policies and procedures

Coordinating payments with patients and insurance companies

Marketing clinic to other Doctor’s Offices and Community

Responsible for all bank deposits and payments of facility bills

Handles specimens and builds professional relationships with lab and drug representatives

Independent Medical Service 3/ 2012– 11/2012

Patient Care Coordinator

Create a patient care plan with the patient that uses an outcomes based clinical pathway to provide the patient with all

the diagnostic, nutritional and behavioral support required to ensure an optimal outcome.

Communicate frequently with assigned patients: weekly, before and after each procedure and on any occasion there is

a significant case update.

Assist the patient with special needs and arrangements to facilitate the ability to adhere to the care plan comfortably.

Assist the patient with understanding the benefits provided through their medical insurance plan and their personal

financial responsibilities.

Explain and schedule all pre-operative procedures

Obtain the summary plan description for the patient's health plans to assure understanding of plan benefits and

exclusions.

Screening patients for specialty services provided through the surgery center.

Ensure the patient completes all care plan appointments and rescheduling if necessary.

Booking transportation for patients to facilitate scheduled appointments.

Document any issues or patient concerns and resolve in a timely manner keeping the patient fully informed until final

resolution is reached.

Document any complaints, critical incidents or barriers to service and report the Center Manager and Patient

Care Coordination management.

Provide the patient with emotional support and coaching as they move through a life changing event.

Obtain any additional information necessary to expedite the patient's procedures and appointments.

Provide patient educational materials and direction so that the patient is fully informed and feels confident in the care

received.

Serves and protects the practice by adhering to professional standards, policies and procedures, federal, state, and local

requirements.

Enhances practice reputation by accepting ownership for accomplishing new and different requests; exploring

opportunities to add value to the patient experience.

ON ASSIGNMENT HEALTHCARE STAFFING 10/06 to 3/10

Account Executive

On site visits to clients (15-20 weekly)

Develop list of prospective customers by utilizing On Assignment database, studying regional intelligence, job boards,

and consulting with business associates and networking

Contact employer prospects (in person and by phone/fax/email/in-person selling) to uncover customer

needs for contract, project and direct hire staff, relate the features and benefits of On Assignment services, costs, and

advantages

Secure Master Service Agreement (contracts) and negotiate pricing and terms consistent with company standards

Develop and implement strategic sales plans to accommodate division and company goals

Develop initial job orders and ensure a successful transition of the service relationship to

account management and staffing personnel in appropriate regions

Monitor business levels and job orders for ideas to expand services available to present customers

Cultivates close professional relationships with client management personnel

Confer with customers and company officials to monitor the quality of services provided and to resolve complaints

Monitor market conditions and activities of competitive firms to ensure competitive pricing and

provide feedback to management regarding market opportunities

Represent company at trade association meetings to promote the company’s services.

Prepare periodic sales report showing sales volume, potential sales and areas of proposed client base expansion

Increasing my book of business to 39

working employees with an average weekly revenue of 50K

Managing territory from San Jose to Sacramento

Assisting with recruiting and placements of candidates

Awards: Presidents Club 1st Quarter 2008, Ranked #5 in company for the Western Region

HEALTHCARE RESOURCE GROUP (Temp Staffing) 09/02 to 09/06

Patient Financial Service Representative

Insurance Follow Up Representative - Insurance Verifier

Follow up with insurance companies for past due payments

Rebilling of claims manually on UB92

Obtaining information needed by insurance company to expedite processing of claims

Reviewed Explanation of Benefits for incomplete payments

and patient coinsurance and deductible resulting in reduction of AR days by 6

Verified patient eligibility and insurance benefit with commercial insurance, Medicare, and Med-iCal

Actively used Medicare’s DDE System

Assignments at John Muir Health System, Highland Hospital, Enloe Hospital, San Joaquin Medical Center,

St. Lukes SF, CPMC.

VALLEYCARE HEALTH SYSTEM 02/99 to 05/02

Patient Financial Service Representative

Verified patient eligibility & insurance benefit with commercial insurance, Medicare and Medi-cal

Actively used Medicare’s DDE System

Collection of patient co-payment & deductible at time of admission to the hospital

Communicated patient insurance information to case managers for follow up treatment

Reported inpatient admissions to insurance companies

Pre-certified surgery and OB admissions to hospital

Customer Service Representative

Assisted patients with inquires of their account visa telephone

Explained to patient Explanation of Benefits received from insurance company to determine co-pay and deductible

Assisted patient in making payment arrangements based on patients’ income and ability to pay overdue balances

EDUCATION

Abraham's College Phlebotomy Certification and CPR Renewal 2001

Chabot College Dental X-Ray License 1991

Galen College Completed Medical Assisting Course 1988

Contact this candidate