Customer Service Representative
Resume:
Suzanne Murray-Smith
MADISON TWP PA 18444
Primary Phone: 570-***-****
EXPERIENCE
Community Health Services
**/**/**** – 01/26/2015
Eligibility Screening Services Coordinator
Conducted a thorough screening to identify potential program(s) to fund medical needs while maintaining professionalism and confidentiality. Potential Programs included Health Insurance Marketplace for which I was Certified, Health Premium Tax Credits and Health Plan Selection. Also worked with Crime Victims Services, Veteran Affairs Assistance Program, 1011 for Undocumented Aliens, Social Security Disability, Medicare and Medicaid. State Programs included CHIP, Children’s Medicaid, Pregnancy-related Medicaid, Family Medicaid, Emergency Medicaid and Medically Needy. These services were performed on both an inpatient and outpatient basis.
Apple Dental Center - Tobyhanna, PA
07/01/2013 – 03/20/2014
Dental Receptionist
Coordinate the registration process by obtaining accurate medical, insurance, and demographic information from patients at each visit and ensuring the new patient information sheet is filled out on all patients. Maintain solid knowledge of all insurance plans by utilizing insurance manuals and appropriate correspondence. Answer phones in a timely manner, schedule appointments, take and distribute complete and accurate phone messages, return patient phone calls, answer miscellaneous questions and screen physician phone calls. Communicate with patients regarding physicians schedule and if physician is running behind. Perform patient appointment reminder calls and collect pertinent information prior to the appointment. Checkout patients, collect payments/co-pays, issue receipts, and schedule any follow up appointments. Schedule referrals to other physicians and facilities, process referrals and pre-certifications, as needed, in a timely manner and prepare new patient charts and type patient labels, pull patient charts for appointments.
Geisinger Health Systems - Moosic, PA
03/05/2012 - 08/17/2012
Patient Service Coordinator
Patient Service Coordinator who maintained a professional interaction with customers and business partners both internal and external. . Reviewed CPT Codes and ICD 9 codes to ensure accurate and efficient billing. Was flexible in supporting extended hours as determined by business needs in order to meet patient expectations. Met or exceeded established goals for call monitoring audits. Complied with HIPPA regulations and Geisinger guidelines. Accurately relayed information to patient regarding balances, payment plans, etc. and accurately documented the contents of the call. Met goals associated with average handle time, and quality while using efficient and appropriate work practices.
CIGNA Health Care - Scranton, PA
03/01/2010 - 03/02/2012
Customer Service Representative
Customer Service Rep who demonstrated a high level of customer service while meeting department quality performance standards, flexibility in response to unexpected changes in workload, staffing and scheduling. Maintained a calm and professional manner at all times. Acted on constructive feedback. Demonstrated respect for the rights and dignity of all patients. Compliant with HIPPA guidelines and privacy practices. Functioned as a team member to organize and prioritize responsibilities to complete daily work assignments. Attended and participated in monthly team meetings. Performed other duties as required or assigned for emergency or operational reasons for which I was asked to perform. Provided one call resolution to customer whenever possible. Achieved and maintained documented work group service goals related to call center metrics.
Monroe County Career Link - Tannersville, PA
08/23/2004 - 01/19/2009
Career Counselor
Career Counselor who worked with individuals to help them explore their eligibility for federally funded training. Developed a Career Path for the student as well as assisting with enrollment in a participating provider to help students obtain their career goal. Case management aspect covered follow-up with students during their training and job search. Proctored TABE and WRAT test to prep for GED classes at Monroe County Career and Technical Institute.. Reviewed and explained results of Interest and Ability Testing to guide participant on a career path.
EDUCATION: BA Criminal Justice & Government
Kings College, Wilkes-Barre, Pa.
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