Customer Service Technical Support

Alicia D. Jamison

*** ******* *** *****, ** ***** 917-***-**** *************@***.***

Overview

More than eight years working in the healthcare industry servicing, patients, doctors, and nursing staff, in hospital and remote setting. Expert in providing comfort level service in IT support, patient consult and DME. Ability to be professional and personable in order to relate to clients and service them with their needs whether its technical, counseling, or medical equipment advisement.

Core Strengths

Exceptional Customer Service

Team Leadership

Electronic Medical Records (EMR)

MS Office

A+ Network + MCSE Training

HIPPA

EDI

Problem Solving

Healthcare Consulting

Provider Relations

Professional History

Dumont Center for Rehabilitation and Nursing Care, New Rochelle, NY

Admissions/Transportation Coordinator Jan 2015- Sept 2015

Conducted facility tours.

Reviewed PRI’s for acceptance and facilitated all admissions paperwork.

Performed insurance verifications, pre- authorizations and background checks.

Managed the facility bed list, and census.

Coordinated all transportation, and appointments for patients with Medicaid and private pay.

Worked closely with the Administrator, Director of Nursing, Social Worker and Nurses,

Landauer Metropolitan dba Landauer Medstar, Mt Vernon, NY

CSR/Liaison Rep May 2012- Jan2015

Provided patients with respiratory services, oxygen therapy, surgical, mobility, and DME supplies.

Worked with Doctors, Nurses, and Nurse Case Manager helping them provide aftercare for patients.

Determined patient insurance eligibility for my assigned accounts, and advised collection departments of required actions for billing.

Complied with all HIPPA guidelines. Processed letter of medical necessities, and obtained authorization from insurance companies.

Advised patients of their options regarding equipment, and their insurance.

Retrieved orders from All-scripts.

Horizon Blue Cross Blue Shield, Newark, NJ (Contract) July 2008- Nov 2011

IT Technical Support Analyst

Participated on a First Contact Resolution Team providing first, and second level technical support for internal, and external users that utilize the corporate website and, proprietary software;

Accountable for the resolution of technical issues for a multiple services.

Investigated electronic claim rejections, referrals, EFT's authorizations, and remittance advice.

Provided outstanding customer service to Employees, Group Administrators, Brokers, Providers and Members.

Maintained a minimum of 85% first call resolutions, 30% average speed answer, and under 10 min average call time.

Supported and trained both external/internal clients on EDI Gateway and transaction procedures.

Utilized - EDI, Mainframe/ CICSP, EDI Prod, UCSW, Service Center, Horizon Net 2000, CID, MOM EDI dashboard.

CCT Solutions Beth Israel Medical Center under Continuum Healthcare Partners (Contract), NY, NY

Computer Trainer, Help Desk Analyst Feb 2005- Apr 2008

Provided technical support for Continuum Health Care Hospitals.

Instructed classes for doctors and nurses teaching them the proprietary software and common PC knowledge.

Installed, configured, updated and inventoried software.

Assisted with the deployment of new versions of Prism Software.

Worked remotely and on all hospital units, monitoring and configuring PC's; Responsible for hourly maintenance, census reports and error control data.

Utilized- IDX, Prism, Web NAI, Eagle, Care-cast, and Enterprise.

Education & Credentials

2006 to 2013

Bachelors of Arts in Communication and Culture

CUNY SCHOOL OF PROFESSIONAL STUDIES, NY, NY

2003 to 2004

Associates of Arts in Business Administration

AMERICAN INTERCONTINENTAL UNIVERSITY, Online

2003 to 2005

A+, Network+, MCSE Training

BLUE DATA INTERNATIONAL, NY, NY

Community Work/ Non- Profit

Fontanez Karate Success System, Bronx, NY

Co-Owner/Head Instructor

Aug 2007- May 2011

Taught classes consisting of self-defense, MMA, Taekwondo, Shotokan to children, adults, and seniors.

Processed pay roll, and supported staff

Promotions and marketing

Project management

The New York Gibson Family Chapter, New York, NY

Corresponding/Recording Secretary

Aug 2011- Current

Kept written record of amendments, bylaws and protocols.

Kept legal minutes of official meetings.

Assisted the chapter President in preparation of the agenda .

Prepared and presented minutes of the quarterly reunion meeting upon request of the board.

Keep a necrology list of members and presented a report to the biennial meeting.

Publishes newsletters, flyers,

Corresponds with other chapters and with international chapter headquarters in regards to reunion goals.

Oversees all committees

Project management

References and Supporting Documentation Furnished Upon Request

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