Customer Service Representative
Resume:
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Deborah L. Diehl *** Owl Hill Rd. Lititz, Pa.**543
Employment Objective
Seeking a challenging position where I can utilize my training and experience in customer service for which I have done for 7-9 years, also hospital billing, and patient care. I am a flexible team player with advanced organizational skills, focused on providing quality customer experience.
Employment Experience
Owl Hill Learning Center 10-20-2014/ Present
506 Owl Hill Rd.
Lititz Pa. 17543
Assistant Group Supervisor
Supervise K-3 Children
Responsible for children at all times
Arts and Crafts/Daily Activities
Story time/Nap time/Snack time
Some paperwork/Accident and Illness reports
Learning Time as followed guidelines of school
Making sure children are safe at all times
Leslie B Miller OD Inc. 06-23-2014 - 09-15-2014
1555 Highlands Dr. Suite 180 Lititz Pa. 17543
All aspects of the Office/Eye Exams
Clerical and Insurance verification/Pulling Authorizations
Adding new Insurance policies directly from the customer/via phone
Answering Phones/Customer-Patient Services
Training for Eye Exams-Tech
Emailing and Texting through Office-Mate system
Phones/Fax/ EMR in our System
All Scanning of patient’s info in our system
Scheduling various Eye tests/exams-Post-op and Pre-op
Opening Office/Starting all PC’s and Optic machines
Warwick School District (Temp position) 03-03-2014 - 06-12-2014
301 Orange St. Lititz Pa, 17543
Food and Nutrition Services Assistant
Help prepare Fruit /Vegetable trays
Serving area setup
Morning Prep work
Serve food on line to the students
Responsible for all clean-up of the kitchen
Help set up and work Banquets occasionally
Lancaster General Hospital 1986-2001
555 N. Duke St. Lancaster Pa. 17601
Patient Financial Service Representative (Primarily Blue Cross)
Specialized in billing and reimbursement of accounts
Posting Cash from Green Bars
Communicate and deal with Customer Accounts via phone
Scheduled appointments with customers to help them with Accounts
Liaison for miscellaneous Insurance Companies
Followed up on accounts to make sure they are paid correctly, according to Insurance contract terms. Appeals and review of claims to Insurance
Performed General office duties, including setting patient’s payment arrangements, and getting Rev. Codes and Diagnosis Codes changed to bill accordingly.
EKG/Processor, Cardiology (heart station)
Assisted Manager with the new Cardiology Data Base (Apollo System for Cath Lab)
Prepared Catherization Reports/EP Studies
Performed various office duties including (Budget/Scheduling)
Process Analyst, Management Engineering (Report to the CEO)
Selected by the CEO to serve as a member of the Re-engineering team for 1 year
Identified Clinically-related processes in need of change
Established Implementations plans and supported the execution of them
Researched and selected screens and functions for the IMCU staff and their Clinical Practice Committee to improve time management
Completed Time Studies on all Floors/Shifts to achieve proper Patient Care
Established a computerized Medical Record Function for the Patient Focused Care Team
Helped along with the IT Team to train employees per new system
Observed Computer Operations at other Medical Institutions and made recommendations to LGH on various ways to improve quality and efficiency of Patients Records and Care Plans while reducing costs
Discussed with Nurse Manager’s ways to improve Patient Quality Care
Assisted in Evaluating the nursing Data Base to improve efficiency
Visited other Medical Institutions out of the area to research lay outs of specialized units.
Lead Cardiology Assistant (heart station)
Performed Lead Technician Duties
Processed all Heart Catherization Lab reports
Proof- read all E.P Studies and corrected them as per doctor’s dictation
Developed department procedures to maintain accuracy/ efficiency
Performed EKG’s on patients and reported abnormalities to Cardiologists
Helped perform EKG’s on Children’s Cardiac Clinic Day/Adults as well
Entered orders, credits and results into our system/Scheduled tests for patients
Completed Monthly Work Schedule for Heart Station Employee’s
Heart Monitor Technician, IMCU Unit
Observed cardiac monitors/Reported any Abnormalities
Calibrated and marked Cardiac Stripes and placed on patients charts
Assisted with patient care on a daily basis
Committee’s served on at LGH
Patient Focused Care
Communications in Cardiology
Problem Solving with Customer Care Service Issue’s
Benefits and Insurance/For Employee’s
Hartford Insurance Company
Lititz Pike, Lancaster Pa.
Administrative Assistant, New Policy Dept.
Performed all clerical duties to include filing, typing and new data entry
Typed and mailed all new policies to customers
Education
Lancaster General Hospital Training:
1. Business/Management and Leadership courses completed
2. Communication courses completed
3. EKG/ Pacemaker course completed/with Certification
4. Patient/Customer Satisfaction courses completed
Brownstown Vocational School (through LGH)
1. Basic Keyboard Skills
2. Introduction to Windows
3. Lotus-version 4 for Windows
My Previous Employer PC Education
1. Navinet Systems (Used to pull Authorizations)
2. Office Mate (Scheduling all tests for patients including Pre/OP&Post/OP
3. Microsoft Office Word (Typing letters to other Physicians or any Correspondence)
My Present Employer
1. Online classes@ Penn State/ The Better Kid Care Program
2. Orientation/Early Childhood Education
Willow Street Vocational School
1. Computer keyboard 1&2 (for LGH)
2. Practical Nursing Program, Completed 10 months
Millersville University
Nursing Professional Practice Model
Pediatric/ Child/Adult- First Aide Course/CPR Certification
Graduate of Solanco High School
References: provided upon request.
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