Customer Service Medical

SUZETTE SWAIN

**** ********** *****, *********, ******* 46143

Phone: 317-***-**** Email: ***********@*****.***

Qualifications:

Highly motivated professional with 20 years of experience in the Administrative, Medical and Customer Service fields resulting in a solid track record of consistently meeting and exceeding company goals and expectations. I have outstanding leadership and communication skills as well as the ability to prioritize and work in extreme pressure situations with positive outcomes.

Skills:

Microsoft Office 2010 Sovera Next Gen

Microsoft Office 2007 IDX Web Intellidose

Microsoft Office 2003 ADP/TimeSaver Invision

Employment:

American Health Network

September 20, 2013 - Current Financial Counselor / Account Representative

General office duties such as flow of correspondence, filing, document scanning, faxing and any other requested tasks

Identify complex registration or departmental issues and triages to appropriate staff member for problem resolution

Obtain insurance authorizations and precertification needed for treatment for all patients

Take incoming calls from patients with billing questions on their accounts

Talk to all new patients receiving chemotherapy to discuss out of pocket cost and helped with signing patients up for foundation financial assistance

Processed all foundations claims for payment

Reviewed all schedules for upcoming appointments obtained all needed authorizations for treatment

Talked to patients with high dollar balances to discuss a resolution to their account.

Obtain Referrals from primary care physicians needed to see patients in the office.

Enrolled all patients receiving high dollar chemotherapy in the Drug company safety net program

Actively work accounts in Next Gen and Intellidose

St Vincent Hospital and Health Organization

January 20, 2009 – June 18, 2013 Financial Counselor Specialist

Complete Financial review of patient submitted documents

Determine what documentation is needed for a full financial review

Interview and counsel patients regarding resources available to them to pay for hospital services

Adjust account balances per charity recommendation

Participate in ongoing communication with the patient for account resolution including adjust account balances per charity recommendations

Work on assigned accounts that are completed to obtain payment arrangements for unpaid claims

Take incoming calls from patients with questions regarding financial assistance, insurance payments, co-insurance and patient responsibility

Responsible for assessing and writing up recommendations for bad debt/charity cases on balances in excess of $25,000

Actively work accounts in Invision, Soarian and IDX Web.

Obtain and process payments from patients

General office duties such as flow of correspondence, filing, document scanning, faxing and any other requested tasks

Process assigned accounts that are completed to obtain payment arrangements for unpaid claims

Identify complex registration or departmental issues and triages to appropriate staff member for problem resolution

Identifies needs for assistance for other staff and contact parties (e.g. Chaplain, Social Services, other Doctors appointments, etc.) to fully meet patient needs

Columbus Courtyard by Marriott

June 2006 – December 2008 Operations Manager

Supervise all Front Desk, Reservation Department and Food /Beverage Department operations

Responsible for all aspects of human resource management for all departments

Observe and monitor workers' performance to make sure that company rules and procedures are being followed

Interview applicants and judge the quality of their skills to staff various positions in hotels

Initiated and maintained all employee records for entire facility

Completed multiple sales reports that were uploaded and sent to Corporate daily

Handled all aspects of accounts payable and accounts receivable

Completed bi-weekly payroll using ADP Payroll and Timesaver

Maintained and completed all daily bank deposits

Maintained all inventory and completed necessary orders for all food and beverage departments

Answer customers' questions, make them feel at home, and build on-going relationships

Southern Indiana Orthopedics

January 2003 – June 2006 Medical Assistant

Scheduled and provided detailed explanation for multiple types of test and procedures and phone triage

Assisted with Workman’s Compensation billing and commercial insurance billing

Maintained prescription refill phone line

Record patients' medical history, vital statistics and information such as test results in medical records.

Sandcrest Family Medicine

October 2001 – January 2003 Medical Assistant

Assist Physicians with medical procedures

Phlebotomy / Injections

Perform routine laboratory tests and sample analyses

Scheduled and provided detailed explanations of multiple types of test and procedures

Medical Records documentation and charting and phone triage

Explain treatment procedures, medications, diets and physicians' instructions to patients

Maintained prescription refill phone line, called in required prescriptions per doctors orders

Neurology and Sleep Science

September 1992 – October 2001 Team Lead/ Medical Assistant

Phlebotomy / Injections

Assist Physicians with medical procedures

Instructed patients on the use of MS medication and self injection

Scheduled and provided detailed explanations of multiple types of test and procedures

Medical Records documentation and charting and phone triage

Maintained prescription refill phone line, called in required prescriptions per doctors orders

Education:

Indiana Wesleyan University, Indianapolis, IN

Bachelors Degree in General Studies

Minor in Human Services

Objective:

To secure a permanent position with a well established organization that has a stable environment that will enable me to use proven project management, organizational, and communication skills.

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