Customer Service Sales
Resume:
Ivy R Skaggs
***** **** ** **, ********, MN ***** 612-***-**** **********@*******.***
Summary
Experienced, hardworking, fast learning, dedicated, professional individual who likes challenges seeking to broaden my skills and knowledge.
Skills & Abilities
hardworking attention-to-detail fast learning goal driven committed knowledgeable professional 9 years medical related experience 19 years customer service experience customer driven customer support problem solver Brightree Software Mestamed Software Microsoft Office API Software Avaya Phone System Webex auditing/compliance computer skills keybording communication/listening skills diffuse escalated calls data entry customer intake sales orders medical equipment setup audit quality assurance insurance benefits/reimbursement insurance verification reviewed medical records medical necessity specialist coached monitored trained independent worker team player go-to-person multi-task approachable accountable helps others compassionate leader thrives on challenges fast paced environment empathetic courteous well-mannered
MANAGEMENT
Performed staff annual reviews and interviews.
Supervised the Documentation Specialist and Inventory Analyst department including managing a branch store.
Able to work with different personalities; understand that all people don’t work the same and can’t be approached the same.
SALES
Nine years of experience and knowledge of Durable Medical Equipment sales.
COMMUNICATION
Trained, coached and monitored customer service representatives on proper telephone and email etiquette along with program, insurance, software, policy and procedures per company guidelines.
Have patience and good at listening.
LEADERSHIP
Gave direction and stepped in to assist staff and coworkers when or if needed.
Took charge and participated in company related committees and projects.
Provided coworkers/staff of any Durable Medical Equipment changes in policy and procedure by registering myself in any conferences, lunch-n-learns and webinars.
Education
HIGH SCHOOL DIPLOMA JUNE 2000 NEW LONDON-SPICER HIGH SCHOOL
Experience
DOCUMENTATION SPECIALIST RICE HOME MEDICAL MAY 2015 – JUNE 2015
Requested and reviewed medical records and prescriptions.
Determined if guidelines were met for ordered durable medical equipment per various insurance companies including Medicare.
Prepared, faxed and logged Certificate of Medical Necessity (CMNs) in Brightree Software.
Created and logged Prior Authorizations (PARS) in Brightree Software including providing information to the payer source for approval of services.
INTAKE & AUDIT COORDINATOR RICE HOME MEDICAL APRIL 2015 – MAY 2015
Responsible for supervising the Documentation Specialist and Inventory & Pricing Analyst department.
Created and ran Ad-Hoc/Canned reports via Brightree to monitor sales orders that were placed on hold due to missing or expired CMNs/PARs, prioritized what CMNs/PARs needed to be worked first due to insurance timely filing, Documentation Specialists productivity, used the data to perform audits on certain product classes, etc.
Worked close with Billing Supervisor and Upper Management to determine areas the company needed to provide training/resources for staff development with the frequent changes in the DME field.
Retrieved and compiled copies of medical records that were requested by an insurance payer performing an audit. Created a table of contents on where to locate the information being audited in the documentation being sent.
Assisted with adding new inventory items and adjustments via Brightree.
Informed Inventory & Pricing Analysts of any updated fee schedule changes by the company’s payer source along with HCPC research and PDAC updates, etc.
INTAKE & OPERATIONS COORDINATOR RICE HOME MEDICAL OCTOBER 2013 – APRIL 2015
Performed same duties mentioned above under Intake & Audit Coordinator with a few additions listed below.
Provided Branch Managers and Operations Director pivot tables of sales orders confirmed, total of sales orders by month, new customers by month, number of new sales orders by product class, etc. with the data pulled from the reports.
Trained or coordinated staff training for insurance verification, benefits and guidelines, utilizing software system, equipment and supplies.
Performed audits on product classes to ensure orders and documentation was compliant per company and payers guidelines; worked close with Compliance Officer and team.
Served on special projects and task forces; ex: Brightree Rules Engine; Oxygen Task Force.
CONFIRMATION & QUALITY ASSURANCE SPECIALIST RICE HOME MEDICAL JULY 2013 – OCTOBER 2013
Reviewed documentation, sales order, equipment forms, Advanced Beneficiary Notice (ABN’s), etc. to ensure all required paperwork and requirements met prior to confirming sales order to avoid accidental and billing errors.
Confirmed sales order for our billing department to bill through MestaMed that were prior to 11/01/12 date of service.
Tracked errors so management could see where an opportunity was needed.
INTERIM BRANCH MANAGER RICE HOME MEDICAL APRIL 2013 – JULY 2013
Managed store, Delivery Technicians and Customer Service Team.
Coded and signed off on the billing invoices of the stores expenses along with Petty Cash.
Performed monthly staff meetings.
Assisted with customer and order overflow.
CONFIRMATION & QUALITY ASSURANCE SPECIALIST RICE HOME MEDICAL 2010– APRIL 2013
Performed same duties listed above. (July 2013 – October 2013)
Assisted in moving our customer rentals from MestaMed into Brightree by creating an Initial Load Sales Order. (ILSO)
CUSTOMER SERVICE REPRESENTATIVE RICE HOME MEDICAL AUGUST 2006–2010
Served in providing service for telephone and walk-in customers.
Created Sales Orders, went over paperwork and equipment to customers.
Verified insurance eligibility and benefit information.
Requested and obtained required documentation per insurance guidelines; including submitting PARs.
References
LISA ZIEHL
Strategic Account Liaison, Brightree
Office Line: 678-***-**** and Mobile Line: 320-***-****
TONYA WITTMAN
Payer Analyst, Rycan Technologies
Home Line: 320-***-****
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