Manager Customer Service

ANGELA BALDWIN

PROFESSIONAL EXPERIENCE

Wills Eye Hospital-Medical Records Clerk/Receptionist 11/14-12/15

Protected the security of medical records to ensure that confidentiality is maintained. Answered incoming and made outgoing calls concerning patients medical release forms. Reviewed records for completeness, accuracy and reviewed compliance with regulations. Retrieved patient medical records for physicians, technicians, or other medical professional. Processed patient admissions and discharge documents.

Home Instead Home Care-Home Health Aide/ Care-giver 03/15- present

Maintained and prepared patient daily care plan. Provided daily personal services: nutritional planning, bathing, grooming/oral care, dressing, toileting activities (incontinence-ambulation). Performed transfers/ transfer/lifting, turn- re-position technique, knowledge of equipment. Documented case assessment notes.

Temple Hospital-Scheduler/Front Desk 03/13-07/14

Coordinated with a staff to schedule patients for surgery. Communicated with Primary Care offices to obtain surgery medical clearances. Coordinated with vendors, (Medical Device) surgical instruments and /implants with hospital departments for each surgical case. Contacted insurance companies to obtain pre-authorizations and estimates for patients cost of surgery. Prepared patient’s paperwork for billing, and accounts. Performed verification for physician’s schedule in advance including: checking appointment/ re-scheduling correct and verifying information ensuring there are no gaps or overbooks with each physician’s bookings.

Temple Hospital-Patient Services/ Front Desk 06/12 -12/12

Greeted patients, check in and check, enters information required for admissions into data system (SMS) Obtained and record all demographic, personal information and insurance information, such as physicians’ orders, medications and dietary requirements. Compiled data for patient’s charts, medical records, and occupancy for census records. Answered telephone, intercom calls and emails request in a timely manner.

Temple Physician-Patient Service Representative 01/11-05/12

Greeted and assisted patients, obtained initial patient information including demographic and insurance, reviewed and maintains patient’s data. Performed time of service payment collection and posting, verified patient account through automated process and registration, worked in compliance with HIPPA regulations. Identified issues/trends with payers investigated and corrected errors, researched missing or incorrect account data. Maintained medical and insurance referral records and examines and complete all out patient referral for lab-work, EKG and x-rays. Manager front office work flows.

Procura Management-Patient Services/ Case Assistant 01/11- 07/11

Provided/prepared R.N. Case Managers’ with all necessary information from Providers, Claimants Attorneys for pre-certification processing. Processed initial treatment plans, session of treatments, claim numbers and copies of medical and/or test/procedure/surgery reports. Prepared reports manages treatment plans. Prepared reports for Appeals, Determination Letters and Doctor’s recommendations

Aetna Insurance-Call Center Benefits Coordinator 06/11-12/11

Maintained high volume of in/out bound calls, processed customers applications, claims and benefit services

Provided information and answered customer’s concerns and issues. Recorded daily case records and up-dated data systems provided detailed information about medical / insurance benefit coverage. Provided assistant and information about Medicare/ Medicaid coverage.

Manor Care Health Services-Admissions Intake Manager 01/10-12/11

Fully screened and processed all patients’ admissions paperwork, including medical insurance, financial obligations and benefits coverage. Documented all information that identifies physician and patient type of accommodation required, insurance coverage and date of admission. Responded to inquiries from hospital Nurse Liaison, Social Workers and outreach referrals families. Provided and prepared daily census reports for Department Heads. Maintained database of overall facility, medical contacts and community

Fair Acres Rehab and Nursing Center-Certified Nursing Assistant 03/09-01/10

Provided patient care within acute-care, rehabilitation, surgical, and home-care. Provided assistant at a 120 bed capacity facility for 20 residents. Assistant patients with essential activities required such as helping them with meals, transferring patients using assistive devices, bathing, grooming and dressings

Liberty Resources-Case Manager 01/07-01/09

Assisted clients in meeting eligibility requirements by collaboratively determining their needs, establishing goals, and formulating service plans. Monitored and provided on-going over sight for transitional services, individual progress and enrollment for Independent and OBRA and home modifications waivers. Knowledge of HCSIS in submitting service plans and adding services for State approval. Performed home visits for follow-up and assessments. Complete quarterly reports based on daily progress notes. Process home health aide timesheets & time and activity sheets for payroll. Coordinate Home Health Aide schedules including but not limited to identifying potential employees, managing call-outs/substitutions and arranging transfers in order to ensure consumer coverage as authorized in Individual Support Plan.

Greater Philadelphia Urban Affair-Case Manager/Job Developer 01/04–12/06

Responsible for providing individual counseling to adults experiencing vocational and life skills challenges participating in community economic development, providing supportive services. Facilitated Job Clubs Workshops. Act as Liaison with business to create employment opportunities/training for clients. Conducted pre-admission testing and assessments, completed all paperwork in a timely manner. Conducted on-site employment visit and support for clients employed. Meet with employer to discuss program and guidelines. Increased job placement rate by 85% by recruiting new business.

Educational Data Systems-Case Manager 01/00 -12/-04

Provided on-going and expertise through comprehensive assessment, planning, implementation and over-all evaluation of clients needs. Maintained case notes and up-dated information regarding client’s activities. Facilitated Job Club/Life Skills Workshops. Monitored employed client’s progress including work/home site visitation and telephone contacts.

EDUCATION

Community College of Philadelphia HealthCare Management 2010-2011

Fair Acres Nursing Facility Certified Nursing Assistant program 2009-2010

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