Customer Service Medical

PROFESSIONAL SUMMARY

Highly organized, compassionate, resourceful and accomplished HealthCare Professional with 12+ years of expertise in exceptional customer service.

SKILL PROFILE

Proven college-level instruction of courses within the Medical Assistant curriculum

Extensive knowledge of medical terminology and procedures

Knowledge of insurance plans and referral procedures

Proficient in the administrative and clinical duties and systems, including extensive knowledge of both front and back office policies and procedures, various office systems, personal computers and industry-related software programs

Able to interact effectively and in a supportive manner with persons of all ages and backgrounds with the ability to establish and maintain patient loyalty and rapport.

Highly driven and ability to work accurately and efficiently in a fast paced environment

Professional, strong interpersonal and human relations skills

Able to remain focused and maintain priorities during regular interruptions

PROFESSIONAL EXPERIENCE

Medical Employment Directory-Medical Receptionist II

St. Louis, MO 05/2016 – Present

Greets and appropriately directs patients via phone calls or direct contact. Schedules appointments and updates demographic information, checks patients in and out and collects copayments. Insurance verification and eligibility via E-Verify. Scans all medical documents into appropriate charting. Distributes all mail and transmittals. Maintains waiting room for upkeep of office. Performs general clerical duties as needed. Performs duties and responsibilities in a professional matter. Use various software; i.e. Epic, Centricity, EMR and Adobe

SluCare Department of Otolaryngology/Head & Neck Cancer-Senior Patient Coordinator

St. Louis, MO 09/2013 - 04/2016

Greeted, directed and assisted visitors and coordinate deliveries

Collected copayments and made sure all new patient records were available in Epic for physicians

Responsible for payment collection and posting; reviewed requisitions; prepared reports; transcribed clinical correspondence; may collaborate with billing process

Reviewed and maintained demographic and insurance information; obtains and issues referrals in IDX and Epic EMR

Scheduled surgeries, services, and appointments; prepared referral forms for tests, procedures, consulted with specialty physicians; obtained x-rays and test results; verified benefits and assisted with various insurance protocols; precertified tests and procedures

Answered multi-line telephone system assisting patients with appointments and follow ups and even coordination of care with other doctors

Insurance verification and benefits and eligibility for all patients

Liaison between physicians and patients for all precertifications and prior auths needed for any office procedures

Processed all disability determinations

Made sure all cancellations are called and rescheduled if need be through ClientTell services.

Researched and resolved patient referral problems; oversees operations to ensure patient satisfaction.

Collaborated with department leadership to ensure performance of daily activities

Served as Office Manager in her absence

Performed other duties as assigned

BJC Medical Group- Patient Service Representative/Front Office Medical Assistant

St. Louis, MO 07/2012 - 08/2013

Triaged phone calls from patients to physicians in a timely manner and responded to each accordingly by assigning tasks

Prepared fee tickets for proper documentation of encounters daily

Greeted and checked in patients in a friendly and professional manner

Answered a high volume of inbound calls

Scheduled and confirmed patient appointments

Collected and posted payments, recorded receipts and verified insurance

Communication liaison for patient/physician relationship and requested Rx/refills for patients

Vatterott Educational Center-Medical Office Assistant Instructor

St. Louis, MO 03/2010 - 09/2011

Planned, prepared and delivered quality college instruction in lecture and laboratory environments for courses to include: Medical Language & Terminology, Law and Ethics, Medical Office Management, Medical Office Procedures, Laboratory Techniques, EMR, Clinical Duties I and II, Medical Billing & Coding, Medical Office and Financial Management, OSHA and HIPAA regulations, and Professionalism.

Responsible for monitoring 250-400 students progress and attendance reports both the medical assisting and medical billing and coding departments

Maintained high degree of professionalism while conducting class as well as interactions with peer instructors and administrators

Timely and accurate in the completion and submission of grades and other administrative duties

United Health Care – Provider Service Representative

St. Louis, MO 08/2009 - 03/2010

Responded to complex customer calls

Resolved customer service inquiries which could included:

oBenefit and Eligibility information

oBilling and Payment issues

oCustomer material requests

oPhysician assignments

oAuthorization for treatment and precertifications

oExplanation of Benefits (EOB)

Provided excellent customer service

Constantly met established productivity, schedule adherence, and quality standards

Provided expertise or general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims

Analyzed and identified trends and provided reports regarding claims and benefits for provider service

APS Healthcare – Client Service Coordinator

St. Louis, MO 09/2008 - 07/2009

Responsible for coordination of communication, process flow, and documentation with Health Coaches, Case Managers and Medicaid members in Missouri

Assisted in the process of providing members with appropriate level of intervention, education, and coaching to best manage their chronic care conditions, as directed by the management team and clinical staff

Performed high volume of inbound and outbound calls to market Missouri program services and enrolled members who agreed to participate, into the appropriate specialty care service of either Disease Management (DM) or Case Management (CM)

Demonstrated the ability to overcome objections and re-engage the member in finding value in the program to ensure continued commitment and service

Concentra Medical Center – Medical Office Specialist

St. Louis, MO 01/2006 – 09/2008

Front office responsibilities included: Greeting patients, charting, filing, answer phones, schedule patient appointments, scan files, charge out patients, collect co-pays, insurance verification, and precertification.

Back office responsibilities included: Prepare and maintain exam rooms, dispense medications, collect urine and hair samples, drug screens, breath alcohol test, physicals, injections, blood draws, venipuncture, vital signs, EKG, spirometry, audiometry, and assisted physician with minor surgeries/sutures

EDUCATION

Medical Assistant, A.A.S Allied College, St Ann, MO October 2004

Dr. Rafat Nashed Orthopedics – Medical Assistant Externship

St. Louis, MO 09/2004 – 10/2004

AWARDS AND CERTIFICATIONS

Academic Excellence and Perfect Attendance Awards, 2003-2004

CPR, BLS and First Aid Certifications

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