Customer Service Manager
Resume:
Angela Marie Psomos
Address: ***** ********** ***, ******, ** 98908 Phone: 509-***-**** Email: *********@******.***
Skills and Abilities
Over 15 years Customer Service experience
Over 10 years Healthcare experience, including delivery systems and insurance
Experience as a Trainer, Lead and Assistant Manager
Consistently exceeded call quality standards with scores of 90% and higher, in high volume call centers
Experience with a variety of systems, including: IDX term, IDX web, IDX flow cast, Star, GE healthcare, Trace, IBM, Lastword, Epic, DSBS I&E, KEEP, MP (Market Prominence), File Net, Aviva, eWatson, Lotus Notes, MARX, RLI (Retail Lock Box), Doc View, Atlas, Stream, Concur, and Prime.
Education
Certified Nursing Assistant Certificate 10/2004
Renton Technical College, Renton, WA
Medical Terminology Certificate 03/2004
Renton Technical College Renton, WA
Employment History
Program Assistant II, Donor Services 06/2016 – 07/2016
BloodWorks NW, Renton, WA
Process Group Renewals/Terminations
Assist with escalated issues
Assist account managers/brokers
Account Advisor for Small Business Group 03/2015 – 07/2015
UnitedHealth Group, Seattle, WA
Process Group Renewals/Terminations
Assist with escalated issues
Assist account managers/brokers
Patient Services Representative 12/2014 – 03/2015
Overlake Medical Clinics Urgent Care, Issaquah, WA
Registered new patients into system including demographics and insurance
Answered and triaged multi-line phone system
Collected co-pays and posted to accounts
Verified insurance through One Health Port
Membership Account Representative 10/2011 – 11/2014
Group Health Cooperative, Tukwila, WA
Processed enrollment applications, terminations, change of effective dates and refunds
Researched and reconciled membership accounts, including aging accounts, member charges, late enrollment penalties and NSF fees
Analyzed accounts for delinquency and or discrepancies. Process JV’s (Journal Voucher’s)
Processed Medicare COB (coordination of benefits)
Researched and resolved enrollment, eligibility and ID card errors
Patient Financial Specialist 02/2011 – 10/2011
Group Health Cooperative, Tukwila, WA
Processed professional and hospital billing claim edits, returned mail and no payer responses
Assisted members with billing and health plan coverage inquiries
Posted member payments using Epic and IPAY
Assisted with collection payments, including outbound collection calling
Patient Access Representative – Behavioral Health Access 07/2010- 02/2011
Group Health Cooperative, Tukwila, WA
Triaged multi line phones, verified demographics and insurance coverage
Screened members for intake referrals and schedule appointments
Trained new employees on EPIC scheduling, BHART and call quality; created training manual
Patient Care Representative – Primary Care Appointing Center 01/2009 – 07/2010
Group Health Cooperative, Tukwila, WA
Triaged multi line phones in a high volume call center
Verified demographics and insurance coverage
Processed daily cancellation e-mail lists and rescheduled as needed
Audited provider schedules for scheduling errors and grammar
Patient Registrar
Kadlec Regional Medical Center, Richland, WA 10/2008 – 01/2009
Registered patients in the ER, ASC and Inpatient Hospital; entered diagnosis codes
Switchboard Operator/Rover (Pager)
Entered demographics, insurance and hospital admitting questions
Received and maintained patient consent forms
Checked-in patients for hospital and medical imaging appointments
Prepared surgery packets
Business Office Specialist 04/2007- 10/2008
Pacific Medical Centers, Renton, WA
Certified trainer and part of the “Task Force Team”
Registered new patients into system including demographics and insurance
Answered and triaged multi-line phone system
Scheduled appointments and called patients for follow up visits
Collected co-pays and posted to accounts
Verified insurance through Regence, Provider One, Premera, Molina, First Choice
Medical Records File Clerk 03/2006-06/2007
Pacific Medical Centers, Renton, WA
Pulled, logged and scanned charts for appointments
Delivered and picked up charts from nurses stations
Processed Release of Information for patients; faxed information to facilities and patients
Prepared new patient charts
Dental Receptionist
Crestview Dental Office, Dr. James H. Phillips DDS, Tukwila, WA 11/2005- 03/2006
Answered phones, scheduled appointments and prepared daily schedules
Filed charts, posted payments and ran daily reports
Cleaned and prepared procedure rooms
Verified insurance coverage
Lead Customer Service Cashier
Rainforest Café Tukwila, WA 11/2002- 04/2006
Retail Lead; Certified Trainer for all new employees
Stocked and organized merchandise
Cash handling and balancing of register; ran daily reports
Ability to accurately respond to customer inquires regarding products
Assistant Manager
‘Tis the Season, Tukwila, WA 10/2003 – 01/2004
Assistant Manager responsible for opening and closing kiosk in high traffic shopping center
Cashier, ran daily reports, close out/countdown register for nightly deposit
Assistant Manager
Subway, Renton, WA 10/2000 – 11/2002
Assistant Manager responsible for opening store
Ran daily reports and cash outs
Verified timecards and managed break schedules for all staff
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