Customer Service Manager

Tina Jackson

****.**********@*****.*** **** Kenneth Glenn Dr. Charlotte, NC 28213 704-***-****

OBJECTIVE

Experienced medical office assistant with over four years of experience seeking a front office, medical records, or administrative position.

SKILLS AND TRAINING

ICD-9, CPT, HCPCS, CMS 1500 training

Perform front desk procedures including patient scheduling, referrals and other calls; patient intake; maintain patient records

Input, update and maintain patient information in computerized database

Transcribe medical notes (beginner level)

Understand and correctly use medical terminology

Understand and comply with HIPAA regulations

MS Word, Excel, PowerPoint, Outlook applications

Operate general office equipment (copier, facsimile, multi-line phone, scanner)

WORK HISTORY

AmerisourceBergen (LASH GROUP) Charlotte, NC

BENEFIT VERIFICATION SPECIALISTS Oct 2016-Feb 2017

Completing patient benefit verification's through outbound calls to payers

Completing all required information for completion of benefit coverage in the database

Providing quality review of benefit summaries completed by candidate

Performing fax reviews and is the final reviewer of the patient information documents before the final is submitted to physician’s offices

Auditing benefits information on the benefit verification within the database and identifying any inconsistencies with the summary of benefits

Performing audit and review of information in the payer tool to the benefit verification and identifying any inconsistencies

May perform outreach to clarify any inconsistencies with the payers

Demonstrate superior customer service.

Proficient in Microsoft Office Word and Excel.

Demonstrate strong problem solving skills and the flexibility to be able to accommodate the needs of the program.

ComForcare Charlotte, NC

Staffing Supervisor Nov 2013-Sep 2015

Coordinated schedules between client and caregivers; printed and reviewed schedules for accuracy

Reviewed new clients; made quality assurance calls to client and caregiver; updated referral source

Performed quality assurance calls to ongoing clients; reviewed master record to ensure data is current

Received and entered flow sheets in a timely manner; performed intake follow-ups

Worked with manager to post and review payments

Divided tasks with office manager as needed

Communicated needs and reported message out for open shifts to HR

Continually reassessed caregiver availability

Recruited caregivers; posted ads and sourced candidates for specific urgent staff needs

Prepared daily quick report including increased or decreased hours, hospitalizations and client issues

St. Mary’s Home Care Services Charlotte, NC

Office Coordinator Sep 2011- Apr 2013

Answered phone calls; responded to inquiries and directed calls to appropriate party

Processed and coded patient Medicaid and Medicaid Cap billing

Collected staff timesheets; calculated and processed staff payroll; submitted payroll information to supervisor for five NC regions

Filed patient records; faxed records for patient referrals to physicians and CCME

Reviewed QI report to determine patient admissions and discharges from the state; processed patient discharges

Performed new employee orientation; completed new hire paperwork; filed and updated employee files for five NC regions; assembled new hire packages

Opened and closed office daily following required safety procedures

Processed staff expense reports; balanced petty cash drawer to receipts monthly

Processed employee verification requests

Helton Manor West Charlotte, NC

Office Manager Sep 2007-Dec 2009

•Processed disability, social security, and health history documents for new clients

•Processed petty cash withdrawals for patient needs

•Prepared social security, pension, disability and other check deposits for patient fund accounts

•Developed weekly patient transportation schedule for patient doctor appointments and shopping needs

•Scheduled appointments for potential clients to tour facility;

•conducted guided tours of facility for prospect clients, new clients, and families

•Ordered office supplies

•Acted as liaison between patients and management and resolved issues up to my level of authority

•Separated management mail from patient mail and distributed to appropriate mailboxes

•Processed new hire paperwork including background checks, W2, W4, I-9 forms, 2-step TB results

EDUCATION

ECPI University Concord, NC

AAS Medical Administration Sept 2009-Jul 2011

GPA 3.74, Perfect Attendance Awards

Lakeside Primary Care Concord, NC

Medical Administration Extern Jun 2011-Jul 2011

•Answered patient phone calls, directed calls to appropriate provider

•Pulled and filed hard copy medical records

•Printed CMS 1500 encounter forms for scheduled appointments

•Printed labels and prepared patient records to be scanned into electronic database

•Performed patient chart number look-up

•Checked patients out; verified follow-up appointments

•Reconciled daily log for cash/credit/no-copay patient accounts

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