Customer Service Medical Assistant
Resume:
C O N T A C T
ad00u2@r.postjobfree.com
Chicago, IL
E D U C A T I O N
Pursing Degree in English
Expected Graduation 2025
Harold Washington College, Chicago, IL
Certified Medical Assistant
Illinois School of Healthcare, Chicago, IL
S K I L L S
Relationship Management Organizational Governance
Financial Management
Operations Leadership
Strategic Planning
Resource Forecasting and Management
Team Leadership
Performance Management
Policy Development
Project Management Communications
Cross-functional Team Leadership
Conflict resolution
Andrea S. Lane
CUSTOMER SERVICE EXPERT
Change leader with 10+ years of experience in client management, excellent customer service, and communication skills. Sound knowledge in directing the operational and strategic integrity of an organization's core programs. Champions process improvements by developing effective systems and evaluating program components to measure success that can be effectively communicated to the organization's leadership. Proven prowess in directing and executing client plans to ensure timely progress in achieving the organizational mission and target programmatic impacts.
W O R K E X P E R I E N C E
Supervisor of Home Care Services
Addus Chicago, IL 2021 – Present
●Schedules direct service employees to clients as directed by a client's care plan established upon intake.
●Process patient authorizations, communicate with central admissions, enter reauthorizations into client records, and ensure chart preparation for all new clients.
●Creates work schedules by entering schedules into a database and managing changes to client schedules due to client requests, illness, vacation, or leaves of absence. Provides alternate coverage to ensure the client's care plan is followed and client services are not interrupted.
●Supervises direct service employees by setting expectations for attendance, performance, and conduct by holding employees accountable to the company's policies and guidelines.
●Assists with the new hire process for all new employees and ensures all documentation is completed accurately and in a timely manner.
●Monitor client's condition and performance of duties by Home Care Aides
●Maintain all company and State specific program rules, regulations, and standards.
Engagement Center Representative
Community Health Systems Munster, IN 2021 – 2022
●Answers incoming calls and conducted outbound calls to patients with open medical orders to schedule basic test or procedure appointments.
●Ensures that accurate patient information is collected to facilitate the pre-registration process and providing exceptional customer service to ensure quality and performance standards are achieved.
●Compiled new procedures, guidelines, and policies when communicating with patients which decreased scheduling issues by 90%.
Home Care Supervisor
Help At Home Chicago, IL 2017 – 2020
●Supervise direct service employees by setting expectations for attendance, performance and conduct by holding employees accountable to the company's policies and guidelines.
●Complies with all Managed Care Organization, Medicaid, and HIPAA regulations and requirements.
●Tracks employee time off, sick, vacation, missed clock in and out for each shift.
●Supports and actively helps with recruiting and onboarding needs of team.
●Manage changes to client schedules due to client request, illness, vacation, or leaves of absence.
●Provide alternate coverage to ensure the client's care plan is followed and client services are not interrupted.
●Conducts monthly client wellness calls and conducts home visits as required.
Customer Service Advocate
United Healthcare Hobart, IN 2016 – 2017
●Respond to and resolve, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
●Deliver information and answer questions in a positive manner to facilitate strong relationships with clients’ customers.
● Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends.
●Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
●Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.
●Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient.
Telephone Interviewer
National Opinion Research Center Chicago, IL 2013 – 2016
●Responsible for screening and interviewing respondents over the phone using carefully developed, field-tested questionnaires to respondents via Computer Assisted Telephone Interviewing (CATI).
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