Customer Service Patient Services
Resume:
Riva L Frye
Pensacola, FL *****
************@*****.***
Customer service-oriented professional with 11+ years of healthcare industry experience. Able to provide timely and accurate data to ensure reimbursement for patient services. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and assure patient confidentiality.
• High Academic Honors Recognition / Dean's List / Honor Roll.
• Customer service skills are necessary to communicate effectively with patients and healthcare providers.
• Well-organized, able to manage time and priorities in deadline-driven environments.
• Attention to detail is needed to maintain high levels of accuracy.
• National CPR Foundation CPR/AED and Basic Life Support (BLS).
• Microsoft Office Applications (Word, Excel, and PowerPoint) - Type 35 WPM. Authorized to work in the US for any employer
Work Experience
Resident Care Coordinator
Noble Senior Living - Pensacola, FL
February 2022 to Present
• Provide daily living services to residents such as help with bathing, dressing, and meal reminders.
• Communicate effectively with clients, family members, and co-workers, Third party providers.
• Document client activities and changes in behavior/ condition.
• Respect residents' privacy and maintain confidentiality.
• Complies with policies and procedures and abided by HIPAA guidelines to protect privacy.
• Observed, reported, and documented resident conditions and activities.
• Maintains the security and confidentiality of patient information at all times.
• Administrator scheduled medications for all in-house residents at the scheduled times.
• Handle pharmaceutical companies accordingly to maintain clients medications are in facility before running out or before expiration.
• Communicate with HCP regarding change of condition, medications refills, medication adjustments and/or medication discontinuities.
• Daily documentation in PCC regarding any changes or general information on all clients.
• Make sure insurance information are up to date in clients file. Resident Care Assistant/Med Tech
Homestead Village Assisted Living - Pensacola, FL
November 2021 to February 2022
• Provided personal care assistance to residents - personal hygiene, feeding, and mobility.
• Promoted a safe, clean, and organized environment.
• Complied with policies and procedures and abided by HIPAA guidelines to protect privacy.
• Observed, reported, and documented resident conditions and activities.
• Maintained the security and confidentiality of patient information at all times.
• Administrator scheduled medication(s)
Customer Care Agent
Alorica Calling Center - Saint Joseph, MO
September 2021 to February 2022
• Talks to customers over the phone, email, online chat, or social media to resolve their questions or concerns
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Upsells to customers as necessary
CSR - Customer Service Representative
Continuum Global Solutions - Henderson, NC
June 2021 to July 2021
• Answer Inbound Calls from Customers and Address Questions & Concerns
• Provide Information About Their Insurance Coverage & Benefit Plans
• Resolve Concerns to Simplify Their Healthcare Experience
• Navigate Through Multiple Computer Applications with Speed & Accuracy Personal Care Assistant (PCA)
Veranda of Pensacola - Pensacola, FL
March 2021 to May 2021
* Provide daily living services to residents such as help with bathing, dressing, and meal reminders.
* Communicate effectively with clients, family members, and co-workers.
* Document client activities and change in behavior.
* Respect resident's privacy and maintain confidentiality. Resident Care Assistant/Med Tech
Homestead Village of Pensacola - Pensacola, FL
August 2020 to January 2021
• Provided personal care assistance to residents - personal hygiene, feeding, and mobility.
• Promoted a safe, clean, and organized environment.
• Complied with policies and procedures and abided by HIPAA guidelines to protect privacy.
• Observed, reported, and documented resident conditions and activities.
• Maintained the security and confidentiality of patient information at all times. Resident Care Provider/Wellness Coordinator
Asbury Place - Pensacola, FL
November 2008 to October 2019
• Performed duties in accordance with safety and infection control procedures.
• Assisted with activities of daily living (personal hygiene, feeding, and mobility).
• Communicated and interacted effectively with patients, visitors, families, co-workers, and supervisory staff.
• Documented and reported observations of patient behavior, complaints, and physical symptoms.
• Maintained the comfort, privacy, and dignity of patients by completing duties in a manner that displayed warmth and promoted a caring environment.
• Implement and evaluate the health of residents as well the change of condition to the PCP as follows Per guidelines.
• Make changes to the MOR as the order reads ASAP when the DR./ARNP makes an order change and/ or med needs to be added to the MOR.
• Performed Medication Cart Audits weekly to ensure all medications were up-to-date (Expirations) and/ or need refills.
• Transportation/Doctors appointment scheduling, and to verify the resident's insurance is current/ updated.
• NOCA certification for residents that had to be recertified for a plan. Education
Associate of Science degree in Health Sciences
Ultimate Medical Academy - Tampa, FL
January 2020 to June 2021
Med Tech Training in Medication Certification
Elite Medical Academy - Largo, FL
Skills
• Check In (1 year)
• Check Out (Less than 1 year)
• Data Entry
• Release of Information
• HIPAA Compliance (3 years)
• Medical Laws & Ethics Medical Billing Knowledge
• Third Party Billing
• Medicare (3 years)
• Medicaid (3 years)
• HMO (Less than 1 year)
• PPO (Less than 1 year)
• Basic Coding Skills for ICD-10 & CPT Insurance Verification (Less than 1 year)
• Anatomy & Physiology
• Medical Records (1 year)
• Vital Signs
• Medical Terminology (2 years)
• Custodial experience (5 years)
• Caregiving (10+ years)
• Medical office experience (3 years)
• Medical Scheduling
• EMR Systems
• Triage
• Customer service
• ICD-9
• Medical Coding
• Laundry
• Typing
• Microsoft Excel
• Office experience
• Administrative experience
• Multi-line phone systems
• Sales
• Medical Receptionist
• Front desk
• Resident's rights
• Windows
• ICD Coding
• English
• Microsoft Word
• HIPAA
• Phone etiquette
• Patient care
• Auditing
• Documentation review
• Assisted living
• Communication skills
• First aid
Certifications and Licenses
First Aid Certification
CPR Certification
August 2022 to August 2025
Certified Medication Technician
Certified Medication Aide
AED Certification
Assessments
Home health aide skills — Proficient
July 2021
Providing care to patients in a home setting
Full results: Proficient
Call center customer service — Proficient
August 2021
Demonstrating customer service skills in a call center setting Full results: Proficient
Customer focus & orientation — Proficient
August 2021
Responding to customer situations with sensitivity Full results: Proficient
Sales skills — Proficient
August 2021
Influencing and negotiating with customers
Full results: Proficient
Home health aide skills — Proficient
December 2020
Providing care to patients in a home setting
Full results: Proficient
Teamwork: Interpersonal skills — Proficient
July 2020
Responding to challenging team situations at work
Full results: Proficient
Written communication — Completed
August 2021
Best practices for writing, including grammar, style, clarity, and brevity Full results: Completed
Attention to detail — Completed
July 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Completed
Work motivation — Proficient
May 2020
Level of motivation and discipline applied toward work Full results: Proficient
Work style: Reliability — Proficient
August 2021
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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