Customer Service Practice Management
Resume:
Sandy Ferguson
Cell: 503-***-****
***********@***.***
www.linkedin.com/in/sandy-ferguson
I am a meticulous, independent initiative-taker who believes deeply in the organization's mission and has a proven record in challenging and
Fast-paced situations. I foster high performance, embracing risk, acting with purpose, and a sense of urgency. I am agile and can pivot quickly
to solve problems and optimize opportunities. I am an individual who optimizes chances and a positive mindset to continue a
transformational journey to meet an ever-changing healthcare and work environment. I have experience in healthcare administration
and College level instruction. I have earned a Bachelor of Science degree in Business (Healthcare Administration) and an associate degree in
Marketing and Management. I have teaching Diplomas in ESL and TEFL, Certifications’ in,’ Practice Management, Dental Assisting, and Dental
X-ray, medical transcription, and as a BLS/CPR instructor. Trained and experienced with healthcare software or member data-based
portals: Eaglesoft, Dentrix, Daisy, Practice Works, Epic, Workplace, Cerner, SharePoint, and CIMS. Experienced in inbound/outbound calling,
customer service, conflict resolution, de-escalation techniques, collections account management, electronic medical records, and project and
practice management. Ensure adequate staff meets practice and scheduling needs, interviewing, hiring, onboarding, coaching, and mentoring
team. Well-versed in cost control and creation and management of practice budgets.
Anthem Blue Cross BlueShield May 2021 to May 2023
Plaza Dr, Suite 400, Cypress, CA 90630 562-***-****
Patient Advocate, HCS Beacon Behavioral Health Autism Coordinator, West Region ABA outreach care specialist
Employed as an Autism health advocate, patient navigator, care coordinator, and patient relations representative. Serve as a go-between for
Patients and their family members and representatives of the healthcare industry. Collaborate with;’ members, caregivers’ physicians, and
other providers to ensure a comprehensive, positive treatment experience and patient satisfaction. The customer service representative,
patient liaison, consumer advocate, or crisis resolution representative. Help secure health care, create Autism authorizations, manage
insurance, assist with treatment plan discussions, review diagnoses, treatment options tests, medications, medical records, and decision-
making. Provide insurance or financial guidance. Implement, coordinate, monitor, and evaluate Autism options and services to meet members
health. Maintains accurate and complete documentation in the Case Management database and Case Management Care Coordination in an
HMO environment.
Spectrum Vancouver Customer Call Center February 11, 2018-May 2021
521 NE 136th Ave, Vancouver, WA 98684 360-***-****
Customer Service and Account Manager
Correspond with customers to resolve billing issues and queries. Update and maintain billing records documentation requirements. Perform
assigned administration-related duties and responsibilities. Use patience and practical communication skills to uncover customer needs,
answer questions and leave a positive impression on every customer interaction. Building relationships and turning the knowledge I have
gained in training into customer service wins. Provide over-the-phone account and payment support services, including maintenance,
activations, and packaging, plus how and when to schedule field visits and escalate calls to your support team. Educating customers on
service options and upselling to increase the value of their investment. I have developed a thorough understanding of Spectrum products
and services to assist customers in navigating the way to successful resolutions.
At Home Tutoring/Caregiving January 2007-Current
2700 NE 95th Court Vancouver, WA 98662 (360-***-*****
Tutoring Specialist
Provide instruction to improve comprehension for each student in all subject matters
Ensure the student feels comfortable and safe in their educational quest
Meet the needs of the students entrusted in my care for educational enhancement
Analyze each child to ensure the information is presented in the best method to maximize understanding
Mentor and support the students in their education quest.
Norton Sound Healthcare Corporation April 2013-July 2016
PO Box 966, Nome AK 99762 907-***-****
NSHC Dental Clinic Manager, Patient Hostel, and Pre-Maternal Home Associate Administrator
Improved employee attendance, credentialing, and accountability about attendance and tardiness. Train and ensure effective customer services
skills via the telephone and in person. Ensure effective communication between the front and back-office staff. Monitor staffing hours to
Ensure coverage to meet clinic needs and budget. Maintains adequate staffing levels by interviewing, screening, and selecting applicants to
Meet patient schedule. Improved accuracy and efficiencies of practice management productivity reports submitted to the Board. Coordinated with
The State of Alaska Inspector to revise current standards for mandated Fire drills to allow us to facilitate patients’ needs while meeting the needs
of our patient’s medical issues and concerns. Reduced the number of unfavorable problems and complaints from guests and patients at the
facility. Manage daily operations and reporting; analyze information to troubleshoot operational efficiencies and implement solutions. Actively
Manage staff to establish clear direction and priorities and implement plans to promote office efficiency. Revised Policy and Procedure Manuel
created office procedure manual containing all original document templates. Create and maintain annual budget for three departments and
Manage accounts, ensuring an elevated level of customer service.
Nome Children’s Home July 2013-July 2016
Post Office Box 98, Nome, AK Nome, AK 99762 907-***-****
Child advocate
Client/child Advocates responsible for providing therapeutic interactions and supervision to youth who are placed in the Nome Children’s Home,
State-funded temporary shelter and treatment facility for children awaiting permanent placement, reunification, or completion of their treatment
plan. Staff members are responsible for implementing appropriate social, educational, and recreational strategies, timely documentation, home
security, household duties, de-briefing sessions, and crisis intervention. Preparing meals attentive to individual child diet restrictions.
Clinicient April 2011-January 2013
1515 Fifth Ave, Portland, OR, 97217 503-***-**** EXT. 149
Medical Office Account Manager
Ensure the office functions as part of a layered organization, not solely as an individual entity. Ensure the office and staff protect patient PHI and
comply with HIPAA rules and regulations. Ensure operation efficiencies and compliance with all mandated laws. Maintaining billing rules,
business logic, workflows, fee schedules, payer and credentialing settings, EDI, and ERA management. Identifying articulating unmet patient
needs to service and operations management for resolution. Managed accounts receivable; this would include the
analysis of accounts receivable, directing the follow-up team to collaborate with payers and determine the status of unpaid claims, and taking the
necessary actions to ensure prompt claim payment.
Comfort Care Mobile Dental March 2007-April 2011
3245 SE Campbell Street, Milwaukie, OR 97222 503-***-****
Operations Director Grant funded contract/temporary position
Meet patients, caregivers, and Administrators to present specialized Dental plans catered to individuals living in an assisted living facility.
Research grants available for specialized treatment options for elderly individuals in assisted living facilities.
Coordinate schedules with Assisted living and Retirement homes, residents, caregivers, and staff to coordinate times Mobile unit would be
Onsite to provide treatment for residents who have purchased this Specialized Dental program.
Regence Blue Cross February 2005-January 2007
100 SW Market Street Portland, OR 97215 503-***-****
Claims Analyst
Provide quality customer service to external and internal customers. Respond to inquiries regarding dental, workman comprehension, individual
Health claims and policies in an accurate manner. Resolve claims issues by taking appropriate action. Provide timely resolution to questions and
Issues using available systems involving department staff, external resources, and contacts. Accurately and appropriately provide
comprehensive and legally defensible documentation. Utilize time proficiently to offer optimal service and secure and analyze information pertaining
to claimants' condition, history, insured status, and other policy provisions to accurately determine eligibility for and entitlement to dental, vision
and individual health benefits. Research and evaluate new or revised member eligibility and benefit plans or provide data to make a reconsideration
of denials, pre-determinations, or payments based on applicable policy limitations and provisions. Investigate and apply for contract benefits in
processing each claim, ensuring clarity, accuracy, and validity, and issuing payment for processed claims.
Constant Lu, D.D.S., PC July 2001-January 2005
16-C NE 81st Street, Vancouver, Washington 98665 360-***-****
Office Manager
Manage daily operations and reporting; analyze information to troubleshoot operational efficiencies and implement solutions. Ensure the team
Delivers quality and compassionate dental care to every patient. Actively manage staff to establish clear directions and priorities and implement
Plans to promote office efficiency. Treatment plan presentation with acceptance and completion percentage rate from 95 to 98%. Present all
restorative, Hygiene, recall schedule coordination with improvement from 68% to 95%. Management of emergency patients’ enrollment in new
Patients on an 80 or 95% ratio. Managed patient records and accounts, accounts receivable, and insurance processing.
billing, authorizations and appeals and collections, schedule manager, inventory control, treatment plan preparation and presentation with
Acceptance with completion of restorative, Hygiene recall schedule coordination. Daily activities audit reconciliation, including reviewing,
correcting errors in daily activities and approving the report promptly. Ensure effective customer service and patient relations.
Edward Barnes, D.M.D June 1989 - May 2001
Lombard Street, Portland, Oregon 97217 503-***-****
Office Manager
Manage daily operations and reporting; analyze information to troubleshoot operational efficiencies and implement solutions. Ensure the team
delivers quality and compassionate dental care to every patient. Actively manage staff to establish clear directions and priorities and implement
Plans to promote office efficiency. Treatment plan presentation with acceptance and completion rate from 95 to 98%. Coordinator of restorative,
Hygiene and recall schedule with the improvement of 90% total treatment acceptance of all treatment plans. Management of emergency patients
Enrollment and conversion to the patient of record. Maintain adequate staffing levels by interviewing, screening, and selecting applicants to meet
patient schedule. Management of accounts receivable and payable, all aspects of insurance processing and appeals, patient
and staff satisfaction and retention.
EDUCATION
Western Governors University Master of Healthcare Administration April 2024
Serious Teachers Inc. TEFL Education ESL & TEFL Certificate Diplomas March 2011
Dental Assisting National Boards Certification in Dental X-ray Technician December 2010
American Heart Association BLS/CPR April 2015
Concordia University Bachelor of Science in Healthcare Administration June 2005
Concorde Institute Medical Transcription December 2000
Mt. Hood Community College Medical Coding and Terminology December 2000
Blue Mountain Community College associate degree in marketing and management June 1981
Dental Assisting National Boards Certification in Dental Assisting October 1989
Dental Assisting National Boards Certification in Practice Management June 1988
REFERENCES
Edward Barnes, D.M.D., PC
1832 N. Lombard, Portland, Oregon 97217
Mark Kelso, DMD, Director of Dental Services, Norton Sound Healthcare
P.O. Box 966, Nome, AK 99762
907-***-**** ******@*******.***
Rhonda Schneider, Executive Director at Nome Community Center
505 W 3rd Avenue, Nome, AK 99762
907-***-**** 907-***-**** **********@******.***
Professor Mark Jaeger, Professor of Healthcare Administration,
Concordia University Chair, Department of Health, and Science
2811 NE Holman Street, Portland, OR 97211
503-***-**** ******@*******************.***
Rochelle Ferry, Licensed Dental Therapist, Norton Sound Healthcare Corporation
PO Box 966, Nome, AK 99762
360-***-**** ********@*****.***
Christine Schultz, LCSW, DCSW, Director of Social Services Norton Sound Healthcare Corporation,
PO Box 966, Nome, AK 99762
907-***-**** ********@*******.***
Debra Knight, Senior Accounting Consultant, State of Alaska
5343 Hoods Branch Road Springfield, TN 37172
918-***-**** *******@*****.*** *********@*****.***
Jenny Valentine, Daimler Trucks North America, Forecast and Inventory Optimization
4555 N Channel Avenue, Portland, OR 97217
503-***-**** or 360-***-**** **************@*******.***
Lana Pope, Expanded Functions Dental Assistant
Paynter Dental, 445 W Powell Blvd, Gresham, OR 97030
971-***-**** or 503-***-**** lanataylor73 @me.com
Maureen Hinkley, EdD, MBA, MS
Senior Program Mentor, Leavitt School of Health
Mentor Professor Western Governors University
385-***-**** *******.*******@***.***
Krystle Ching, BCBA-ABA Case Manager, Providence Healthcare
PO Box 4327, Portland, OR 97208-4327
541-***-**** *******.****@**********.***
Leslie Daniels, Spectrum Communications
56147 NE 119th Street, Vancouver, WA 98684
360-***-**** Lesliedaniels@***@*****.***
David Zornick, Spectrum Communications, Supervisor
521 NE 136th Ave, Vancouver, WA Vancouver, WA 98684
360-***-**** *****.*******@********.***
Barbara Strutz, Tech Healthcare Services Medical Management, Providence Healthcare
PO BOX 4327, Portland, OR 97208
503-***-**** *******.******@**********.***
Contact this candidate