Customer Service Call Center

JACQUELINE LEACH

PO Box ***** Lexington, KY *****

859-***-**** ***.**********@*****.***

PROFESSIONAL PROFILE

Customer service oriented professional with 5+ years healthcare industry experience, capable of providing timely and accurate data to ensure reimbursement for patient services. Accustomed to a fast-paced call center environment, follows policies, procedures and guidelines to ensure consistent quality, and maintains and safeguards patient privacy.

Respond to customer inquiries and resolve problems in a timely manner to ensure efficient customer service

Pays close attention to detail to ensure accuracy and maintain compliant documentation

Well-organized, manages time and priorities in multi-task environments

Microsoft Office Applications / MS Excel MS Word MS PowerPoint Typing Speed: 35 WPM KEY QUALIFICATIONS

Medical Billing Accounts Receivable Collections Co-Pay Deductibles Co-Insurance EOBs Revenue Cycle Management Posting Payments Government (Medicare & Medicaid) 3rd Party Payers Electronic Health Records (EHR) Electronic Medical Records (EMR) Greenway Prime Suite EHR Managed Care (HMO, PPO, and POS) Workers Compensation Insurance Verification Insurance Claim Processing CMS 1500 CMS 1450 (UB-04) Front Office Operations Medical Office Procedures Scheduling Medical Terminology Anatomy & Physiology HIPAA Compliance Medical Coding (ICD-10-CM, HCPCS, CPT) EDUCATION

Ultimate Medical Academy Associate of Science Degree – Medical Billing and Coding, 2020 HIPAA Essentials for Healthcare Professionals Certificate RELEVANT PROFESSIONAL EXPERIENCE

Rose International Inc. Conduent / Humana – Lexington, KY 10/2018 – 01/2019 Pharmacy Mail Order Representative / Call Center

Helped patients place prescription orders and sent insurance cards to clients

Ensured address was correct in order to receive medication through the mail

Collected co-pays and maintained knowledge of gap coverage

Checked to ensure that appropriate changes were made to resolve customers' problems ADDITIONAL PROFESSIONAL EXPERIENCE

Ultimate Medical Academy – Lexington, KY 02/2019 – Present Full Time Student

Remain self-directed, motivated, and accountable for personal actions

Come prepared for class and complete assignments on time

Navigate new technology, utilize available resources, and set realistic expectations Burlington Coat Factory Retail – Lexington, KY 10/2016 – 05/2018 Fitting Room Attendant / Cashier / Customer Service

Ensured customers followed rules regarding fitting rooms and provided outstanding customer service

Operated cash register, accepted payments, and processed returns and layaway orders

Organized endcaps and display tables

Ross Dress for Less Retail – Lexington, KY 02/2015 – 03/2017 Cashier / Fitting Room Attendant / Customer Service

Interacted with customers in a positive manner and demonstrated high level of customer service

Processed retail transactions, accepted payments, and stocked shelves

Recovered merchandise from fitting rooms and assisted in replenishment of stock onto sales floor Jacqueline Leach Cont.

Galls Uniform Store – Lexington, KY 11/2011 – 08/2014 Outbound Picker

Retrieved customer orders from warehouse and ensured order was pulled correctly

Carefully packed ordered item in appropriate corrugated containers and taped securely

Affixed shipping labels to containers according to shipping requirements

Transported prepared containers to appropriate shipping area Private Duty Care – Lexington, KY 03/2009 – 09/2013 Caregiver

Assisted elderly disabled patient with hygiene, grooming and mobility

Ran errands, handled housekeeping duties, and prepared meals

Communicated with doctors and nurses about patient condition and documented services provided Prior work experience includes 5+ years as a Home Health Companion in Lexington, KY VOLUNTEER EXPERIENCE

Ronald McDonald House – Lexington, KY 12/2011 – 12/2013 Volunteer

Prepared meals and provided companionship to sick children and their family members during the holidays Food Under the Bridge – Lexington, KY 05/2003 – 07/2004 Volunteer

Offered time and talent assisting individuals in need of food

Maintained positive attitude and showed respect to those with whom there was contact while performing duties

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