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Medical Records Specialist II or HIM Specialist

Rochester, NY, 14651
$21 /hr
January 29, 2024

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Joyce Dickinson-Mackin

315-***-**** /


Medical Records Specialist II and Health Plan coordinator with 6+ years of knowledge and experience in health care settings. Highly proficient in areas of customer service, data entry, research of medical records and materials, record retrieval and documentation as well as inbound and outbound calls, and time management. Also skilled in Microsoft Word, Excel, Powerpoint, Sharepoint, Salesforce, Citrix-Facets, InstaMed, LTH Internal Applications for PHI Authorization Database, Oracle Knowledge, eMEDny (Medicaid Website), Local Department of Social Services database (LDSS), SIP Soft Phone, Interaction Desktop, Skype, Google, and Customer Care Library.

Provide excellent customer service via telephone and email to patients, physicians, hospitals, medical universities, laboratories, record storage and send out facilities

(Citrix, Verisma, ShareCare).

Research, obtain & prepare medical records for delivery to various health care facilities.

Retrieve, sort and verify & download incoming medical records, patient authorizations and materials (images, slides) into Data base.

Deliver medical records and materials with speed and accuracy utilizing extreme confidentiality measures and pertaining to HIPAA regulations. CORE COMPETENCIES

Medical Records Retrieval and Delivery Proficient in Multiple Computer Applications Excellent Communication Skills (written & oral) Confidentiality of PHI and HIPAA Regulations Prompt Attention to Details Independent & Remote Work Service Driven & Reliable Team Player

eEhealth Technologies September 2020 – November 2023

(West Henrietta, NY)

Medical Records Specialist II

Provide excellent customer service via telephone & email to patients, physicians, medical facilities, universities, laboratories, etc. throughout the United States.

Deliver utmost respect, clarity of speech and patience to customers, patients, hospital personnel, lab assistants, film library specialists, physicians, Pathologists while speaking on the phone.

Research and prepare medical records for confidential delivery using encrypted email or Overnight FEDEX mail.

Review all received records, physician letters, patient authorizations and materials for accuracy.

Notate case files using current time stamp, date stamp, mailing stamp, Urgent status, etc. for prompt & accurate record keeping.

Assist patients with on-line patient authorizations with clarity, patience and empathy.

Input confidential information into Database for filing and storage.

Provide health care facilities with patient protected health information (PHI) for treatment and Continuity of Care.

Tackle and follow through with difficult cases which requires prompt & speedy attention.

Contact medical facilities such as Stanford Healthcare, Kaiser Permanente, UCLA Health, Dignity Health, Northwestern Medical, New York Presbyterian/ University Hospital of Columbia and Cornell, etc to obtain and deliver confidential patient medical records and materials.

Request images such as CT’s, MRI’s, Ultrasound’s, Mammograms, Cardiac Cath and ECHO records and images for Continuity of Care patients.

Utilize Cyracom Interpreter Services to assist patients of second language while completing patient authorization on line and answer pertinent questions regarding patient’s records.

Utilize various computer applications (Microsoft Word, Excel, Sharepoint, Salesforce, Word, Outlook, etc.) during daily work obligations to include time management, research, authenticate patient information, etc.

Strictly adhere to Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Participate in on-going training to enhance operations by being a service driven and reliable employee of company.

Knowledge and ability to sign into vpn to work remotely and independently.

Team player on designated team and as participating member of Cares Committee within the company.


Aerotek/Excellus Blue Cross Blue Shield December 2019 – March 2020

(East Rochester Techniplex)

Pay-by-Phone Representative

Provide general information and telephone support to potential consumers seeking medical health insurance and information regarding New York State of Health (NYSOH).

Assist customers enrolled in a health plan with specific questions and/or concerns regarding the Essential Plan, Child Health Plus, Medicaid, Medicaid Managed Care, Medicare, etc.

Provide telephone support to customers requesting to pay for individual or family health insurance.

Accept premium payments (monthly or Effectuation) from customers enrolled in a specific health plan.

Process payments using a secure phone line for confidentiality.

Direct multi-lingual consumers to a language interpreter if needed.

Utilize Citrix-Facets, InstaMed, LTH Internal Applications for PHI Authorization Database SIP Soft Phone, Interaction Desktop, Skype, Customer Care Library, IT Help Desk on a daily basis.

Ability to utilize multiple screens concurrently for data research, processing payments, search for PHI Authorizations, etc.

Provide excellent customer service.

De-escalate frustrated customers by providing utmost patience, support and viable solutions.

Participate as an effective team member

Volunteer to assist Supervisor with research of patient information as well as gather and sort multiple returned mail.

Effectively adhere to company policy of attendance, break and lunch times. Maximus September 2016 – July 2019

Consumer Support Specialist (CSS) III

Provide telephone support to consumers requesting medical health plans from New York State of Health (NYSOH).

Utilize language interpreters to communicate with multi-lingual customers.

Assist consumers to navigate on the NYSOH website to create an account, log into their account, or complete an on-line application for health insurance.

Research and direct consumers to provide necessary paperwork (earned income, tax returns, citizenship, immigration, etc.) to be submitted by deadline date to NYSOH for proper validation.

Research database for verification of customer information regarding, Name, DOB, address, telephone number(s), specific health plans and government subsidies such as, Medicaid, Medicare, SSI, etc.

Navigate specific websites concurrently such as, Oracle Knowledge, eMEDny (Medicaid website), Local Department of Social Services (LDSS), database for PHI Authorization, IT Help Desk.

Utilize Maximus websites for personal use such as, Pipkins, Absorb, e-mail, to monitor daily schedule, assigned workshops and training, request time off, etc.

De-escalate upset consumers on the telephone by providing friendly, patient, supportive, and positive assistance.

Provide excellent customer service with consumers, Brokers, Navigators, Application Counselors, supervisors, managers, team leads, providers, etc.

Participate as an effective team player.


Nazareth College of Rochester

Master of Science in Education in Special Education, May 2003 Bachelor of Science in Speech-Language, December 2001 Bryant and Stratton Business Institute

Executive Secretarial Associates Degree, June 1987

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