Experienced and highly organized Customer Service Representative and an Office Administrative Assistant with over 9 years of experience managing office operations, supporting executive teams, and streamlining processes. Skilled in managing budgets, developing and implementing policies, and leading teams. Proven ability to improve office efficiency, reduce costs, and increase productivity. Excellent communication and interpersonal skills with a strong attention to detail.

Work experience:

Account Receivable Specialist – Velocity Clinical Research (Medix), Durham, NC – September 2023 – November 2023.

Help with backlog of AR items like bills needing to be paid to Velocity.

Maintain the billing system and account receivable files and records.

High volume, receive open items/bills and contact the groups associated with the open items and work to collect/close out.

Perform account reconciliations. Generate invoices and account statements.

Office Administrative Assistant - Community Care Service, LLC, Durham, NC - Dec 2022 to May 2023.

Developed and implemented office policies and procedures that improved efficiency and streamlined administrative tasks, resulting in a 20% increase in productivity.

Managed and supervised administrative staff, providing guidance and support in daily tasks, scheduling, and training.

Coordinated with clinical staff to ensure seamless service delivery, including scheduling and facilitating appointments and managing patient records.

Maintained office budget and tracked expenses, ensuring compliance with funding requirements and maximizing use of available resources.

Acted as a liaison between community care service and external stakeholders, including government agencies, insurance providers, and vendors.

Conducted regular audits of office procedures to ensure compliance with regulatory and accreditation standards.

Developed and maintained electronic health record system, ensuring confidentiality, accuracy, and security of patient information.

Managed office inventory, ordering supplies, and equipment as needed to ensure smooth operations.

Generated weekly and monthly reports, analysed data and identified trends, and prepared detailed reports for management. Demonstrated proficiency in Medicaid and Medicare billing, as well as state enrolments and authorizations, utilizing strong attention to detail and accuracy.

Contributed to the onboarding process for new hires by providing administrative support, such as scheduling orientation sessions and preparing new employee paperwork.

Demonstrated strong interpersonal skills in providing general support to visitors, addressing inquiries and directing them to the appropriate personnel.

Established and facilitated weekly and monthly supervision and staff meetings, effectively disseminating key messages and ensuring timely communication among team members. Managed incoming and outgoing mail, distributing correspondence to the appropriate personnel in a timely manner.

Call Centre Representative - AmeriHealth Caritas, Raleigh, NC - July 2019 to May 2022.

Successfully managed an average of 50-60 inbound calls per day, resolving customer inquiries and issues in a timely and professional manner, resulting in a 96% customer satisfaction rating.

Utilized a computerized system to accurately document and track customer interactions, ensuring that all information was entered correctly and efficiently, with an average accuracy rate of 98%.

Consistently met or exceeded individual and team performance metrics, including call handling time, quality assurance scores, and customer satisfaction ratings, resulting in recognition as a top performer for two consecutive quarters.

Assisted and educated the members with the health plan benefit information and available services, provider search, billing inquiries, eligibility status, referrals, prior authorization status, filing appeal/grievance, and member complains.

Identified and escalated complex issues to appropriate personnel or departments, as necessary, ensuring that customer issues were resolved promptly and effectively, resulting in a 90% first call resolution rate.

Participated in ongoing training and development programs, acquiring and maintaining a thorough knowledge of company products and services to better serve customers, with an average training completion rate of 95%.

Worked effectively as part of a team, contributing to a positive and collaborative work environment that supported individual and team success, resulting in recognition as a team player and valuable contributor to team success.

Office Administrative Assistant - West Cary Medicine, Morrisville, NC - June 2018 to Nov 2018.

Coordinated patient scheduling and check-in, managing an average of 50 appointments per day, ensuring that patient records were up to date, and responding to inquiries and concerns in a timely and professional manner.

Managed the reception area, including greeting patients, answering and directing phone calls, and responding to inquiries, resulting in a 90% satisfaction rating from patients and visitors.

Maintained and updated patient records and documentation, ensuring that all information was accurate, confidential, and in compliance with HIPAA regulations, with an average accuracy rate of 98%.

Assisted medical staff with administrative tasks, including ordering and stocking supplies, processing invoices, and scheduling appointments and meetings, resulting in improved efficiency and productivity.

Supported the billing department by managing insurance claims and billing processes, ensuring timely and accurate submission of claims and payments, and responding to patient inquiries and concerns regarding billing and insurance, resulting in improved cash flow and reduced billing errors.

Sales Associate in Fine Jewellery – Macy’s Southpoint, Durham, NC – October 2017 to June 2018.

Provided customers outstanding support by understanding their needs, recommending the right products, services and resolved customer issues as they arose.

Maintained and updated jewellery records, and organized inventory reports of the department.

Managed administrative work through filing, inventory count, customer follow up, store closing/opening procedures and familiarizing myself with Fine Jewellery and company policies.

Owner/Manager - Shivam Indian Spices, Morrisville, NC – March 2013 to Sep 2017.

Oversaw daily operations of the grocery store, managing a team of 20 employees, including hiring, training, and performance management, resulting in a positive and productive work environment.

Developed and implemented strategic plans to improve sales and profitability, analysing sales data and market trends, setting sales targets, and adjusting inventory levels and pricing accordingly, resulting in a 20% increase in revenue in the first year.

Managed inventory levels, ordering and stocking products as necessary, minimizing waste, and ensuring that shelves were well-stocked and organized, resulting in improved customer satisfaction and increased sales.

Maintained a safe and clean store environment, including managing security systems, enforcing safety protocols, and implementing cleaning and maintenance schedules, resulting in a clean and welcoming store environment for customers and employees.

Built and maintained relationships with suppliers and vendors, negotiating pricing and terms, managing delivery schedules, and ensuring that products met quality standards, resulting in improved supplier relationships, lower costs, and increased product availability.

CMA - Cary Medical Clinic, Cary, NC – May 2012 to Feb 2013.

Assisted in patient intake and check-in process, including verifying insurance coverage, collecting and updating patient information, and responding to inquiries, resulting in improved patient satisfaction and accuracy of medical records.

Managed appointment scheduling and calendar management, coordinating with medical staff and patients to ensure efficient scheduling and minimal disruptions to patient care, resulting in improved appointment adherence and reduced wait times.

Processed medical billing and insurance claims, ensuring that all claims were accurate and timely, and communicating with insurance companies and patients to resolve any issues or discrepancies, resulting in improved cash flow and reduced billing errors.

Maintained medical records and documentation, ensuring that all information was up to date, accurate, and confidential, and in compliance with HIPAA regulations, resulting in improved patient care and efficient communication among medical staff.

CMA - Timbers Commons Family Practice, Garner, NC – Nov 2011 to May 2012.

Assisted in patient intake and check-in process, including verifying insurance coverage, collecting and updating patient information, and responding to inquiries, resulting in improved patient satisfaction and accuracy of medical records.

Managed appointment scheduling and calendar management, coordinating with medical staff and patients to ensure efficient scheduling and minimal disruptions to patient care, resulting in improved appointment adherence and reduced wait times.

Performed clinical duties, including taking vital signs, administering medications, preparing and maintaining exam rooms, and assisting with procedures, resulting in improved patient care and satisfaction.

Conducted diagnostic tests, including phlebotomy, EKG, and other tests as ordered by the physician, ensuring accurate test results and appropriate follow-up care for patients.

Maintained medical records and documentation, ensuring that all information was up to date, accurate, and confidential, and in compliance with HIPAA regulations, resulting in improved patient care and efficient communication among medical staff.

CMA - Duke Pre-operative Screening Clinic, Durham, NC - 03/2011- 03/2011

Provided clinical support to medical staff by assisting with tasks such as obtaining vital signs, venepuncture, EKG, and collecting and preparing lab specimens, resulting in efficient patient care and satisfaction.

Greeted an average of 15-20 patients per 7-hour shift, ensuring a warm and welcoming environment for patients and their families.

Adhered to OSHA standards by disposing of contaminated supplies properly, ensuring a safe and sterile environment for patients and staff.

Maintained inventory of medical supplies and equipment, stocked exam rooms and supply closets, and ordered supplies as needed, ensuring a well-equipped and efficient work environment for medical staff.

Education:

Diploma in Medical Assisting program 2010, Wake Technical Community College, Raleigh, NC.

Computer Skills:

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Experience with accounting software (QuickBooks, etc.)

EMR System Used: Reli Med, Med Ware, Practice Fusion, Thera nest, and IAD.

Ability to troubleshoot basic technical issues with computers and other office equipment

Communication Skills:

Excellent verbal and written communication skills

Strong interpersonal skills, able to work well with people at all levels

Ability to handle difficult conversations and conflict resolution

Active listening skills, able to understand and respond appropriately to others

Vaishali Kharva

Cary, NC 27519

ad4e58@r.postjobfree.com

919-***-****

Contact this candidate