Customer Service Medical Receptionist
Resume:
Theresa L. Benson
Glenolden, PA 19036
E-mail: **************@*******.***
Professional Experience:
Prospect Health Access Network-Chester, PA
March, 2022 to Present
Position: Medical Receptionist (Prior Authorization Specialist)
Compile and confirm all necessary information needed to ensure optimal reimbursement for outpatient procedure(s) for all Gastroenterology doctors at three In and/or Out-Of-Network Hospitals
Submit all verified information along with correct procedure and diagnostic codes, physician information, facility information, clincals and date(s) of service to insurance company for approval
Provide approval and documentation whenever necessary for all parties to access whenever needed
GigNow a Division of EY (Ernst & Young)-WFH
June, 2021 to January, 2022
Position: Customer Service Representative
Handled incoming calls
Returned calls if volume was high
Responded to email inquiries
Conducted brief but detailed interviews of client’s applicants or new hires to determine potential eligibility to participate in various incentives
Provided telephone support on several matters as needed
BroadPath Healthcare Solutions-WFH
May, 2020 to May, 2021
Position: Patient Care Advocate
Handling patient requests, inquiries, and concerns along with processing patient claims for their prescription program.
Making sure patient account information is up to date and keeping patient up to date on their account information.
Asurion-WFH
August, 2019 to May, 2020
Position: Customer Care Representative
Responsible for handling customer service requests, primarily inbound telephone calls, in a prompt, courteous, and efficient manner; ensuring that the needs of the customer are met, service is rendered and the customer is kept appraised of the status of their request.
Handled and processed claims, able to troubleshoot customer service calls (Mobility and/or Retail).
Demonstrated up-selling techniques (where applicable) to promote additional services/products.
Communicated company policies and procedures to customers.
Met key performance indicator goals; received feedback/coaching from the management team including trainers, quality analysts etc.
Utilized call center technology to input, track, and report customer issues.
Navigated company software programs, use web based search engines and troubleshoot customer issues.
Escalated calls outside their scope to appropriate tier of Customer Service support function.
Performed select overrides (manual enrollment date holds, airtime, loss date, purchase date remove based on updated responsibilities)
Followed directives from Call Center Management (Coaches, Managers, etc.).
Maintained excellent relations with all internal and external customers of Asurion.
Interacted and assisted with other Customer Service Representatives on the team and various support functions, QA, Customer Satisfaction, Tech Support, etc.
Other duties as assigned.
Dish Network-WFH
November, 2018 to June, 2019
Position: Tech Agent CS Operations
Tech Specialist with satellite media equipment and in home electronics including programming. Troubleshooting and fix issues for customers using probing questions and knowledge while keeping customers happy. Maintain outstanding customer service skills. Use electronic tools to make adjustments to equipment. Requires independent thinking to make immediate decisions on high priced expenses while on the phone with customers. Work with customers to suggest product upgrades and retain customers according to loyalty. Work with other departments to increase profitability and process improvement. Must meet goals and performance metrics.
The Adecco Group-Brunswick, GA
August, 2018 to November, 2018
Position: Customer Service Agent
Service customers’ needs such as processed refunds, reshipped orders, verified status of orders, processed return labels, refunded fees and whatever necessary to appease the customer and made sure all needs were met via chat
Processed incoming calls ensuring a one call resolution by placing orders, verified shipping information, processed return labels, refunde fees and whatever necessary to appease the customer and made sure all needs were met.
Folkston Rehabilitation Nursing Home
June, 2018 to August, 2018 (Part Time)
Position: Laundry/Light Housekeeping Associate
Collected, washed, dried, folded and delivered residents’ clothes, linens and towels
Cleaned residents’ rooms and bathrooms daily, dusted and adjusted as needed.
Dialysis Clinics, Inc. (DCI)-Jacksonville, FL
November, 2017 to May, 2018
Position: Patient Care Technician
Supported and worked with Clinical Supervisor, Technical Supervisor, Assistant Clinical Supervisor, Charge Nurse and Registered Nurses in commitment to good nursing care of patients with End Stage Renal Disease.
Maintained professional working relationship with patients and delivered pleasant, tactful and supportive attitude and impartial treatment for all patients, observing patient rights at all times.
Meticulously documented patient information and data in record, in accordance with established policies and procedures.
Determined patient care priorities and organized work load efficiently and effectively.
Verbalized and understood terminology related to dialysis and the dialysis patient.
Delivered prescribed dialysis treatment according to physician orders and nursing assessment.
Obtained and recorded patient vital signs and machine readings according to facility policies.
Sets up and tore down the dialysis blood system.
Monitored and assessed patients during the course of treatment, documented changes in patient condition and other pertinent data and informed charge nurse. Recognized and communicated problems during treatment to charge nurse.
Calculated patient’s weight loss to reach dry weight.
Along with other team members, provided for meeting the emotional needs of the patient and significant others as they were confronted with the psychological impact of chronic hemodialysis. With the primary nurse, encouraged development of realistic attitude and goals through the understanding of renal disease.
Relayed equipment malfunctions to Technological Supervisor and recorded all equipment malfunctions.
Operated and maintained the water treatment system.
Handled inventory.
Performed laboratory work.
Fresenius Medical Care (Dialysis of the Golden Isles)
November, 2016 to August, 2017
Position: Patient Care Technician (PCT)
Assist other health care members in providing patient specific detailed education regarding adequacy measures where appropriate - Online Clearance Monitoring (OLC), Adequacy Monitoring Program (AMP), Urea Kinetic Modeling (UKM), and regarding disease process/access.
Welcomed assigned patients and inquired as to their wellbeing since their last treatment. Report any complaints or observations to the nurse supervisor.
Evaluate vascular access for patency and report any unusual findings to nurse supervisor.
Obtain necessary pre- and post-treatment vital signs and weight. Report unusual findings to nurse supervisor.
Perform vascular access evaluation pre-treatment and report unusual findings to nurse supervisor.
Perform vascular access cannulation and report any difficulties in cannulation or unusual findings to nurse supervisor.
Perform administration of Heparin as delegated or as allowed by state law.
Initiate dialysis treatment according to prescribed orders including blood flow (QB) and dialysate flow (QD).
Evaluate intradialytic problems and provide intervention as prescribed by physician order or as directed.
Monitor patients’ response to dialysis therapy and report any unusual findings to nurse supervisor.
Obtain vital signs prior to reinfusion; perform all relevant functions necessary for the discontinuation of treatment - document.
Discontinue dialysis treatment according to established procedures,
Evaluate patient prior to termination of venous access - standing & sitting blood pressure.
Obtain Hemostasis and apply appropriate dressings.
Evaluate the patient for prior to discharge and report any unusual findings to nurse supervisor.
Perform and record Pre and Post dialysis evaluation, weight and vital signs with initial identification.
Responsible for calculating and entry of individual patients’ dialysis machine programming for Ultrafiltration (UF) goal; treatment time; Sodium (Na) modeling; and UF modeling as prescribed.
Responsible for ensuring appropriate safety alarms are enabled, including Narrow Venous Limits (NVL) 160.
Recorded accurate and timely information regarding vital signs and treatment parameters onto the Hemodialysis Treatment Sheet with initial identification.
Responsible for accurate documentation of information related to patient treatment including completion of Hemodialysis Treatment Sheet and, if applicable, progress notes.
Reported any significant information and/or change in patient condition directly to the nurse supervisor.
Observed patient, and conducted machine safety checks according to facility policy. Reported any change or unusual findings to the nurse supervisor.
Performed and documented any intervention for unusual patient status and document patients' response to intervention.
Evaluated patients’ vascular access during treatment including arterial and venous monitoring pressures, provided appropriate intervention as needed, documented and reported any unusual findings to the nurse supervisor.
Obtained all prescribed laboratory testing and prepare specimens for collection.
Fresenius Medical Care (Dialysis of the Golden Isles)
June, 2015 to November, 2016
Position: Unit Secretary
Prepared and typed routine correspondence, form letters and reports
Answered telephone & routine calls to appropriate person
Greeted visitors and patients as applicable and conducting them to the appropriate location or person as
needed
Set up and maintained filing systems and basic databases as applicable
Completed forms and reports as required by the various company offices and outside vendors and agencies
Recorded the minutes of meetings and providing the resulting documents as necessary
Made copies of correspondence and other printed matter as required by manager
Distributed incoming mail
Maintained calendar and daily schedules
Scheduled appointments & arranging meetings
Maintained inventory of the necessary office
Assisted with various personnel administrative functions as needed
Acted as backup to other clerical personnel in office as needed
Assisted with various projects as assigned by direct supervisor
Desk and personal computer work and interaction with patients, facility staff and physicians
Capital Credit Protection LLC in Jacksonville, FL
February, 2015 to May, 2015
Position: Director of Enrollment
•Incoming calls from customers to enroll into program
•Verified customers' personal information
•Pulled credit reports/scores and conveyed same to customers
•Entered customers' information into 3 different systems
•Created and maintained customer files
•Monitored deadlines to cancel memberships
•Monitored enrollment dates to ensure enrollment within 24-48 hours
•Maintained enrollment logs
•Trained and supervised enrollment team
•Ensured all customers' questions and concerns have been addressed by close of call
Fresenius Medical Care Rx in Franklin, TN
January, 2013 to November, 2014
Position: Patient Service Coordinator
•Chosen by Supervisor to individually begin and assist in development of new Refills Management Project (Pilot Project)
•Developed and maintained effective relationships through effective and timely communication
•Took initiative and action to respond, resolve and follow up regarding customer service issues with all patients in a timely manner
•Responsible for acting as the primary contact between FreseniusRx patients and all FreseniusRx departments and collaborated with department personnel to ensure that all of the patient’s questions and prescription needs are met while providing superior customer service
•Fielded daily inbound calls and made routine outbound calls, assisting patients, physicians, and clinicals staff with understanding of the FreseniusRx processes, benefits of using the pharmacy, as well as addressing any questions or concerns. Consulted Pharmacist for patient counseling and consulted Supervisor regarding any escalated issues of complex questions, when necessary
•Contacted pertinent patients on a routine/monthly basis to confirm current prescriptions, changes in prescriptions, or any additional prescriptions
•Reviewed patient’s medication needs and advised of early/late refills due per prescriptions from physicians
•After verifying insurance, financial obligations and answering any questions, escalated further questions and concerns to appropriate department to ensure resolution
•Educated patients and FMS staff regarding FreseniusRx services and procedures to appropriately set expectations and ensure a positive patient experience
•Updated RxKey patient/customer records with all appropriate and necessary documentation
•Reviewed medication shipment activity and recommends inactivation when indicated
•Ensured prescription validity with patient and much more.
Bimmer-Benz Auto Service in Riverdale, GA
June, 2013 to October, 2013
Position: Office Manager
Greeted customers
Prepared work orders
Received and processed payments
Scheduled service appointments
Light collections
Office inventory
Created and maintained customer files and kept them up to date
Assisted customers in person and via telephone
Law Offices of Michael Bergin in Fairburn, GA
September, 2007 to May, 2012 (Office Closed Down)
Position: Paralegal/Office Manager
Screened potential clients through incoming telephone calls and walk-ins; Scheduled and conducted interviews;
Created and maintained client/office files ensuring accuracy and up to date information;
Drafted legal documents including motions for pleadings, discovery, requests for medical records and court filings;
Typed and proofread correspondence, medical and legal documents;
Interacted with courts, law, insurance and medical personnel;
Researched;
Maintained attorney calendar;
Arranged coordination of meetings;
Client billing;
Processed mail and inventory control.
Independent Contractor – (P/T)
October, 2006 to December, 2011 (Part Time as Available)
Position: Independent Contractor
Handle calls for a variety of products and services from customer service to order processing on behalf of some of the nation’s top companies in the wireless, retail, internet, restaurant, and other industries.
Fulton County Solicitor General in Atlanta, GA
June, 2005 to July, 2006 (Temporary)
Position: Court Support Specialist
Pulled caseload relevant to upcoming court dates and prepared calendars for court;
Generated, processed and distributed subpoenas, Victim/Witness Letters and Arrest Warrants to appropriate parties for upcoming court dates;
Generated required paperwork in courtroom with regard to handling all cases such as Defendants’ Guilty Pleas, dead docketing of cases and more;
Responded to court orders and other relevant documents in the court system;
Processed complex legal matters and/or documents as prescribed by established court guidelines;
Responded to inquiries by telephone and/or in person from attorneys and general public regarding cases;
Continuously reviewed and updated calendars to ensure accuracy;
Interacted with courts, law, insurance and medical personnel;
Interpreted policies and procedures;
Established workloads and prioritized work assignments.
Law Offices of Christopher L. Walker, P.C. in Riverdale, GA
January, 1999 to June, 2005
Position: Office Manager/Paralegal
•Screened potential clients through incoming telephone calls and walk-ins
•Prepared new suits
•Scheduled and conducted interviews
•Created and maintained client/office files ensuring accuracy and up to date information
•Drafted legal documents including motions for pleadings, discovery, requests for medical records and court filings
•Typed and proofread correspondence, medical and legal documents
•Interacted with courts, law, insurance and medical personnel
•Researched
•Maintained attorneys calendar
•Arranged travel and coordinated meetings
•Client billing/collections
•Handled all personal injury cases
•Processed mail and inventory control.
Education: Office Technology:
Shorter University in Riverdale, GA Microsoft Office
August 2010
Bachelor of Science Degree Candidate
Shorter University in Riverdale, GA
May 2008 to August 2010
Associate of Science Degree
PJA Paralegal School in Upper Darby, PA
October 1989 to January 1990
Advanced Paralegal Studies
Paralegal Certificate
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