Vanessa McBreen

**** **** **. *** **** Portland, TX 78374 Phone No. 360-***-**** ad4z3k@r.postjobfree.com

SUMMARY

Motivated and resourceful, professional with a reputation for quality, proficiency, and reliability in service-oriented positions, seeking to use medical education and practical experience in healthcare industry and customer service positions.

PROFICIENCIES

Greenway; Artiva; Momentum; MS Excel; MS Word; MS PowerPoint; Outlook; WebEx; MS Teams; MS 365; Typing Speed: 55 WPM; Zoom; Payment Systems; Phone Systems; Transferring calls and proper hold times and phone etiquette.

PROFESSIONAL SKILLS

Dependable; Trustworthy; Time management; Quick and Willing to learn new things; Organized; Self-disciplined; Empathetic; Good Listener and Problem Solver

CERTIFICATIONS

CPR and AED Certified 2/2024

SKILLS

Insurance Verification & Reimbursement Processing, Medicare / Medicaid Government Payers, Third Party Payers Medical Billing, Medical Office Patient Registration, Medical Practice Management Systems, HIPAA Compliance, Introduction to CPT & ICD-9 Coding, Medical Terminology, Medical Records Management, Billing Specialist; Data inventory (organizing, recording, storing, or saving information); scheduling, EHR/EMR Systems; Deciphering EOB’s and UBO4; Artiva; Microsoft Office; Telephony; Using multiple software and monitors at once; Customer Service

EDUCATION

Southern Career Institute 4/23-4/24

Recent graduate with honors from the Medical Assisting Program.

Ultimate Medical Academy 10/2016-2/2018

Associate of Science in Health Sciences - Medical Office and Billing Specialist. Fully accredited, accelerated program providing instruction in medical administrative procedures such as appointment scheduling, revenue cycle management, reimbursement methodologies, insurance claims management and electronic medical records (EMR) systems. Program content includes billing and collections process implementation, industry regulations, laws and ethics and bookkeeping to ensure medical office compliance. Research, professional writing, critical thinking and communications skills are emphasized throughout the program.

EXPERIENCE

Parallon/Hca Healthcare- Customer Service Specialist 6/23-3/24

Remote Customer Service Specialist handling inbound/outbound healthcare calls involving Patient account for all HCA facilities in the US. Our main goal was resolving account balances with each patient by following collection processes and HIPPA guidelines. Ensuring each patient's inquiries are accurately answered, and amounts owed reflect insurance patient responsibly. Also adding and verifying all insurances when needed, such as Heath, Workers Comp., Medicaid, Medicare, and Auto for proper reimbursement and claim submission. Ability to read EOB and UBO4’s to explain costs of services. Set up payment arrangements, provide settlement options, and financial assistance when applicable. Take payments by credit card and check by phone. Properly be able to navigate several systems at a time while typing information and listening carefully to each patient. Submit E-requests for claim re-submission and or submission and other information to other departments for insurance follow up. Maintain a professional attitude and approach to all patients. Successfully meet ACW requirements and pass quality checks.

Teleperformance – Apple – Remote RCC Sales Specialist 6/22-4/23

Remote RCC Sales Specialist position taking inbound calls from Apple Customers. Just as there are sales associates in Apple stores, I served as customer service behind the scenes to help save employees and customers time in the store. I was the first point of contact to ask about all Apple products we sold. My job was to help the customer decide which phone, computer or tablet fit their needs, and then place the sale. Or if the customer knew what they wanted, help schedule a pickup appointment and then place the purchase or set up a saved bag where they could place the purchase through an email I sent them. I also helped customers with just general questions, scheduling in-store appointments and checking inventory. I would escalate calls to other departments that were out of my scope of care with permission of management and de-escalate calls as much as possible on my own. My workday consisted of making “5-minute friends” earn their trust and assure each customer I was knowledgeable of all the products. I had to be extra patient dealing with customers from other countries that could be harder to communicate with; empathetic and genuinely care for all types of people dealing with all walks of life and help every customer to my utmost ability.

Teleperformance - Kaiser Permanente – Remote Healthcare Customer Service Representative 2/22-5/22

Remote position taking inbound calls from Kaiser Permanente members and providers. Answering inquiries pertaining to their health plan, how to find a provider, what’s covered and what needs prior authorization, escalating calls that have to do with sales or termination of coverage and pharmacy questions that weren’t in my scope of call flow. Provide password resets and promote Kp.org so members can navigate and find their own information. Help members navigate the website. Be emphatic to callers who are having a hard time using their health insurance or upset about claims they feel they don’t owe. Also making sure to document each interaction and handle calls in a efficient manner. Always followed HIPPA Compliance Guidelines. Would have continued with Kaiser but their account closed with Teleperformance.

Harte Hanks-Remote Customer Service Representative 11/21-1/22

Taking inbound calls for the Virginia employment commission. Verify claimants when they call for security purposes, help them find out issues on their claim, answer questions about their claim whether it’s a payment issue, fraud issue, or appeals questions. Helping claimants understand why they aren’t getting payment if they aren’t yet receiving it. Transfer calls to tier 2 agents if documents need sent out or claims issues need resolved we cannot solve. Be very emphatic as most claimants have been waiting a long time for their money and are not happy. Take notes of the call and select disposition code.

BroadPath Healthcare Solutions - Remote Customer Service Representative (Temporary position) 11/20-2/21

Answer phone calls from Ambetter Healthcare Members and help with whatever the members needs were. Document each interaction from beginning to end to ensure all members needs were met. Look up benefits and co-pays and explain what the members payments are and how much deductibles were; look up medication pricing; took payments by phone for monthly premium and help set up on auto pay; walk members through how to set up portal on Ambetter website so they can navigate it themselves; help find a primary or specialist dr.; Always follow HIPPA Compliance Guidelines.

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