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Customer Service Front Desk

Des Moines, IA
May 13, 2024

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Jennifer Schwienebart


SUMMARY: A self-motivated professional who can generate new ideas and develop effective solutions by analyzing problems and information. Continuously open-minded, proactive, respectful, and accountable. Uniquely effective in building and maintaining professional relationships.


Office Administration

● Scheduling

● Phone Etiquette

● Computer Operation

● Front Desk

● Typing

● Customer Service

● Cash Register

● SharePoint

● Billing

● Records

● Insurance Verification


Palmer Group/The Iowa Clinic: January 2024 to May 2024 Contract Patient Account Representative

● Performed duties related to outstanding patient balances via incoming and outbound phone calls, emails, and live chats.

● Maintained thorough understanding of customer service, medical billing processes and medical terminology

● Monitored account collection queues and followed through on new and pending tasks

● Processed credit card payments received from patients that have called in to the customer service line or received via mail

● Answered and documented patient phone calls and inquiries from a multi-line phone system, live chat, and email

● Made outbound calls to collect payments on past due accounts

● Provided outstanding customer service to patients and resolved their concerns, which could include refiling of insurance claims, transferring payments to other charges/databases, and sending itemized statements

● Arranged financial agreements to assist with patient balances

● Maintained awareness of applicable laws and/or regulations affecting area of responsibility and made recommendations for changes to ensure compliance

● Actively pursued inconsistencies and/or inaccuracies in coding and/or billing and appropriately brought them to the attention of the leadership team

● Maintained confidentiality of all corporate, patient, and financial information

● Maintained awareness of workload of co-workers and offered assistance as appropriate UCS Healthcare: West Des Moines, IA January 2022 to May 2023 Patient Services Trainer UCS Healthcare January 2023 to May 2023

● Provided in-person and telephone training to Patient Services staff members

● Assisted in new hire training including training new hires on insurance benefits

● Verified insurance through multiple insurance portals

● Communicated with other teams within UCS to ensure processes were followed and executed correctly

● Coached and provided positive and constructive feedback to team members

● Tracked progress for the team on processes we trained on

● Assisted in creating and maintaining current and new workflows

● Identified training needs for current and new staff

● Completed and filed training notes

● Covered the front desk when help was needed

● Completed Relias and other online trainings when needed

● Attended staff meetings and met with supervisors regularly

● Handled confidential work

● Attended training for NetSmart

Intake Specialist/Coordinator January 2022 to January 2023

● Performed intakes, collected picture ID and insurance card from potential clients

● Verified insurance for services using WayStar or other insurance portals

● Verified if the client was a returning client and look for back balances they may have owed before being able to provide care

● Built new clients into CareLogic system and updated returning client information in the system

● Explained our consents to clients before asking them to sign

● Educated clients about possible grant assistance if needed

● Answered calls on the intake line and provided information about intake and assessments

● Completed intake over the phone

● Placed clients on the assessment schedule for an assessment for substance abuse

● Scheduled appointments for clients needing a mental health assessment

● Communicated with clinical staff for upcoming assessments

● Managed the front desk/MAT clinic lobby

● Greeted clients and communicated with nurses to let them know their patient had arrived

● Answered the telephone

● Verified patient information to access their account

● Scheduled and canceled appointments

● Processed payment for back balances or copays

● Helped with monthly eligibility (insurance) batches

● Verified that payment amounts were correct and updated the spreadsheet with the correct payment that was expected

Methodist Hospital: Des Moines, IA June 2021 to December 2021 Patient Care Technician/Nursing Assistant

● Communicated which patients were on my roster and provided a report to the next PCT shift

● Took notes on the daily needs of my patients and made rounds every 4 hours

● Took vitals and checked blood sugar at specific times and charted them into the patient record

● Communicated with nurses about patient needs and if the patient's vitals were concerning

● Adjusted patients in their beds when needed

● Assisted with restroom, nutritional, and bathing needs

● Stocked patient rooms with supplies that were needed for their stay

● Assisted with physical therapy when needed

● Emptied catheters and colostomy bags and charted the contents

● Provided post-mortem care

LifeServe Blood Center March 2021 to June 2021

Donor Services Representative II

● Screened donors prior to donation via review of pre-appointment questionnaire and review of responses with the donor to verify accuracy and detect potential obstacles to donation

● Checked donor vital signs including blood pressure, pulse, temperature, hemoglobin, height, and weight

● Completed donor check-in, scheduled appointments, and entered client information into a database

● Verified accuracy of donor personal information

● Performed standard phlebotomy procedures including inspecting and marking the phlebotomy site, accurate labeling of collection bags and tubes, sterilizing using chloro-prep, and administering stick

● Monitored donor during the donation process and educated on aftercare of donation site Southeast Polk Community School District: Runnells, IA October 2017 to March 2021 Teacher Aide

● Assisted students with day-to-day classroom tasks and provided behavioral guidance and coaching

● Observed and recorded student behavior and activities on appropriate Medicaid forms for insurance and billing purposes

● Maintained HIPAA, Mandatory Reporter, and CPI certifications Orchard Place Child Guidance Center: Des Moines, IA January 2017 to October 2017 Insurance and Intake Specialist

● Processed client intakes into the center and collected pertinent information

● Verified insurance benefits

● Collaborated directly with insurance companies to obtain prior authorizations for certain insurance benefits

● Worked with clients to schedule appointments

● Filed client paperwork and maintain client chart

● Submitted correspondence to the Department of Human Services and insurance companies

● Corresponded with client therapists to provide feedback regarding clients

● Processed payments for copay or coinsurance

Iowa Ortho: Des Moines, IA August 2016 to December 2016 Patient Experience Specialist

● Provided direct assistance to incoming patients regarding appointment details, insurance queries, and financial matters

● Verified patient insurance eligibility and collected copays and payments

● Scheduled appointments,

● Maintained electronic client profiles, filed documents, and submitted work batches into completed files

● Filed all paperwork into patient charts electronically

● Faxed/scanned work batches into completed files and filed them into the corresponding file cabinet AmeriHealth Caritas (Temporary Position): Des Moines, IA April 2016 to August 2016 Utilization Manager

● Field incoming calls and process prior authorizations

● Verified insurance benefits for DME

● Verified CPT codes for coverage

● Transferred inpatient prior authorizations to desk nurses

● Built peer-to-peer cases for in-house doctors

● Trained new employees on Java

● Indexed and filed correspondence into appropriate client chart Ankeny Community School District: Ankeny, IA August 2013 to April 2016 Teacher Aide

● Assisted students with day-to-day classroom tasks and provided behavioral guidance and coaching

● Observed and recorded student behavior and activities on appropriate Medicaid forms for insurance and billing purposes

● Maintained HIPAA, Mandatory Reporter, and CPI certifications EDUCATION:

Hamilton College: Urbandale, IA October 2004

Associate of Applied Science in Medical Assistant

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