Customer Service Front Desk
Resume:
Jennifer Schwienebart
ad5n84@r.postjobfree.com
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.
SKILLS:
Office Administration
● Scheduling
● Phone Etiquette
● Computer Operation
● Front Desk
● Typing
● Customer Service
● Cash Register
● SharePoint
● Billing
● Records
● Insurance Verification
EXPERIENCE
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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