Customer Service Representative

Michelle Smaw

*** **** ****** ******* **** 480-***-**** ************@*****.***

PROFESSIONAL PROFILE

Customer service oriented professional with 8+ years of healthcare industry experience. Provides medical records assistance and support. Possesses skills necessary to communicate solutions and provide guidance and problem-solving assistance.

Academic Honors: Ultimate Medical Academy Honor Roll.

Certifications: First Aid, CPR, Claims and Customer Service Representative.

Team player who performs at high levels of productivity in fast-paced environments without missing a deadline.

Critical thinking and active listening skills necessary to interpret, analyze, and apply information.

Strong written and verbal communication skills.

Bilingual: Fluent in English and Arabic.

Microsoft Office Suite / MS Excel, MS Word, MS PowerPoint; Typing Speed: 55 WPM.

KEY QUALIFICATIONS

Medical Records Health Records Management Document Scanning HIPAA Compliance Medical Terminology

Release of Information (ROI) Health Information Technology Computer Office Applications Data Collection Claims

Insurance Verification Operate Electronic Health Records Software Data Entry Security Medical Billing and Coding

EDUCATION AND PROFESSIONAL DEVELOPMENT

Ultimate Medical Academy Associate of Science Degree / Health Sciences - Healthcare Technology and Systems, 2020

Rio Salado Community College - Tempe AZ Addictions Counseling Program

Rio Salado Community College - Tempe AZ Addictions and Substance Use Disorders Program

South Mountain Community College - Phoenix, AZ Behavioral Health Specialist Program

Peter G Young Substance Dependency Treatment Centers - Albany NY Certified Alcoholism Counselor Program

RELEVANT PROFESSIONAL EXPERIENCE

Beacon Health Options, Inc. – Albany NY 10/2017 - 02/2019

Medical Claim Specialist / Customer Service Representative - Call Center (Remote)

Identified adjudicated claims through provider Network and provided supportive customer service.

Educated medical and mental health providers on how to correctly process Explanations of Benefits (EOBs) and claims.

Instructed providers on electronic claim processing and answered 50 to 100 calls per day.

Department of Economic Security - Mesa, AZ 09/2014 - 07/2018

Eligibility Interviewer III / Customer Service Representative - Call Center

Trained staff on interview flow, maintained control of incoming calls, and provided one-stop resolution.

Determined eligibility for assistance programs, abided by state and federal regulations, and provided customer service.

Maintained interview flow, educated customers on programs, and answered incoming calls.

Worked with programs such as Nutrition Assistance, Cash Assistance, and Medicaid Assistance programs.

Diamond Healthcare Inc. / The Farley Center at Williamsburg Place - Richmond, VA 07/2012 - 10/2013

Unit Technician

Conducted patient intake and screenings and completed medical assessments.

Admitted new clients to Detoxification Unit and used EHR and HIM systems.

Monitored physical functions and reported any concerns to doctor and nurses.

Access Aids Care, Inc. - Norfolk, VA 10/2010 - 05/2012

Early Intervention Specialist

Provided community outreach in high-risk areas and provided tools, education, and testing to clients.

Gave assessments, provided grief education and referrals, and set up community outreach events.

Networked referrals, completed client intake, worked with medical staff, and facilitated group activities.

Worked with chemical dependency, methadone, and parole facilities, along with shelters and clinics.

VOLUNTEER EXPERIENCE

Salvation Army - Phoenix, AZ 01/2010 - 01/2018

Funding Specialist

Virtually coordinated face to face meetings to speak with representatives of World Organizations, discussing core values of the Salvation Army’s Family Homeless Shelter program. Provided fiscal information and reports to organizations and requested continual funding from organizations.

Virtually, researched new funding sources from new organizations and provided presentations to companies about Salvation Army.

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