Medical Records Customer Service

Pamela R. Dixon

Dallas, Texas /214-***-****/ *************@*****.***

WORK EXPERIENCE

Liberty Mutual Insurance Company, Remote Customer Service Representative May 2022-April 2024

Provided policy holders with inquiries about policy terms and conditions.

Completed Rate reviews to advise of potential savings.

Facilitated adding and removing vehicles to the Liberty Mutual Insurance

Facilitated cancelling polices per state guidelines.

Processed payments and made billing adjustments to the CBS billing system.

Recorded detailed notes in reference to policy holder interactions.

Ranstadt, Dallas. TX – Customer Experience Associate

July 2021 to Oct 2021

Assisted Providers with information regarding prior authorizations.

Assisted members and providers with filing appeals and grievances.

Assisted with providing information regarding claim status and eligibility.

InGenesis, Dallas, TX – Medical Records Technician

March 2021 to May 2021

Contracted for a 3-month government run project.

Prepared, updated, and maintained all medical records, ensuring accuracy of information.

Tracked compliance with scheduled patient appointments.

Determined coding for relevant medical record forms from appropriate references.

Routed incomplete medical documents to the provider for correction and clinical reports to the appropriate clinical staff.

Requested pertinent medical information to place in the medical record.

Retrieved and sent required or requested medical records to appropriate providers.

Filed and scanned reports in appropriate sections of electronic medical records

Maintained an important level of proficiency and ease using the UAC Medical Records Portal

Bridgework Partners, Dallas, TX – Call Center Agent

July 2019-March 2020

Contracted to work for the Federal Reserve Bank of Dallas

Managed Federal Benefits recipient direct deposit and debit cards enrollments for the U. S. Treasury

Communicated with customers via telephone using a web-based application.

Army Airforce Exchange, Dallas, TX – Customer Contact Tech

July 2017-November 2018

Provided customer service to millions of Military personnel by posting payments as well as providing account information pertaining to their Military Star account.

Assisted with order placing via the shopmyexchange.com online ordering system.

Collaborated with customers to investigate lost shipments, damaged shipment, gather documentation to file timely logistic claims against shipping carrier.

Wageworks, Irving, TX – Customer Service Representative

October 2016-March 2017

Assisted customers with resolving issues with billing and eligibility for COBRA insurance.

Assisted with filing claims for FSA, HSA, and HRA

Typed detailed notes concerning first call resolution.

Tower’s Watson One Exchange, Richardson, TX – Customer Service Representative July 20152015-February 2016

Set up profile information for potential clients.

Assisted customers with resolving Health Reimbursement Accounts.

Provided customers with help seeking solutions with their Medicare Plans

Explained benefits of Medicare Plans

Texas Department Family Protective Services, Dallas, TX – Administrative Assistant

May 2005- January 2014

Managed Rainbow Room by providing support to 350 + caseworkers of Texas Department of Protective Family Services

Managed check request and allocation of bus passes to caseworkers for their clients and kept detailed records of all outgoing and incoming check request via Excel.

Managed daily inventory of the items provided to clients via QuickBooks.

EDUCATION

Asher College, Dallas, TX – Medical Records Specialist Certificate Program – January 2020

Certified Electronic Health Records Specialist (CEHRS), 3/4/2020

Completed 32 college credits, Social Work

Passed the General Lines Life, Accident and Health exam, July 2015

Licensed Personal Lines Property and Casualty Agent May 2022

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