Customer Service Administrative Assistant

ANTOINETTE HENRY

**** **** ******* ****, #**, Katy, TX 77493 469-***-**** ***********@*****.***

PROFESSIONAL PROFILE

Well-rounded and customer service focused professional with healthcare and management experience. Accustomed to serving as first point of contact with the public. Able to provide administrative support and communicate with hospital personnel. Possess strong leadership skills with an ability to build trust and loyalty within the team dynamic.

Effectively communicate with all members of the organization to ensure fluid operations.

Proactively seek to understand client needs and provide high standards of customer service.

Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.

Electronic Health Records – EPIC Cloud-Based EHR, Athena EHR, Meditech EHR, Medisoft EHR, and Greenway EHR.

Video Communication Platforms – Zoom, Skype, MS Teams, and Google Meet.

Microsoft Office Applications – Typing Speed: 55 WPM with 10–key skills.

KEY QUALIFICATIONS

Medical Administrative Assistant Medical Terminology Medical Transcription

Patient Processing Patient Registration Medical Records Management

Check In Check Out Data Entry Release of Information HIPAA Compliance Medical Laws & Ethics

CMS 1500 Claim Form Billing Cycle Claims Appeal Process Medical Billing Knowledge Third Party Billing

Medicare Medicaid HMO PPO Insurance Verification Basic Coding Skills for ICD–10 & CPT Anatomy & Physiology

EDUCATION

Ultimate Medical Academy

Associate of Science Degree / Health Sciences – Medical Administrative Assistant, 2024

Diploma – Medical Administrative Assistant, 2015

WORK EXPERIENCE

Healthcare Outsourcing Network – Katy, TX 05/2021 – Present

Client Liaison

Exhibit high level customer service and provide efficient insurance follow up.

Verify insurance coverage, appeal claims, and collect on insurance claims for multiple hospitals.

Communicate with the client and relay information to higher management.

Document interactions with high attention to detail.

Place outbound calls, set up payment arrangements, and offer financial assistance.

Impact Fulfillment Services – Wilmer, TX 08/2019 – 05/2021

Quality Auditor

Checked for damaged items and documented information.

Made sure store displays were built correctly.

Inspected expiration dates for medications.

Packed items to be shipped and succeeded in a deadline-driven environment.

Maintained a clean work environment, efficient workspace, and proficient work processes while completing tasks as a productive team member.

Workers Compensation Claims Recovery Group (WCCRG) – Addison, TX 07/2018 – 08/2019

Team Lead / Insurance Verification Specialist

Trained new hires, followed up on accounts with outstanding balance, and completed coaching and quality monitoring of calls.

Collected on missing payments, documented interactions, and updated and entered information into the Medisoft EHR.

Worked in environment where accuracy and accountability were essential and dealt with confidential data.

Envision Eye care– Lancaster, TX 12/2015 – 06/2018

Office Manager / Ophthalmic Technician

Processed billing functions, hired and trained employees, created work schedules, and processed payroll.

Answered incoming phone calls, fielded inquiries, and provided information.

Assisted with opening new locations.

Prescreened patients, verified insurance, scheduled and rescheduled appointments, and operated office machines.

KMart – New Iberia, LA 12/2014 –12/2015

Shoe Department Lead Manager

Led organizational efforts to increase profitability by providing consistently superior customer service and promoting cooperation and collaboration among team members.

Oversaw store operation, cash receipts, merchandising, layout, product inventory, and record keeping.

Hired, supervised, and trained personnel, enforced company policies and procedures, and developed effective employee relationships to ensure quality customer service.

Played central role in increasing department sales by 93%, earning recognition as leader among peers.

The Children’s Place – Lafayette, LA 08/2014 – 12/2014

Lead Manager

Directed, supervised and coordinated actions for all employees, while ensuring company store goals, cost and customer quality services were enforced.

Implemented proper customer service training and team leadership to enhance company’s performance.

Processed transactions, accepted payments, ensured accuracy of cash drawer, and kept work area clean and organized.

Worked as part of team and led by example to ensure quality customer service and a positive atmosphere.

Full Time Parent –Iberia Parish, LA 06/2013 – 08/2014

Homemaker

Provided encouragement, support, and access to activities that enable the development of skills.

Developed, managed, and maintained a budget effectively.

Coordinated and facilitated medical care, meals, and educational and social activities.

Wal–Mart – Houston, TX 09/2012 – 06/2013

ICS Manager

Surpassed organizational expectations, by completing more than 800 daily picks.

Worked closely with peers and personnel, developing and implementing effective procedures that increased profitability and efficiency.

Led company efforts to ensure optimal customer service standards.

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