Customer Service Client Experience

Sarita Mitchell

Address:**** ********* **. #**, *** Vegas NV 89119

Email *************@*****.***

Phone Number 501-***-****

ADVANCE MEDICAL SUPPORT ASSISTANT

CAREER GOAL/OBJECTIVE

ADVANCED MEDICAL SUPPORT ASSISTANT

.

QUALIFICATIONS

●Customer Care Service

●Extensive Veteran experience

●Inclusive of problem solving

●Ability to navigate multi system to serve callers

●Community Care Eligibility

●Medical Appointment Schedule

Consultation, RTC, In and Out patient

TECHNICAL SKILLS

●VistA Scheduling tool, CPRS, CTM, VVC

●Outlook Webex Zoom, Cisco,

●Website system

●Microsoft software. Excel, Teams

●Consult Toolbox

●CPT HCPCS

●ICD-10 Codes CM PCS

●HMO/PPO POS

EMPLOYMENT HISTORY

2022 - Present

Advance Medical Support Assistant (AMSA)/Consultation Team (BAS)

Serve as an Advanced Medical Support Assistant (AMSA) for Business Administration Services (BAS) in VA Southern Nevada Healthcare System in Las Vegas, Nevada. Uses advanced interpersonal skills in order to effectively understand a patient's needs, assess possible courses of action and take appropriate measures to ensure patient satisfaction.

I determine the nature of the call and assist with communicating needs regarding appointments, medication refills/renewals.

I Prioritize calls and make decisions on caller needs verbally, electronically, and emails

I utilize computer technology to ensure continuity of care through accurate patient information.

I manage clinic cancellations and maintenance of profiles.

I perform receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients by collaborating with MD’s, PS’s, RN’s, AMSA’s and agencies

I maintain appointment schedules for multiple outpatient clinics.

I manage the electronic waitlist.

I Verify and update demographics and insurance information.

I perform basic eligibility by working with enrollment department

I enter no-shows, cancellations, RTC’s, appointments and forwarding to Community Care information.

●Utilizing numerous advanced patient systems in support of multiple clinics.

●Maintain efficient suspense system for effective and timely follow-up of each submitted consult

Anthem Blue Cross Blue Shield Las Vegas, NV

Government Business Division: Group Retiree Solution, Employer Group Retiree

2021 - Present

Customer Care Representative I

Provide customer care support to retired former employees of multiple private and public companies, state and federal agencies with their Anthem Medicare Group Retiree plan. The duties are to achieve a high performance level to help members by one call resolutions with many requests pertaining to their Anthem Medicare Group Retiree plan. When receiving the member thru our Compass multiple line phone system, I review the member information in our Compass application using demographic and more verification such as member ID, name and Date of birth etc. Once verified, assist members by the Marx application. The skills and knowledge I possess with Anthem’s and Center of Medicare and Medicaid Service multiple automation softwares, helps to review, retrieve, modify data, and format member’s account there is no problem to support and assist members' requests such as: the provider, plans, locations, benefit packages, claims, late enrollment penalties, deduction, copayment, and invoices. When reaching out to other state and local offices by Outlook, Transfax, Webex, Copier, and USPS, I acknowledge HIPAA and FOIA \policy . I am very knowledgeable with 1500 and UB-04 forms, CPT, ICD-10-CM and HCPCS codes that describe the description of the medical services. I am able to type 40 wpm. The hours worked are entered each day with our Web Clock software system for attendance record.

TTEC Las Vegas, NV

2018 - 2021

Customer Representative Tier II

Campaigns: LaCare Health Coverage, Credit Karma, Bank of America

Provide support to customers and clients thru Avaya multi line telephone system, Outlook, Chat and Zoom software in the Customer Protection Risk Department. I process a variety of operational resolutions to companies and customers. When retrieving customers' data by name, social security number, addresses, and state offices, the dual monitor setup allows me to modify data that occurred with customers’ accounts. These duties consist of: Solving customer’s accounts registration processes. Customers' accounts are maintained and verified with their legal confidential documents authorized and issued by state and government offices. Grammatical accuracy must be maintained to accurately verify customers. These many automotive softwares are customized for TTEC high performance operational solutions. Answer Avaya multi line telephone, Outlook, Zoom and chat from customers to give login instructions.. The account has to be monitored for fraud that may be connected with other agencies and people associated with the account holder in compliance with the unemployment agency policy. I have to familiarize myself with many Articles to transcribe correspondence to insert into a personalized letter to the customers. Answer by solving problems in a timely manner concerning customer accounts. The Customer Service position I hold at TTEC provides resources for customers to pursue a superior credit repair. I must thoroughly review and verify identification to prevent as much fraud and illegal entry into customers’ accounts. While assisting customers their Personal Identification Information, passwords, and emails must be protected. I respond to customers' requests within a limited time frame. Solving up to 100 calls a day with a multi-line avaya phone system. I am able to type 40 words per minute

2019 – 2019 Walmart Las Vegas, NV

Customer Service

Provide professional services in the bakery and deli area of Wal-Mart. These duties consist of; food and supply inventory to maintain customer service. Completed customer orders. Conducted opening and closing procedures to maintain safety and security. I transport over 20 pounds boxes of food stooping, bending, lifting with physical effort is required to prepare fresh food for Walmart customers. Dishes are washed, sanitized and placed in correct storage. All foods are kept at an accurate temperature for freezing, cooking, and serving to customers. Prepare a clean and sanitized work environment for customers and employees. Take inventory to monitor and review product use for daily order reports.

1997 – 2017 Mitchell’s House Cleaning Services Little Rock, AR

Owner/Custodial

Provided professional cleaning services for families near the surrounding areas of Little Rock, Arkansas. These duties consisted of; regular interior house maintenance to provide quality services, deep cleaned, and marketed. I conducted general clerical work to support business standards. The general clerical work consisted of; bookkeeping and accounting, budgeting and expenses, PowerPoint, and Memos to enforce policy and procedures.

2017– 2017 Arkansas Department of Corrections Little Rock, AR

Certified Nursing Assistant

Provided professional Certified Nursing Assistant with Arkansas Department of Corrections. These duties consisted of; assisted RN and LPN with client medical support, administered vital signs to individuals in a controlled environment. Documented patients’ vitals and assessments in Electronic Health Record Software. I maintained the medical chart filing system for inmates' medical at the Infirmary. Documented medications in patient charts in E-Prescribing Software to help monitor and generate medical history reports. Conducted lab and blood draws in a controlled environment. Responsible for patient records to various approved medical and treatment facilities such as; hospitals and clinics. I am able to type 40 wpm

1995 – 1997 Department of Veteran Affairs Little Rock, AR

Ward/Unit Secretary

Responsible for Electronic Health Records Software for the Veterans Affairs Department. These duties consisted of; retrieving, monitoring data, and inputting patients’ health related information in the filing system. Responsible for creating, managing, and consulting with authorized clinics to compile patient health history data to generate summary reports. Authorization to complete Personal Health Records such as; follow – up appointments, prescription, scheduling, and diets. My overall duties were to maintain records and make sure HIPAA and FOIA procedure was being administered for information to be disseminated to approved agencies and individuals. I am able to type 40 wpm

1993 – 1995 Mine Safety and Health Administration Dallas, TX

Mine Safety and Health Assistant (OA)

Responsible for reporting and meeting with the District, Assisting District, and Supervisor in the Mining Inspection Office to review fatality reports, special conference, FOIA report request, special upcoming conferences and citation assessment. The automation software retrieves and generates reports for District meetings. These duties consisted of: Maintained personnel records and human resource employee records. Answer a multi line phone system, answering the request or referring the caller to the right person. Direct visitor to the right person for meeting, conferences. Prepared mileage reports. I helped prepare awards and track awards Conducted audit, review, and approval of inspector audits for accuracy. Prepared DL-101 training form.I distributed incoming and outgoing mail. Transcribe and format the accident report from inspection notation. Transcribe minutes of meeting. Maintained time and attendance, made travel arrangements, provided itinerary, and secure travel and hotel reservation, prepared travel authorizations, and vouchers for 5 field offices. Photocopy, fax, print reports and citations. Conducted training and development for new hires. Conducted state-wide and regional audits. Maintained knowledge of FOIA policy and MSHA regulatory laws. Maintained the complete filing system for inspectors' citations pertaining to sites. I can type 40 wpm. Experienced in federal and state rule interpretation for District Managers, Assistant District Manager, Supervisors, Inspectors, and Secretaries. Compiled research such as data collection and archival reports to maintain FOIA database and Annual Reports for Office of Information and Public Affairs and Mine Safety and Health Headquarters.

EDUCATION

JANUARY Business/AccountinG

Jan 2017 to Dec 2020 UPTC No. Little Rock, AR

FEBRUARY 2017

Certified Nursing Assistant

MEDLINC, INC. Little Rock, AR

NOVEMBER 2016

Certified Medical Assistant – Blended

Heritage College, Little Rock, AR

JUNE 1986

Associates Degree; Secretary Studies/Accounting

Capital City Junior College, Little Rock, AR

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