Medical Records Customer Service
Resume:
Astra Peterson Pero
Picayune, MS *****
*************@*****.***
Customer Service/ Medical records specialist with years of experience in managing and maintaining medical records. implemented a risk/priority system for expedited email and chat requests, resulting in a 65% decrease in complaints from requestors. Strong leadership skills and the ability to adapt to changing environments. Attention to detail.
Committed to providing proficient and reliable services to support healthcare professionals and improve patient care.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Medical Records Specialist
VERISMA SYSTEMS, INC-Phoenix, AZ
June 2022 to July 2024
• Process expedited requests for medical records, audits, and billing.
• Process medical ROI requests in a timely and efficient manner.
• Process requests utilizing Verisma software applications.
• Support the resolution of HIPAA-related release issues.
• Organize records and documents to complete the ROI process.
• Provide exemplary customer service in person, on the phone, via chat and via email, depending on location requirements.
• Utilize reference material provided by Verisma to ensure compliance and confidentiality is always maintained.
CSR II
VERISMA SYSTEMS, INC-Phoenix, AZ
August 2021 to June 2022
• Support customer service calls for multiple lines of business Proficient in the use of Department resources (CS Notebook, Protocols, VRM, etc.) Receive inbound email or chat inquiries from requester clients regarding patient medical records (Avg. 10-12 per hour)
Manage customer concerns and questions regarding the status of requests, invoice/fee issues, request remediation, etc.
Actively document chat/email details in VRM and RingCentral during call handling to ensure timely resolution (ACW >40 seconds)
Respond to all chats/emails in a professional manner consistent with identified standards and metrics
(QA Score of >93)
Manage request queues for client support made via chat, voicemail and/or email (20 per hour) Ability to data enter request
Maintain positive relationships with customers and ROI requestors (attorneys, insurance companies, state disability
offices, record copy services, peer organizations, doctor’s offices, patients, and others) Maintain strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as customer- specific requirements
Consistently achieve a “Working Rate” of >85%
Ensure that queued calls are answered timely (Call refusal average of >1 per day) Line Cook/Prep Cook
Matty Gs Steakburgers-Phoenix, AZ
October 2020 to August 2021
Prep cook for steakhouse
Cashier/Customer Service
Jamba Juice-Phoenix, AZ
December 2019 to October 2020
Cashier/crew at a smoothie shop
Medical Records/ ROI Specialist
St. Luke's Rehabilitation Institute-Phoenix, AZ
February 2018 to January 2020
Collaborate with IT department to ensure the smooth operation of the document storage and retrieval system, and troubleshoot any issues that may arise. Develop and implement strategies to improve the efficiency and accuracy of medical records retrieval and storage processes.
Ensure compliance with all regulatory requirements pertaining to document storage and retrieval, including HIPAA guidelines.
Ensure that all medical, billing records are properly coded and classified according to hospital and industry standards.
Medical Records Specialist
Southwest Behavioral Health Services-Phoenix, AZ
February 2015 to March 2019
Process medical records for recovery-based services in a secure environment for consumers in varying levels of crisis. Takes leadership role in operating unit in manager's absense. Responsible for contributing to and creating a recovery based environment. Ensures documents are complete for medical service plan. Caseworker
AHCCCS - Arizona Health Care Cost Containment System-Phoenix, AZ August 2018 to February 2019
• Maintain a caseload of 70 clients
• Investigate customer grievances and other non-compliance issues.
• Collaborate with clinical team to create best care plan for the patient.
• Inspect data to detect areas for improvement and report on results of quality activities
• Assist patient with adls, transport patients as needed, and take actions in accordance with these needs to ensure competent care for the patient.
Records File Clerk
All About People-Phoenix, AZ
March 2016 to December 2018
Provide excellent customer service to clients and others by following company standards of care Completed coding and classification of documents for State of Arizona Adult Protective Services. Maintained an accurate spreadsheet of patient information for timely service to the patients and their care team.
Behavioral Health Technician
Southwest Behavioral Health Services-Phoenix, AZ
March 2016 to May 2018
Crisis Recovery unit 1&2
conducts assessments, assists members with resources within the community, and provides coordination of care inside and outside of the agency.
Employment Specialist
Warehouse, VALLEYLIFE-Phoenix, AZ
February 2015 to September 2016
• Accurately document client progress, milestones and goals including barriers to success to maximize community immersion and job retention
• Ensure state and federal of Department of Labor regulations contain time study standards and the required documentation •
Assists in the facilitation of employment opportunities for individuals and contract opportunities for the organization
Develop and maintain relationships with local employers to identify potential job opportunities for clients Collaborate with warehouse managers to identify job opportunities for clients with VALLEY-LIFE Case Manager
Terros Health-Phoenix, AZ
January 2010 to June 2012
Managed caseload of 30 clients. Completed assessments monthly. Assisted clients with adls, transportation to appointments, medication management. Conducted groups weekly. Completed home visits.
Education
Certification in Medical Billing & Coding
Phoenix College - Phoenix, AZ
January 2023 to Present
Certificate in Medication Technician
Beacon College - Remote
June 2023 to June 2023
Associate's degree in Medical lab technology
Carrington College - Phoenix, AZ
August 2018 to February 2020
Certification in Practical Nursing
Apollo College - Phoenix, AZ
August 2007 to July 2008
High school diploma in General Studies
C.E. Byrd High School - Shreveport, LA
September 1992 to January 1996
Skills
• Proficient Management & leadership skills: Planning & execution Written communication Call center customer service Food safety Work style: Conscientiousness
Work style: Reliability Risk management
Relationship building Process improvement
Research and analysis
LINKS
• Customer service
• EMR systems
• Medical billing
• Auditing
• Data entry
• Writing skills
• English
• Computer skills
• Communication skills
• Medical terminology
• Microsoft Excel
• Microsoft Office
• Health information management
• Microsoft Word
• Medical office experience
• Epic
• Microsoft Powerpoint
• Windows
• Records management
• Microsoft Outlook
• ICD-10
• EHR systems
• Driving
• Microsoft Access
• HIPAA
• Administrative experience
• Medical records
• Clerical experience
• Document management systems
• Hospital experience
• Information management
• Typing
• Delivery driver experience
• Mobile devices
• Payroll
• Conflict management
• Time management
• Call center
• eClinicalWorks
• Social listening
• AWS
• SharePoint
• Presentation skills
• Adobe Acrobat
• Research
• Computer networking
• Quality assurance
• Proofreading
• Data collection
• Microsoft Project
• Training & development
• Healthcare management
• Classroom experience
• Human resources
• Child protective services
• Experience working with students
• Supervising experience
• Nursing
• Pediatrics
• Special education
• Cash handling
• Childcare
• Cooking
• Preschool experience
• Office experience
• Law office
• Organizational skills
• Insurance verification
• Athenahealth
• Workers' compensation law
• Workers' compensation
• Analysis skills
• Cash register
• Kitchen experience
• Recreational therapy
• Serving
• Live chat
• Leadership
• Grocery store
• ICD-9
• Hospitality
• Basic math
• Behavioral Health
• Customer service
Links
http://www.linkedin.com/in/astra-peterson-pero-378b651b Certifications and Licenses
Medical Billing Certification
Certified Medication Technician
Level 1 Fingerprint clearance card
March 2022 to December 2026
First Aid Certification
July 2023 to July 2025
Driver's License
March 2022 to March 2039
BLS Certification
RHIT
Non-CDL Class C
Medical Billing Certification
CPR Certification
AED Certification
LPN
Licensed Psychiatric Technician
Professional In Human Resources
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