Call Center Rep
Resume:
Dainese Davis
********@*****.***
EDUCATION
Kingsborough Community College Brooklyn, NY
Liberal Arts:2011-2013
Brooklyn Studio Secondary School Brooklyn,NY
High school Diploma-2011
PROFESSIONAL EXPERIENCE
Employer:Physical Medicine & Rehabilitation
Position:PSR III,AA,OR scheduler,WCP Specialist,Trainer,Super user,Call Center Rep March 2023 – Present Rochester, NY
• Taking lead responsibilities during departmental short staffing
• Assisted administration in interviewing/ hiring/shadowing/Training
• Training staff/ new management on departmental workflows and job duties
• Reviewing and fixing schedules for accuracy/ errors
• Updating workflows and job duties / implementing new workflows and job duties
• Scheduling/Creating OR cases for Brockport for Spinal Injections
• Scheduling/Creating OR cases for Intracept Procedures at URMC Orthopaedics & physical Performance center and closely working with Relevant staff for authorizations and submitting to portal
• Sending prep to patients prior to injection appointments
• Works as office IT for computer/Printer issues or not understanding how to navigate certain programs
• Sending anticoagulation letter to appropriate provider for hold
• Communicates accuracy to staff and manager. Works closely with the Access Center leadership team to investigate root causes of scheduling errors and improve workflows as needed. Continuously evaluates workflows for improvement opportunities.
•Enters patient data, patient condition and patientcare given into electronic medical record system
• Contact patients for appointments such as Follow ups/ New Patient visit/ New workers comp visit/ Trigger Point Injections/Electromyography/Visco and Cortisone Injections for the knee/RFAs
• Worked closely with providers with day to day tasks regarding patient care
• Process/send via intramail paperwork for assigned providers due to moving locations
• Knowledgeable with Workers Compensation submissions for approvals and paperwork
• Request medical records
• Knowledgeable with CPT, ICD-10 and MTG codes for workers comp portal to get medication, imaging or treatment approved for patients
• Obtains prior authorizations for medications via covermymeds for non workers comp patients
• Starts process for med refills and Physical therapy referrals and routes to Provider to sign off on
• Processing incoming/outgoing faxes
• Process and Monitor pools/voicemails/cold calls
• Set up peer to peer for Providers, working on appeals with Providers and Prior auth team during short staffing
• Office party planner for Holidays/Birthdays
• Responsible for working Cancellation List/Bump List/ Wait list/No show letters
•Ensures work queue and responsibilities are handledwithin established guidelines and timeframes
• Creating/updating training manuals for new hires
• Adding additional slots to Providers schedule for last minute Urgent appointments
• Responsible for setting up Depositions with Law offices
• Responsible for Qgenda requests fr Provider vacation, adding clinic, removing clinic, Freezing schedule
• Responsible for putting Providers days off on Department shared Calendar on outlook
• update patient medical records
• input patient information/paperwork into the database
• Initiate problem-solving and conflict resolution skills to foster effective work relationships with peers
• Setting up medical transportation for patients upcoming appointments Employer:GFDI
Position:Patient Finance Advocate,AA, OR scheduler,Trainer,Billing Specialist,Call center Rep,Insurance
& Dental Treatment Marketing Salesperson,Checkout Person,Carecredit Sales Rep/Treatment Coordinator
June 2021 – March 2022 Rochester, NY
• Liaison between patient and physician
• Knowledgeable in Dentrix, Care Credit, and Curve
• Trained new employees on departmental workflows
• Reviewed/Fixed schedule for accuracy/ errors
• Contact patients for appointments as needed
• Provided assistance for flexible financial options for patients
• Making sure patients right are met
• Marketing Private Dental office plans
• Creating Detailed breakdown treatment plans including ICD-10 codes and CPT codes for patients
• Obtaining prior insurance authorization for diagnostic tests (i.e., PET Scans and Medical Imaging). As well as surgical procedures.
• Shadowing provider during dental surgeries
• Maintain hipaa confidentiality in matters relating to patient and family interact with patients and families with variety of developmental and social backgrounds
• Reaching out to patients insurance to get breakdown of coverage
• Reaching out to patients via phone or mail for outstanding bills and to collect payments
• update patient medical records
• input patient information/paperwork into the database
• Setting up medical transportation for patients upcoming appointments
• Promoting Offers and Promotions for treatment/Office Giveaways
•During exams I provided treatment information, comfortand care to the patient by explaining next steps, systems and their status. I Assured that supplies and equipment are readily available to ensure smooth operations and patient safety. Gives patient provider’s pre-printed treatment breakdown plan for discharge if they wanted time to think it over and not make a decision right away
• Compassionate attitude in order to give emotional support and help the patients quality of life Employer:East Avenue Dentistry
Position:Front Desk/Check out, Call Center Rep, Patient Finance Advocate/AA/OR scheduler/Insurance Marketing Salesperson/Billing Specialist/Carecredit Sales Rep November 2020 - June 2021 Rochester, NY
• Checking in/out patients
•Contacting patients to schedule appointments such as dental procedures, new patient visits, follow ups, cleanings and treatment financial plan breakdowns
•Preparing patients charts and assisting in paper work/ transfers of care
•Creating daily schedules for staff and providers.
•Working with insurance company to confirm authorization for patients/ insurance coverage
•Opening and closing office
•Training staff
• Giving guests tours of the office
• Compassionate attitude in order to give emotional support and help the patients quality of life
•Processing payments and handling billing duties such as insurance breakdowns, past due balances, knowledgeable of dental ICD-10 and CPT codes for upcoming appointments and treatments, sending pre-auths to insurance companies, sending out billing statements to patients, sending patients to collections, collecting payments in person over phone or by mail
• Processing office checks to office account
• Processing cash draw, patient checks and credit card payments at end of day
• Routing/ Responding to incoming cold calls
• Updating workflow processes
• Cleaning the office kitchen/break room
• update patient medical records
• input patient information/paperwork into the database
• Setting up medical transportation for patients upcoming appointments
• Maintain hipaa confidentiality in matters relating to patient and family interact with patients and families with variety of developmental and social backgrounds Employer:URMC Gastroenterology & Hepatology
Position:Referral Coordinator Rep III, AA,OR scheduler/Call Center/OR Prep Management July 2019 – March 2020 Rochester, NY
• Scheduling OR procedure cases for Strong Hospital, Sawgrass Surgery Center, and Highland Hospital
•Obtaining prior authorization from insurance companies prior to scheduling
• knowledgeable of GI icd-10 codes and cpt codes for treatment for pre-auths and billing purposes
• sending out procedure prep to patients
• Training staff
• Taking on extra work load while short staffing
• Responsible for working Cancellation list/ Waitlist
•Enters patient data, patient condition and patientcare given into electronic medical record system
• Monitor pools/ voicemails
• Sending anticoagulation letter to appropriate provider for hold
• Updating workflows
• Calling to confirm/cancel upcoming appointments
• Have staff shadow me to see daily responsibilities
•Ensures work queue and responsibilities are handledwithin established guidelines and timeframes
• Trained staff on workflow/ job duties
• Coordinated multiple provider schedules
• update patient medical records
• input patient information/paperwork into the database
• Entering and analyzing referral data
• setting up medical transportation for patients appointments
• Maintain hipaa confidentiality in matters relating to patient and family interact with patients and families with variety of developmental and social backgrounds Employer:URMC Wilmot Cancer Center
Position:OAS III, Call Center, AA, Front Desk/Checkout, Treatment Coordinator, Trainer January 2017 – June 2019 Rochester, NY
• Check in/out patients for their radiation treatment or follow ups
•Schedule Radiation treatment/Imaging/Follow ups/New patient visits
• Obtain auth for radiation treatment and imaging
• Process paperwork being dropped off and obtaining complete release of information for completion`
• Have staff shadow me to see daily responsibilities
• Trained staff on workflow/ job duties
• Coordinated multiple provider schedules during short staffing
• Coordinating coverage for front desk/back desk/short staffing
• Maintaining and updating appointment scheduling resources
• Monitoring and ordering supplies
• Knowledgeable with CPT, ICD-10 codes for cancer patients going through radiation treatment/ in recession
• update patient medical records
•Ensures work queue and responsibilities are handledwithin established guidelines and timeframes
• input patient information/paperwork into the database
•Enters patient data, patient condition and patientcare given into electronic medical record system
• Compassionate attitude in order to give emotional support and help the patients quality of life
• Setting up medical transportation for patients upcoming appointments
• Maintain hipaa confidentiality in matters relating to patient and family interact with patients and families with variety of developmental and social backgrounds
• Understand insurance guidelines
Employer:East Coast Orthotic & Prosthetic Corp
Position:Front Desk/Scheduler/Billing/Call Center/Trainer October 2015 – November 2016 Deer Park, NY
•Handled front office reception and greeted guests
• Answering and routing phone calls to appropriate staff
• Walking patients back to appointment room
• Coordinated mail flow in and out of the office
• Filing documents and creating invoices
• Requesting Medical records
• Scanning documents in Medforce
• Monitoring and ordering supplies
• update patient medical records
• input patient information/paperwork into the database
• Maintain hipaa
• Checking insurance benefits
• confidentiality in matters relating to patient and family interact with patients and families with variety of developmental and social backgrounds
Employer:Allcare Medical/ Landauer Medstar
Position:Billing Specialist, AA,/Customer Service/Medical supply Ordering Rep/Call Center Rep April 2013 – September 2015 Plainview, NY
•Completed data entry for medical documents
•Knowledgeable on medical terminology to complete documentation
•Communicated with hospitals and medical facilities to complete medical documentation for patients
•Managing patient billing / delivery for medical equipment
• Being knowledgeable in ICD-10 and CPT codes for home medical supplies such as rollators, commodes, shower chairs, shower grab bars, walkers, hospital beds, canes, crutches, cpap machines (mainly dme supplies)
• Communicated with patients to verify supply order, verify insurance
• update patient medical records
• input patient information/paperwork into the database
• Creating/Sending Invoices
• Maintain hipaa confidentiality in matters relating to patient and family interact with patients and families with variety of developmental and social backgrounds
• Audit and submit claims
SKILLS
•Administrative Duties •Organizational Skills •Medical Terminology •Clear Communication •Ability to Multitask • Leadership • Epic • Dentrix • ICD-10 Codes • CPT Codes • MTG codes • Workers Comp • Covermymeds • Relievent • Intracept • Training • Short staff • Zoom • Zoom training • Remote training • Medical Records • Billing • Finances • Dental Marketing • Care Credit • Insurance Breakdowns • Evicore • UHC • Humana • Cigna • Aetna • Emblem health • Express scripts • Anthem • UMR • Ameritas • Guardian • Delta Dental • Metlife • Fidelis • Slack • Spreadsheet software • Citrix workspace • Outlook • Curve Dental Cloud • Practiceworks • Dentrix Ascend • eClinicalWorks • Allscripts • Powershare • CareCloud • WebPT • Google sheets • PracticeSuite • CareTracker • AdvancedMD • Microsoft Powerpoint • Microsoft OneNote • Skype • Sharepoint• OneDrive • Qgenda • Shadow Provider during dental surgery • Shadow Radiation Therapist for Radiation treatment• Customer Service • Troubleshooting • Quick learner • Call center • Relationship building • Time management • Medical/Dental Terminology • Adaptability • Computer Literacy • Accounting and Bookkeeping • Data Entry • Conflict management • Digital skills • Organizational skills
• Detail oriented • Work Ethic • Flexibility • Decision making • Delegation • Motivational • Punctuality
• Team player • Tactfulness • Goal-oriented • Sales ORGANIZATIONS:PM&R- Diversity, Inclusion, Culture & (DICE) Board, University of Rochester References:Upon Request
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