Support Specialist Customer

Margie DErrico

Riverside, CA 951-***-**** ************@*****.*** [URL]

Professional Summary

Dedicated and diligent Customer Support Specialist II with 15+ years of experience in delivering healthcare and exceptional support and care to patients and families. Expertise in navigating complex medical systems and providing accurate information regarding treatments, services, and billing. Well-versed in enhancing patient experiences by addressing inquiries, resolving concerns, and ensuring clear communication.

Work Experience

WebPT INC Phoenix, AZ

Customer Support Specialist II August 2016 – Present

●Provide expert support for billing and EMR software by addressing approximately [x]+ member inquiries per day through inbound calls, ensuring seamless user experience and satisfaction

●Maintain high levels of member satisfaction by delivering personalized assistance and guaranteeing smooth user experience with billing and EMR systems, boosting satisfaction scores by [x]%

●Escalate and solve persistent software issues by collaborating with [x] technical teams, resulting in long-term solutions and minimal disruption to member operations

●Troubleshoot and resolve technical issues, effectively identifying and eliminating barriers preventing members from completing essential tasks, contributing to [x] reduction in downtime

Arthritis Center of Riverside Riverside, CA

Medical Assistant June 2014 – August 2016

●Conducted patient intake by efficiently gathering medical history, current medications, and reason for visit, leading to accuracy and completeness for physician review

●Kept [x] patients calm by remaining courteous while recording vital signs including blood pressure, heart rate, and temperature, contributing to timely and precise clinical assessments

●Served as incredible medical scribe by meticulously documenting physician-patient encounters in real-time, ensuring accurate and thorough medical records

●Collected and processed patient balances at point of care, successfully handling financial transactions with attention to detail and patient confidentiality

Physicians Trust Irvine, CA

EClinicalWorks Trainer June 2009 – October 2013

●Traveled extensively across multiple states to undergo in-depth training on EClinicalWorks software, gaining advanced expertise to effectively implement and optimize system

●Provided training on workflow processes for front and back-office operations, billing procedures, and clinical practices, ensuring seamless integration of EClinicalWorks into daily operations

●Educated and guided [x] providers and [x] staff on accurately capturing MIPS data, significantly enhancing accuracy of reporting and improving incentive eligibility

Skills

Customer Service, Medical Terminology, Regulatory Compliance, Data Entry, Training & Development, Crisis Management, Insurance & Billing, Appointment Scheduling, Information Management

Education

60+ credit hours in Bachelor of Science in General Studies Norco College

Certifications

Certificate in Mental Health Aid 2024 Institution Name Expiration Date (if applicable)

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