Customer Service Administrative Support

Deirdre K. McLendon 678-***-****

**** ****** ******, ***********, ** 34901 **********@*****.***

QUALIFICATION SUMMARY

Self-motivated, administrative support professional with excellent written and verbal communication skills and keen eye for detail in strategic planning and implementation. Individual who is detail oriented and committed to completing in a timely manner, possessing the ability to multi-task effectively.

Abilities

Problem analysis, decision-making, and critical thinking skills

Extremely productive in high volume, high stress, environment

Self-starter with a can do attitude; willingness to take on added responsibility

Numerous years of customer service

Professional Experience

Mississippi Department of Employment Security, Hattiesburg, MS 39401

Benefit Program Specialist I, Employment Specialist II & III July 2016 to July 2024

Supervisor: Velvet Pendarvis 601-***-****

Take unemployment claims, conduct non-monetary investigations and determinations at an elevated level of productivity and quality, review claims and prepare responses to employees and claimant inquiries

Provide online support taking UI claims, password reset, work search information

Provide customers information regarding employment benefits and employment services and online support

Interview customers and identify potential eligibility issues

Wesley Medical Center, Hattiesburg, MS 39401

Admissions Coordinator May 2009 to May 2014

Supervisor: Fara Bailey 601-***-****

Create and maintain patient files, including updates to patient demographics and insurance eligibility

Ensure verification of insurance benefits and requests for pre-certification of medical services for billing

Interpret insurance benefits details to calculate estimation of charges

Maintain journals and handle accounts receivables

Address patients billing problems

Prepare required correspondence for medical necessity checks and insurance billing

The Emory Clinic, Decatur, GA 30030

Financial Authorization Specialist December 2004 to May 2006

Supervisor: Shamra Cooper 404-***-****(Human Resources)

Function as liaison between insurance carriers and physician’s offices to resolve precertification, referrals and case related services prior to scheduled appointment

Maintain a professional approach in dealing with confidential, complex medical information and financial issues

Problem-solving skills while working with physicians, claims processors, medical billers and patients

Ensure all patients have been financially cleared for scheduled services resulting in 25% increased payments of claim submission to improve cash flow

Awarded Recognition Certificate for Meeting Productivity and Quality Assurance

Alere (Formerly Matria Healthcare, Inc.), Marietta, GA 30067

Verification Specialist April 1996 to October 2004

Supervisor: Jessica Taylor 770-***-****

Function as single point of contact for Patient Service Centers to maintain precertification and verification of health insurance as it relates to copays, deductibles, stop loss, out of pocket expenses and coordination of benefits for high risk obstetrical/maternity services

Oversee the quality and productivity of work within assign regions to ensure quality assurance of verification results

Pursue all avenues obtaining authorization with case managers; along with negotiating pricing for services

Train and oriented new employees; maintain two hour turnaround time; zero missing referrals and customer service complaints

Awarded Recognition Certificate for achieving Zero Missing Referral and Customer Service Complaints

Education

Alcorn State University, Lorman, MS 39096 Health Science Admin/BS Degree/May 1983

Central Michigan University, Mount Pleasant, MI 48859 Health Service Admin/Master’s Degree/July 1991

American Academy of Professional Coders/National Medical Coding Institute Certificate of Completion/December 1999

References References are available upon request

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