Customer Service Representative

Fariha Shanta Hasan, MS

**** ********** *****, ******, ** 95630

916-***-****

*********@*****.***

Professional Summary

Customer Service representative with more than 11 years of experience in performing administrative and clinical tasks at an outpatient primary care clinic and a telecommunications company. Looking to apply my background to fulfill the needs as a customer service representative or administration role.

Education

·Diploma in Medical Assisting from MTI College, Sacramento, CA 2017.

·Master’s in Accounting from Eden Mohila College, Dhaka, Bangladesh 2004.

·Bachelor’s in accounting from Eden Mohila College, Dhaka, Bangladesh 2001.

Professional Experience

Sutter Health

Medical Assistant, Shared Staff (Float), Roseville, CA

November 2020 – January 2024

1.Scheduling Appointments: Coordinating patient appointments, managing the calendar for healthcare providers, and handling rescheduling or cancellations.

2.Patient Check-In/Check-Out: Welcoming patients, verifying their information, collecting co-payments, and processing insurance details.

3.Medical Records Management: Maintaining and organizing patient records, ensuring confidentiality, and updating records with new information or changes.

4.Insurance Verification: Checking patient insurance eligibility, processing claims, and handling authorizations for procedures or medications.

5.Correspondence: Handling phone calls, emails, communications with patients, healthcare providers, and insurance companies.

6.Data Entry: Inputting patient information, test results, and other data into electronic health record (EHR) systems or databases.

7.Filing and Documentation: Organizing and filing patient charts, medical documents, and other important paperwork.

8.Office Supply Management: Ordering and maintaining inventory of office and medical supplies, ensuring that the office is well-stocked and organized.

9.Handling Referrals: Coordinating patient referrals to specialists or other healthcare providers, including scheduling and communicating with external offices.

10.Patient Education: Providing patients with information about their treatments, medications, and general health maintenance.

11.Compliance and Reporting: Ensuring that all administrative practices comply with healthcare regulations and preparing reports for internal use or regulatory agencies.

12.Facility Management: Overseeing the maintenance of the office environment, including managing any necessary repairs or upgrades.

13.EMR Tool : Proficient in working with EPIC. Gained 3+ years of experience in EPIC in my day-to-day work.

These tasks help ensure that the medical office runs efficiently and that patient care is delivered smoothly and effectively.

·Experience in working with multiple departments Family and Internal Medicine, OBGYN, Urology, Orthopedic, Rheumatology, Pediatric, ENT, Dermatology & Gastrologic.

·Well exposed in monitoring vital signs for 20 to 25 patients per day.

·Performs throat cultures, urinalysis, EKG, ear lavage and bandaging.

·Perform in examine patient’s audiometry and vision.

·Experience in immunization for pediatrics and adults.

·Strong experience in performing patient’s PPD.

·Perform diagnosis for bladder ultrasound for urology department.

·Hands of experience in setting up trays for PAP, IUD and others.

·Records and updates patient’s symptoms, medical histories and current medications according to HIPPA.

·Prepare room for patient’s examination.

·Assists providers with patient examination.

·Respond to emails, phone calls and update patient records (In Basket).

·Performed various administrative tasks such as filing, reporting and answering questions.

Wellspace Health, Folsom CA

Medical Assistant

February 2018 – Dec 2019

·Takes and monitors vital signs for 25 to 30 patients per day.

·Performs throat cultures, urinalysis, EKG, ear lavage and bandaging.

·Administers medications including injections more than 15 times per day.

·Records, manages and updates data in patient’s medical history in accordance with HIPPA regulations.

·Document’s symptoms, medical histories, and current medications.

·Reminder calls to patients for the following day and prepare medical records for the doctor, imaging results, blood test result and emergency room records.

·Front desk patient assistance, check patient’s insurance, answering phone and follow up referral.

·Cleans, sterilizes, and checks instruments daily.

·Assists clinicians with patient examination.

·Proficient in submitting prior authorization request.

·Manages physician appointment books, rearranging physician’s schedules, vacations, meetings and shift changes when necessary.

·Prepares treatment rooms and patients for examination.

·Train and mentor new employees and other team members.

·Anticipates patient's needs and takes proactive steps to meet those needs.

·Actively participates in departmental professional development activities.

·Proficient in working with NexGen

Nivano Health, Folsom CA

Medical Assistant

January 2018 – February 2018

·Takes and monitors vital signs for 18 to 20 patients per day.

·Records and updates patient’s symptoms and history in patient’s medical record according to HIPPA.

·Manages workflow when rooming patient efficiently.

·Assists in preparing patients for examinations or procedures.

·Obtains patient’s inquiries, telephone calls and responds to them in timely manner.

·Administers medications and performs throat cultures, urinalysis, EKG, ear lavage and bandaging.

·Prepares treatment rooms and patients for examination.

·Assures a clean, orderly, and functional work environment.

·Communicates effectively and professionally with physicians and staff to ensure patient safety.

Externship

Nivano Health Medical Assistant Extern 160 Hours.

Family Practice Experience

December 2016 – January 2017

Robi Axiata Ltd, Dhaka, Bangladesh

Customer service associate

March 2005 – October 2010

·Manages and handles customers and provides solutions based on customer needs.

·Activates phone connections.

·Manages company sales target and develop processes through document analysis.

·Maintains and updates patient records.

·Follow up calls to ensure customer satisfaction.

·Resolved technical issues over the phone while maintaining strict customer service scripts and adhering to policies.

Additional Skills

·Quadrangular: English, Bengali, Hindi and Urdu.

·EMR Tools: EPIC, NextGen

·Knowledge of ICD-10-1CM and HIPPA.

·Medical terminology knowledge.

·Ability to work effectively in a team.

·Ability to work in high pressure working environment.

·Excellent communication, analytical and documentation skills.

Contact this candidate