Medical Records Customer Service
Resume:
Dana Exler
Pittsburgh, PA *****
***********@*****.***
Results-driven medical records retrieval specialist with 30 years of experience in customer service, medical records management, and administrative roles. Proficient in Microsoft Office and Athenahealth, with expertise in data entry, medical terminology, and ICD-9 billing and coding. Possess a Master's degree in Psychology, an PhD in Theology, Ordained Non Denominational Minister, Spiritual Counselor as well as an Associates in Medical Assisting and Certified CPR. Work Experience
Medical Record Retrieval Specialist
Insight Service Group, ISG-Pittsburgh, PA
June 2023 to Present
1. Process and handle the retrieval of medical records and other records for clients such as lawyers, law firm, and Other organizations.
2. Extensive use with Microsoft teams, Microsoft office products, SharePoint management, Microsoft outlook and Other applications (Athena )
• Maintained a high level of accuracy and attention to detail when handling sensitive patient information.
• Managed multiple requests simultaneously, prioritizing based on urgency and importance
• Implemented quality control
• Communicated effectively with clients, providing updates on the status of their requested medical records
• Resolved any issues or discrepancies related to missing or incomplete medical records through proactive investigation.
• Ensured compliance with all relevant regulations, including HIPAA, while retrieving medical records Identified opportunities for efficiency
• Tracked turnaround times for record retrieval requests, consistently meeting or exceeding established deadlines,
• Collaborated with cross-functional teams to streamline processes between departments involved in record retrieval
• Maintained accurate documentation of all activities related to each request for audit purposes
• Efficiently retrieved medical records from various healthcare facilities and providers for insurance claims.
HostessTraining Superviser
Eat N Park Hospitality Group-Pittsburgh, PA
January 2016 to March 2020
• Welcomed and escorted patrons to their tables/Trained employees thoroughly regarding their new role.
• Developed and implemented comprehensive training programs for new hires, resulting in a XX% reduction in onboarding time
• Led a team of trainers to deliver engaging and interactive training sessions to employees at all levels
• Designed and delivered virtual training modules to accommodate remote workforce, increasing accessibility and participation
• Conducted needs assessments to identify skill gaps within the organization, leading to the development of targeted training initiatives
• Evaluated the effectiveness of training programs through surveys, feedback sessions, and performance metrics analysis Implemented a learning management system (LMS) In Home Nursing Aide
Delta T Group-Pittsburgh, PA
January 2015 to December 2016
· In home nursing home duties.
· Ordered medical supplies that either delivered or went to pick up.
· Assisted doctors with minor procedures as well as performing vitals, venipuncture, and medication injections.
· Performed duties involving changing of tubes and administered all medicines need for the patient. Medical Assistant
WPAHS-Medical Center Clinic-Pittsburgh, PA
January 2004 to December 2007
· Registered patients & assisted with insurance information. Corresponded with insurance company to coordinate patient care.
· Entered patient information along with health history into computer system as well as paper chart.
· Assisted doctors with minor procedures as well as performing vitals, venipuncture, and medication injections.
· Performed duties involving ICD-9 billing and coding Customer Call Center Representative
Lenders Service Corporation-Pittsburgh, PA
January 1995 to December 2000
• Entered and recorded Mortgages with the company as well as with the county courthouse.
• Corresponded with appraisers and abstractors and entered the information into the computer system.
• Performed customer service duties such as speaking with customers and assisting with closing procedures.
• Performed data entry filing of all related mortgage documents.
• Handled a high volume of inbound customer calls, averaging 50 calls per day
• Provided exceptional customer service by addressing and resolving customer inquiries, complaints, and issues in a timely and professional manner
• Achieved an average call resolution rate, exceeding departmental targets
• Utilized CRM software to accurately document customer interactions, ensuring comprehensive records for future reference
• Assisted customers with product information, pricing details, order status updates, and account inquiries
• Effectively upsold products and services to customers based on their needs and preferences, resulting in an increase in sales revenue.
• Collaborated with cross-functional teams including sales, technical support, and billing departments to resolve complex customer issues
• Received multiple commendations from supervisors for maintaining a high level of professionalism during challenging customer interactions
• Consistently met or exceeded individual performance metrics including average handle time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT)
• Participated in ongoing training sessions to stay updated on product knowledge as well as new policies and procedures
• Contributed ideas for process improvements that resulted in increased efficiency within the call center operations
• Assisted team members by sharing best practices for handling difficult customers or situations effectively
• Identified opportunities for additional training needs among team members based on common challenges faced during calls
• Managed escalated calls from dissatisfied customers with empathy while finding appropriate solutions to retain their business
• Recognized as the top-performing representative for three consecutive quarters based on key performance indicators such as AHT, FCR, CSAT
• Implemented a new call routing system that reduced wait times by XX% resulting in improved overall customer satisfaction levels
Customer Call Center Representative
Sheetz Corporation-Altoona, PA
January 1996 to December 1997
· Entered inventory orders into the computer system utilizing Microsoft excel for creating spreadsheets.
· Provided customer service to clients, vendors, customers through the call center,
· Used Microsoft office to keep accurate records and entering them into the computer.
· Inputted all accounts receivable as well as all accounts payable into the accounting program. Customer Call Center Representative/assistant in Mortgage Department National Real Estate-Pittsburgh, PA
January 1992 to December 1996
· Entered and recorded Mortgages with the company as well as with the county courthouse.
· Corresponded with appraisers and abstractors and entered the information into the computer system.
· Performed customer service duties such as speaking with customers and assisting with closing procedures.
· Performed data entry filing of all related mortgage documents.
• Provided expert advice and guidance to clients on mortgage options, rates, and terms
• Analyzed financial information and credit reports to determine client eligibility for various mortgage programs
• Built strong relationships with clients, real estate agents, and lenders to facilitate smooth loan transactions
• Managed a portfolio of XX clients, ensuring timely communication and follow-up throughout the loan process
• Assisted clients in completing loan applications accurately and efficiently
• Collaborated with underwriters to address any potential issues or concerns during the loan approval process
• Evaluated client income, assets, debts, and expenses to assess their ability to qualify for a mortgage Education
Master's degree in Psychology
Argosy University-Washington DC
January 2008 to June 2011
Associates in Medical Assistant
ICM School of Business - Pittsburgh, PA
August 2005 to June 2007
Bachelor's degree in Graphic Design
La Roche College - Pittsburgh, PA
August 1992 to June 1996
Skills
• Experience with Athena Health, CIOX, MOR, Customer Service, Microsoft Office (Word, Excel, PowerPoint & Adobe), Data EntryPowerPoint, Typing 50 WPM, Data Entry, Team Player that will always help others.Medical terminology, knowledge of insurance claims, ICD-9 billing and coding,medical terminology, knowledge of medical insurance/ transcription, Drug andalcohol rehabilitation education, understanding of a clinical therapy setting,medication and dosage/ understanding of medication uses.Certified Drug and Alcohol rehabilitation (10+ years)
• Medical terminology
• Typing
• Customer service
• Vital signs
• Order entry (10+ years)
• Cash handling
• Accounting
• Athenahealth
• Medical Records
• Portfolio Management
• Learning Technology
• Experience Administering Injections
• Medical Billing
• Employee Orientation
• ICD-10
• Insurance Verification
• Instructional Design
• Clerical Experience
• HIPAA
• Records Management
• Office Management
• Quality Assurance
• Adobe Captivate
• Credit Analysis
• Microsoft SharePoint
• Medical Scheduling
• Medical Office Experience
Certifications and Licenses
CPR Certification
Certified Medical Assistant
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