Service Representative Call Center
Resume:
Boston, MA ****
**********.*****@*****.***
JACQUELINE LAHEY
EXPERIENCE
Conventions-jobs listed
View Boston - Ambassador-2023
Red Hat Convention screener/monitor/scanner-2023
National Education Convention for Charter School greeter/monitor-2024 SalesForce AI introduction National greeter/monitor-2024 Canada Goose- 1st time in Boston Sky Democracy Stock/Set up and sales lead -2024 SASE-Society of Asian Scientists and Engineers-registration/security/monter and screener-2024 Gillette Patriots Place- Children's Charity/ Build a bike Team Building Securitas Security - Current
MassBiologics Mattapan
Security, Cameras, Patrols two UMass Buildings.
Phones
Sherrill House June 2022-March
2024
Fourth Floor Evening Unit Coordinator
● Scheduling and agendas for patients across multiple specialties outsiders/inside of the center
● SeeWorking collaboratively with patients, families, clinical/medical providers, social workers, rehabilitation specialists, nursing, and administrative staff.
● Conferring with staff and others to provide advice, provide problem solving assistance and answer questions about the center and refer inquiries to others as needed
● Identifies and reports errors/potential errors according.
● Retain patient charts per department standards and protocols Boston Clinical Trials February 2021-April 2022
Patient Coordinator/Receptionist
● Communicate with patients, staff and management by using multiple communication tools including RT, phone call handling.
● Makes outbound calls to patients to remind them of their appointments or as a follow up to a visits
● All business administrative duties completed in a timely and accurate manner
● Performed other related duties as assigned including communication with doctors’ offices and hospitals Franciscan Children's Hospital and Rehabilitation July 2020 to February 2021 Patient Service Representative
● Register and verify patients insurances for Dental operations and Out Patient Therapies
● Call families for Prescreening civic questions, New patient Intakes
● Develop and prepaid Prior Authorization and Justifications for all insurances. Communication with Insurance s and verify eligibility and benefits. Constant contact with Primary Care Physicians. Train new personnel.
● Co-payment received
● Follow all procedures and protocols established by Hospital. TUFTS MEDICAL CENTER February 2019 to March 2020
Administrative Assistant/Call Center Representative
● Communicated with staff, management and various companies including addressing and responding to incoming/outgoing calls and correspondence with the use of Vocera and two-way radio.
● Placed work orders with TMSonline (old) /FacilityFitPro (new)-(process of changing systems for Work Orders) for various shops in Facilities/Maintenance.
● Established flexibility and superb work ethic in enthusiastically taking on special projects in addition to primary office administration responsibilities in both Biomedical Engineering and Facilities/Maintenance BOSTON MEDICAL CENTER May 2016 to November 2018
18 Walter Street #2
Boston, MA 0231
**********.*****@*****.***
JACQUELINE LAHEY
Patient Service Representative
● Communicate with patients, staff and management by using multiple communication tools including Epic, phone call handling telecommunication system (AVAYA ACD), emails, faxes, on-line chats and on-line scheduling.
● Uses a computerized scheduling system to schedule, cancel or reschedule appointments.
● Uses computerized systems to verify and update patient insurance information.
● Utilizes established Practice guidelines to ensure patient issues are addressed in a timely manner and when necessary, transfers the call or sends a message to the appropriate person at the Practice for additional consultation.
● Escalates issues that fall outside of the existing protocols or processes to meet the needs of the patient.
● Makes outbound calls to patients to remind them of their appointments or as a follow up to a visit.
● Provides accurate and detailed information to patients using the various information systems used at BMC. PARTNERS HEALTHCARE SYSTEMS, INC March 2016 to May 2016 Service Analyst 1
● Helpdesk Technician/Responsible for providing support for Epic Application
● All business administrative duties completed in a timely and accurate manner
● Performed other related duties as assigned
MASCO SERVICES CALL CENTER, Boston, MA November 2015 to February 2016 Call Center Representative
● Manage multi-line telephone system to receive messages for forwarding, to multiple businesses, including healthcare and colleges; provide callers with excellent customer service
● Utilize software to enter caller and message information and process them quickly and efficiently OCEAN STATE JOB LOT, Dedham, MA November 2014 to May 2015 Cashier - Seasonal
● Greeted customers and assisted with product selection and locations
● Processed payments and returns using cash register PARKWAY MESSAGING CENTER, Roslindale, MA May 2012 to May 2015 Operator
● Managed multi-line telephone system to receive messages for forwarding, to multiple businesses, including health care and construction industries; provided callers with excellent customer service
● Assumed supervisory capacity to track and resolve messages forwarded in error, and items of concern
● Utilized Startel software to enter caller and message information CARITAS CHRISTI SAINT ELIZABETH'S MEDICAL CENTER, Boston, MA October 2009 to June 2011 Holy Family Hospital Coordinator
● Verified insurance information for patients receiving benefits through Medicare and Medicaid
● Communicated with affiliated hospitals and health centers to ensure accuracy of patient insurance information
● Maintained and respected patient confidentiality when handling sensitive information OFFICE OF DR. WARREN J. BECKER, Brookline, MA March 2005 to March 2009 Medical Assistant
● Greeted patients in a friendly and professional manner
● Co-payments received and processed
● Efficiently performed administrative tasks, placed appointment reminder calls to patients
● Verified insurance information in patient medical records
● Assisted with clinical procedures, took and recorded vital signs EDUCATION
Katherine Gibbs College, Boston, MA
Associates Degree - Medical / Clinic Assisting in Medical / Clinic Assisting, October 2005 18 Walter Street #2
Boston, MA 0231
**********.*****@*****.***
JACQUELINE LAHEY
SKILLS
● Hard-working, customer service and administrative professional, excellent interpersonal, communication, and organizational skills, strong ability to multi-task
● Knowledge of HIPAA guidelines and medical and dental terminology
● Recent training in health insurance concepts: benefits, claims, providers, and referrals
● Proficient in Microsoft Office: Word, Excel, Outlook, and PowerPoint, Epic, Volcera, Two-way Radio
● TriZetto Provider Solutions, TMS and Partners Authorization Systems (PHS)
● Introduction to Lawson (Purchasing) and iContracts
● FacilityFitPro and eCW (eClinicalWorks) knowledge
● RT (RealTime Clinical Trial Management Systems) RSOMS Site Operation Management
● Transportation Services (Lyft/Uber and Ambulances) 18 Walter Street #2
Boston, MA 0231
**********.*****@*****.***
JACQUELINE LAHEY
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