Customer Service Call Center

Brenda Rentz

**** **** *****, # * ****** City, AL 36867 706-***-**** ********@*****.***

PROFESSIONAL PROFILE

Customer service oriented professional with healthcare industry and management experience. Able to provide timely and accurate data to ensure reimbursement for patient services and communicate effectively with co-workers, patients, and staff. Follows policies, procedures, and guidelines to ensure quality. Maintains and safeguards patient privacy and confidentiality.

Academic Honors: Ultimate Medical Academy Honor Roll.

Bilingual: Fluent in English and American Sign Language (ASL).

Experience includes working in a hospital setting.

Shows sound judgment and good decision making when dealing with problems.

Manages time and priorities in multitask environments.

Microsoft Office Applications - Excel, Word, PowerPoint.

Typing Speed: 40 WPM With 98% Accuracy and Data Entry skills. KEY QUALIFICATIONS

Medical Billing Accounts Receivable Collections Co-Pay Deductibles Co-Insurance EOBs Revenue Cycle Management Posting Payments Government (Medicare & Medicaid) Third Party Payers Electronic Health Records (EHR) Electronic Medical Records (EMR) Managed Care (HMO, PPO, and POS) Workers Compensation Insurance Verification Insurance Claim Processing CMS 1500 CMS 1450 (UB-04) Front Office Operations Medical Office Procedures Scheduling Medical Terminology Anatomy & Physiology HIPAA Compliance Medical Coding (ICD-10-CM HCPCS CPT) EDUCATION

Ultimate Medical Academy Associate of Science Degree - Medical Billing and Coding, 2021 Ultimate Medical Academy HIPAA Essentials for Healthcare Professionals Certificate PROFESSIONAL EXPERIENCE

Lincare Holdings Inc - Phenix, AL 08/2021 - 04/2024 Customer Service Representative - Call Center – WFH Agent (Remote)

Handle inbound and outbound telephone calls.

Adhered to HIPAA law and Lincare Holdings procedures and policies.

Verify the patient’s demographic information and place orders for the in-home oxygen equipment.

Microsoft office: Word, Excel, Outlook and Teams; draft/review letters, reports/spreadsheets, send/receive emails, chat and attend virtual meetings.

Provide details to the patient regarding the DME (durable medical equipment), and the services.

Scheduling: confirm status of the patients DME order and setup the appointments for the delivery.

Incoming inquiries regarding Lincare Holding products and services were addressed or transferred to the appropriate departments for further handling.

Global Call Center Solution (GCS) - Columbus, GA 11/2020 - 08/2021 Customer Service Representative - Call Center

Brenda Rentz (cont.)

Place outbound phone calls, resolve problems, contact appropriate departments, and complete 20 calls per hour.

Document interactions, complete data regarding customer account, and provide customer service.

Prepare complete and accurate work, respond to customer questions, and finish tasks in a timely manner. Anthem Blue Cross and Blue Shield - Midland, GA 09/2018 - 10/2019 Customer Service Representative - Call Center

Completed outbound calls to providers to update insurance coverage for members.

Reviewed approved and unapproved authorizations for procedures and documented interactions.

Educated members on current plans and annual benefits and documented complaints and resolutions. Piedmont Columbus Regional Hospital - Columbus, GA 09/2015 - 08/2018 Supervisor

Assigned tasks and duties to Environmental Services employees and evaluated and discussed job performance.

Trained employees, implemented hospital policies, communicated with individuals, and interviewed and hired staff.

Assisted with handling complex problems, resolved complaints, and managed schedules and vacation requests.

Completed disciplinary write ups and resolutions and recognized employee service anniversaries. Crothall Healthcare, Inc. - Columbus, GA 05/2009 - 08/2015 Manager

Supervised 36+ employees, scheduled first shift team, and managed vacation requests and schedules.

Completed reviews and discipline, recognized service anniversaries, and interviewed and hired new employees.

Resolved customer complaints, reviewed reports, and ensured adherence to quality standards and deadlines.

Provided training, discussed job performance and concerns, and implemented company policies and procedures.

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