Call Center Medical Billing
Resume:
TAWANNA M. JOHNSON
Linden, NC 28356 *********@*******.***
QUALIFICATIONS
Quality-focused and highly ethical professional with hands-on experience providing best-in-class services to customers for
high levels of satisfaction and retention. Proven history of identifying problems and resolving queries to fulfill requirements.
Adept at maintaining up-to-date knowledge of product and service offerings to deliver effective suggestions to customers.
based on needs. Proficient at utilizing effective communication skills to develop and sustain long-term relationships with
customers, internal teams, and other stakeholders. Demonstrated ability to multitask between several internal system programs.
•Ability to work professionally within a fast-paced environment while managing multiple priorities.
•Knowledgeable in all Facets of Administrative Functions
•Independently plan and organize work to meet program objectives.
•Strong Collaborative and Coordination Skills
EDUCATION
Certification of Medical Billing and Coding March 2005
Sanford Brown Institute
Relevant Coursework: Project Management, Project Risk Management, Management Principles in Healthcare, Fiscal Management in Healthcare Services, Labor Relations, Legal Issues in Human Resources Management
Associate of Science Medical Billing and Coding May 2009
Colorado Technical University
Relevant Coursework: Medical Terminology, Anatomy and Physiology, ICD 9 and CPT Codes,
Healthcare Management
L I C E N S E S
NC Life, Accident and Health - Medicare Supplement, Long-term Care-17352053 TN Accident and Health-2282880
North Carolina Notary 202*********
RELEVANT EXPERIENCE
Continuum United Call Center Solutions October 2023-Present
3824 Cedar Springs Rd
Dallas TX 75219
Inbound/Outbound calls in a call center environment,
Handle billing inquiries provided.
Assigned and coordinated work projects, such as converting to new hardware or software.
Modified, troubleshoot, tested, and corrected existing.
Answer incoming inquiries, respond to customer questions and solve problems according to
standardized procedures in a courteous manner.
Use product information, multiple client tools, client specific reference materials, scripting,
advanced technical knowledge, customer service skills:
Lead customers through documented process of fixing their software, hardware, or network problems.
Supported customers having data connectivity issues.
Provided thorough support and problem resolution for customers.
Researched, resolved and followed up on customer issues.
Maintain a calm, professional demeanor when faced with high dernand, and high-volume workloads.
Researched, documented and escalated cases to higher levels of support according to internal procedures.
Identified opportunities to upsell product and services.
Continuum United Call Center Solutions June 2022- October 2023
3824 Cedar Springs Rd
Dallas TX 75219
Accepts, resolves, and escalates internal and external customer concerns.
Documents customer concerns and interactions according to department standards.
Manages follow up contacts with multiple parties in order to resolve concerns in an efficient manner.
Utilizes multiple internal systems to access and research customer accounts and history.
Thoroughly evaluates customer concerns and independently determine reasonable resolutions using department guidelines.
Refers unresolved customer grievances to Verizon Wireless for further investigation.
Provides support to Customer Relations teammates by shadowing and assisting with questions.
Possesses self- motivation to manage time and tasks in order to maintain our department follow up guidelines.
United States Postal Services July 2015-December 2021
100 Village Dr.
Mebane, NC 27302
Delivered mail and packages to homes and businesses in various cities and rural areas via foot or by vehicle.
Built and maintained professional and effective public relations with customers.
Performed various activities, including gathering money for postage and delivering certified mail, money orders, and COD orders.
Answered inquiries related to postal services and regulations by engaging with customers. Identified problems and resolved queries to fulfill requirements.
Provided effective services to customers for high levels of satisfaction.
Maintain logs to monitor delivery rates and vehicle maintenance scheduling.
Obtain signatures on registered, insured, and certified mail.
Communicate with dispatcher and modify route according to instructions when needed.
Relevant training and/or certifications as a Mail Carrier
Xerox BCBS Tennessee, Raleigh, NC
Sales Agent
2641 Sumner Blvd August 2014-July 2015
Raleigh, NC 27616
Sold individual and dental and vision policies by serving as a sales agent.
Presented, promoted, and sold products/services to existing and prospective customers.
Performed cost-benefit and needs analysis of existing and potential customers to fulfill needs and requirements.
Established, developed, and sustained positive business and customer relationships.
Maintained an empathetic and professional attitude toward all customers.
Outcomes Health
Field Reviewer
13010 Morris Rd May 2013- April 2014
Alpharetta, GA 30004
Scanned and reviewed specific medical records by visiting physicians’ offices.
Uploaded specific portions of medical charts, covering progress notes, diagnosis, and demographic information on a regular basis.
Conducted medical record review services in an accurate and efficient manner.
Conscientiously reviewed medical record information to identify appropriate coding based on CMS HCPCS categories.
Initiated, performed and documented quarterly coding audits for physicians.
Performed medical record audits at numerous healthcare facilities for various insurance companies.
Scanned medical records into database for review by requested entities.
Additional Experience
Pt Sales Associate, Food Lion, Chapel Hill, NC Unit Secretary, Rhode Island Hospital, Providence, RI Patient Registration, Rhode Island Hospital, Providence, RI Customer Service Representative, Teletech, Enfield, CT Office assistant/Clerical, Reliable Temps, Agawam, MA Reimbursement Specialist, Fallon Healthcare System, Worcester, MA Application Support Clerk, Fallon Healthcare System, Worcester, MA Optical Clerk, Fallon Healthcare System, Worcester, MA
OTHER TRAINING AND EXPOSURES
•Proficient in Microsoft Word, Microsoft XP, Excel, Power Point, Outlook and Internet
•Proficient with Meditech and Medisoft
•Proficient with Web-Exchange
•Proficient with IDX, GE, Sales Logix
•Proficient with ICD-9 and CPT Coding
•Proficient with Composite Health Care System (CHCS)
•Health Insurance Portability and Accountability Act Training (HIPAA)
•Proficient with E- Centaurus and Facets
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