Front Office Service Representative

NICOLE L. DREW (Cell) 812-***-****

*** ********** ***** ****: *************@*****.***

Pendleton, IN 46064

CAREER OBJECTIVE

I am looking for an opportunity to use my prior talents and organizational skills to work in a challenging and rewarding environment. I desire to have a mostly remote position.

EMPLOYMENT HISTORY

Community Heart and Vascular North Cardiac Clinic Suite 200-August 12, 2019 to Present

Patient Service Representative

Answer, and direct incoming telephone calls. Make outgoing calls to schedule, re-schedule or collect information for referrals.

Knowledgeable and office trainer in Epic

Verify and update demographics, insurance coverage, plan benefits coverage, signed insurance assignments, release of information signature, pre-certification information and consents.

Collect payments. Balance and close the cash drawer, balance deposit for day for the front office.

Maintain Claim Edit Work que correcting information to resubmit claims to insurance

Maintain patient visit schedule consistent with provider and resource availability.

Coordinate referrals, pre-certification and prior authorizations.

Assist patient with billing questions

Manage my eight assigned providers scheduling, re-scheduling, new patient referrals, testing referrals and orders in Epic.

Sort, distribute and scan all mail and faxes as appropriate including but not limited to lab results and outside records daily.

Process requests for medical records per office protocol.

Display the behavior, attitude, and action of a team player.

Flexible and adaptable to meet the needs of the clinic by working in other departments/locations as needed.

Run off-site clinics at our satellite locations on my assigned days

Train new hires in front office procedures.

Obtained CPB certification through AAPC, license expired 2023

Member of the Practice Council

Daily Improvement Facilitator Team

Global Atlantic Financial Group- September 2017 to May 2018

New Business Resolution Specialist

Receive incoming calls from financial advisors, their assistants and back-office personnel.

Provide high level of customer service to both internal departments and outside customers, financial advisors, their assistants, and back-office personnel.

Receive and review annuity applications for missing contract requirements.

Organize and prioritize workload to ensure issues are resolved in specified timeframes.

Conduct regular follow ups with agents, their assistants, financial advisors, or back-office support staff on all outstanding requirements.

Maintain internal databases and systems to thoroughly document work activity and ongoing communication on assigned cases.

Consult with internal teams to resolve problems and facilitate accommodation requests.

Developed professional and dependable working relationships with key accounts and customers.

Review documents for accuracy, identify all pending requirements and accurately input application data into multiple databases for tracking.

Process contracts according to all state and licensing laws once the contract is in good order.

Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all regulations and standards.

Ensure agent licensing is compliant with regulations by searching state and government sites for training.

Batesville Casket Company – May 2016 to September 2017

Merchandising Account Support Specialist

Responsible for coordinating merchandising program implementation and support, acting as liaison between sales consultants and merchandising team resources to ensure successful program results.

Work with sales consultants and customers by assisting in the development of customer performance baselines, product assortments, follow-up performance reviews, with suggestions for improving customer profitability.

Partner effectively and acts as liaison with the field sales, service teams and internal partners to ensure high customer satisfaction and a seamless Batesville experience for customers.

Conducts effective training sessions and presents information to sales consultants and customers in a variety of venues.

Work with sales rep and internal merchandising team resources to improve customer profitability, and prepare customers merchandising analysis.

Works with internal merchandising team resources in developing new merchandising processes, policies, tools and training materials.

Drive customer satisfaction and loyalty through innovative streamlined sales rep communication.

Executed cost saving and customer satisfaction initiatives that propelled us into new business and allowed for the awarding of over $2million in new business

Marketing solutions representative for entire Canadian market, as well as New York Metro, East coast, and northwest key accounts

Batesville Casket Company – February 2016 to May 2016

Product Adoption Representative (Temp)

Supported implementation of digital merchandising and ordering programs.

Responsible for presenting to customers as well as calling on business clients to initiate program implementation, and managing inside sales representative and internal stakeholder relationships.

Support customer needs through the use of consultative implementation practices, exploratory information gathering, analytical skills and listening toward onboarding and training efforts to sustain customer utilization of programs.

Establish, maintain, and nurture quality on-going relationships with established and prospective customers through effective call scheduling, customer data analysis, effective solution selling, and task management.

Conducts effective training presentations to customers in a variety of venues and using a broad platform-based approach.

Batesville Casket Company – August 2015 to February 2016

Merchandising Customer Service (Temp)

Provide customer support to promote current business and grow our business into new areas.

Implemented new streamlined processing steps to save costs on materials and increase overall processing efficiency by 300% while increasing customer satisfaction.

SKILLS

Computer –EPIC software, JDE MRP Software, Adobe Pro, Impromptu, Cognos 10, Meaningful Selections, Windows, Word, Excel, PowerPoint, Internet Explorer, Web Research

Keyboarding-62 words per minute with high level of accuracy

Scheduling appointments and testing, organizing providers schedules, scheduling front office staff, Insurance verification, work edit que, working incoming and outgoing calls

Composing reports, analysis, letters, newsletters

Able to work simultaneously with multiple computer systems and screens

Organizational skills, attention to detail, agile with multi-tasking and change of direction, excellent human relations, filing, and great communication skills

WRITING

Created SOP for Merchandising/Simple Benefits

Prepared newsletters, analysis reports, letters, and memo to send out to sales representatives

Flyers and graphical displays for Marketing team and school system

TEAMWORK

Work with team members to implement new programs, brain storm ideas to simplify process for reps, and help the analysis team

Member of Practice Council

Daily Improvement Facilitator Team

Communicate with Sales Representatives to train, support and complete orders from multiple regions

Member of key communicator group researching school district division

Helped found Fayette County Humane Society, served as member for two years

EDUCATION

Associate in Applied Science Office Administration Degree

Ivy Tech Community College -Graduated: May 2008

One Year at Indiana Business College in Medical Assisting program, 2005-06

Obtained CPB certification through AAPC, license expired 2023

Contact this candidate