EBONY MULDROW

GASTIONA, NORTH CAROLINA

240-***-****

adgts7@r.postjobfree.com

PROFESSIONAL SUMMARY

Professional graduate with an MBA. Skilled in analytical and critical thinking, decision making, analysis, and time management. Proven ability to manage multiple projects while meeting deadlines and communicating with all levels of personnel. Highly organized, and well developed interpersonal skills.

EDUCATION

WESTWOOD COLLEGE ANNANDALE, VA

Bachelor / Healthcare Management 2011

STRAYER UNIVERSITY CHARLOTTE, NC

Masters / Human Resources Management 2015

WORK EXPERIENCE

OPTUM 360 CHARLOTTE, NC

Medical Scheduler April 2019 - Current

This position requires me to schedule /reschedules and cancels appointments. Registers new patients; verifies patient demographics and health insurance while updating patient information in designated databases. Responds to patient/physician/medical offices’ general information request and/or inquiries. Develop and maintain a working knowledge of all medical specialties as they relate to the position. Accurately transmit detailed written communications in a clear and concise manner to site staff and physicians via our medical databases. Adhering to the current system guidelines, policies and procedures. Perform additional general office responsibilities as assigned or required. • Handles inbound contacts appropriately by providing a high-quality patient experience. Communicates effectively and in a professional manner

SPECTRAFORCE (CONTRACTOR) FORTMILLS, SC

Benefits Verification Specialist (BSV) (Lash Group) November 2018 – January 2019

As a Benefits Verification Specialist, I’m tasked with providing insurance payer the appropriate CPT, ICD and HCPCS codes to preform data entry with patient coverage information based on a series of questions involving drug specific benefits. As a BVS, I also verify and document prior authorizations for claims and patient medication access.

CONDUENT CHARLOTTE, NC

Call Center Representative (Sprint Retention) July 2016 - May 2017

As a Call Center Representative for Conduent, I exercised effective and efficient analysis of customer billable accounts to include data reviewed, investigating trends on customer accounts to address concerns and identifying reasonable solutions for account retention. Ability to cross-sell and recommend products that may better suit customer’s needs while maintaining a high level of professionalism and customer service to build customer rapport. Duties included interpreting correspondence, and customer account documents from centralized knowledge-based tool while navigating through multiple computer applications with speed and accuracy.

GABRIEL BROTHERS INC. (GABES) CHARLOTTE, NC

Customer Associate (Part-Time) November 2015 - September 2016

As a part-time Sales Associate for Gabe’s, the primary responsibility was to provide exceptional customer service for patrons. To include, but not limited to ensuring the sales floor and fitting rooms were operable and accessible for customers. Performed at the register, sales floor, and fitting room assistance for patrons requiring assistance with merchandise. Completed markdowns and ensured showcase was neat, in order, and clear of debris.

OFFICE TEAM (CONTRACTOR) CHARLOTTE, NC

Administrative Assistant (Hines) June 2015 – March 2016

As an Administrative Assistant with Hines, my overall job function is to field telephone calls, receiving and directing visitors, word processing and filing. Utilizing my software skills to manage office documents. Collect and distribute the mail. Compose leasing folders for new tenants as well as keep in contact with building maintenance, security and engineering to ensure tenant work orders are filled.

OFFICE TEAM (CONTRACTOR) AUBURN HILLS, MI

Customer Service Rep (Norma Group) July 2014 - December 2014

On a daily based at Norma, my job function was to ensure proper documentation is attached to all orders for exportation, border control, and customs. Maintained spreadsheets along with files and information. Manage customer service mailbox. Delegate emails to the appropriate point(s) of contact and also provide follow up to make certain accurate resolution of issues and requests are handled. I was also responsible for organizing and maintaining departmental files. Duties for this position also include, but were not limited to, processing shipping confirmations, correspondence of order status and tracking. Answering and screening direct incoming telephone calls, while preparing required materials for meetings.

LIFESTYLE LIFT (LSJ) MARKETING TROY, MI

Contact Center Representative - Appointment Scheduler December 2013 - June 2014

As a front-line customer service representative with Lifestyle lift, I was tasked with making prompt independent decisions to benefit and assist clients for over 70 consultation and facial rejuvenation procedure offices across the United States. In addition, I was also responsible for scheduling appointments with clients to meet with our consultants. Part of my success was having the ability to multitask high volume of inbound and outbound calls while exercising professionalism through courteous, friendly, enthusiastic, respectful service towards client’s needs. I was accountable for tracking and maintaining occupancy (90%), lead conversions (30%), client shows (40/month), appointment aging and commitment which exceeded company retention goals using quick and accurate dictation, scheduling of appointments via the CRM program.

AETNA INSURANCE CARY, NC

Customer Service Representative July 2013 - November 2013

As a Customer Service Representative with Aetna, I provided members and employer groups a clearer understanding of benefits coverage, products, and services through clear and concise communication and problem-solving skills. In addition to that I was responsible for answering high volume calls, offering additional medical benefits as need (vision and dental), processing invoices, claims, and payments.

HEALTHCARE INFORMATION AND MANAGEMENT SYSTEMS SOCIETY (HIMSS) ARLINGTON, VA

Coordinator, mHealth Project Base September 2012 - January 2013

As a Coordinator for HIMSS, I had been tasked with for developing environmental scans and taxonomies, research and development of new services and methods. I assisted in maintaining their SharePoint database for the staff to access.

HEALTHCARE INFORMATION AND MANAGEMENT SYSTEMS SOCIETY (HIMSS), ARLINGTON, VA

Intern November 2011 – August 2012 As an Intern I was taught the company’s systems and policy while also perform research for them to assist with the development of new Healthcare Information systems such as electronic health records (EHR).

TICKETMASTER (WASHINGTON SPORTS AND ENTERTAINMENT) LARGO, MD

Customer Service Representative October 2004 - June 2011

During my tenure with Ticketmaster, I was successfully supported the number one ticket sale company in America with effective customer service skills by exercising a professional attitude in handling incoming and outgoing calls, while responding to customer concerns and inquiries. I preserved confidentiality of customer credit cards which were used to process transactions while fostering a healthy work environment with flexibility towards varying shifts and management support.

ADDITIONAL SKILLS

(MS) Outlook • PowerPoint • Word • Excel • SharePoint • CRM • AX • Aware• Patient Plus • Centrsity Business

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