Lead Customer Service Representative
Resume:
Caroline A. Morrill
********@*****.***
Skills
Electronic Health Records (EPIC)
Medical Terminology
CPR and First Aid
Communication and time management expert
Organized and detail oriented
Collaborative and customer/patient focused
Analytical, big-picture thinker and fast learner
Experience
A+ Dental Care through Smile Brands – Roseville, CA
2/1/21 – Current
Answer high call volume and emails for multiple clinics.
Register and process new patients.
Screen patients upon arrival for Covid symptoms.
Provide excellent customer service.
Schedule dental cleanings, exams, treatments, oral surgeries and orthodontics.
Verify benefits, eligibility and submit for prior authorizations.
Take treatment orders from providers for dental estimates.
Write estimates for patient treatments and make financial agreements.
Payment collection.
Maintain accurate electronic dental records.
Referrals & Authorizations Specialist – Sutter Medical Foundation – Roseville, CA
10/12 – 09/19
Managed and maintained electronic medical records via Epic.
Extensive patient volume, average of 1,000 patients per week.
Processed and managed incoming referrals, obtained benefits and eligibility for requested medical services from a variety of insurance companies for 90+ providers, and submitted for prior authorizations.
Coordinated and marketed March of Dimes fundraising events.
Facilitated team meetings and led the Employee Experience of Work Committee to communicate ideas and feedback on process improvements.
Patient Service Representative – Sutter Medical Foundation – Sacramento, CA
8/09 – 10/12
Call Center Lead and Referral Coordinator for 90+ primary care physicians and clinical providers.
Processed outgoing referrals, obtained benefits, eligibility and submitted for prior authorizations.
Scheduled appointments with primary care clinicians and specialty services.
Processed messages including prescription requests to and from patients to providers.
Trained incoming staff on call center etiquette and customer service with excellence.
Patient Service Representative – Rancho Cordova, CA
12/08 – 8/09
Processed referrals and authorizations in the Worker’s Compensation division for Occupational Health.
Answered phones, scheduled appointments, and processed walk-in injured workers.
Performed drug testing, expedited customer service in fast paced environment, and obtained vitals on incoming patients.
Medical Assistant – Sutter Medical Foundation – Roseville, CA
4/05 – 12/08
Performed all Medical Assistant duties in busy Primary Care office of 12 clinicians.
Provided care, customer service for patients and providers.
Obtained vitals including blood pressure, pulse, temperatures, weight, and performed basic intake assessment and questionnaire on patients prior to clinician.
Performed EKG’s, urine collection and testing, pregnancy testing, rapid strep test, and ear lavages.
Kept accurate scribe/message notes for multiple providers daily.
Completed and sent outgoing referrals to specialties.
Medical Assistant/Patient Service Representative – OBGYN Associates – Santa Cruz, CA
08/04 – 04/05
Surgery Scheduler/ Medical Assistant/ Patient Service Representative for a new private practice.
Coordinated provider relations and liaised with hospitals to obtain surgical rights for clinicians to be able to perform surgeries at their facilities.
Managed both front and back office operations in facility for multiple clinicians.
Verified and obtained benefit information to determine eligibility.
Presented patients with estimates for services, collected payments.
Prepared patients for appointments and in house procedures as well as manually collected vital signs.
Managed and maintained Advice Desk, medical records department and prepared charts.
Managed and maintained in house laboratory and prepared outgoing pathology tests.
Medical Assistant/Surgery Scheduler – Santa Cruz Medical Foundation – Santa Cruz, CA
07/03 – 08/04
Assisted general surgeon and patients with minor in office procedures.
Maintained sterile field and sterilized used instruments.
Scheduled surgeries for patients and obtained prior authorizations from insurance companies.
Coordinated with surgery schedulers at hospitals.
Kept accurate medical records.
Manually collected vital signs for incoming patients.
Organized and ordered inventory.
Education and Training
Associates Degree, Christian Ministries Epic Bible College – Sacramento, CA
General Education/Medical Field Cabrillo College – Aptos, CA
Medical Assistant Certificate Boston Reed – Watsonville, CA
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