Customer experience Scheduler
Resume:
Demetria Luckey
Laveen, Arizona 85339
************@*****.***
Objective:
I want to advance in a position to obtain a supervisory position, which will allow me to maximize my abilities and successfully meet the goals of my employer. Skills:
I Can comprehend State and Federal statutes and agency laws and Regulations. I’m able to demonstrate excellent verbal and written communication. I'm familiar with computer applications, spreadsheets and systems. Can explain benefits, and have knowledge of Federal and State insurances. I consistently exceed departmental expectations. Education:
South Mountain High Graduate 1996-2000 Law & Literature / Behavioral Health studies Rio Salado Community College 2006-2008 Economics/Business Estrella Community College 2010 - Current Medical Terminology Certificate
Work Experience
Banner Health - Customer Experience Representative 09/10/2018 - Current
*Scheduling patients for Banner University Medical Center Rheumatology clinic and Endocrinologist. Using Power chart to request and search for labs
*Using Power chart to request and search for labs, referrals, prior authorizations
*Performs registration/check-in processes, including but not limited to performing data entry activities, providing patients with appropriate information and intake forms, obtaining necessary signatures and generating population health summary
*Assists front office in answering phones, taking messages, prescription refills, locating information and other related duties when necessary. Documents correspondence in the patient's medical record
*Updates demographic and insurance information in the practice management system.
*Receives physicians orders and completes patient registration
*Obtains necessary authorizations, pre-certifications and/or referrals
*Works closely with the billing department to ensure accurate coding for all charges.
*Verifies insurance eligibility benefits for services rendered with payers and documents appropriately
*Assists in obtaining or validating pre-certification, referrals, and authorizations
*Calculates and collects patient liability according to verification of insurance benefits and expected reimbursement
CVS Health- Clinical Services Representative
09/2016- 10/2018
* Received patient forms, medical histories and test results from medical professionals
* Examined the data to ensure that it was correct and accurate
* Planned the best way to organize and store information either through paper files, or through electronic databases
2
* Maintained all patient records confidential, and securely because records contained sensitive details.
*Contacted doctors or nurses to clarify that accurate information was received
* Medical ICD-10 coding / billing
*Handled copays and payment intake
*Process credit card payments
* Validating checks
* Worked incoming cases via phone (primarily) or fax to process coverage requests from members or prescribers
*Conducted outreach to patients and providers, and obtaining additional information needed to process requests
* Researched and corrected any issues found in the overall process
* Handled Coverage Determination Clinical Pharmacists and Management team as needed
* Handled Reading, analyzing, and interpreting general business correspondence, technical procedures, and governmental regulations
* Solved practical problems and dealing with multiple concrete variables in standardized situations
* Performed basic mathematical calculations
* Ensured all cases are properly closed
* Interpreted a variety of work instructions provided through multiple mediums
* Anticipated needs and resolve issues with urgency and to meet quality and production standards
DES-Department of Economic Security Program Services Evaluator 10/2008- 02/2016
*Scheduling medical appointments
* Mail sorting
* Working of Aztecs system
* Account Management
* Using multiple screens
* Evaluating clients for state benefits
* Interviewing
* Explanation of insurance coverage
* AHCCCS laws and regulations on billing
* Basic knowledge of AHCCCS insurance providers * Working Caseloads
* Decision-making
* Case Management
* Inbound/Outbound calls
DES-Department of Economic Security Medical Customer Service Representative 11/2006 - 10/2008
* Insurance verifying
* Back office
* Data Entry
* Clerical
* Mail sorting
* Processing claims
* Filing
* Faxing
* Scanning
3
* Inter-office mail distribution
* Assisted in training new trainee's * Minting files
* Billing
SRP-Salt River Project
Customer Service Representative
05/2005 - 11/2006
* Handled Utility inquiries regarding services
* Assist customer in establishing electricity
* Accomplish duties independently
* Gathered and summarize data for report preparation and project tracking
* Interacted with all levels within organization
* Prioritize sales of service
* Up selling electric meters
* Used various computer applications
* Handled correspondence
* File maintenance
* Data and document processing
* Handled large volumes of documents
* Ability to be flexible and multi task
Computer Skills and Systems:
* Microsoft word, office, access, outlook, excel, PowerPoint, and lotus notes
* Shorthand, Typing 45-50 wpm, 9,500 keystrokes per hour
* Word Processing
* Type Writing
* Med series 4
* Revenue Cycle
*Power chart
Clerical Duties:
* Filing
* Scanning
* Faxing
* Coping
Contributions:
* Volunteer for Boys and Girls club 1999 - 2001
* Volunteer for Salvation Army 2002 - 2003
* Volunteer for Home Health Aid INC 2004 - 2008 * Volunteer Work 2010 - 2011
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