Collection Agent Customer Service
Resume:
Darnicesha Monroe
Washington, DC 20032
Email: ******@*****.***
Objective: To obtain a challenging and responsible position which I will continues to enhance my experience, knowledge, skills, and training along with offering me the opportunity for and career advancement.
Professional Summary
Accomplished federal contractor, Successful at prioritizing high volume workloads while balancing the
Daily demands of the passport procedures; HEDIS/Health Promotions measurements and quality improvement initiatives. Eager to provide exceptional customer service and
Administrative. Advanced knowledge in computer skills; Motivated to continually improve and extend
Personal skills and knowledge to attain increased responsibility and opportunities for professional growth.
Qualification: Proficient in Office Automation, Power point, Excel, Microsoft Word, AS400, Next Gen, Alchemy Search, Report Pro’s, Opus Clinical, E-Clinical, C-Bay Scribe, Care Point, Peers, Prism, HAIMS,CHCS, AHLTA, Essentris, HEDIS, VATAS, Ref Doc, HSRM, VISTA Scheduling, VATAS Timekeeping system, CPRS, Ayaya one x-agent phone system and also I perform a variety of clerical duties: plans and schedule meetings, and appointments, organize and maintain paper and electronic files, conduct research, and disseminate information by using telephone, mail services, web sites, and email. Also, I have knowledge of handling travel and guest arrangements, with the used of variety of office equipment, such as fax machines, photocopier, scanners and telephone system. In addition, I create spreadsheets, compose correspondence, manage database, and create presentations, reports, and documents. My typing skills are 50 WPM. I also have knowledge of medical terminology.
Experience:
Department of Veteran Affairs
Washington, DC
6/2020 – present – 40 hours a week
Advance Medical Support Assistant - Support the staff of a company or organization, assuring that their operations run efficiently and helping other staff members to adequately fill their roles. Also provide administrative support to staff members, *Answering calls and emails or scheduling 75 appointments per week. *Calling veterans daily regarding their consults, *Daily routine consisted of working in the CPRS, Vista Scheduling, Vatas Scheduling System, Medical Refdoc, TriWest, Gui Scheduling & Optum/HSRM Scheduling databases. *Proficient in the use of create employee’s work schedule in VATAS, efficient in posting hours worked and leave on timecards in VATAS timekeeping system in a timely manner, *Accurately process donated leave, corrected timecards, and premium pay request, proxy leave request for employee’s unable to do it for themselves. *Upload veterans consults to Optum United Health *Requested & retrieve medical records *Maintain a daily tracking log every week in excel with each of the veteran’s information *Interact with the providers and nurses on a day-to-day basis. On the Call Center 3 times per month to help with veteran’s needs.
Ft. Belvoir Community Hospital
Ft. Belvoir, VA
8/2016 – 6/2020 – 40 hours a week
Medical Support /Clinical Outcome Assistant – Quality Clinical *Serve as a resource for quality data and coordinate the collection and distribution of ORYX data. *Assist CQT team members with all inquiries to the Joint Commission and ORYX auditor. *Helps Facilitate the pulling of all identified inpatient charts in preparation for the ORYX auditor on site review based on posted list on the MHS website. *Review charts that may have been identified as outliers from the ORYX guidelines. *Who coordinate specific review processes as part of a hospital, clinic or another type of healthcare organization's continuous improvement processes. *Responsible for Collects clinical outcomes data and performs analysis in support of clinical process improvement initiatives. Gathers data on performance metrics to facilitate the review of program effectiveness. Evaluates patient care data to ensure care is provided in accordance with clinical guidelines and organizational standards. Conducts periodic chart reviews, quality improvement monitors and focus reviews and prepares reports of findings and recommendations for corrective action implementation. *Tracks, monitors and implements improvement actions for specialized projects and evaluates the success of such actions. *Investigates critical incidents, internal complaints, formal grievances and appeals and prepare reports of findings. Performs other related duties in accordance with agency growth and changes. *Supports the improvement of HEDIS measures and quality improvement initiatives. *May serve as the initial face to face and telephone contacts with patients. *Responsible for typing letters and related materials, preparing schedules, SOPS, reports, memorandums, manuscripts and other research typing in support of HEDIS compliance within the medical home and ensuring timely communication of data and patient care, also coordination with Defense Automated Printing Services (DAPS) staff on outgoing letters (ranging from 1,000 – 6,000 letters per month). Also perform as a recordkeeping, and miscellaneous clerical duties such as scheduling appointments, greeting the patients, answering telephones, taking messages, in a Medical Treatment Facility. Receive patients and visitors as the initial point of contact, in person or telephonically for the clinic. Record and relays messages and / or redirects call as necessary to appropriate staff.
Walter Reed Naval Hospital
Bethesda, MD
10/2015 – 8/2016 40 hours a week
MRT / Medical Support Assistant - *Serve as scheduling coordinator, receptionist, template manager, and appointments coordinator. *Compile routine and special reports, and patients' medical records. *As an assistant I will adjust times of appointments, performed a wide of variety of administrative and data quality duties, based on the health care provider's schedule, shifts patients to other clinic health care providers in case of unexpected absences of health care providers. *Resolve scheduling and appointment problems. *Prepare reports, run recurring and special reports. *Meet with supervisors and the management team regarding methods to improve appointment availability. *Monitor end of day processing for data quality. Receive all patients and make a determination as to disposition (proceed to the laboratory, retrieve additional information, proceed to the doctor's office. *Transcribe physician orders involving patient activities, diets, tests and medications. *Transfer orders on a timely basis to various records in accordance with departmental and directorate policies. *Complete request forms of individual patient orders for special blood work, x-rays, radiation therapy, diets, clinic appointments, respiratory and ventilator care, consults and other requests as may be deemed necessary. *Answer the telephone, record and relay messages and/or redirect calls as necessary. *Record telephone messages pertaining to such things as detailed laboratory reports, x-rays, and test results, recognize and refer urgent ones to the professional staff for immediate action. *File the results of various tests in patients' charts for professional staff's reference, keeping record of care current and accurate. *Enter and/or retrieve data from the Composite Health Care System (CHCS) and the Clinical Information *System (CIS) as appropriate to the area assigned. *Maintain all patient records in correct sequential and chronological order with each page properly identified. *On discharge or transfer of patients, verify and assure that records of patient treatment are complete. *Provide clerical tasks inherent in the admission and discharge of patients. *Notify appropriate doctor of patient’s admission. *Explain discharge procedure and direct the patient to appropriate checkout areas; e.g. collection agent, pharmacy, etc. *Maintain logs and records such as repair requests, long distance calls, etc. *Prepare and maintain statistical information for cost accounting purposes as needed. *Transport specimens to various laboratories or clinical areas. *Pick up blue cards in the Patient Admin Department and other routine places. *Make up admission packets. *Copy forms, file, and sort mail. *Provide clerical support to the Hematology/Oncology Department which has approximately 42 admissions and 24 discharges a week. *Complete and average of 60 request forms a week. * Maintain an average of 25 patient records. *Maintain approximately 3 logs and records for the department. *Transport an average of 42 specimens a week. *Pick up an average of 42 blue cards a week. *Make up an average of 42 admissions packets a week. Utilize automated medical records system to update, enter, or retrieve patient information. Maintain patient records, both electronic and hard copy, according to established policies, procedures, and medical Treatment Facility regulations. Utilize automated healthcare system such as Composite Health Care System (CHCS) to schedule patient’s appointments as require.
IRMAC Call Center
Bethesda, MD
03/2014 – 10/2015 40 hours a week
Medical Appointment Agent - * Navigating and utilizing the Composite Health Care System (CHCS) to respond to patient incoming calls in regard to determining appointment needs, verifying demographics, verifying eligibility, scheduling appointments in accordance with NCA standards, policies and business rules
*Creating telephone consults to forward to designated triage nurse for PCM immediately following the completion of T-Con. Also used demographic data information to enter into patient’s authorized record of medical treatment also known as the AHLTA system.
*Prioritized beneficiary appointments to be scheduled in accordance with Tri-care access to care standards and written guidelines
Department of State
Washington Passport Agency
Washington, DC
05/2012 – 5/2014 40 hours a week
Authentication/Automatic Records Clerk - *Open and evaluate requests from applicants seeking consular vital records or proof of US
Citizenship. *Determine whether requests meet the requirements for processing. * Ensure that requestors are entitled to records according to Privacy Act guidelines. * Verify that information and fees are accurately entered in the section’s Case Tracking System
(CTS). *Note the CTS of various types of requests and original supporting documentation received (i.e.
Names change orders, adoption decrees, gender change, corrections, etc.). *Record incoming valid/invalid requests on a mail log (excel). *Research vital records using the Passport Information Electronic Record System (PIERS) and
Consular Consolidated Database (CCD). *Daily communication to Washington National Records Center (WNRC) to conduct searches of
Legacy vital records. *Apply knowledge of Department security procedures for the handling and storage of personally
Identifiable Information (PII). Also follow guidelines relating to system security and PII. * Proofread citizenship documents and letters for data accuracy. *File and assist with maintaining office correspondence. *Utilize the CTS to update cases with current processing information or status calls from customers. *Assist with expediting the process of emergency and congressional requests for social security Benefits, security clearances, proof of citizenship, immediate travel or high-profile cases. *Provide additional administrative support to the office Passport Specialists and Section Chief. *Communicate effectively with the public, individuals from other government agencies and within The Department of State. *Utilize a multiple phone line system to provide general citizenship information and procedures to Customers seeking documentation for proof of US citizenship. Assist with answering an average of 500 calls per week. *Serves as a clinic clerk and is a foundational role within the clinic, performs duties related to the receipt, intake, and indexing of health administrative information. Performs a variety of clerical duties, as front-line contact with patients and staff, the incumbent sets the tone for the perception concerning quality of healthcare services at the hospital. The incumbent will interface with personal computer (PC) applications as well as numerous VISTA applications. The incumbent must possess a high level of customer service skills and is able to relate those skills when dealing with Veterans, families, and outside customers. The incumbent is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; ensure escort/transportation services are properly arranged; operate a multi-line telephone system to receive/relay incoming and outgoing telephone messages; faxing/scanning of documents; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; managing both incoming and outgoing calls and mailings; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. All other duties as assigned.
Cardiology Associates
Med Star…. Inc.
Washington, DC
09/2010 – 04/2012 35 hours a week
Medical Records Technician -Team Supervisor - *Prepares charts for future and add on appointments by following established processes to ensure an efficient system of document retrieval. *Retrieves charts for telephone messages, test results, and medical records requests by following established processes to ensure and efficient system of document retrieval. *Supports patient care by copying and sending appropriate documents such as dictation and test results by mail or fax within 48 hours of service to referring physicians, patients, and CA physicians and staff. *Copies and sends appropriate documents such as medical records requests by mail or fax in a timely fashion to ensure high quality care and service to referring physicians, patients, and outside agencies such as insurance companies, attorneys, etc. *Files documents and patient charts in appropriate locations by following established processes in a timely manner to ensure an efficient system of document retrieval and storage. *Maintains filing system processes by requesting supplies and equipment to ensure expeditious flow of information and reliable storage of documents. *Interacts with management, physicians, and staff by obtaining and communicating essential date and assisting other team members to coordinate efficient transactions of patient related documents. *Answers the telephone with a positive and professional tone of voice before the fourth ring and directs or resolves the call appropriately in order to ensure each call is handled efficiently. *Records accurate and legible phone messages to ensure efficient follow through for patient care. *Maintains a regulatory/compliance environment by following organizational policies and procedures to ensure compliance to state, local, and federal standards and regulations. *Other Duties as assigned
Department of Justice
Labatt Anderson ... INC
Falls Church, VA
8/2008 – 8/2010 40 hours a week
General Clerk II- *Process and files legal cases. *Records Legal Immigration Cassette Tapes. * Enclosed personal Information for the Review Board. * Processing Privacy Act and/ or FOIA Request for a state or federal agency. * Prepare records for release. * Reviewed disclosure or privacy related documents and recommend appropriate actions. * Prepare records, logs, and files, for each request, and scanned documents. * Assists with formatting and preparing final written communications such as memos, letters, and other administrative duties. * Also, Date Screen Cases.
Unity Health Care… Inc.
Washington, DC
6/2005 – 8/2008 35 hours a week
Patient Registration Clerk II- *Schedule Appointments. * Screening and handling billing inquires. * Organized documents and confidential information. * Updates patient’s folder/ charts into the database. * Work within Power Point and Excel to make sure documents is correct and presentable. * Maintain files and/or clients database. * Review all client related forms for accuracy and completeness of information. * Perform necessary Registration functions to include insurance verification, updating demographics information, and emergency contact. * Also assist with back office, venipuncture procedures when needed.
Education:
*Medical Term/Anatomy- 05/2014 – UDC College
*Billing & Coding – present – UDC College
* Clearance – 5/2012 (Public Trust Clearance) - Present
* Labat Anderson Inc. – Legal Course-9/2008
* Forestville High School – High School Diploma-5/1996
References: Available Upon Request
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