Medical Coder/Customer Service Support
Resume:
LAURA SEXTON
Vero Beach, FL ***66
PROFESSIONAL SUMMARY:
Experienced Remote Certified Medical Coder/Biller with over 20 years of experience in medical and non-medical customer service. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Well-versed in computer technology applications and internet functions. Consistently saved costs while increasing profits.
Diplomatic Customer Service professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Hardworking and knowledgeable customer service representative well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
WORK HISTORY:
Unemployed.10/2020 to present.
Internet Technician/Customer Service Representative, Remote, 01/2019 to 10/2020 Support.Com Inc.– Vero Beach, FL
● Helped customers on the phone troubleshoot and fix their issues with connecting to internet and or telephone line
● Resolved their issues or scheduled a technician visit to come out and test where and what the problem is coming from
● Answered anywhere from 20 to 50 calls a day depending on quality of the day
● Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
● Wrote scopes, requirements
● Supported technicians in operational improvements and resolution of internet and phone problems to deliver top-notch customer service
● Delivered an exceptional level of service to each customer by listening to concerns and answering questions
● Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions.
Customer Service Representative, Remote, 12/2017 to 06/2019 Transcom Solutions Inc.– Vero Beach, FL
● Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
● Responded to customer requests for products, services and company information
● Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes
● Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
● Consulted with outside parties to resolve discrepancies and create effective solutions
● Evaluated account and service histories to identify trends, using data to mitigate future issues
● Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
● Answered customer telephone calls promptly and in appropriate manner
● Answered constant flow of customer calls with up to 2 calls in queue per minute
● Described internet/cable service to customers, thoroughly explaining details and care of merchandise
● Reviewed customer data to assess current issues and determine potential solutions
● Consulted with customers to determine best methods to resolve service and billing issues
● Addressed customer service inquiries quickly and accurately
● Answered 35+ inbound calls per day and directed to designated individuals or departments
● Documented conversations with customers to track requests, problems and solutions.
Technical Support Mobile Phones, Remote, 09/2014 to 07/2017 Teletech Holdings – Vero Beach, FL
● Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
● Worked with customers to resolve mobile phone problems, improve operations and provide exceptional customer service
● Worked with upset custom customers to understand requirements and provide except customer service
● Received training and certification from Best Buy to represent brand, explain technical functions of mobile devices and guide product selection by customers
● Created communication strategies to meet client objectives
● Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions
● Wrote scopes, requirements
● Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
● Delivered an exceptional level of service to each customer by listening to concerns and answering questions
● Answered 22-75 calls a day.
Certified Professional Coder, 11/2013 to 06/2016
Primary Care Of The Treasure Coast – Vero Beach, FL
● Communicated effectively with staff, patients and insurance companies by email and telephone
● Kept accurate log of all requests for medical information and records
● Managed system conversion and maintained minimal downtime during updates
● Used classification manuals to gain additional knowledge of disease and diagnoses processes
● Reviewed charts and flagged incomplete or inaccurate information
● Utilized office software to manage and confirm patient data, such as insurance, demographic and medical history information
● Maintained accuracy, completeness and security for medical records and health information
● Identified new methods to optimize medical records management
● Interacted and communicated easily with department personnel and public
● Interpreted and communicated new or revised policies to staff
● Consistently complied with applicable laws and regulations and ensured facility adhered to Medicare and Medicaid regulations
● Collaborated on strategic planning and kept practice operations aligned with organizational mission, vision and goals
● Verified record copies before handing each over to check for and remove unnecessary details
● Pulled patient records and transferred information to appropriate parties
● Streamlined day-to-day office processes to meet long-term goals
● Provided respectful assistance to all parties, including patients, staff members and insurance company representatives
● Entered patient insurance, demographic and health information into software and confirmed records
● Disseminated information to correct department, individual or outside location
● Kept abreast of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, imaging advances, government regulations, health insurance changes and financing options
● Coded around 25-45 patients a day that the doctor visited with.
Certified Medical Coder, Remote, 11/2010 to 12/2010 Peak Health Solutions – Vero Beach, FL
Temporary position:
● Identified new methods to optimize medical records management
● Maintained accuracy, completeness and security for medical records and health information
● Used classification manuals to gain additional knowledge of disease and diagnoses processes
● Kept accurate log of all requests for medical information and records
● Communicated effectively with staff, patients and insurance companies by email and telephone
● Reviewed charts and flagged incomplete or inaccurate information
● Accurately pulled patient records in timely manner, typically within 24-hour period
● Utilized CRM to manage and confirm patient data, such as insurance, demographic and medical history information
● Managed quality assurance program including on site evaluations, internal audits and customer surveys
● Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
SKILLS:
● Invoice verification
● Charting and clinical documentation
● Troubleshooting
● Claims review
● Issues resolution
● Proficiency in Coding
● Database entry
● Attention to detail
● Privacy and confidentiality
● Payment coordination
● Exchanges and refunds
● Payment coordination
● Call center operations
● Payment coordination
● Statement review
● Invoicing and billing
● Account payable and receivable
● Transactions reconciliation
● Resolving discrepancies
● Safety and compliance
● Customer relations
● Payment verification
EDUCATION:
Associate of Science: Certified Medical Coder And Biller, 2019 Ultimate Medical Academy - Clearwater - Clearwater, FL
Associate's of Science: Health Information Administration with Medical Coding Certification, 1998 Indian River State College - Ft. Pierce, FL
● Graduated with 3.5 GPA
ACCOMPLISHMENTS:
Made Dean' List 3 times in 2019
Made the Honor Roll 2 times 2018/2019
AFFILIATIONS:
Member, American Health Information Association
CERTIFICATIONS;
Certified Coding Specialist, Physician-Based (CCS-P), 2001
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