LAURA SEXTON

**** **** *** **

Vero Beach, FL ***66

772-***-****

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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