Remote Call Center Representative-extensive experience in Medical
Resume:
Lendee S. Tolbert
adrth5@r.postjobfree.com
PROFESSIONAL SUMMARY
Administrative Assistant with extensive hands-on experience in providing administrative support to construction, medical groups, health clinics and staffing agencies. Skilled in managing front office functions, including customer service, patient appointments, billing, collections, and records management. Success in optimizing delivery of care by updating required systems and continuously measuring performance metrics. Seeking to take next career step utilizing extensive experience in providing support for various lines of business.
CORE QUALIFICATIONS
● Schedule Management
● Medical Terminology
● Bidding/Proposals Contracts
● Accounts Receivable and Insurance Billing
● Staff Development and Coaching
● Accounts Payable
● Payroll Functions
● Medical Call Center
EXPERIENCE
Family Care Partners
Call Center Representative, (2/2020 – Present
● Answer incoming calls in que
● Assist patients with scheduling appointments
● Ensure type of appointment is needed and/or advise, according to chart history, the type of appointment patient is due to have scheduled
● Confirm appointments
● Scheduling of multiple family members while on one phone call
● Confirm insurance on file is active. If Medicaid, also ensuring pt is assigned to FCP Provider before scheduling
● Creating new pt charts completely and accurately
● Assisting with referrals to include re-faxing to Specialist and or sending msg to Referral Dept if further assistance needed via task
● Assisting with clinical calls for prescription refills
● Documenting each call in detail
● Document in appointment details as to what pt is being seen for to ensure Provider is fully informed
● Scheduling Hospital Follow Up and ER Follow Up appts with in 7 day time period while obtaining all info and documentation needed from hospital
● Scheduling of New Born appts while obtaining all pertinent information pertaining to birth
● Ensuring that each and every patient is treated fairly and with sympathy/empathy during Call
● De-escalating a call in a very controlled and professional manner. Escalating Call to management if/when needed
● Goal of 100 calls per day
● Managing Outlook E-mails throughout the day
Horizon Promotional
Front Desk Secretary, (3/2018 - 7/2019)
● Manage orders by updating multiple systems, reconcile to ensure accuracy.
● Track orders and ensure they are on time and payment has been received.
● Answer and deliver all incoming calls to proper in house/out of house sales associates
● Welcome new clients and direct to proper sales team.
● Handle incoming mail and disperse appropriately
Manning Bldg Supplies, Jacksonville Florida
Secretary, (8/2017-2/2018) - contract position
● Print blueprints and create construction booklets for delivery drivers and sales associates.
● Monitor delivery dates of inventory and make sure sales person has the most accurate data to communicate with homeowners.
● Keep track of all office supplies needed and order when necessary.
● Maintain office cleaning services and hire/fire if needed. Dakenna Devlopment, Jacksonville Florida
Secretary/Construction Company, (12/2016 – 7/2017)
● Manage incoming calls and distribution.
● Initiate cold calls and research bids for all scopes of upcoming jobs.
● Ensure bids adhere to timeline for competitive marketplace.
● Facilitate weekly meetings with owners to discuss bids received and outstanding issues to ensure timelines are met.
I-Tech Personnel, Jacksonville, FL
Office Coordinator, (12/2015-12/2016)
● Conduct pre-screen for all candidates, send required test applications and coordinate follow-up interviews with recruiters when applicable.
● Coach all new applicants on job application process and profile creation within system.
● Conduct background check process and update within various systems all required documentation which includes drug screenings, driver’s license validation, and workman’s comp status.
● Collect and document all funds received for various screening services.
● Update systems with pre-employment requirements as part of onboarding process for new hire.
UF Health Neurosurgery Department, Jacksonville, FL Senior Medical Secretary, (2/2013-9/2015)
● Responsible for scheduling all new patients consults once referral received.
● Coordinated all required medical records with providers which included dictation, notes, scans and upload into Life Image program.
● Maintained Surgery Desk Calendar/Outlook Calendar/Centricity (OR) Grid to ensure all proper attendees have been invited and appointments are in sync.
● Create required documentation and update patient files for all Pre-Op appointments.
● Ensured all medical clearances requested by provider are obtained according to timeline which included: Medical clearance, Cardio clearance, Renal clearance and Anesthesia clearance.
● Manage insurance denials via appeals process that included documentation regarding clinical notes, lab and imaging results. Manage cancellations and reschedules if insurance denials were not resolved prior to appointments.
Pest Quest (Pest Control Company) Jacksonville, FL Office Manager ( 2/2009 — 12/2012)
● Managed all vendor relationships including bids, proposals and contract negotiations.
● Created required documentation for all contracts and invoices.
● Responsible for weekly payroll functions which included time verification, reconciliation and disbursement.
● Maintained all correspondence, organizational chart and calendars for senior leadership. Baptist Health, Jacksonville, FL
Financial Services Representative II ( 10/2007 — 11/2008)
● Assisted patient with applying for Medicaid if person met criteria for certain program.
● Visited patients in hospital to offer financial assistance programs available.
● Manage all financial aid applications to ensure accuracy and coordinate with billing department patient payment status.
EDUCATION
West Georgia College, Carrollton, Ga
TECHNOLOGY
Microsoft Office (Word, Excel, Outlook, Access, and PowerPoint), Allscripts, EPIC, Centricity, GRID, Next Gen, Workday, Genesys Phone System
Life Image, TempWork
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