Customer Service Front Desk
Resume:
Lisa M Furman
**A Phipps Street
Charlestown, MA 02129
******.****@*****.***
Provides superior customer service to internal and external clients, customers and patients.
Manage the Executive Director’s calendar, schedule appointments, and coordinate meetings, conference calls and appointments.
Provides administrative support for the Executive Director, including preparation of sensitive or confidential reports, presentations and graphs, records and distributes meeting minutes and staff communications
Communicates with clinicians and staff on behalf of the Executive Director or other management personnel as assigned.
Maintains all administrative files as they pertain to the Executive Director.
Maintains proper level of medical supply inventory.
Coordinates projects and special events.
Performs general office duties, such as faxing, copying, answering telephones, etc.
Telephone receptionist duties/Front Desk Reception
Professional Profile Summary:
I have developed an eclectic skill set that comes from the insatiable desire to gain, practice, and share knowledge. I have the proven ability to be a team player and natural hard worker possessing strong research and decision-making skills.
Qualifications:
• Strong Analytic and problem-solving skills
• Strong concierge customer service-communications
• Ability to balance priorities, meet deadlines, and work well under pressure
• Ability to work independently as well as within a team environment
Technical Skills:
• Strong working knowledge of Access; Excel; Word; OnDemand; Microsoft Mail; PowerPoint and Oracle Data Base Systems.
• EPIC, LMR, Physical & Occupational billing, IDX, EDOBS,
Professional Experience:
2019- Present Winchester Hospital Winchester, Ma. C3 Med Surgical
Job Responsibilities Include:
Answer all new patient telephone calls.
through EPIC.
· Manage and update all special projects through EPIC.
· Provide high quality customer service to all internal and external customers
· Staff Winchester Hospital
· Manage/Coordinate all activity on C3 Med Surgical Unit for all patient, nurses and physicians.
Provide high quality customer service to all internal and external customers
2016- 2019 Massachusetts General Hospital Boston, Ma. Cancer Center
Job Responsibilities Include:
• MASSACHUSETTS GENERAL HOSPITAL, Boston, MA
Answer all new patient telephone calls.
through EPIC.
· Manage and update all special projects through EPIC.
· Provide high quality customer service to all internal and external customers.
Massachusetts General Hospital Boston, Ma. Center for Ambulatory Services/MGPO
Update and maintain all Appointments for Infertility, Urology, Dermatology, Urology, OMFS and Podiatry Departments within the EPIC systems
· Analyze reporting against EPIC system and help test billing and all managed care through EPIC.
· Manage and update all special projects through EPIC.
· Provide high quality customer service to all internal and external customers.
· Handle, update and generate all Applicable reports within the Call Center
· Provide high quality Front Desk responsibilities 2016 - 2017 Massachusetts General Hospital Boston, Ma. Oral Surgery
Job Responsibilities Include:
• MASSACHUSETTS GENERAL HOSPITAL, Boston, MA
· Update and maintain all billing for Oral Surgery in the new EPIC system was a super user when EPIC first started.
· Analyze reporting against EPIC system and help test billing and all managed care through EPIC.· Manage and update all special projects through EPIC.
Povide high quality concierge customer service to all internal and external customers
· Provide high quality Front Desk responsibilities
1988 -2016 Blue Cross and Blue Shield Boston, Ma. Customer Financial Management
Job Responsibilities Include:
• BLUE CROSS BLUE SHIELD OF MASSACHUSETTS, Boston, MA
Senior Customer Financial Management FullyInsured - Analyst II
· Manage an assigned line of accounts spanning all market segments, ensuring positive cash flow for the corporation and the reduction of risk by utilizing negotiation and collection strategies.
· Update and maintain processes for Sarbanes-Oxley compliance within Customer Financial Management-FI.
· Create procedures that facilitate the paperless processing of Group and Direct Pay returned checks, and simplified the Manual Check Request process to better manage ledger inaccuracies. Follow through on all related procedures and downstream effects of this business improvement, such as the training of new employees and insuring Sarbanes-Oxley compliance.
· Analyze several reports that ensure compliance with SAS70 documentation, ensuring timely and accurate Bill Generation, and Sarbanes-Oxley compliance, ensuring that all financial variances are tracked and corrected.
· Analysis of weekly department transaction reports including research and resolution of variances, to determine that accurate amounts are reported both internally and externally
· Maintain and foster communications, both internal and external, to ensure billing and enrollment issues and their downstream effects impacting customers are communicated and understood.
· Update Fully Insured Training Manual for documentation of internal processes related to financial transactions, delinquency, and customer interaction
· Assist in all Team Building and Team Leader responsibilities. Manage and motivate all fellow colleagues towards team goals and individual growth.
· Assist in the planning phase of process improvement and enhancement to policies and procedures within the department.
· Collaborate with internal areas such as Legal, Contracts, Underwriting, Sales, and Treasury, to ensure proper procedures for the handling of accounts.
Education
Bunker Hill Community College - Communications
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