Customer Service Document Control

Ogechi Ochuru

**** **** ****** **** *********, TX 75407 Phone: (469) 583- 8146 *********@*******.***

Objective: To secure a position that will enable me to use my strong communication & organizational skills, customer service background, my ability to work well with people, and my great experience in solving customer problems in an effective/creative manner.

Able to assume multiple responsibilities and remain productive within time-sensitive and fast-paced environments.

Proven ability to handle and maintain accurate and complete documentation of all inquiries made.

I have dynamic and practical experience in customer service, document control, data analysis, proper handling of sensitive and confidential data, and quality assurance.

Expert in resolving problems and providing superb customer service to personnel; experienced in ensuring regulatory compliance.

Detail-orientated multi-tasker who excels at maintaining the office/appointment calendar and controlling information.

Able to perform administrative support work including managing, drafting memos, correspondence, sending messages, inventory control, and providing additional office support as required.

SKILLS AND COMPETENCIES

Office Management

Customer Service

Medical Terminology

All Windows O/S

MS Word

MS Excel

MS Outlook

MS PowerPoint

Coding and Classification Systems

Ambulatory Coding

Advance Medical Coding

Health Information Organization

Quality Assessment and Performance

HR Management

Science of Informatics

Document Control

Inventory Control

CLINICAL AND CAREER DEVELOPMENT TRAINING

Clinical 1 – Midland College, Midland TX

During 12-week intensive training, I prepared and scanned patient medical records and other various sensitive documents facilitating access by authorized personnel and patients. Additional training and hands-on application included:

Prepared birth certificates, reviewed protocol for contacting Doctor’s prior to privilege suspension for non-compliance, and preparation of letters if corrective actions are ignored.

Worked directly under the supervision of the Director and Medical Staff assisting with transcription of medical records and state reporting.

Received training and practical application for release of inpatient MPI (master patient index), the release of HIPAA audits EHR (electronic health record), and chart analysis, coding, and records management.

Performed Doctor and Medical Staff access audits to ensure clearance of all those accessing sensitive patient information.

Prepared and managed release of information (ROI) to appropriate parties to avoid breach of confidentiality.

Charted audit linking all activities together ensuring full compliance with HIPAA regulations.

PROFESSIONAL EXPERIENCE

JMAC IN-HOME CARE 2016 – 2021

PATIENT CARE ADVOCATE REPRESENTATIVE, DALLAS, TX

Monitor and ensure that proper accreditation of the medical program is attained.

Ensure compliance with established policies and procedures with the patient’s plan of care.

Ran eligibility checks to make sure that appropriate admission of a new patient is followed according to state regulations.

Ensure compliance and that professional standard are maintained in the workplace.

Monitor and prepare reports on agency activities.

Develop and maintain an effective channel of communication among employees.

Consistently checked to make sure that appropriate service policy is developed, implemented, and maintained.

I ensured that the fiscal planning, budgeting, and management of the operation are in accordance with established policies.

Sodexo Food Services, Dallas, TX 2011– 2016

Food And Nutrition Supervisor

Provide supervision and coordination to staff and daily operations ensuring quality customer service.

Plan menus and conduct analysis of demand to ensure that menu item are prepared in sufficient amounts to meet the demand.

Perform scheduling to ensure proper coverage during high-volume periods.

Provide employee training and ensure compliance with company policies, state safety protocols, and procedures.

Worked collaboratively with a nutritionist to ensure dietary compliance and accuracy.

Supervised production staff ensuring compliance, and uniformity in the preparation of meals, and provided coaching when appropriate.

Ensured accurate production, and patient adherence to the recommended diet.

MORRISSON SERVICES, DALLAS, TX 2005-2011

Customer Service Office Coordinator

Provided administrative support to the management team including document control, and scheduling, and served as primary company representative to facilitate positive customer experiences.

Interviewed potential employees, ran a background check, and trained new office staff.

Performed extra customer service by calling and emailing patients to remind them of their medication and pick-up dates.

Handled all inquiries from inbound and outbound members, providers, and physician calls.

Supervised office personnel, performed inventory control, and receptionist duties, and ensured customer-centric service.

Performed accounts receivable and payable functions and prepared end-of-month reporting.

Handled customer complaints and provided solutions were necessary.

Interfaced with the management team to monitor the effectiveness of service policies and practices.

Continuously increased knowledge and skills through self-motivation, formal education, seminars, and in-house training.

DALLAS METROCARE SERVICES 1994-1996

Healthcare Aide

Provided non-medical In-home care assistance for clients by ensuring that each patient's care-of-plan is followed correctly.

Assisted in all aspects of their daily care which included bathing, cooking, and light housework.

Accompanied patients to their doctor’s appointments.

Reminded them to take their medications.

Drove them daily to their workshop and picked them up at the end of the day.

Took them to the park, movies, and other scheduled social events.

Monitor patient’s nutritional food intake for portion control.

Kept a daily log of activities during my shift and ensure that the nurse is aware of any changes.

EDUCATION AND TRAINING

St Anne’s Secondary School Aba Abia, State 1984-1990

Associate of Applied Science, Specialization: Health Information Management – Midland College, Midland TX

Medical Recorder Certification – Eastfield College, Dallas, TX

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