QUALIFICATIONS PROFILE

•Over ** years of dedicated experience in customer service.

•Serve as a team leader delivering hands-on leadership & direction for customer service.

•Proven ability in outstanding knowledge of problem-solving techniques with commitment to delivering outstanding results.

•Extremely organized and able to manage large volumes of workload.

•Maintain string organization, communication & computer capabilities. Dependable, loyal & diligent team player with solid work ethic & character. WORK EXPERIENCE

Customer Service/Patient Connection Associate

•Manage large amounts of inbound and outbound calls in a timely manner

•Follow communication “scripts” when handling different topics

•Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

•Obtain, enter, and update demographic and other financial and clinical information necessary for financial clearance of scheduled patient accounts.

•Build sustainable relationships and engage customers by taking the extra mile

•Keep records of all conversations in our call center database in a comprehensible way

•Frequently attend educational seminars to improve knowledge and performance level

•Meet personal/team qualitative and quantitative targets

•Calmly attempt to resolve and de-escalate any issues

•Provide feedback on call issues

•Apply critical thinking skills to identify and resolve opportunities to avoid a denial from payers or the insurance companies to maximize reimbursement.

•Pre-registering and scheduling basic patient encounters utilizing excellent customer services standards.

Shikema Fluellen

9483 Byrom Rd Jonesboro, GA 30236

914-***-**** adtxow@r.postjobfree.com

Piedmont Healthcare Remote

2020-Present

Piedmont Healthcare Atlanta, GA

2019-2020

Certified Medical Assistant

• Xrays

• EKG's

• Covid rapid and PCR testing

• Send clinical for authorizations

• Submit referrals

• Perform venipuncture blood draws

• Ventrogluteal injections

• Immunizations

• Diagnostic testing

• CBC in house testing

• A1c in house testing

• STD testing in house and send out

• Orthopedic fiberglass splints

• Inbound/outbound calls from patients

•Patients check in, using heavy electronic medical records

•Data entry of patient information

•Provide appropriate triage and care coordination notification cases for non-clinical assessment/intervention

•Handle resolution/inquiries from members and/or providers

• Provide appropriate triage and care coordination notification cases for non-clinical assessment/intervention

• Prescription refills, close communication with Pharmacist regarding patients’ prescriptions.

• Create patients’ notes for Doctors, PA’s, NP’s.

• Transcribing doctor’s notes.

Wellstar Health System Atlanta, GA

2013-2019

Clinical Administrative Coordinator/Certified Medical Asisstant SKILLS

•Microsoft Office Suite (Word, Excel, Outlook & Powerpoint

•Strong phone and verbal communication skills along with active listening

•Customer focus and adaptability to different personality types

•Ability to multi-task, set priorities and manage time effectively

•Strong attention to detail

•Efficient and Detail-Oriented

•Calm and Professional Under Pressure

•Understanding Customer Needs

•Data Entry and Maintenance

•Establishing and Maintaining Customer relationships

•Inbound and Outbound Calling

•Patient and Empathetic

•Building Customer Trust and Loyalty

• Independence

• Professionalism

• Organization

• Knowledge of ICD-9 and CPT codes

• Experience working in a metric-driven, fast paced work environment EDUCATION

CERTIFIED MEDICAL ASSISTANT

CENTRAL GEORGIA TECHNICAL COLLEGE - Macon, GA

NOVEMBER 2000 TO JUNE 2002

CERTIFIED MEDICAL RECEPTONIST

CENTRAL GEORIGIA TECHNICAL COLLEGE- MACON, GA JUNE 2002 PHARMACY TECHNICIAN

GEORGIA BOARD OF PHARMACY JANUARY 2022

Contact this candidate