Carol-Ann Goodridge

BROOKLYN, NY 646-***-**** adu7zi@r.postjobfree.com

PROFESSIONAL SUMMARY

Poised, approachable, and efficient professional with administrative experience in customer service, billing, event planning, organizational skills, reporting, resolutions, scheduling, management, and social services. Extremely flexible and adaptable with the ability to manage teams with all aspects of operations. Highly familiar with data analytics, and excited to utilize my proven skills.

EDUCATION

Berkeley College, NY, NY

Bachelor of Business Administration, Health Administration (Dec 2019)

GPA: 3.9

Award And Honor: National Society for Leadership and Success, Dean's List, President's List

Extracurricular Activity: American Cancer Society Volunteer, National Society of Leadership Success, Senior Peer Tutor

New Age Training, NY, NY

Certification Certified Nursing Assistant (Feb 2016)

GPA: 4.0

Franklin Career Institute, Brooklyn, NY

Certification Medical Assistant (Jan 2015)

GPA: 3.7 Dean's List, President's List Awardee

Relevant Coursework:

Addiction and Obsession, Bioethics, Business Management, Community Health and Medical Care, Epidemiology, Gender, Race and Class, Health Policy and Politics, Human Sexuality, Managed Care, Management of Healthcare Delivery, Medical Terminology, Patient Care, Office Administration, Principles of Finance, Principles of Management, Research Methods.

WORK EXPERIENCE

UHG (Remote

Senior Billing Customer Service Representative - June 2022 – Present

• Answers high-volume calls from patients or their representatives, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies, and general customer concerns

• Processes adjustments, refunds, transfer bills, and mail returns; and performs manual sales

• Evaluates and respond to all aspects of written billing inquiries, including, but not limited to billing insurance companies, and updating invoices

• Researches, troubleshoots, and resolves complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution

• Maintain a tracking log of all escalated patient correspondence, providing status updates to leadership as needed

• Ability to perform all aspects of billing customer service as needed

• Thorough navigation of both the Quest Billing System and the web

• Always maintain all Compliance and HIPAA regulations

• Responds to incoming customer service requests, both verbal and written

• Solves problems systematically, using sound business judgment

• Monitors delegated customer service issues to ensure timely and accurate resolution

• Applies appropriate communication techniques when responding to customers, particularly in stressful situations

• Places outgoing phone calls to complete follow-up on customer service requests as necessary

Carol-Ann Goodridge, PG. 2

• Consistently meets or exceeds established productivity, schedule adherence, and quality standards, 100% customer service

• Proactively seeks to further develop billing and accounts receivable competencies

• Adapts procedures, processes, and techniques to meet the more complex position requirements

UNITED HEALTH GROUP, Remote

Contact Tracer Lead, June 2020 – May 2022

Conducted telephone calls with individuals who had contact with persons diagnosed with COVID-19

Communicated empathetically and professionally with both Cases and Contacts

Collected and recorded information accurately and efficiently

Confidently and readily made use of the resource list in conjunction with the prepared scripts to provide information on where to locate health and social services to cases and, or contacts.

Managed teams as Team Lead. Offering advice and direction in a timely manner.

Assisted in special programs when assigned such as The Inbound Traveler Data Team, The Travelers Program, Rover Team, Monitor Training Program, Case Investigating Monitor, Vaccine Project

Worked on assignments that were complex in nature.

Delegated tasks and monitored the daily work of the team.

AMERICAN CANCER SOCIETY, Queens, NY

Assistant Recruiter, Sep 2019 – Dec 2019

Assisted in planning events and raising donations for the Society Team MSABC Walk 2019 and Relay for Life 2019.

Keyed data entry charges and maintained and developed reports.

Event planning and called partners and clients to assist in raising funds at primary events for the Society Team

Distributed emails to partners and clients to keep them abreast and engaged in upcoming events.

Coordinated with fundraisers and colleagues to ensure that pledges and monetary gifts were received.

Often worked independently.

BERKELEY COLLEGE, NY, NY

Senior Peer Tutor, Jan 2019 – Dec 2019

Clerical duties

Administered, proctored, and scored on academic and diagnostic assessments.

Assisted students with the development of study skills, effective note-taking skills, and test-taking strategies.

Provided private instruction to individual and small groups of students to improve academic performance, improve occupational skills, and prepare for academic or occupational tests.

Participate in training and development sessions to improve tutoring practices or learn new tutoring techniques.

Schedule tutoring appointments with undergraduates

Reviewed class material with undergraduates through discussions, problem-solving techniques, and final assignments.

Carol-Ann Goodridge, PG. 3

JC TAPING COMPANY, QUEENS, NY

Office Manager, August 2014 - December 2019

Assisted in the hiring of employees.

Organized, prioritized, and delegated tasks for the employees.

Maintained and recorded office expenditures and budget and administered payroll.

Scheduled and attended meetings and appointments.

Prepared external and internal documents.

Maintained travel itineraries.

Managed and organized a filing system of both electronic and paper.

Coordinated executive communications, responded to emails, received, and made calls, and entered data.

PACE PEDIATRICS, Brooklyn, NY

OFFICE MANAGER, Jul 2012– Mar 2016

Collaborated, communicated; and cooperated with the doctor and staff to ensure the best possible care for all clients.

Selected and trained incoming staff and volunteers.

Delegated, organized, and prioritized daily duties for staff.

Managed daily operations which included operating office equipment, and preparing reports, invoices, financial statements, letters, case histories, and medical records.

Supervised staff, including volunteers, performing appraisals and constructive feedback to assist in the accreditation of the staff.

Interviewed patients to complete documents, case histories, or forms, such as intake or insurance forms.

Completed insurance forms and other claim documents.

Assisted with scheduling and confirming patient diagnostic appointments, surgeries, or medical consultations.

Assisted the doctor with additional tasks when necessary.

Organized staff meetings

Entered data of all clientele

Performed accurate data entry to credentialing software and assisted with database management.

ADDITIONAL SKILLS

Conversational French & Spanish

Computer skills / Software knowledge / MS Office, Database Management/CRM/Salesforce

CREDENTIALS AND LICENSES

CPR Certificate

New York State License

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