Paula Edwards

614-***-**** adv85m@r.postjobfree.com

Objective

To obtain and maintain a position in a renowned company where I can utilize my maximum potential, strong communication skills, interpersonal skills, ability to resolve issues, ability to service various customers, high patience level, good knowledge of human behavior, problem analysis, organizational skills, flexibility wo work in a fast paced and diverse environment, to adapt in different situations, initiative, and a deep understanding of the specific industry to achieve and corporate goals.

Skills & Abilities

•Microsoft Office

•Microsoft Outlook

•Microsoft Word

•Excel

•Teams/Zoom

•Kronos

•Strong organizational skills

•Sharp problem solver

•Seasoned in conflict resolution

•Invoice processing

•Active listening skills

EXPERIENCE

SAFELITE AUTO GLASS/CUSTOMER CARE REPRESENTATIVE – OCT 2022 – PRESENT

Professionally answers a variety of incoming calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts.

Accurately enters claim data into the database while on a live call.

Compassionately and effectively guide customers through the process of filing a claim, by engaging in conversation that helps build rapport and focuses on the customers specific needs.

Assists customers with scheduling repairs, replacement and or recalibration services at a Safelite location or a location of the customers requested vendor.

Providing solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate and adequate resolve.

Other duties assigned by leadership

ROI/ MEDICAL RECORDS SPECIALIST - OSU WEXNER MEDICAL - JAN 2018 - OCT 2020

•Receives incoming requests for information and responds to requests by opening mail, assisting walk-ins and telephone inquiries, and retrieving facsimile inquiries in a timely manner.

•Date stamps all requests and highlights pertinent data to facilitate processing.

•Validates requests and authorizations for release of medical information according to established procedures and HIPAA guidelines.

•Completes release of information requests including retrieving patient’s medical charts and returning charts, copying/scanning medical records accurately and correctly, according to requests, established procedures, and established standards of quality and productivity; and electronically transmits medical record to processing operations.

•Performs quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing.

•Works within scope of position and direction; willingly accepts assignments and is available to take on additional member facilities and assist with ROI backlogs.

•Maintains confidentiality, information security and ethical behavior when handling all Company and medical records information during transport, storage and disposal. Will not remove medical records information from member site unless written authorization is provided by the facility’s HIM Director, Company Manager and/or Supervisor and Vice President of Operations.

•Accepts new assignments willingly to meet business needs

•Submits weekly reports as directed by Manager, Operations Receives incoming requests for information and responds to requests by opening mail, assisting walk-ins and telephone inquiries, and retrieving facsimile inquiries in a timely manner. Date stamps all requests and highlights pertinent data to facilitate processing. Validates requests and authorizations for release of medical information according to established procedures and HIPAA guidelines. Completes release of information requests including retrieving patient's medical charts and returning charts,

PUBLIC INQQUIRIES AGENT FRANKLIN COUNTY DEPT OF JFS FEB 2017- NOV 2017

•Bill Collections / Franklin

•Provides information and assistance to individuals (e.g., medical providers, clients, agencies, the general public) in response to inquiries received by telephone, mail, fax, electronically or in person and performs research to determine solutions to problems with clients’ cases (e.g., rejections of assistance).

•Maintains records and documentation of case development and correspondence with related parties resulting from public inquiries.

•Performs various clerical duties within county department of job and family services.

•Attends various meetings, workshops, and training sessions based upon need and/or the request of supervisor.

•IQOR/ SEPT. 2016 – JANUARY 2017

DATA ENTRY PROCESSOR INNOTRACK JAN 2016- AUGUST 2016

•Follow up a process of invoice both internal and external

•Archiving of Invoice data according to its categories

•Working with different environments handling multiple clients and contacts for each invoice

•Enter data into computer invoicing system and file with customer information

•Recognize the lack of PO on invoices, document and resolve the issue

•Send invoices to appropriate recipients

TOWER SUPERVISOR – THINK GEEK – SEPT 2014 – JAN 2016

•Accomplish warehouse human resource objectives by participating in selecting, training, assigning, scheduling, coaching, and disciplining employees, communicating job expectations planning and monitoring job contributions adhering to company policies and procedures as well as site labor agreement.

•Meet warehouse operational standards by contributing warehouse information to strategic plans and reviews implementing production, productivity, quality and customer service standards, resolving problems, identifying warehouse system improvement.

•Ensures compliance with policies and governmental regulations (e.g. safety, OSHA, HazMat training, etc.)

•Follows instructions and performs and other duties as may be assigned by Operations manager

•Assists employees in accomplishment of company goals.

COMPLIANCE RECORDS OFFICER – GOODWILL COLUMBUS – MAR 2003 – SEPT 2014

•Develops initiates, maintain and review policies and procedures for the general operation of the compliance program and its related activities to prevent illegal, unethical, or improper conduct

•Manage day to day operations of the compliance program

•Develops and periodically reviews and update Standard of Conduct to ensure continuing currency and relevance in providing guidance to management and employees

•Collaborate with other departments) e.g., human Resources, Chief Security Officer, and health information Director) to direct compliance issues to appropriate existing channels for investigation and resolution directed by Manager and/or Supervisor.

•Submits weekly reports as directed by Manager, Operations.

• Receives incoming requests for information and responds to requests by opening mail, assisting walk-ins and telephone inquiries, and retrieving facsimile inquiries in a timely manner.

• Date stamps all requests and highlights pertinent data to facilitate processing.

•Validates requests and authorizations for release of medical information according to established procedures and HIPAA guidelines. Completes release of information requests including retrieving patient's medical charts and returning charts, copying/scanning medical records accurately and correctly, according to requests, established procedures, and established standards of quality and productivity; and electronically transmits medical record to processing operations. Reviews the accuracy of scanned documents and ensures documents reflect the details specified by the requestor.

• Performs quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing.

•Maintains equipment in excellent operating condition (inside and out) and troubleshoot equipment issues with assistance from the Help Desk department.

• Provides excellent customer service by being attentive, respectful and professional always; insures understanding of customer request and follows-through as promised; being proactive in identifying and addressing member concerns, or problems.

•Demonstrates helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers.

•Maintains a neat, clean, and professional personal appearance and observes the dress code established by The Company or the member facility.

• Maintains a clean and orderly work area, ensures that records and files are properly stored before leaving area, and ensures adequate supplies to meet customer requests.

• Maintains working knowledge of the current state laws regarding fee structure, and HIPAA regulations as well as facility policies and procedures regarding release of information. Ability to maintain regular attendance and punctuality as scheduled.

•Notifies Supervisor and/or Manager if unable to adhere to daily schedule. Adheres to all Company time and attendance policies or applicable law covering meal breaks and rest periods.

•Records all accurate work hours in The Company's designated time keeping system daily and adheres to the Company's overtime policy and procedures for requesting time off or change in schedule. Works within scope of position and direction; willingly accepts assignments and is available to take on additional tasks facilities or assist with ROI backlogs.

•Performs responsibilities in accordance with The Company's and member facilities policies and procedures and state and federal labor regulations and works to minimize confidentiality breaches. Maintains confidentiality, information security and ethical behavior when handling all Company and medical records information during transport, storage and disposal.

•Will not remove medical records information from member site unless written authorization is provided by the facility's HIM Director, Company Supervisor, Manager or Vice President of Operations. Attends and participates in required educational training sessions and staff meetings as scheduled and assigned.

• Ability to adapt to change and respond to difficult and challenging situations in a professional manner.

•Accepts new assignments willingly to meet business needs. Communicates with Manager on an on-going basis, providing information and data as requested including member's changing needs and requests.

• Promptly reports to Manager any customer service concerns and/or any potential HIPAA violations whether actual or perceived. Informs Manager of site or work difficulties, special project requests from facility, and fluctuating volume in daily workload. Ability to accurately and efficiently utilize a computer for data input, retrieval of data, running reports and all other tasks associated with release of information services and time reporting.

• Ability to work with minimum supervision, organize workload and prioritize work tasks to meet production goals. May be required to travel to multiple sites based on the needs of the region Ability to recognize emergency situations within context of job duties and communicate potential issues to Supervisor and/or Manager Maintains knowledge of safety procedures to ensuring a safe work environment and reports safety concerns to Supervisor and/or Manager.

• Maintains a current and valid driver's license and ensures personal automobile insurance is in force and will be maintained, in at least the amounts required by state law, on any automobile or transportation that is used in connection with Company duties.

•Checks The Company and other assigned email and communication systems such as REP Online and member assigned email on a daily basis. Utilizes assigned tools within established guidelines. Performs other tasks as assigned including but not limited to working at facilities within 50 miles of principal site as business needs arise.

• Adheres to The Company's Code of Conduct and business standards. GED is required. healthcare environment. Proven customer service experience and/or training.

•Ability to effectively use computer software and technology as required by the member facility including Microsoft Word and Excel Ability to understand and become knowledgeable of Release of Information standards, policies & procedures and HIPAA regulations and to complete work in compliance of these and other standards.

• Ability to read and comprehend simple, healthcare terminology Effective organizational skills a must Effective verbal and written communication skills.

•Ability to use fax, copier, microfilm machine, and multiline phone system and other required work tools Ability to learn new equipment and required processes in a fast-paced environment

•Consults with General Counsel as needed to resolve legal compliance issues

•Record processing and maintenance of discharged records, prepping, scanning, verifying and indexing images

•Document data accurately and in a timely manner

•Identify potential areas of compliance vulnerability and risk, develops and implement corrective action plans for resolution or problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future

•Provide reports on a regular basis, and as directed or requested keep the Corporate Compliance Committee and Senior management informed of the operation and progress of compliance efforts

CUSTOMER SERVICE & CLAIMS SPECIALIST –AETNA INSURANCE - JUNE 2007- SEPT 2009

•Check to ensure that appropriate changes were made to resolve customers issues

•Compare disputed claims with original requisitions and information from invoices and prepare invoices for correct and accurate billing

•Complete contract forms prepare change of address records and issue service discontinuance orders

•Ability to work in a fast-paced environment

•Able to resolve escalated and irate calls

•Confer with customers by telephone in order to provide information about products and services

•Compose and mail correspondence maintain records of investigations and prepare appropriate reports in a timely manner

•Assist callers and answer questions involving different types of insurance within assigned line of business

•Handle inquiries regarding bills and billing codes with various Drs. Offices

•Analyze and resolve complaints

BRANCH MANAGER –LABOR READY LLC - MARCH 2007 – JUNE 2007

•Improve the operational systems, processes and policies in a support of organizations mission specifically support better management reporting information flow

•Manage and increase the effectiveness and efficiency of Support Services

•Management of agency budget in coordination with the Executive Director

•Invoicing to funding sources including calculation of completed units of service

•Payroll manag3ement including tabulation of accrued employee benefits

•Regular meetings with Executive Director around fiscal planning

CUSTOMER SERVICE REP. – LABOR READY LLC – AUGUST 2006 – MARCH 2007

•Act as an ambassador to our clients and temporary associates

•Build business relationships with customers and temporary associates while providing excellent customer service

•Assist new applicants with the employment process, answer questions and qualify potential temporary associates for eligibility to work

•Assist with dispatch by preparing work tickets, distributing safety equipment, selecting associates for job assignments, and directing them to the job site location

•Occasionally drive associates to and from job sites

•Input, maintain and follow up on account receivable. Process credit applications and set credit limits

•Assist in associate payout and process payroll from completed work tickets

MENTAL HEALTH ADMIN. ASST/PAYROLL CLERK II – PICKAWAY CORRECTIONAL - SEPT 2004 – JULY -2006

•Perform day to day administrative functions and general office duties including but not limited to word processing, copying, filing and data entry

•Attend record and prepare minutes of all Behavioral Health Services meetings. Plan and prepare or supervise preparation of necessary materials for meetings at request of Behavioral Health Services Director and other management staff

•Maintain account and prepare reports regarding the disbursement of petty cash funds and incentive certificates for programs

•Enter data on all incoming and transferring inmates, maintain records, assisting nurses and psychologist with day-to-day operations

•Compile, type and distribute data for weekly, monthly, quarterly, and annual reports

•Initiate payroll during appropriate time and printing off checks

•Verify attendance hours worked and pay adjustments and post information onto designated records

•Have checks signed off and approved by the manager

•Update payroll records by entering changes in exemptions, insurance coverage, savings deductions, and job title and department

•Resolve payroll discrepancies by collecting and analyzing information

•Maintain payroll operations by following policies and procedures, reporting needed changes

•Maintain employee confidence and protects payroll operations by keeping information confidential

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