Records Technician Customer Support

Nichelle M. Green

202-***-**** • ***************@*****.*** • Washington, DC

CAREER PROFILE

Experienced administrative and customer support professional with extensive experience in medical records handling, patient appointment scheduling and front-office administration. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excels in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with customers, internal staff, and partners.

PROFESSIONAL SKILLS

Microsoft Office Suite (Excel, Word, PowerPoint, Access

AHLTA

CHCS

Avaya

Genesys

WORK EXPERIENCE

IRMAC/ US Department of Defense (Contractor) – Washington, DC January 2019 – July 2022

Sr. Medical Appointment Coordinator

Received phone calls from patients and the Pro-active line.

Called patients, scheduled appointments with Primary Care Manager (PCM) and Specialty clinics.

Documented accepted appointments in the CHCS and IRMAC database.

If patient is registered in Relay Health, the Agent will book the appointment in the clinic nearest to the patient’s residence.

Document the JRMS database indicating that a Relay Health email was sent to the patient.

Searched for patient demographics in Composite Health Care System (CHCS).

Verified patient eligibility status in CHCS, EWRAS, and DEERS.

Provided clinic appointment access, T-cons to doctors and administrators. Search all MTFs for possible ROFR acceptance, based on clinic guidance and available appointments within the Composite Health Care System (CHCS).

Searched all MTFs for possible capability, based on clinic guidance and available appointments within the Composite Health Care System (CHCS).

Accurately and courteously scheduled appointments in accordance with NCR established standards, policies, and business rules, and the IRMAC Protocol Website for (600) plus clinic SOP’S

Corrected demographic data, by performing a mini registration update in DEERS (as necessary).

Compiled information into statistical reports.

Prioritized beneficiary appointments to be scheduled in accordance with Tricare Access to Care Standards and written guidelines.

Conducted DEERS eligibility checks on 100% of patients who request an appointment.

Verified and document eligibility of each patient to whom services are scheduled.

Directed all questions regarding beneficiary eligibility to the Chief, Patient Administration Division (PAD) at the MTF.

Gathered demographic data information and enter into the patient’s authorized record of medical treatment, AHLTA.

Forwarded telephone consults to designated triage nurse for PCM immediately following the completion of Tcon.

Walter Reed Medical Center – Washington, DC October 2013 – January 2019

Medical Records Technician

Assembled New Patient Medical Records.

Filed Medical Records.

Analyzed Medical Records using Essentris and entered info into CHCS.

Updated Medical Records after Doctors fulfilled their deficiencies.

Entered uncoded Medical Records on an Excel spreadsheet.

Printed out Attestation sheet for Coded Medical Record.

Checked the status of Medical Records for coding completion.

Maintained Inpatient and APV records.

Fulfilled Medical Records Requests as needed.

Destroyed Medical Records that were 5 years old.

Scanned in Medical Records.

Answered Medical Records calls and assisted as needed.

Closed and Thinned Medical Records as needed.

EDUCATION

University of Phoenix – Largo, MD February 2011

Pursued degree in Business Administration

Chamberlin Career Center – Washington, DC June 1987

Certificate of completion, General Business & Office Administration

Eastern Senior High School – Washington, DC June 1987

High School Diploma, General Studies

*References and prior employment history not listed can be provided upon request.

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