KAREN NELSON

***** ******* ****, *** ***

Willoughby Hills, Ohio 44092

216-***-**** adwryv@r.postjobfree.com

QUALIFICATIONS

Dedicated, results-producing Healthcare Administration Professional with outstanding experience in the medical industry. Analytical thinker with strategic planning skills, capable of delivering exceptional workflow support within medical office environments. Effective and articulate communicator with ability to collaborate with professionals and patients from all walks of life and from diverse cultural backgrounds. Highly proficient with Microsoft Word, Excel, & Outlook, Athena, Impact, electronic medical records (EMR), and other industry-specific software. Experienced with ICD-10-CM, billing, medical terminology and transcription, insurance, scheduling, and more. Adept at providing outstanding customer service in fast-paced and highly regulated environments.

EDUCATION & CERTIFICATIONS

INDIANA WESLEYAN UNIVERSITY, Cleveland, Ohio Campus

Masters of Business Management, Anticipated November 2017

UNIVERSITY OF PHOENIX, Cleveland, Ohio Campus

Bachelor of Health Administration Management, June 2015

Led a five-member team in researching and formulating a report on various electronic communication devices used in the healthcare industry; included a focus on EMR, email, paging, and texting.

CLEVELAND INSTITUTE OF DENTAL-MEDICAL ASSISTANTS, INC., Lyndhurst, Ohio

Medical Secretary Diploma, 2010

Registry Eligible: CPC, NRCAHA

TRI C COMMUNITY COLLEGE, Cleveland, Ohio

General Coursework, 2009

Basic Life Support/CPR – American Heart Association

Blood Borne Pathogens – National Safety Council

PROFESSIONAL EXPERIENCE

UNIVERSITY HOSPITALS, Beachwood, Ohio 2012 – Present

Secretary 1, Pediatric Gastroenterology & Nutrition Department (2013-Present)

• Enable physicians and nurse practitioners to focus on only the most critical issues by providing administrative support to 4 of the providers as well as to any of the remaining 10 in the department, as needed; additionally, periodically cover the Emergency Pediatrics Medicine Department.

• Ensure charts are updated electronically and according to regulations, manage providers’ schedules, answer multiple telephone lines, operate fax and copy machines, monitor the scan basket, order supplies as needed, process expense reports, and complete other administrative projects.

• Contribute to an optimized patient experience by offering outstanding customer service as first point of contact within the medical center; includes greeting patients and visitors in a prompt, courteous, and helpful manner, and providing unit orientation for newly-admitted and transferred patients.

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PROFESSIONAL EXPERIENCE

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UNIVERSITY HOSPITALS, Beachwood, Ohio

Secretary 1, Pediatric Gastroenterology & Nutrition Department (Continued)

• Adhere to procedures while processing patient admissions, transfers, and discharges; includes entering accurate intake information into the system.

• Ensure expedient claim authorizations by verifying demographic and insurance information; issue necessary forms to patients, providing clear instructions and assistance completion of forms.

• Promote maximum utilization of facilities and staffing by maintaining a comprehensive knowledge of hospital policies and procedures; advise patients on resources available hospital-wide.

• While covering Emergency Pediatrics Medicine, reconcile daily patient logs against charts and charges, provide daily billing and other reports to various departments in a timely manner, locate reports as needed, and upload information into the pediatric master system.

Key Contributions

• Participated in the conversion from paper charts to EMR; allowed immediate information transfer and faster response, increased accuracy and timeliness with clinical documentation, improved coordination of care, propelled productivity, and boosted billing accuracy.

• Recently transitioned to a Soaring scheduling system, enabling all patient information to be captured when scheduling appointments; replaced the Athena system, which did not have this capability.

• Instrumental in optimizing productivity and revenue by proactively implementing a system of contacting patients’ parents to confirm appointments.

• Established a database of team member demographics and emergency contact information.

Medical Receptionist via Maxim Healthcare Agency (2012-2013)

• Served in this position via a temporary agency; transitioned from temporary to permanent employment.

PREDICTIVE BIOSCIENCES, Cleveland, Ohio 2011 – 2012

Specimen Accessioner

• Ensured accurate and timely specimen distribution by employing Path-Tee Supplyline logistics system to process incoming shipments.

• Recorded patient data, including sensitive personal information and test order specifications; expediently and accurately input all information into Orchard and COPIA systems.

• Prepared laboratory specimens for designated departments prior to laboratory analysis and testing.

• Updated the departmental director on specimen inventories.

FAITH MEDICAL ASSOCIATES, Shaker Heights, Ohio 2010 – 2011

Medical Biller

• Contributed to ongoing cash flow by accurately processing patients’ medical insurance claims; included verifying eligibility, preauthorizing services, inputting claims, processing paper claims, and responding to patients’ billing inquiries via the telephone; additionally, processed returned mail.

NETWORK RADIOLOGY, Mayfield Heights, Ohio 2010

Medical Secretary Externship

• Facilitated smooth administrative operations by scheduling and confirming appointments, processing daily coding, verifying patients’ balances for billing, preparing and maintaining files according to regulatory compliance, and interacting professionally with patients in person and on the telephone.

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MENORAH PARK CENTER FOR SENIOR LIVING, Beachwood, Ohio 2009

State Tested Nursing Assistant

• Enhanced patients’ quality of life by assisting dependent and independent residents with activities of daily living (ADL) and performing any other duties as specified by the nursing staff.

E- SERVICES INTERNATIONAL, Saint Catherine, Jamaica 2006 – 2008

Customer Service Representative

• Generated revenue and increased client base and retention while providing outstanding customer service by working with a team on closing sales; recognized as one of the top representatives, earning the highest level of bonuses; customers regularly sought out supervisors to offer praise for services.

SIRIUS XM RADIO, Saint Catherine, Jamaica 2005 – 2008

Customer Service Representative

• Recognized as one of the top sellers; included promotion into the customer retention department and subsequently an offer for promotion into a Quality Analyst position; met daily quotas, provided customer service excellence, and consistently upsold products and services.

• Stayed abreast of all products, services, and promotions.

• Identified and rapidly resolved customers’ challenges employing problem-solving abilities; fostered sound customer relationships within a very diverse customer base.

• Contributed to an organized customer relationship management (CRM) system by documenting all customer details, communications, and sales in the system.

WEST COMPANY, Saint Catherine, Jamaica 2004 – 2006

Telemarketer & Customer Service Representative, BellSouth

• Drove sales of BellSouth telecommunications services to customers in the United States.

• Resolved or escalated customer service issues in a prompt and professional manner by employing active listening skills to ascertain and troubleshoot the issues.

ADDITIONAL

Volunteer, Euclid Lutheran Church: Participate in volunteer activities, including delivering food and shelter services for those less fortunate.

Member, Jamaican Cultural Association: Volunteer for fundraising and events.

Former Member, Family Promise Program: Provided basic necessities such as food, clothing, shelter, and childcare services to families in need.

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