Customer Service Access Rep
Resume:
Angie Richardson
**********@*****.***
Employment History
Peacehealth Hire date Nov 2017
Patient Access Rep Feb 13th 2022- April 2023
• Pre-registers/registers patients with accurate patient demographic, financial data. May register patients using varying methods depending upon location, which may include mobile cart.
• Collects patient balances, co-payment, co-insurance, or other payment types.
• Verifies coverage and ensures all insurance requirements are met, as well as obtaining all prior authorization and/or referrals as appropriate prior to patient arrival.
• Responds to customer's inquiries.
• Assists with departmental coverage as needed.
• Manages daily appointment schedules which may include reminder calls and calling all referrals.
• May transport patients utilizing escort or wheeled transport equipment.
• Performs other duties as assigned.
Peace health
Cafeteria Associate Feb 2018 to Current.
Food prep
Trained in multiple cafeteria positions,
Customer service, dish room, trayline, food prep, cashier,
Trainer
Pacific Interpreters September 2012 - November 2014
Provided equal access for Limited English Proficient individuals for over the phone interpreting
Reduced patient/client effort and enhance satisfaction, increasing the likelihood of a positive outcome.
Reduced risk of misdiagnosis or wrong prescriptions, and reduced the length and number of hospital visits, by obtaining the appropriate interpreter for the client and their needs.
First call resolution and lower average call handle time.
Comply with government mandates HIPAA, and industry standards i.e. The Joint Commission Roadmap and the PCI Data Security Standard.
Average between 200-300 inbound calls per shift
Vesta Corporation September 2011-2012
Escalations Agent
Provided first time call resolution over the phone processing payments while giving excellent customer service using Word, Excel and Microsoft Office for five different cell phone company programs. Provided customer service on calls resolving billing issues, adding minutes to upgrade their plans, and transferring customers to other departments.
Answering Multiple Phone Lines 350 plus calls per day
Processed Refunds
Processed Payments
Provided excellent Customer Service
Microsoft Office, Word, and Excel
Randstad Sept 2010-2011
Call Center Customer Service
Provided excellent customer service provided first time call resolution over the phone processing payments while giving excellent customer service using five different Cell phone Company Programs, and transferring customers to other departments.
Order Processing Agent
Transferring calls to other Departments
Answered incoming calls to process payments over the phone
Processed calls to refill minutes for cell phones
Processed 180 calls per day
Education
Lane Community College April 2016-August 2017
Basic Healthcare Certificate Current in: Anatomy, Coding CPT, ICD 10, Office Procedures, EHR Provider Office, Legal and Ethics, 30 wpm
Portland Community College
One year Career Pathway Certificate Administration January 2015- March 2016
Microsoft Office, Excel, Word, Intermediate Word, Publisher, Access, filing, 30 wpm
Angie Richardson
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Education(continued)
Anthem College June 2009-March 2010
Medical Billing and Coding Program
Insurance Appeals, Medical Manager, Medisoft, OSHA Standards, CPT / ICD-9/ HCPCS,HIPAA Training Certificate, OSHA Training Certificate, HIV/AIDS Awareness Training Typing 35 wpm.
Externship Feb 2010-March 2010
Providence Regional Business Center
Completed 160 hours of supervised training with insurance Verification, Accounts Receivable follow-up, processing and reconciliation of claims, worked primarily with Providence Health Plan and VA accounts, Cigna, Health net, Pyramid, Lifewise, Aetna, ODS, Blue Cross/Blue Shield
Skills Practiced and Developed
Medical billing procedures, EOB reconciliation, Insurance terminology, Posting to accounts, Claims submission, capable of handling multiple phone lines, Medical terminology, Anatomy& Physiology, filing and faxing, scheduling, front office procedures, extensive customer service, keyboarding, Ten-Key 3822 DPM, CMS 1500/UB 04 forms, collections techniques,Verifying Insurance Appeals, Medical Manager, Medisoft, OSHA Standards,CPT / ICD-9/ HCPCS,HIPAA Training Certificate, OSHA Training Certificate, HIV/AIDS Awareness Training Typing 40 wpm
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