Customer Service Member Team
Resume:
Christal L. Pierce
Chesapeake Beach, MD 20732
Cell: 240-***-****
Email: adxag3@r.postjobfree.com
Decisive, action-oriented and results-focused professional offering 21 years experience in the US Air Force as a Medical Journeyman. The last 15 years have been focused on supervising and educating both military and civilian government personnel and managing several different hospital services to include inpatient and outpatient support. I am trained as a Basic Life Support Provider. I possess a thorough understanding of the Health Insurance Portability and Accountability Act (HIPAA) standards and guidelines as well as the Armed Forces Health Longitudinal Technology Application, AHLTA, Clinical Information System (CIS), and the Composite Health Care System (CHCS). I have extensive experience with the Uniformed Services Health Benefits Program (USHBP), which includes a working understanding of the TRICARE program.
Education Experience
University of Maryland University College (UMUC)
Bachelors of Health Service Management Degree 112 of 120 credit hours completed
Professional Experience
Clinic Manager
Righttime Medical Urgent Care Clinic
Waldorf, MD
August 2018 – Present
Responsible for managing the daily operations, facility resources and staff to ensure that the clinic is running smoothly and that patient flow is at its optimum.
Plans and prepares work schedules and assigns employees to specific duties.
Hires, trains, and evaluates Center operations' employees in consultation with Human Resources. Assists Center Medical Director with the hiring, training, disciplining and terminating of back office personnel.
Assists in developing and maintaining new policies, procedures and training programs for the Center.
Prepares and reviews operational reports and schedules to ensure accuracy and efficiency.
Ensure patient insurance eligibility to ensure optimal care.
Explained rights to patients and resolved insurance issues
Resolved issues involving disputed claims, appeals and debt collection.
Ensures payment processing of bills in accordance with corporate policy and insurance contracts and manages disputes as needed.
Provides technical support and/or resources to client and Center personnel as needed.
Supports Leadership Team to identify problems with service to clients.
Trained of staff in changes in health care benefits and policies to ensure consistent and productive customer service.
Performs other duties as assigned.
Benefits Assistant
Digital Mobile Innovations, LLC
April 2018 – August 2018
Provide assistance to employees regarding benefit information including insurance and short/long term disability and military leave status updates
Provide and update benefit contribution information to ensure accurate benefit deductions during payroll processing
Review and approve new hire and year round benefit enrollments and updates
Provide direct assistance to Benefits Manager with invoicing of vendors
Provide weekly New Employee Orientation regarding the benefit programs and offered services both face to face and via phone orientation
Run weekly reports and update in ADP workforce programs to ensure accuracy of benefit information.
Ensure coordination with Benefit Vendors to include Fidelity Investments and Discovery Benefits for Health Saving Accounts and 401k Retirement Plans
Business Assistant
Heartland Dental/Neibauer Dental Care of Brandywine
December 2016 – March 2018
Provide accurate treatment plans with updated/current insurance coverage and patient financial responsibility.
Use Dentrix Dental System to schedule appointments, verify insurance to include primary and secondary coverage.
Assist with Accounts Receivable in processing insurance/patient payments, collecting of outstanding debts and reviews of insurance denials.
Provide customer service to patients, outside laboratory accounts, and associate offices in providing outstanding patient/customer service.
Provide detailed financial processing of daily office activities regarding credit card transactions, insurance payments and financing programs in end of day process.
Assist Practice Manager in completing required reports to ensure prompt processing of insurance claims and patient debt collection.
Practice Manager
Calvert Primary Care of Dunkirk/Twin Beaches
Jun 2015 – Oct 2016
Provide counseling and assistance to patients with beneficiary problems, explaining other available programs and services being offered.
Provide training to staff and physicians on the latest benefits and changes to insurance policies and procedures.
Identify and act on errors in patient insurance documentation in conjunction with billing office policy and procedures
Issue statements of non-availability to patients to fail to meet the hospital’s policies on attendance and financial responsibilities
Analyze the efficiency of clinic’s health care procedures and recommend changes to management to better implement patient care.
Responsible for managing the daily operations, facility resources and staff to ensure that the clinic is running smoothly and that patient flow is at its optimum.
Maintains records to ensure compliance for Meaningful Use as part of Medicare
Use and train staff regarding updates in use of Nextgen Electronic Heath Record system.
Clinic Manager
Righttime Medical Urgent Care Clinic
Annapolis, MD
March 2011 – June 2015
Responsible for managing the daily operations, facility resources and staff to ensure that the clinic is running smoothly and that patient flow is at its optimum.
Plans and prepares work schedules and assigns employees to specific duties.
Hires, trains, and evaluates Center operations' employees in consultation with Human Resources. Assists Center Medical Director with the hiring, training, disciplining and terminating of back office personnel.
Assists in developing and maintaining new policies, procedures and training programs for the Center.
Prepares and reviews operational reports and schedules to ensure accuracy and efficiency.
Ensure patient insurance eligibility to ensure optimal care.
Explained rights to patients and resolved insurance issues
Resolved issues involving disputed claims, appeals and debt collection.
Ensures payment processing of bills in accordance with corporate policy and insurance contracts and manages disputes as needed.
Provides technical support and/or resources to client and Center personnel as needed.
Supports Leadership Team to identify problems with service to clients.
Trained of staff in changes in health care benefits and policies to ensure consistent and productive customer service.
Performs other duties as assigned.
Medical Services Craftsman, USAF
Mid-Level Management
Family Health Clinic
August 2009 to February 2011
Served as the Non-commissioned Officer in Charge (NCOIC) as well as Patient Advocate for 14 employees in a Family Health Clinic.
Provided medical and administrative support to five thousand active duty, retired military families and 14 employees to include military and civilians.
Instructed BLS, ACLS, and EMT Courses, ensured compliance of all required training was met and all documentation/reports completed per Military Training Network.
Trained newly assigned personnel to unit standards as well as HIPPA/Joint Commission standards, and quality/safety programs.
Highly knowledgeable of TRICARE policies and procedures.
Maintained hard copy and digital patient records/documentation ensured completion of all required reports and patient information.
Created/maintained physician and staff schedules, schedule patient appointments and provider/staff training.
Education and training monitor for outpatient clinic setting, provided monthly and quarterly training and assured documentation within digital training records and reports to senior leadership.
Medical Services Craftsman, USAF
Mid-Level Management
Medical-Surgical Inpatient Unit
November 2007 to August 2009
Served as the (NCOIC) and Patient Advocate and direct supervisor of 19 military and civilian employees on a 20 bed Medical-Surgical ward.
Supervision included completion of annual evaluation reports on both military and civilian employees as well as monthly evaluation of 4 contractor employees.
Participated in the unit's management by providing, assessing and improving optimum patient satisfaction/relations and reporting directly to the facility patient advocate.
Trained staff on protocols, digital patient documentation and ensured compliance of HIPAA standards as well as Health Services requirements and Joint Commission Standards.
Education and Training monitor, trained on unit procedures, BLS, EMT and ensured all required training was completed and documented in digital education training records, as well as routing reports to senior leadership.
Medical Services Craftsman, USAF
Mid-Level Management
Intensive Care Unit
November 2005 to October 2007
Overhauled ICU master training plan kept 12 active duty members abreast of changing guidelines, most improved in minimal time.
Primed unit for closure; distributed critical care supplies within the medical group, which avoided over ten thousand dollars of loss of unused items.
Trained newly assigned members and oversaw all training facets; which reduced training/orientation time by 50%, which includes unit required training, BLS and EMT courses.
Education and training monitor, ensured all training was documented and transferred from hard-copy records to digital documentation.
Provided leadership to 12 active duty members as shift leader, ensured compliance of all shift requirements and digital chart documentation.
Medical Services Craftsman, USAF
Mid-Level Management
Family Practice Clinic
November 2003 to October 2005
Telephoned and rescheduled 75 pre-booked patients during short notice clinic closure.
Revamped primary care training binder, and provided up to date guide for requirements.
Shift manager; orchestrated daily operations of 5-member team in Air Force's largest Family Practice Clinic, facilitated 25,000 visits annually.
Standardized 29 enlisted training records, organized detailed clinical contents and minimized training variability as well as meeting all training deadlines in minimal time.
Formulated prospective staff schedules, which optimized appointment availability, and maximized manpower utilization.
Implemented and updated procedure/surgical preparation instructions for all patient encounters, which optimized support for both providers and staff assistants.
Researched/filed paperwork; reduced flight back log by 50% which improved records availability to primary care providers and sub-specialty providers.
Revamped clinical forms processes and provided up-to-date guide to sustain clinical operations, which simplified daily operations.
Education and training monitor, provided and documented all unit and military required training, updated in hard copy records meeting all HSI and JC standards.
Medical Services Craftsman, USAF
Mid-Level Management
Gastroenterology Clinic (GI)
December 2000 to October 2003
Managed supplies and equipments valued in excess of one million dollars for busy sub-specialty clinic.
Provided administrative and technical support to eight physicians and three nurses while seeing over 400 acute and chronically-ill patients per month.
Created provider schedules and tracked procedure/patient schedules ensuring on-time care needs met.
Coordinated the integration of a new Chiropractic clinic in limited time and procured equipments at no cost to the facility, saving the hospital ten thousand dollars.
Administrative and technical knowledge increased clinic accessibility by decreasing wait list and patient back log.
Medical Service Journeyman, USAF
Intensive Care Unit (ICU)
March 1997 to December 2000
Coordinated and taught heart rhythm/monitor watch, critical care and cardiac assessment courses, increased technician skills.
Interpreted EKGs
Performed Holter tests.
Assisted in coordination and instructing a 2 week critical care course offered Air Force Wide, provided students extensive information on multi-system care and treatment.
Critical Care Educator and education monitor, trained newly assigned and re-certified staff on all unit training to include invasive procedures, critical care monitoring and heart rhythm interpretation.
Maintained all training documentation and assisted other units on training documentation, meeting inspection requirements.
Medical Service Journeyman, USAF
Family Practice Clinic (FPC)
March 1994 to February 1997
Revamped unit's pathology/tissue specimens tracking system, improvements ensured the accurate/timely management of over 800 reports, and meeting standard of care.
Dedicated shift leader, delegated duties and assigned tasks to employees and ensured proper follow up, well as all shift documentation completed.
Education and training monitor, trained 20 staff members in unit required training and ensured maintenance of BLS certification for both physicians and support staff.
Medical Service Journeyman, USAF
Intensive Care Unit (ICU)
March 1993 to February 1994
Organized and coordinated intravenous training for all critical care unit technicians, ensured 100% compliance and met infection control standards.
Quality Improvement coordinator, presented and implemented improvements with the critical care unit, and ensured proper follow up was completed and documented.
Maintained Emergency Medical Technician certification and assisted in training of newly assigned personnel.
Medical Service Specialist, USAF
10th Aeromedical Staging Facility (ASF)
August 1989 to February 1993
Provided safe transport from aeromedical aircraft to the medical facility to over 16,000 patients.
Assisted in several multicultural humanitarian aeromedical mission, despite language and cultural barriers.
Instrumental in developing text and format of a pass policy letter, helping in reducing patient confusion.
1 of 10 staff members to receive National Emergency Medical Technician certification, aided in advanced treatment of wounded and routine patients.
Contact this candidate