Heather Marie Ryan

** **** **** **

Dudley, MA **571

adyzft@r.postjobfree.com**

adyzft@r.postjobfree.com

774-***-****

I am looking for full or part time employment as a customer/patient service representative, patient access service representative, data entry clerk, medical records clerk, office management, office clerk, secretary, administrative assistant, receptionist, cashier,or etc. Due to personal medical issues Reliant Medical Care were not able to hold my position open after 8 months to a year due to illness. Then I began work (volunteering) as a PCA for my uncle as his full time caregiver. Since his passing he is no longer in need of around the clock care. Since he no longer requires any of my assistance and with my extensive & expansive knowledge & hands on experience, my abilities to effectively assist people in dire need of help & assistance in an efficient timely manner . I try to prepare for all possible scenarios good, bad and ugly but always hope for the best no matter what. The first request and ensuring that each customer feels as if they are my and the company’s only priority. Hiring me will not just benefit your company but my vast variety of work experiences, attention to details and my master ability to multitask allows me to accomplish more responsibilities in the same amount of time. I am courteous, friendly, respectful and empathetic to all customers, patients, fellow coworkers and anyone else attempting to contact you or do business with your company. I will be an amazing asset to your business/family. If you choose to give me the opportunity I guarantee that you will be far from disappointed and completely satisfied. I am a quick learner & I am in deep need of employment. I will do anything and everything to impress my employers but most importantly take deeply care of the people & families before anything else. The Patients &/or the customers deserve to be treated with utmost respect & dignity throughout all aspects of life. I’m presently looking for a remote/hybrid or in-person employment position. I have a variety of extremely precision & compassionate skills.

Work Experience

Customer Service Representative

Reliant Medical Group/Lakeview Medical Inc. - Auburn, MA

June 2015 to August 2016

Customer Service Representative & Dispatcher of Durable Medical Equipment

• Greeting, welcoming and assisting all walk in patients, sales representatives and any other persons that arrive at the facility.

• Telephone customer service, large volume call center, triage and direct all calls to the appropriate specialty department/ representative

• Responsible for scheduling the delivery of medical equipment to patients' homes or to them prior to facility discharge

• Scheduling recurring delivery of oxygen tanks and refills of stationary in home oxygen tanks

• Dispatch drivers’ routes & assignments

• Monitor & Assisting Drivers while out on roads & at customer’s locations

• Assigning of urgent tasks requests, amongst the drivers

• Scheduling appointments for equipment fittings

• Taking payments from patients in person or via telephone

• Verify Health Insurances’ coverage and patients’ benefits

• Basic office and computer functions (Specialty Computer Programs: EPIC (EMR), Microsoft Outlook, Word, Excel, & Power Point)

Patient Access Service Representative

UMass Memorial Medical Center - University Campus - Primary Care Outpatient Clinic - Worcester, MA

November 2004 to May 2014

Head Patient Access Service Representative of Creation, Integration, & Transition Team of Hospital-wide’s New Electronic Billing & Patient Online Portal Processes, Call Center & Telephone Triage and Back Office Department Lead Patient Access Service Representative

• Primary Care Clinic & Family Medicine's Medical Billing Manager

• Call center telephone triage manager; running and run and analyze telephone queue quality/service reports. (Personal Incoming calls average 85-120 per day. Department’s daily incoming call average 750-1200 calls)

• Managed the Department Customer Service Web Portal

• Assisting patients with scheduling appointments with outside doctor offices

• Scheduling internal office follow up appointments

• Radiology and medication prior authorizations with insurance companies

• Receiving requests from patients, pharmacies (electronically and via fax) and from providers directly to verifying accuracy, entering necessary information per provider instruction and completing the computerized renewal set up for the patient's prescriptions to allow the provider to verify, accept and sign. For written prescriptions also responsible to sign in to lock box and make available for patient pick up.

• Greeting & checking in patients for appointments

• Medical Transcription

• Responsible for being the first “test” department through out all of Umass Memorial outpatient clinics, including all 3 worcester campuses and regional clinics to implement the conversion from strictly paper billing to a computerized equivalent.

• Responsible for working directly with department heads, doctors, & systems analysts to design a completely new work flow and system for the conversion to make the transition as seamless as possible. • Attended meetings with hospital directors, department heads and coworkers in regards to the new policies and procedures and keeping them up to date with what had been working and had been keeping with a "LEAN" work flow

• Creation of reference manuals, tools, FAQs, important phone numbers and any other pertinent information that may be needed from daily use to a in depth training modules and workflows

• Assisted with the training & transition of additional outpatient clinics hospital wide with their departments doctors, management, and employees

• Significant Accomplishment: With my spear heading the billing department, even prior to and including the conversion, I was responsible for recovering $800,000 of revenue that would have gone unclaimed.

• Responsible for lead responsibilities and managing the service reps in conjunction with the nurse manager to ensure all work was attended to

• Master scheduling: The creation, adjustments and deletion of the physicians' master schedule templates

• Floor assignments, assuring that all physician have appropriate rooms and staff to see their scheduled patients for the day

• Special projects assigned by the Head Physician

• Responsible for training department new hire employees as well as training hospital wide staff including the physicians of the other outpatient clinics after creating new and changing old billing workflows once converted to an electronic system.

• Willing to work overtime to help any departments in need

• All basic office duties, proficient use of all office equipment, filing, faxing, copying, taking meeting notes, memos, creating forms, mass department communication via outlook email, on a daily basis

• Specialized Computer Software: Windows & Apple iOS, IDX Centricity, Allscripts, Medaptus, Id Xterm, Meditech, Microsoft Outlook, Word, Access, Excel, Power Point, & Adobe Photoshop.

• Completed and excelled in all employee classes, extracurriculars & workshops and completed all required certifications such as CPR & BLS certifications to name a few. Only expired due to ending of employment.

Executive Administrative Assistant to the Director of Nurses (FT)/CNA (PRN)

Life Care Center of Auburn - Auburn, MA

July 2006 to August 2008

Worked Full Time Hours here while also working Full Time at UMass

• Created and maintained the facility's nursing employees’ schedules

• Attended meetings, took notes and memos, then transcribed pertinent information and formatted them for facility distribution.

• Organized, thinned and filed patient medical records

• Typing letters, memos, policies and creating forms

• Entering and making changes to the Nurses’ Schedule

• Copying, faxing, and filing

• Microsoft Word, Microsoft Excel, VSS Pro

• Completing any and all duties requested by the Director of Nurses of either personal or professional nature on or off the facility's site.

• Assisting, setting up, and participating in activities for/with the residents

• CNA duties, mostly accompanying residents to doctor appointments, occasionally assisting with transferring, ADLs and assisting with meals, activities and provide other patient responsibilities on an as needed basis.

• Completed and excelled in all employee classes, extracurriculars & workshops and completed all required certifications such as CPR & BLS certifications to name a few. Only expired due to ending of employment.

Certified Nursing Assistant (FT - 2nd shift)

RADIUS HEALTH CARE of Millbury - Millbury, MA

July 2002 to November 2004

• Assisted patients with Activities of Daily Living (ADLs)

• Assisted patients in need with ambulating, toileting, transferring, and bathing as needed.

• Measured & Documented dietary and fluid intake and output of JP drains, Chest tubes, Catheters, ostomy bags etc.

• Assisting with the set up of activities for residents

• Assisting with transferring in to Beds, Chairs, Recliners, Wheelchairs, Stretchers, Cars and etc. Using gait belt, pivot method, two person lift or hoyer lifts

• Assistance with meal times, that food is delivered, and made easily accessible (ie opening containers and cartons when needed) and when necessary assistance given to those residents with difficulty feeding themselves, etc

• Monitoring & taking vital signs

• Serving meals

• Cleaning, organizing and sanitizing patient rooms

• Changing bed linens and making beds

• Performing post-mortem care, when necessary

• Completed and excelled in all employee classes, extracurriculars & workshops and completed all required certifications such as CPR & BLS certifications to name a few. Only expired due to ending of employment.

•

Skills

• Microsoft Office (10+ years)

• Wordpress (5 years)

• Photoshop (5 years)

• Billing (5 years)

• Customer Service (10+ years)

• Patient Activities of Daily Living (ADLs) (10+ years)

• Conflict Resolution (8 years)

• Quality Assurance (7 years)

• Scheduling (10+ years)

• Telephone Skills (10+ years)

• Training (10+ years)

• Sharepoint (10+ years)

• EKG (10+ years)

• Vital Signs (10+ years)

• Medical Terminology (10+ years)

• Transcription (8 years)

• Data Entry (10+ years)

• Microsoft Excel (10+ years)

• Primary Care Experience (8 years)

• Allscripts (8 years)

• Hoyer Lift (10+ years)

• Triage (10+ years)

• Epic (8 years)

• Medical Records (10+ years)

• Create/Convert to Lean work flows & processes (10+ years)

• Electronic Medical Records Systems (8 years)

• Medical Billing (8 years)

• Patient Caregiving (10+ years)

• Employee Orientation & Training (8 years)

• Insurance Verification (10+ years)

• Medical Scheduling (10+ years)

• Medical Coding (5 years)

• Office Management (5 years)

• Medical office experience (10+ years)

• Proofreading

• Front desk (10+ years)

• Supervising Experience (8 years)

• Microsoft Word (10+ years)

• Microsoft Outlook (10+ years)

• Anatomy Knowledge (10+ years)

• Office/Department Management (5 years)

• Recruiting (8 years)

• iOS (8 years)

• ICD-9 (8 years)

• CPT Coding (8 years)

• Google Suite (10+ years)

• Call center (10+ years)

• Multi-line phone systems (10+ years)

• Documentation review (10+ years)

• HIPAA (10+ years)

• Manage/Maintain Online Patient Portal (10+ years)

• Android OS (10+ years)

• Interoffice Communication via Phone, Email, IM, Memo, Mail or Face-to-Face (10+ years)

• Receptionist (10+ years)

• Office Checkout Desk (10+ years)

• Transcription of Medical Orders (10+ years)

• Inpatient Unit Clerk (10+ years)

• PCA/CNA (10+ years)

• Create/Maintain Department’s Employees Work Schedules (10+ years)

• Create/Manage/Maintain Providers’ Master Schedule Templates (10+ years)

• Basic Office Skills (10+ years)

• Filing (10+ years)

• Professional, Polite, Helpful, Friendly People Skills - in-person & all other media(10+ years)

• Superior Quality Customer Service Conflict Resolution (10+ years)

• Able to Work well Independently (10+ years)

• Able to Work well with a team under a team leader or as a team leader (10+ years)

Education

Passed in Nurse Aid Training Program - 6/2002

American Red Cross - Worcester, MA

State of Massachusetts Nursing Assistant Certification Test 7/2002- 6/2010

Diploma in College Prep

Holy Name High School - Worcester, MA

August 1995 to May 1999

Testing & Certificates

MA State Test- Certified Nursing Assistant

June 2002 to June 2010

Nursing Assistant- Red Cross

May 2002 to Present

In Massachusetts there is no expiration of the Red Cross class completion certificate.

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