Customer Service Front Desk

Lorinda Harris

Powhatan, VA. ***** 804-***-****

*******.********@*****.***

PROFESSIONAL

SUMMARY

Detail-oriented and knowledgeable front desk supervisor skilled at completing patient-facing and office-based tasks by applying strong multitasking and organizational abilities. Independent worker with extensive medical experience and fastidious nature dedicated to optimal patient care. SKILLS

• Administrative Management Skills

• Excellent Customer Service

Support

• Scheduling Appointments

• Patient Registration and Insurance

Verification

• Extensive ICD-9 and CPT coding

knowledge

• Medic-Tech, all scripts and EMR

experience

• Abides by all HIPAA laws and

regulations

• Credit Balancing

• Typing 50 WPM

• MS Office: Word, Excel

• Able to handle accounts and cash

efficiently

• Effective Multitasking

WORK HISTORY

SCHEDULER 08/2022 to 01/2023

James River Cardiology

• Scheduled patients for testing, new patient appointments, and follow-up appointments

• Scheduled patients for monitoring devices

• Collected co-payments and adding them to the spreadsheets

• Called the authorization department to get pre authorizations for patients

• Gave out information on outside testing

• Answered telephone calls to offer office information, answer questions, and direct calls to staff.

• Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.

• Managed multiple schedules and prioritized tasks to meet demands of fast- paced work environment.

• Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.

FRONT DESK SUPERVISOR 03/2019 to 08/2020

Sleep Clinics Of America

• Coordinated patient scheduling, check-in, check-out and payments for billing.

• Adhered to strict HIPAA guidelines to protect patient privacy.

• Managed multi-line phone system and pleasantly greeted patients.

• Checked patient insurance, demographic, and health history to keep information current.

• Organized paperwork such as charts and reports for office and patient needs.

• Helped patient’s complete necessary medical forms and documentation.

• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

RECEPTIONIST 02/2017 to 11/2017

Tuckahoe Orthopedics

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

• Confirmed appointments, communicated with clients, and updated client records.

• Answered phone promptly and directed incoming calls to correct offices.

• Kept reception area clean and neat to give visitors positive first impression.

• Managed multiple tasks and met time-sensitive deadlines.

• Addressed and remedied all patient or team member issues.

• Checked patient insurance, demographic, and health history to keep information current.

• Helped patient’s complete necessary medical forms and documentation.

• Organized paperwork such as charts and reports for office and patient needs.

• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.

• Obtained payments from patients and scanned identification and insurance cards.

CUSTOMER SERVICE REPRESENTATIVE 03/2015 to 07/2015 Virginia Custom Building

• Handled customer inquiries and suggestions courteously and professionally.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

• Completed inventory accounts to keep records current and promote accurate ordering for six locations.

• Provided clerical support to company employees by copying, faxing, and filing documents.

• Restocked supplies and submitted purchase orders to maintain stock levels.

• Managed time efficiently in order to complete all tasks within deadlines. DELI CLERK 07/2014 to 03/2015

Martin's Supermarkets

• Greeted customers at counter to fulfill requests and answer questions.

• Maintained clean, trash-free workspaces to maximize productivity and safety.

• Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.

• Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.

• Delivered exemplary customer service to guests, even in peak business periods to promote retention.

STUDENT ACCOUNT REPRESENTATIVE 05/2013 to 07/2014

Virginia Union University

• Responded to student inquiries and provided detailed account information.

• Maintained accurate records of student accounts, payments and payment plans.

• Researched billing errors and discrepancies to initiate corrective action.

• Established relationships with students to encourage payment of delinquent accounts.

• Answered constant flow of customer calls with minimal wait times.

• Participated in team meetings and training sessions to stay informed about product updates and changes.

CALL CENTER REPRESENTATIVE 06/2011 to 05/2013

GSI

• Responded to customer calls and emails to answer questions about products and services.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

• Demonstrated working knowledge of Medic-Tech, all scripts and EMR

• Registered new patients in electronic medical record prior to scheduling appointments.

• Updated patient information and insurance details for accurate electronic medical records.

• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.

FRONT OFFICE COORDINATOR 02/2002 to 06/2011

Richmond Primary Care

• Reconciled daily payments received and prepared deposits for smooth office finances.

• Received, recorded and filed medical payments by check, cash, and credit card.

• Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.

• Collect patient and client documents and information upon referral.

• Created and updated records and files to maintain document compliance.

• Aided colleagues, managers, and customers through regular communication and assistance.

• Adhered to strict HIPAA guidelines to protect patient privacy.

• Updated patient information and insurance details for accurate electronic medical records.

• Coordinated patient scheduling, check-in, check-out and payments for billing.

• Prepared patient charts by gathering and organizing medical records ahead of appointments.

• Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.

• Obtained pre-authorization from insurance companies ahead of medical services.

• Scanned medical records in digital format for easy retrieval and accessibility.

• Trained new staff on procedures, policies and customer service. FRONT DESK SUPERVISOR 01/2023 to CURRENT

Capital Area Health Network

• Scheduled and assigned daily work and activities for team members.

• Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.

• Assessed processes and procedures, complying with OSHA, and HIPAA regulations.

• Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.

• Addressed and remedied all patient or team member issues.

• Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.

• Managed 12 employees with various personalities and from different cultures for large 12-physician practice.

• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.

• Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.

EDUCATION

Medical Assistant Certificate

Beta Technical Business School, Richmond, VA

Diploma

. Powhatan High School, Powhatan, VA

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