Call Center Customer Service/Patient Registrar

Beverly Boddie

** ****** ******, ********, ** ***16 347-***-**** *********@*****.***

Linkedin.com/in/b-boddie-3ab59150

Call Center Agent Auditing Patients Appointments

Patient Registrar/Scheduler Team Leader

Customer Service Managed Care and Commercial Insurance

WORK EXPERIENCE

Marie Cherry Building Property Brooklyn, NY •12/2023 - Present

Personal Assistant

•Schedule appointments •travel arrangements •handle incoming calls • assist with up-keep of building property •rent collections from tenants, •enter information into computer spreadsheet • Address, and resolve resident’s questions and concerns •Report any problems or issues to the owner. • Part-time Mon-Fri

Change Healthcare Call Center Long Island City, NY & Nashville, TN

Remote 04/2020 – 02/2023

Patient Registrar/Quality Assurance Analyst, Call Center 2 (Date Promoted) 03/2014 - 02/2023

Knowledge of the call center department & concepts, practices, and procedures for hospital solutions. Reinforce an environment that exceeds customers' expectations and inspires employees. This includes screening recorded or live calls and spot-checking work to ensure quality and investigate, if necessary, excellent customer service, and adherence to our policies and procedures.

Gathering information and constantly updating specifications on the various changes happening in the quality audit field.

Understand all key responsibilities of each role and track an employee’s performance.

Compliance with 42 CFR confidentiality and HIPAA privacy and security regulations.

Health Care Patient Registrar/Call Center Agent and Customer Service 03/2012 – 03/2014

Verify patient demographics; Register new patients; Enter health insurance information.

Assign new patients’ doctors; schedule and cancel appointments.

Take prescription information from pharmacists & patients.

Send referral requests to doctors/Take messages for doctors and staff.

Answer questions and direct the patient to the correct department for care.

Compliance with 42 CFR confidentiality and HIPAA privacy and security regulations.

1-800 WeAnswer New York, NY

9/2012 to 4/2014

Call Center Agent/Representative

Customer Service; Survey Interviewer; Answering service: Provide complete inbound and outbound telephone call center services. Conduct interviews and opinion polling services. Set appointments for other companies’ campaigns.

Education:

Diploma in Academic - Highest level 12th Grade

Louis D. Brandeis H.S. 145 W. 84 Street New York, NY 10024 09/1974 - 06/1978

Marymount College New York, NY, USA 02/2002 - 06/2002

Reading & Math

Computer Skills

Received IDX Provider Scheduling Training from (Continuum Health Partners)

Proficient with the: Cerner & Infinity EMR Software,

Microsoft Office Application & Microsoft Excel

Salesforce

Appointment Registration & Scheduling

Customer Service

Proficient with various managed care and commercial health insurance information

Proficient in Q&A Auditing by screening approximately 160 recorded or live calls a month and spot-checking work to ensure quality.

Detailed-oriented, heavy Inbound call volume approximately 80-150

Ensure that any errors are corrected by the Agents.

Keep track of all complaints, investigate, and resolve issues.

EPIC: In Epic Only to review messages, demographics, prescriptions, audit scheduled appointments, canceled appointments, new appointments, and Insurance verification

(Note: I have not scheduled any patient appts in EPIC, I’ve only audited appointments in Epic)

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