Medical Records Customer Experience
Resume:
Stephanie Frost
Dependable
Bassett, VA *****
**********@*******.***
Dedicated, results driven Customer Experience Professional with 6 years of experience delivering exceptional support and fostering positive customer experiences, both in traditional and remote work environments. Proven track record of resolving inquires and complaints, with a customer-centric approach. Skilled in active listening, problem-solving, and effective communication, which have been honed while working remotely the past 4 years. Adapt at utilizing Citrix, and CRM software tools to streamline processes and exceed service standards. Committed to ensuring customer satisfaction and loyalty through prompt, friendly, and efficient service. Seeking to leverage expertise to contribute to a dynamic team and drive excellence in customer support. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Medical Records Auditor
RemX Specialty Staffing
July 2023 to March 2024
• Meticulously examine medical records to verify the precision of coding, billing, and supporting clinical documentation.
• Assisting in Record Requests: When necessary, assist pursuit staff by requesting relevant medical records.
• Data Analysis and Research: Engage in data analysis and research within the organization’s data systems.
• Auditing Billing Data: Audit CMS and/or commercial insurance billing data collected from physician and hospital medical records, ensuring adherence to coding and reimbursement guidelines.
• Maintaining Knowledge: Staying up-to-date with requirements and guidance related to audit duties, including ICD-9 and CMS guidelines.
• Productivity and Collaboration: Adhering to measured productivity requirements, participating in module testing, and sharing departmental responsibilities as assigned.
• HIPAA Knowledge: Understanding HIPAA privacy and security regulations when handling patient information.
• Regulatory Awareness: Staying informed about current and changing regulatory requirements related to coding and compliance.
• Billing Process Familiarity: Understanding physician billing processes and medical record audit procedures.
• Medical Terminology: Proficiency in medical terminology. Customer Care Advocate
Conduent-Remote, VA
April 2022 to May 2023
• Delivered high level of service and support to members as a company ambassador while following all HIPPA guidelines.
• Built strong knowledge of Medicare product lines to assist members and new customers selecting products.
• Met team and client performance metrics, goals and deadlines.
• Used CRM for data entry of customer information for quality control purposes.
• Served as a friendly first point of contact for customer inquiries.
• Offered current policy and service information to members in easy-to-understand terminology thus eliminating jargon.
• Managed time by prioritizing workload and juggling multiple tasks simultaneously.
• Provided solutions, and recommendations with empathy, positive feedback, active listening and professionalism.
Survey Research Interviewer
The Mega Force Staffing Group-Remote, VA
September 2021 to February 2022
• Conducted telephone screenings and in -depth interviews to collect information for a US survey on behalf of the CDC.
• Logged interviewing activities including successful interviews, messages left and inability-to-contact.
• Applied interpersonal skills to build trust and help individuals open up.
• Documented verbatim interview data at 35 typing words per minute.
• Analyzed and summarized survey data, representing information with tables, graphs and fact sheets.
• Designed survey instruments and materials based on determined objectives.
• Monitored ongoing surveys to assess progress and performance against targets based on available reports and response rate determinations.
• Handled 100+ interviews per day and following up with non - responsive individuals. Customer Care Specialist
Results CX-Martinsville, VA
February 2017 to September 2021
• Documented detailed notes in CRM and salesforce systems to track customer interactions.
• Completed large numbers of technical support tickets each week.
• Maintained a high level of first-call resolutions.
• Made informed decisions under stressful circumstances.
• Diagnosed and resolved reported issues through systematic troubleshooting, incident triage and escalation procedure that augmented customer service experiences.
• Supporting non-technical users by quickly investigating and resolving hardware and software issues.
• Completed paperwork for orders and new service actions .
• Navigated multiple systems to identify the source of issues.
• De-escalated customer complaints using specialized communication techniques.
• Communicated with clients over phone, email, and chat platforms.
• Processed orders and coordinated delivery schedules to meet customer needs. PCA/Caregiver
Team Nurse-Bassett, VA
January 2014 to May 2020
• Provide assistance with daily activities, such as bathing, dressing, grooming, and toileting
• Prepare meals and snacks according to dietary requirements
• Assist with light housekeeping tasks, such as laundry, vacuuming, and dusting
• Accompany clients to medical appointments and provide transportation as needed
• Assist with medication reminders and administration
• Provide companionship and emotional support to clients
• Monitor client health and safety, and report any changes to the appropriate parties
• Assist with mobility, such as transferring from bed to wheelchair
• Provide assistance with physical therapy exercises
• Assist with errands, such as grocery shopping and picking up prescriptions
• Participate in recreational activities with clients
• Provide assistance with personal care, such as hair and nail care Education
High school diploma in Key skills and characteristics Bassett High School - Bassett, VA
May 2010 to June 2010
Skills
• Data Entry
• characteristics
• Call Center Procedures
• Remote access software
• Member Account Management
• Customer Service Excellence
• Active Listening
• Time Management
• Conflict Resolution
• Strong attention to detail and ability to produce high -quality work
• Technical Support
• Salesforce
• Network Support
• Microsoft Windows
• Triage
• Software Troubleshooting
• VPN
• Help Desk
• Operating Systems
• Active Directory
• Troubleshooting
• DHCP
• Mac OS
• LAN
• CRM Software
• System Administration
• Microsoft Windows Server
• Desktop Support
• VMWare
• Authentication
• Linux
• EMR Systems
• Citrix
• Microsoft Exchange
• Medicare (4 years)
• Caregiving (6 years)
Languages
• English - Fluent
Certifications and Licenses
Driver's License
PCA
March 2015 to Present
Contact this candidate