Customer Service Medical Billing

Tracy Dennis

**** ****** *****, ************, ** 72076

Ph: 501-***-**** **********@*******.***

Professional Summary

As an achievement-driven customer service professional and recent Medical Billing and Coding graduate, I offer your company over two decades of experience in providing exceptional service to customers and or patients working in a multitude of departments. With a medical billing and coding certification, I am proficient in medical terminology, computer skills, and equipped with extensive knowledge of medical insurance. Additionally, I have worked with multiple electronic medical records and specialize in providing excellent customer/patient service, making me a strong candidate for this position.

Skills

- Detail oriented

- Managing patient inquiries

- Team player

- Medical Billing & Coding

- Maintaining professionalism

- Building rapport with patients

- HIPAA Compliance and data entry

- Multitasking and problem-solving

- Insurance verification and billing

- Patient scheduling and calendar management

Experience

Patient Receptionist

EngageMED – Little Rock, AR Sept 2018 – July 2024

- Greeted and registered patients ensuring accurate collection of demographic and insurance information.

- Answer the phone calls and direct them appropriately.

- Schedule appointments according to office guidelines.

- Copy/Scan patient access related hardcopy materials (e.g. ID, referrals, insurance cards, etc.) into the correct location in the electronic medical record.

- Obtain accurate patient and insurance information, collecting copays, and deductible amounts.

- Prepare charts for patient appointments making sure all necessary information is updated and complete.

- Conduct all functions necessary for checking in and checking out patients, pricing services, collecting patient responsibility payments, and scheduling follow-up appointments.

- Perform duties involving record filing and retrieval and assisting with the filing of registration documentation in electronic medical records.

- Confirm next day appointments and alert patients as to what documentation is needed for the patient’s appointment.

- Follow up with patients regarding the Missed Appointment Policy and send out the appropriate communications.

- Verify patient’s insurance eligibility and benefits through all insurance carriers as needed.

- Maintained strict adherence to HIPAA regulations when handling sensitive patient information.

Customer Service Specialist Oct 2016 – Jan 2020

Best Buy - North Little Rock, AR

- Provide customer service by greeting and addressing every customer entering, in a friendly and respectful manner with enthusiasm.

- Complete and accurately process transactions associated with both in-store purchases and online order pick-ups.

- Follow proper procedures for customer check out sales of merchandise as well as cash handling procedures.

- Operating the cash register and handles return and exchange requests.

- Offer store solutions and answer basic questions about store programs, services, and product locations.

- Provide information on procedures and/or policies.

- Strong ability to prioritize and mult-task in a fast-paced environment.

- Complete daily tasks while facilitating additional responsibilities.

- Promote and sell accessories to customers who would benefit, to add to the stores revenue.

- Built a personal connection with each customer to maintain their loyalty with the company.

- Thanking the customer and promoting a positive, helpful and friendly environment including answering questions and resolving customer issues.

- Flex as coverage between Checkout, Store Pickup and Customer Service as necessary Accountable for driving positive NPS results at Checkout, Store Pickup and Customer Service.

- Develop strong relationships with customers while becoming a trusted advisor and partner in assisting them in making technology more functional in their lives. Work as a dependable Team Player with other employees to ensure customers, end-to-end needs are met and that no customer is left unserved or underserved. Patient Access Rep II Dec 2014-Apr 2016

Conifer - Little Rock, AR

- Greeting patients (ER, Outpatient) as they arrive to the front desk/info center and collecting the required data including ID, insurance, medical needs, etc. Arrange for immediate care to be given to patients who arrive in emergency. Highly skilled in the procedures of admission and registration of all patients into the hospital in polite and courteous manner.

- Thoroughly explain and secure hospital and patient legal forms: (Advance Directives, Conditions of Services, Consent for treatment and/or procedures including Financial, important message from Medicare, EMTALA, etc.)

- Scan protected health information. Create and file patient information charts/folders for upcoming med/hospital services.

- Educate the patients about patient financial liabilities, and employ proper compliant patient liability collection techniques before, during, and after date of service. Perform hospital cash reconciliation and secured payment entry in adherence to financial and cash control policies and procedures.

- Knowledge of verifying insurance, benefits, coverage and eligibility. Securing medical necessity checks/verification in accordance to Centers for Medicaid and Medicare services.

- Completing assigned registration financial clearance work lists activities.

- Obtain insurance authorizations for scheduled and unscheduled hospital services and secure inpatient visit notification to players.

- Prepare admitting and discharge records and forward them to proper departments. Carry out census and bed control functions so as to make sure proper bed placement and statistical data.

- Conduct intake interviews of patients in emergency once the patient is settled. Prepare patient discharge documentation and provide them with heads up on when to follow up.

- Multi-tasking, proper use of PC, CRT, Printers, Scanner and Fax.

- Perform essential duties in the Outpatient and Emergency Depts.

- Proper use of the ICD-9, ICD-10 Diagnosis Codes.

- Ability to work in a fast-paced environment.

- Able to appropriately interpret Physicians Orders.

- Schedule and confirm appointments for clients, customers, or supervisors. Sales/Store Manager Jan 2013-Jul 2014

General Nutrition Center - Jacksonville, AR

- Demonstrate superior product knowledge in assisting the customers.

- Answer product-based questions using knowledge from the company's training, merchandising bulletins, and other company approved information.

- Manage the operations, staffing, and sales/profit goals in a single assigned retail store.

- Sell merchandise to customers by the company's prescribed selling methods. Manages the revenue of the store which includes handling cash, delivery of deposits to the bank, and deposit reconciliation.

- Manages the store's inventory and merchandise using company's guidelines and policies.

- Managing projects contributing to committee and team success.

- Receive, check, and shelve all merchandise orders.

- Responsible for keeping the store clean and uncluttered.

- Completes store operational requirements by scheduling and assigning employees; following up on work results.

- Maintains store staff job results by coaching, counseling, and disciplining employees, planning, monitoring, and appraising job results.

- Maintains store staff by recruiting, selecting, orienting, and training employees. Use strong interpersonal skills and ethical behavior to manage the company's assets. Sales Associate/Customer Service Oct 2009-Apr 2012 Radio Shack - Cabot, AR

- Greet and address every customer in a friendly and respectful way with enthusiasm about technology.

- Maintain broad knowledge of all company products, services, and promotions. Provide customers with cutting-edge product and service solutions in a friendly, confident and knowledgeable manner.

- Connect and communicate to create a loyal Radio Shack customer base by becoming your neighborhood electronics stores.

- Forge strong business relationships with the vendor partners.

- Show pride in the store by maintaining exceptional store standards through stocking, cleaning, merchandising, price audits, inventories, etc.

- Track and follow-up all customer requests in a timely manner.

- Work with product and sales team to address and resolve customer issues efficiently.

- Treat the store as your own and perform other duties as needed that will contribute to the success of the business.

- Train and assist staff with computer usage.

Education

Certified Respiratory Therapist Jun 1996

Pulaski Technical College - Little Rock, AR

Licensed Cosmetologist - Cosmetology July 1987

Arthur's Beauty College, Inc. - Jacksonville, AR

High School Diploma Diploma

Westover Sr High School - Fayetteville, NC

Medical Billing and Coding Program Jan 2024

University of Pheonix

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