Customer Service Data Entry
Resume:
SUNRISE FLA, *****
************@*****.***
CHIN, MELISSA
OBJECTIVE Organized, goal-oriented, team player seeking a position in an established medical office supporting physicians, nurses, and other medical staff to facilitate patient care.
SKILLS & ABILITIES • Healthcare Billing Experience: Extensive experience in healthcare billing with a solid understanding of medical coding (CPT, ICD-10, HCPCS) and insurance regulations.
• Leadership: Demonstrated ability to lead and inspire teams effectively.
• Analytical Skills: Strong ability to analyze billing data and identify trends and patterns.
• Technical Proficiency: Proficient with electronic health records (EHR) systems and billing software.
• Communication: Exceptional written and verbal communication skills for interactions with patients, insurance companies, and internal teams.
• Medical Terminology: In-depth knowledge of medical terminology.
• Customer Service: Experienced in providing excellent customer service.
• Interpersonal Skills: Strong interpersonal abilities for effective collaboration and relationship- building.
• Organizational Skills: Highly organized, with a focus on efficient communication and task management.
• Technical Troubleshooting: Basic troubleshooting skills for resolving issues.
• Software Proficiency: Skilled in Outlook, Microsoft Office Suite, Excel, PowerPoint, EPIC Healthcare, Availity, Citrix Systems, and job-specific software.
• Recruitment & Training: Experience in recruitment and training of staff.
• Insurance Verification: Proficient in insurance verification processes.
• Delegation: Skilled in task delegation to ensure optimal team performance.
• Multitasking: Excellent multitasking abilities in a fast-paced environment.
• Scheduling & Task Management: Efficient in scheduling and setting tasks with follow-up to ensure completion.
• Typing & Data Entry: 50+ WPM and proficient in ten-key data entry. EXPERIENCE
MEMORIAL HEALTHCARE SYSTEM, MIRAMAR (BILLING SUPERVISOR) September 2024-Present
• Supervise a team of billing specialists, assigning tasks, and providing training, coaching, and performance evaluations.
• Monitor staff productivity and identify areas for improvement.
• Address staff concerns and resolve conflicts.
• Ensure accurate and timely submission of patient claims to insurance companies.
• Review patient demographics, medical records, and coding for accuracy before billing. Page 2
• Monitor and manage outstanding accounts receivable.
• Identify and address billing errors or discrepancies.
• Stay updated on current healthcare billing regulations and coding guidelines.
• Implement compliance measures to prevent billing errors and fraud.
• Conduct regular audits to ensure adherence to billing standards
• Analyze billing data to identify trends and potential revenue opportunities.
• Develop strategies to improve collection rates and reduce denials.
• Collaborate with other departments like patient registration and clinical staff to optimize billing processes.
• Generate regular reports on key billing metrics, including outstanding receivables, denial rates, and collection trends.
• Analyze data to identify areas for improvement and implement corrective actions. MEMORIAL HEALTHCARE SYSTEM, MIRAMAR (SUPERVISOR PATIENT ACCESS CENTER) (MCVI, MNI)
Feb 2022-September
• Supervise and coach a team of patient access representatives, assigning tasks, monitoring performance, and providing feedback to optimize productivity and quality standards.
• Conduct staff meetings to communicate important updates, address concerns, and provide training on new procedures or policies.
• Address employee issues and performance concerns promptly and effectively.
• Monitor the accuracy of patient demographic and insurance information collected by the team, ensuring compliance with HIPAA regulations.
• Ensure proper pre-registration processes followed to streamline patient check-in procedures.
• Resolve registration issues, including insurance verification and eligibility checks, to minimize delays in patient care.
• Monitor patient volume and staffing levels to adjust schedules as needed to maintain efficient patient flow.
• Analyze key performance indicators (KPIs) related to patient access, such as registration times, appointment scheduling, and insurance verification accuracy.
• Identify areas for improvement and implement process changes to enhance patient experience and operational efficiency.
Page 3
• Foster a positive patient experience by addressing patient inquiries, concerns, and complaints promptly and professionally.
• Train staff on effective communication techniques to provide clear and concise information to patients.
• Ensure patient confidentiality is maintained.
• Work closely with clinical staff, billing department, and other healthcare providers to coordinate patient care and address any registration or insurance verification issues.
• Collaborate with the Patient Access Center manager to implement new initiatives and strategic plans.
MEMORIAL HEALTHCARE SYSTEM, MIRAMAR (TEAM LEAD PATIENT ACCESS CENTER) June 2021-feb 2022
• Supervise, evaluate, and train staff.
• Manage patient representative complaints or issues that arise.
• Ensure patient representatives verify insurance and authorizations.
• Complete patient registration, ensure all forms are appropriately signed.
• Assist in training all new hires.
• Assist in managerial duties by delegating task.
• Assist management with, training, recruitment, and daily functions.
• Ensure HIPPA is followed.
• Cpt codes and ICD 10 codes are verified prior to billing. MEMORIAL HEALTHCARE SYSTEM, MIRAMAR (PATIENT FINANICIAL REPRESENTITIVE) May 2019-June 2020
• Patient education: Advising patients on their insurance coverage, benefits, and financial responsibilities.
• Payment arrangements: Setting up payment plans, collecting payments, and negotiating payment options.
• Account analysis: Reviewing and analyzing patient insurance coverage, and developing action plans to help resolve financial responsibilities.
• Communication: Responding to patient inquiries, and communicating with insurance companies, billing agencies, and collections agencies
• Documentation: Completing reports and logs, and documenting collection activities
• Patient assistance: Helping patients navigate paperwork, applying for benefits, and finding programs to help with medical bills
• Advocacy: Advising patients on Charity Care or Medicaid opportunities September 2017 – August 2019
ACCOUNT BILLING SERVICES, COMCAST
• Process billing set-up for customers accurately and timely for invoice runs.
• Adjust billing parameters as needed in case of contract changes.
• Research and resolve customer disputes and complex customer escalations. Page 4
• Accurately process sales tax, fees and other miscellaneous charges. Process, track and maintain account records accurately.
• Communicate billing details to high level customer representatives.
• Prepare billing reconciliations and root cause analysis.
• Meet or exceed departmental key performance indicators.
• Professionally interact and engage multiple operational groups across the company and outside clients.
• Represent company in a professional and positive manner in all facets.
• Support end users: Provide basic support to end users, including troubleshooting, responding to calls, and establishing user accounts
• Install and replace equipment: Install new equipment for users and replace equipment that is not working
• Educate users: Teach users how to operate computers and software
• Make recommendations: Provide recommendations on computer-related needs
• Track problems: Track problems in a ticket tracking system and escalate them to second-level support when needed
• Perform trend analysis: Analyze systems to ensure they are performing optimally
• Develop documentation: Create and improve documentation to help with problem analysis and resolution
• Follow procedures: Comply with all established procedures and policies, including system security guidelines
October 2015 – October 2017
Guest relations services, EUROPEAN WAX CENTER (EWC)
• Answering questions: Responding to guest inquiries about amenities, local attractions, directions, etc.
• Handling complaints: Addressing guest concerns promptly and professionally, attempting to resolve issues to their satisfaction.
• Managing special requests: Arranging for specific needs or accommodations as requested by guests.
• Providing information about facilities: Detailing available services like dining options, spa treatments, activities, etc.
• Maintaining guest records: Keeping track of guest details and preferences for personalized service.
• Building rapport: Creating positive interactions with guests to foster loyalty and positive experiences.
October 2013 – October 2015
Assistant manager, FAMOUS FOOTWEAR
• Review staff performance and offer constructive feedback.
• Collaborate with team leads on setting and achieving team-specific goals
• Purchase inventory based on current trends, availability of new products and customer interest.
• Display merchandise to maximize purchasing appeal. Page 5
• Organize sales and product demonstrations.
• Write sales and customer reports and make recommendations for improvements.
• Interact with customers and resolve complaints or grievances August 2009 – September 2013
Key Holder, HYATT REGENCY
• Opening and closing procedures:
• Unlocking doors, activating security systems, performing pre-shift and post-shift checks, ensuring the building is properly secured.
• Guest check-in/check-out assistance:
• Handling guest registrations, issuing room keys, managing late check-outs, and addressing simple guest inquiries.
• Security monitoring:
• Regularly patrolling the property, checking for potential security risks, responding to alarms, and maintaining key card access logs.
• Cash handling:
• Managing cash transactions at the front desk, balancing cash drawers, and making deposits.
• Overseeing the work of other front desk staff during their shift, assigning tasks, and ensuring proper customer service standards are met.
• Incident reporting:
• Documenting any security issues, guest complaints, or maintenance concerns. 2007-2009
Customer Service, Bed Bath Beyond
• Answering customer questions:
• Providing detailed information about products, including features, benefits, and usage.
• Navigating the store layout to locate specific items and assisting with product comparisons.
• Handling customer complaints:
• Listening to customer issues, attempting to resolve them on the spot, and escalating complex problems to management when necessary.
• Operating the register, accurately scanning items, and handling payments.
• Promoting sales and promotions: Keeping shelves stocked, straightening merchandise, and ensuring a clean shopping environment.
• Adhering to established guidelines regarding customer service standards, returns, and exchanges.
2005-2006
Sales Associate, DSW
• Complete customer transactions while following DSW’s policies and procedures.
• Responsible for accuracy in counting money and providing correct change.
• Operate a calculator and enter data via the register keyboard.
• Partner with the Customer Experience Leader (CEL) when customer situations and service issues escalate.
Page 6
• Follow all asset protection policies and procedures. 2004-2005
Cashier, Publix
• Customer interaction: Greeting customers, making eye contact, and providing friendly service.
• Scanning items: Accurately scanning all items purchased by customers using the POS system.
• Payment processing: Handling cash, credit cards, debit cards, checks, and coupons accurately.
• Bagging groceries: Properly bagging items to ensure customer convenience.
• Price checks: Verifying prices of items when requested by customers.
• Cash drawer management: Maintaining a balanced cash drawer by counting money at the beginning and end of each shift.
• Resolving issues: Addressing customer concerns regarding pricing, coupons, or product availability.
*Will provide more experience upon request.
EDUCATION BROWARD COLLEGE
GPA. 3.5
• AS in Medical Management 2023
• Bachelor of Science in Information Technology – 2024-Present,
(Expected Graduation: 2025)
DEGREES/CERTIFICATES
• MEDICAL OFFICE SUPPORT CERTIFICATION
• OFFICE SPECIALIST CERTIFICATION
• MEDICAL OFFICE MANAGEMENT CERTIFICATION
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