Center Representative Contact
Resume:
Tammy Mercer
Temple, TX *****
*****.**********@*****.***
Professional Summary
I graduated from Belton high school in 1992. I love a job that is challenging that I can go above and beyond for and I love assisting others in anyway I can to get the jobs done. I believe in teamwork I believe in assisting others and I believe in accountability. Authorized to work in the US for any employer
Work Experience
Contact Center Representative
Baylor Scott & White Health-Temple, TX
January 2024 to Present
Responsible for professionally and enthusiastically answering incoming calls and electronic requests from patients, family members and other external parties to register new patients, schedule healthcare appointments, answer questions, handle complaints, troubleshoot problems and provide information on behalf of the institution.
Ensures accurate, compliant and timely registration of new patients to ensure optimal service and facilitate financial reimbursement. Identifies and resolves discrepancies or missing information and accurately enters data into the electronic medical record system. Verifies insurance coverage or determines patient self-pay responsibility and provides cost information. Schedules an appointment for the patient or family member with a financial counselor if appropriate. Schedules healthcare appointments based on need, patient request and in accordance with system and clinic guidelines. Interprets physician orders to schedule appointments and ancillary tests .Communicates appointment details and any required preparation for testing along with necessary paperwork and payment to facilitate on time arrival, appointment preparedness and optimal reimbursement. Writes clerical and clinical patient related messages from patients, family members and other healthcare professionals to administrative and provider staff. Identifies emergent patient situations based on caller information and coordinates immediate triage. Responsible for calming upset callers by providing a composed and professional demeanor and is able to identify and escalate priority issues for resolution. Also scheduling for all specialities as: urology, cardiology, nephrology, vascular, podiatry, optometry, ophthalmology, gastrology pediatrics specialties, such as endocrinology, gastrology, urology, neurosurgery orthopedics
BHA / Administration Assistant
Cedar Crest Hospital & RTC-Belton, TX
February 2023 to January 2024
Assisting patients in daily activities, help maintaining the safety and secured all patients, help with the emotional support of any and all patients. Keeping up with the paperwork and keeping the accountability’s of all patients. / Administration assistant: answering phone calls, sending out emails, processing mail, collecting deposit and processing deposits, assisting all Directors in any and all projects they might need of me to complete for them. Checking all visitors that come in the facility to make sure all are cleared, faxing and coping all items that are asked of me. Apprentice Plumber
Mustang plumbing-Round Rock, TX
May 2022 to January 2023
Walking new homes to make sure all requirements are met with codes and regulations processing all blueprints and red lines on where plumbing should be placed on new up coming homes. Assisting the plumbers with any achievements that they may need to complete all items trims and fixtures that need to be installed on new homes. Emailing builders on issues that may arise in issues that may have happened with the upcoming of new homes.
Supervisor
Faneuil/ Tx Tag-Austin, TX
May 2021 to May 2022
De-escalating calls directed to the supervisors reviewing customers complaints that were directed to Txtag, assisting with customers accounts and helping them understand the way that the toll roads and their charges have come onto their accounts assisting them with making payments rewriting their accounts to make it easier for them to pay their bill and to get out of debt. Processing vehicles with tolls and assisting customers with any and all updates that they may have on their accounts assisting and processing all payments from customers and from companies on their customers accounts. Security Guard
Allied Universal Security Services, Systems and So-Temple, TX March 2019 to May 2021
Data entry of all incoming and out going trucks and checking all trucks for items that are not allowed and entering all merchandise that is on the truck. Documenting all trucks coming and going to the facility 3rd party and HEB
Commissary Manager
TKC holdings-Conroe, TX
October 2018 to March 2019
Reports, processing commissary orders from the computer and off the telephone, passing commissary out to inmates, keeping up with vending sales and working closely with the correctional staff and any other job asked of me to complete
Correctional Officer
Texas Department of Criminal Justice (TDCJ)-Gatesville, TX December 2003 to September 2017
Conduct head counts to ensure that each prisoner is present.
• Monitor conduct of prisoners in housing unit, or during work or recreational activities, according to established policies, regulations, and procedures, to prevent escape or violence.
• Inspect conditions of locks, window bars, grills, doors, and gates at correctional facilities to ensure security and help prevent escapes.
• Record information, such as prisoner identification, charges, and incidences of inmate disturbance, and keep daily logs of prisoner activities.
• Search prisoners and vehicles and conduct shakedowns of cells for valuables and contraband, such as weapons or drugs.
• Search prisoners and vehicles and conduct shakedowns of cells for valuables and contraband, such as weapons or drugs.
• Use weapons, handcuffs, and physical force to maintain discipline and order among prisoners.
• Inspect mail for the presence of contraband.
• Guard facility entrances to screen visitors.
• Maintain records of prisoners' identification and charges.
• Process or book convicted individuals into prison.
• Settle disputes between inmates.
• Conduct fire, safety, and sanitation inspections.
• Provide to supervisors oral and written reports of the quality and quantity of work performed by inmates, inmate disturbances and rule violations, and unusual occurrences.
• Participate in required job training.
• Take prisoners into custody and escort to locations within and outside of facility, such as visiting room, courtroom, or airport.
• Serve meals, distribute commissary items, and dispense prescribed medication to prisoners.
• Counsel inmates and respond to legitimate questions, concerns, and requests.
• Drive passenger vehicles and trucks used to transport inmates to other institutions, courtrooms, hospitals, and work sites.
• Use nondisciplinary tools and equipment such as a computer.
• Assign duties to inmates, providing instructions as needed.
• Investigate crimes that have occurred within an institution, or assist police in their investigations of crimes and inmates.
• Issue clothing, tools, and other authorized items to inmates.
• Arrange daily schedules for prisoners including library visits, work assignments, family visits, and counseling appointments.
• Search for and recapture escapees.
• Supervise and coordinate work of other correctional service officers.
• Sponsor inmate recreational activities such as newspapers and self-help groups.
• Maintain safety and security of fellow officer and inmate. Billing Specialist
Kings Daughters-Temple, TX
February 1997 to November 2003
ICD 9 coding and billing, processing claims through the insurance companies, contacting insurance companies about unpaid claims and helping individuals understand what the insurance company is wanting and helping the individual gather all documents from the doctor and being able to process the claims, following up on all claims that have been processed for the clients and making sure all benefits have been properly paid. I am fluent on data entry, 10 keys touch, switchboard, filing and faxing of all paperwork dealing with claims and doctors visits.
Certified Nursing Assistant
CNA-Temple, TX
June 1994 to February 1997
Assisting in procedures with OBGYN doctors, assisting in FNA's and processing specimens and compiling reports and sending out reports to the doctors. Data entry, reporting to doctors with updated findings, helping with report reading of medical slides.
Assistant Manager
Leasing-Temple, TX
June 1990 to June 1994
Leasing apartments, entering in rent payments, applying late charges, helping with make readies, conducting walk through, answering calls, on call for weekend, opening and closing work orders, filing and faxing any and all correspondence to property home office. Showing apartments to new tenants. Assisting manager in all they may have to do in there day to day jobs also. Education
Belton High School - Belton, TX
January 1988 to December 1992
Skills
• Medical coding
• Plumbing
• Medical billing
• 10 key typing 10 key data entry billing specialist operator (8 years)
• Data Entry (8 years)
• Switchboard (9 years)
• Insurance Verification (5 years)
• Typing
• Data-Entry
• Data Entry Operator
• Customer Service
• Excel
• Word
Certifications and Licenses
CNA
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