Customer Service Call Center

VERONICA MCNEIL

**** ********** ******* **********, ** 36037 334-***-**** ********@******.**.***

PROFESSIONAL PROFILE

Well-rounded professional backed by management, medical coding, administrative, healthcare industry, call center, and customer service experience. Able to provide timely and accurate data to ensure reimbursement for patient services. Follow policies, procedures, and guidelines to ensure consistent quality.

Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.

Written and verbal communication skills necessary to work with patients and healthcare providers.

Strong organizational and time management skills with ability to establish priorities to meet timelines.

Pay close attention to detail for accurate and compliant documentation.

Electronic Medical Records (EMR) – CPSI EMR Software.

Microsoft Office Applications – Word, Excel, and PowerPoint Type 40 WPM with 100% accuracy.

KEY QUALIFICATIONS

Medical Billing Accounts Receivable Collections Co-Pay Deductibles Co-Insurance EOBs

Revenue Cycle Management Posting Payments Government (Medicare & Medicaid) Third Party Payers

Electronic Health Records (EHR) Electronic Medical Records (EMR) Managed Care (HMO PPO POS)

Workers Compensation Insurance Verification Insurance Claim Processing CMS 1500 CMS 1450 (UB-04)

Front Office Operations Medical Office Procedures Scheduling Medical Terminology

Anatomy & Physiology HIPAA Compliance Medical Coding (ICD-10-CM HCPCS CPT)

EDUCATION AND PROFESSIONAL DEVELOPMENT

Ultimate Medical Academy Diploma – Medical Billing and Coding, 2025

Reid State Technical College Cosmetology, 2009

State of Alabama Licensed Cosmetologist

Auburn University Montgomery Certificate – Teacher Assistant

Lurleen B Wallace Jr. College Certificate – Computer Science

PROFESSIONAL EXPERIENCE

Warren Behavioral Care, Inc. – Troy, AL 12/2022 – 01/2025

Assistant Manager

Provide support to Manager, lead and motivate 4 team members, and to supervise day-to-day activities.

Handle medical billing and ICD-10 and CPT coding, schedule appointments, and accept and post payments.

Ensure excellent customer service and serve as point of contact for customer needs.

Delegated tasks and make certain employees followed policies and procedures.

Regional Medical Center of Central Alabama– Greenville, AL 01/2024 – 12/2024

Medical Receptionist / Registration Communication

Served as initial point of contact, greeted patients, and maintained a warm and welcoming atmosphere.

Handled inbound and outbound calls, scheduled appointments, and collected documents and payments.

Entered patient demographic information into computer and verified insurance coverage.

Ensured strict adherence to security and confidentiality guidelines as outlined in HIPAA.

KW Call Center – Greenville, AL 03/2024 – 03/2025

Customer Service Representative / Call Center Agent – Remote

Served as initial contact, made outbound calls, and responded to customer inquiries.

Followed call script and asked political survey questions to potential voters and communicated clearly.

Documented activity in caller accounts in an accurate manner and ensured confidentiality.

AJ Howard Trucking – Greenville, AL 01/2019 – 06/2023

Greenville High School – Greenville, AL 08/2019 – 08/2022

Administrative Assistant / Receptionist

Handled inbound and outbound telephone calls, scheduled appointments, and maintained files.

Managed general administrative activities to ensure efficient day-to-day operations of the office.

Prioritized and managed workload to meet deadlines and provided professional customer service.

ADDITIONAL EXPERIENCE

Prior work history includes 3 years of Certified Nursing Assistant / CNA experience at Crowne Health Care, Monitored Medical Alerts, Troubleshoot Medical Devices

VOLUNTEER EXPERIENCE

Volunteer experience includes 7 years of work as Event Support and Digital Assistance at Greenville High School

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