Customer Service Quality Assurance

ANTOINETTE BRANTLEY

**** ****** **. *******, ***** 77022 · 832-***-****

**********.**********@*****.***

Objective: Seeking a full-time position to join an established organization, where I can leverage my professional office management experience, knowledge and skills in Administrative Support, Customer Service, Billing Management, Patient account management as a valued member on a team of committed professionals.

SKILLS

●Create Policies and Procedures for Quality Assurance with workflows for an organization according to government healthcare guidelines

●Medical billing using EPIC, Sap, IDX, TES for medical Billing, Management, Supervisor and front desk experience

●Retrieval and storage of general journal information using Excel and DB

●Extensive Billing, insurance verification experience using various websites

●6000+ keystrokes of data entry

●Successful Manager of 12 employees in clinical Support and operation settings

●Billing Floor Supervisor

●Effective interpersonal skills and customer service for doctors and patients

●Certified Dental Assistant in the State of Texas

●Typing speed: 55 wpm

●Monthly Auditor for Billing Team

●Coaching for Team Mental Stability

●Trainer for New Employees

●EPIC Super User

Experience

2017- Present

Supervisor of Billing Operations, Kelsey-Seybold Clinic

Assisted Director and Manager with Billing Operations Policies and Procedures for the customer service billing department Team, Monthly Auditor for Quality assurance. Assisted and coached Team with daily performance goals, Assisted with Supervisor calls for Irate Patients/Customers. Run Reports for daily totals and performance goals for the billing/customer service team, Monitored Dashboard for inbound/outbound calls. Filed claims, Liaison with every department at Kelsey-Seybold for clinic, patient, insurance and team concerns. Assisted walk-in patients at the business office for billing concerns, Performed and organized team meetings and meeting agendas. Created training manual and testing material for all new employees and refreshers for existing employees. Trained new employees. Trained Sr Reps for Leadership positions. Daily coaching for team mental stability. Assisted with Quarterly Evaluations for the team.

2009 – 2017

Sr Patient affairs coordinator, Houston Methodist hospital

Scheduled and prepared patient chart for clinical visits and review Executed accounts receivable responsibilities for patient accounts Checked patients in and out for scheduled appointments Assisted with various office duties such as office management, faxing, typing, calendar management, telephone calls Batch maintenance handling large amounts of money on a daily basis Precertification and insurance verification Manage front desk for clinical operations

2003 – 2008

Manager of Clinical Operations/ Patient Financial Accounts Specialist II Baylor college of medicine

Executed accounts receivable responsibilities for patient accounts Scheduled and prepared patient chart for clinical visits and checked patients in and out for their scheduled appointments Assisted with various office duties such as office management, faxing, typing, managed team calendar, assisted team with telephone calls and did payroll entry for team. Experienced in using Microsoft software such Word, Excel, PowerPoint and Outlook Batch maintenance handling large amounts of money on a daily basis Utilization management for Surgery, MRI, CT scans, precertification and insurance verification Ordered supplies for clinical staff Supervised and administrated daily work requirements for team of seven people Edited accounts using TES Editing for filing medical claims Weekly updates of completion of duties and responsibilities for entire team and practice. EDI Eligibility

2001-2003

Customer Service Representative, MCI-Phone Service

Experienced in using Microsoft software such as excel to store information Assistant Supervisor for twenty-five customer service representatives Effectively trouble shoot customer issues with outstanding customer service skills Successfully performed switchboard operation throughout various networks

Education

September 2000

certified dental assistant, astrodome dental career center

1991

high school diploma, forest brook high school

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