Customer Service Primary Care

JACQUELINE GLENN

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PROFESSIONAL SUMMARY

To secure a meaningful position in a professional medical setting where I can focus on the needs of the patient and build on my strengths and skills. Conscientious Healthcare professional offering over 20 years of experience in fast-paced settings. Competent in organizing charts, preparing patient rooms and supporting diagnostic processes through laboratory testing and medication administration. Positive and upbeat with excellent communication skills.

SKILLS

Skills & Abilities

Customer service, medical and pharmacy

authorizations, injections, knowledge of

immunizations, triage, maintain office flow, CLIA

regulated lab guidelines, VFC, vitals, phlebotomy, minor procedures, assist with wound changes

and gyne exams, EKG technique, supply

management and ordering, medical terminology,

pharmacology, insurance verification, scheduling,

previous management of primary care office.

HIPAA Compliance

Rapid Strep Testing

Medical Histories and Vital Statistics

Patient Scheduling

Exam Room Preparation

Inventory and Supply Management

Proper Waste Disposal

Pulse Oximetry

Basic Laboratory Tests

Electronic Health Records

Medical Terminology

Injection Administration

Payment Collection

Vital Sign Monitoring

Answering Questions

Completing Insurance Forms

Medication Side Effect Knowledge

Complex Problem-Solving

Managing Medical Laboratory Equipment

Vitals Collection and Documentation

Logging Messages

Multi-Line Telephone System Operation

Pulmonary Function Measurement

Patient Chart Tracking

Centrifuge Operation

Dressing Removal

Resource Management

Telephonic Triage

Sterilize Instruments

Performing EKGs

Active Learning

Flu Vaccinations

Cleaning and Sanitizing

Updating Medical Records

Coordinating Drug Refills

Injury Treatment

Operating EKG Equipment

Venipuncture Expertise

X-Ray Processing

Testing Proficiency

Patient Engagement

Patient Assessments

McKees Rocks, PA 15136 412-***-**** *****************@*****.*** Skin Pricks

Efficiency Improvement

Needs Assessment

Supporting Daily Living Needs

Transportation Assistance

Family Medicine

Specimen Collection

Continuous Quality Improvement (CQI)

Healthcare Procedures

EPIC EMR

Patient Flow Coordination

Remote Video Conferencing

Patient Health Information Access

WORK HISTORY

02/2023 - Current

Certified Medical Assistant

UPMC St. Margaret's Hospital - Three Rivers Orthopedic Associates Sanitized, restocked and organized exam rooms and medical equipment. Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.

Conducted preliminary patient evaluations measuring weight, temperature and blood pressure. Documented vital signs and health history for patients in clinic and hospital environments. Collected and documented patient medical information such as blood pressure and weight. Directed patients to exam rooms, fielded questions and prepared for physician examinations. Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.

Directed patients to examining rooms and coordinated transportation assistance as necessary. Arranged surgeries with surgical center, confirming times with patients and preparing admission and consent forms.

Performed or scheduled preventive maintenance on equipment to promote longevity of use, troubleshooting technical issues and coordinating repairs. Performed clerical duties, such as word processing, data entry, answering phones and filing. Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.

Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes. Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.

Explained procedures to patients to reduce anxieties and increase patient cooperation. Oriented and trained new staff on proper procedures and policies. Efficiently performed insurance verifications, pre-certifications and pre-authorization functions. Prepared lab specimens for diagnostic evaluation.

Updated inventory, expiration and vaccine logs to maintain current tracking documentation. Collected pertinent data and calculations to aid physician in interpreting results. 03/2021 - 12/2022

Health Management Coordinator

AHN - Infectious Diseases

Register patients, verify insurance, schedule follow ups, coordinate care with outside physicians and facilities, authorize refills with standing protocol, obtain lab results and radiology exam reports, manage provider schedules, other duties as assigned.

Participated in committees to discuss electronic health records and methods to improve overall workflows.

Implemented new coding and billing procedures that helped alleviate number of denied claims from insurance carriers.

Maintained accuracy, completeness and security for medical records and health information. Input data into computer programs and filing systems. Communicated effectively with staff, patients and insurance companies by email and telephone. Followed exact procedures for handling transfers and other releases of medical records. Accurately pulled patient records for upcoming appointments and procedures, typically within Number-hour period.

Utilized Software to manage and confirm patient data, such as insurance, demographic and medical history information.

Handled high-volume data entry of demographics, disease etiology and extent and associated procedures or treatments.

Used correct diagnosis-related groups based on patient encounter details. Used classification manuals to gain additional knowledge of disease and diagnoses processes. Collaborated closely with physicians and nursing staff to improve quality of patient records documentation.

02/2018 - 03/2021

Lead Certified Senior Medical Assistant

AHN - Pulmonary And Critical Care Division

Authorize biologics, allergy testing, allergy injections, scheduling and other duties assigned Sanitized, restocked and organized exam rooms and medical equipment. Directed patients to exam rooms, fielded questions and prepared for physician examinations. Documented vital signs and health history for patients in clinic and hospital environments. Collected and documented patient medical information such as blood pressure and weight. Called and faxed pharmacies to submit prescriptions and refills. Assisted with routine checks and diagnostic testing by collecting and processing specimens. Taught patients about medications, procedures and care plan instructions. Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.

Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.

Gathered forms and copied insurance cards to collect patient information for billing and insurance filing. Prepared and administered medications to alleviate patient symptoms. Performed clerical duties, such as word processing, data entry, answering phones and filing. Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.

Explained procedures to patients to reduce anxieties and increase patient cooperation. Maintained detailed records of test results by entering data and patient information into computer. Liaised with patients and addressed inquiries, appointment requests and billing questions. Oriented and trained new staff on proper procedures and policies. Efficiently performed insurance verifications, pre-certifications and pre-authorization functions. Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.

Prepared lab specimens for diagnostic evaluation.

Measured patient pulse oximetry.

Updated inventory, expiration and vaccine logs to maintain current tracking documentation. Implemented care and efficiency improvements to support and enhance office operations. Collected pertinent data and calculations to aid physician in interpreting results. Conducted monthly and quarterly inventory of supplies using facility cost reporting records. Measured patient spirometry.

Monitored Type test accuracy using quality controls. 02/2017 - 02/2018

Clinical Medical Assistant

East Liberty Family Health Care Center

Triage, phlebotomy, injections, immunizations, assist with minor procedures, scheduling, other duties as assigned

Assisted with routine checks and diagnostic testing by collecting and processing specimens. Documented vital signs and health history for patients in clinic and hospital environments. Directed patients to exam rooms, fielded questions and prepared for physician examinations. Prepared and administered medications to alleviate patient symptoms. Sanitized, restocked and organized exam rooms and medical equipment. Called and faxed pharmacies to submit prescriptions and refills. Taught patients about medications, procedures and care plan instructions. Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.

Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.

Gathered forms and copied insurance cards to collect patient information for billing and insurance filing. Reviewed physician's calendar and scheduled patient appointments by telephone and in-person. Performed venipuncture and administered vaccinations for patients between ages of Number and Number.

Comforted anxious patients before procedures and listened to concerns, offering support and compassion.

Restocked supplies in front office and in patient exam rooms to stay in line with expected patient levels. Assisted with patients, supported physical and emotional needs across multiple sites and locations. Equipped patients with assistance required for basic care. Supported patients across various hospitals with both physical and emotional needs. Collected and documented patient medical information such as blood pressure and weight. Performed clerical duties, such as word processing, data entry, answering phones and filing. Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.

Explained procedures to patients to reduce anxieties and increase patient cooperation. Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes. Maintained detailed records of test results by entering data and patient information into computer. Liaised with patients and addressed inquiries, appointment requests and billing questions. Oriented and trained new staff on proper procedures and policies. Efficiently performed insurance verifications, pre-certifications and pre-authorization functions. Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.

Prepared lab specimens for diagnostic evaluation.

Measured patient pulse oximetry.

Updated inventory, expiration and vaccine logs to maintain current tracking documentation. Implemented care and efficiency improvements to support and enhance office operations. Collected pertinent data and calculations to aid physician in interpreting results. Conducted monthly and quarterly inventory of supplies using facility cost reporting records. Measured patient spirometry.

Followed appropriate procedures to minimize patient's exposure to radiation. Monitored Type test accuracy using quality controls. 02/2012 - 01/2017

Office Manager

Pittsburgh Mercy Health Center

Assigned weekly duties to staff, triage, rooming patients, office supplies, clinic office duties such as referrals, authorizations, mock drills, POC testing, venipunctures, phlebotomy, injections, CLIA, VFC and other duties as assigned

Managed physician schedules, built relationships with outside collaborative including hospital networks, Allegheny County Jail, pharmacies, shelters, Mercy Behavioral, WPIC, community programs, etc. Maintained computer and physical filing systems.

Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving. Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping. Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.

Managed office operations while scheduling appointments for department managers. Coached new hires on company processes while managing employees to achieve maximum production.

Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.

Coordinated special projects and managed schedules. Compared vendor prices and negotiated for optimal savings. Evaluated employee records and productivity to complete employee evaluations. Developed standard operating procedures for all administrative employees. Utilized client and staff feedback to maintain customer partnerships and increase revenue. Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.

Sourced vendors for special project needs and negotiated contracts. Arranged corporate and office conferences for company employees and guests. Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.

Prepared meeting materials and took clear notes to distribute to stakeholders. Oversaw quality control and productivity rates to increase revenue and production times. Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.

Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.

EDUCATION

Ultrasound Diagnostic School - Pittsburgh, PA

GPA: 3.8, excelled in all courses

ADDITIONAL INFORMATION

2

CERTIFICATIONS

CCMA - Certified Clinical Medical Assistant

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