Call Center Medical Billing

Location:

St. Cloud, FL

Posted:

April 23, 2025

Contact this candidate

Resume:

KIMBERLY KOHLER

Saint Cloud, FL *****

************@*****.*** / 407-***-****

QUALIFICATIONS PROFILE

Proven leader in healthcare coordination, I excelled at AcariaHealth Specialty Pharmacy by enhancing team productivity and patient satisfaction. Skilled in Medical Billing and adept at conflict resolution, I consistently improved service standards, achieving top productivity marks. My expertise in EMR systems and ability to train effectively set me apart, driving operational excellence and compliance.

KEY STRENGTHS

Medical Administrative Assistant

Medical Terminology

Patient Processing

Patient Registration

Medical Billing

Medical Records Management

Release of Information

HIPAA Compliance

Anatomy & Physiology

Electronic Health Records

EHR

EMR

Greenway

Computer Information Systems

Medical Transcription

Office Accounting

MS Office

MS Word

Medical Laws & Ethics

Path Physiology for Medical Office

Principles of Management

Call Center Operations

Reporting

Work Assignments

Call Monitoring

Coaching

Avaya CMS Supervisor

Microsoft Offices

Web-Based Applications

ScriptMed

Call Copy

Uptivity

CMS/Avaya

ADP

PROFESSIONAL PROFILE

Sales Representative / Liberator Medical Supply - Stuart, FL 12/2020 - Current Take inbound calls from patients and potential new patients Making outbound calls to inform on insurance process Answer questions on how the Purewick works

Being able to trouble shoot the Purewick if it is not working properly Being able to process orders through insurance

Being able set up and process payment plans

Working with Doctor's offices in advising how the prescriptions needed to be filled out Training new employees

Patient Care Coordinator Supervisor / AcariaHealth Specialty Pharmacy - Orlando, FL 10/2019 - 11/2020 Responsible for day-to-day operations of a team of associates in a call center environment; monitors productivity KK

and performance standards

Plans and directs work flow and project assignments Oversees call volume to ensure service standards are met Conducts hiring, training, and evaluation of staff ongoing Responsible for team's adherence to corporate attendance and employment policies Review payroll report and address associate payroll concerns, approve/deny Paid Time Off Requests Responsible for monitoring calls monthly for quality and compliance adherence; complete Scorecards and provide coaching/feedback ongoing

Works with the Call Center Manager, Director, and VP to develop the business work plan for the team Recognizes and recommends operational improvements Patient Care Coordinator Lead / AcariaHealth Specialty Pharmacy - Orlando, FL 03/2017 - 10/2019 Take inbound calls for new and existing patients who want to schedule deliveries of their medication Lending a hand to my supervisor when needed

Doing quality in a timely manner

Taking supervisor calls and learning how to deescalate the situations Being able to work in the queue and help my team with questions or taking referrals out of in-take for them Great at keeping moral up and people motivated

Remove work from the work board on a nightly bases Assigning work to the outbound PCC reps

In the process of being trained to run the Outbound Dialer Work efficiently with Microsoft Word and Excel

Have been trained in In-Take duties

I load and monitor the Outbound Dialer which includes a daily break down so that the patients don't get called every day

Patient Care Coordinator / AcariaHealth Specialty Pharmacy - Orlando, FL 01/2016 - 03/2017 Take inbound calls for new and existing patients who want to schedule deliveries of their medication Answer questions regarding insurance issues and delivery problems Speak to Pharmacist's about medications and issues with deliveries Train new hires on how to deal with all kinds of patient deliveries and issues, which includes setting up deliveries and being able to send the patient in the correct direction for any issues I have worked in the area of PBM which is taking calls from patients who have retail medications delivered to their home, I have also trained new hires in this department as well I have been the top in productivity several months while also training I am on the outbound team which consists for calling the patients to schedule their deliveries and answering any questions they may have regarding new scripts and ect I am also efficient when it comes to escalation issues to be sure that the patient does not miss any doses of medications

I help other teammates with questions about issues and if I cannot get the answer I direct them to the right department to get the help they need

I have several patients that were given to me to handle when the patient had a complaint and I have been able maintain an excellent rapport

Transportation Clerk / McLane - Kissimmee, FL 12/2004 - 01/2016 Answer telephone calls

Handle driver's problems

Work efficiently with Microsoft Word and Excel

Phone Banker / Wells Fargo Military Bank - San Antonio, TX 08/1999 - 11/2004 Take calls from customers

Open and close accounts

Make cold calls to potential customers

Maintain paperwork for the loan officers

Outside Sales Clerk/Manager / Sally Beauty Supply - Kissimmee, FL 02/1994 - 07/1999 Called stores for weekly orders, worked the sales floor, and rang up customers Trained sales and cashier associates and helped with pricing inventory Created schedules, communicated sale goals, and exhibited leadership Ensured merchandise presentation was within company standards Traveled to several stores and took them from a sales loss to a profitable store EDUCATION

Medical Administrative Assistant 01/2016

Ultimate Medical Academy

High Academic Honors Recognition / Dean's List

Comprehensive training included: Schedule and confirm appointments in assisted living facilities, doctor offices, healthcare clinics, hospitals, and organizations that offer medical records services. Prepare patients for examination and treatment. Maintain medical charts and electronic medical records (EMR/EHR) systems. Obtain insurance authorizations for procedures, gather medical histories, and collect payments. CERTIFICATIONS

Medical Administrative Assistant Certification (CMAA), Pursuing PROGRAMMING AND SOFTWARE SKILLS