Care Coordinator Customer Service

SECOYAH THOMPSON

P. O. Box ***

North Little Rock, AR. 72115

501-***-****

Email: ************@*****.***

Professional Profile:

Over 10 years of accumulated experience as a healthcare professional, with most recent experience as a Care Coordinator Experienced in telephonic and in-person customer service, processing medication enrollment, benefit investigation, medical record management, and release of information Knowledge of ICD-9 and CPT coding, and COB Claims Knowledge of Medicare, Medicaid, and Commercial Insurances Knowledge of Medical Terminology and HIPAA Compliance Computer Knowledge: MS Office (Word, Excel, Outlook); 45WPM Demonstrative Eligibility Specialist proudly offering over 10 years experience assisting others with enrollment and program services. Polished professional known for interactions that are fair, compassionate and respectful. Promoting issue resolution expertise in fast-paced environments. Professional Experience:

6/2022/9/2022 Randstad/Full Time

Enrollment Eligibility Counselor

Input communication with applicants into computer system to facilitate clarification and knowledgeable support. Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance. Explained eligibility details and affordability options to patients with kindness and respect.

Entered client information and files into databases for further review and tracking.

Reviewed applications to verify client information and resolve discrepancies.

Managed intake of new claims and performed routine follow-ups. Processed benefits applications and documents for food stamps and 12/05/2021–06/13/2022 Alorica- Full Time

•Handle various incoming and outgoing collections focused Phone calls

•Resolves customer questions complaints and collection inquiries

• Utilizes computer system to verify and document customer request

• Updated customer information and resolved and de-escalated any Issues and escalated calls to supervisor when necessary 07/14/19—12/05/2021 Baptist Health Hospital

Central Scheduling - Full Time

• Schedule,rescheduled patients appointments

• Follow up with patient and providers about schedule appointments

• process incoming patients secure messages performed insurance verification

• Entered information into the electronic records

• Participated in team huddles and meetings to follow up with patient care 10/2017 – 03/2019 Cardinal Health/Sonexus - Full Time Little Rock, AR

Care Coordinator

· Scheduled and follow-up on Patient and healthcare Providers Enrollment for medication

· Handled 40-60 incoming/outgoing calls to Healthcare Providers and Patients

· Performed Quality check on processed enrollment forms

· Sent out facsimile to Healthcare Providers regarding incomplete re-enrollment forms

· Mailed out Patient Assistant re-enrollment forms

· Handled benefits investigation – reviewed patients’ income to get them qualified for Patient Assistance for their medications

· Made sure there is no Adverse Effects when processing Patient Enrollment forms for medication

· Provided excellent customer care on and off the phone to Patients and healthcare Providers

08/2015 – 07/2017 CHI St Vincent

Little Rock, AR

Client Service Representative I - Full Time

· Processed all release of information (ROI) especially medical records requests in a timely manner

· Received incoming requests for information and respond to requests by opening mail, assisting with walk-ins, telephone inquiries and retrieving facsimile inquiries in a timely manner

· Validated requests and authorizations for release of medical information according to established procedures and HIPPA guidelines

· Completed release of information requests including retrieving patient’s medical charts and returning charts, copying/scanning medical records accurately and correctly, according to requests, established procedures and established standards of operations

· Date stamped all requests and highlight pertinent data to facilitate processing

· Performed quality checks on all work to assure accuracy of the release, confidentiality and proper invoicing

· Maintained equipment in excellent operating condition (inside and out) and troubleshoot equipment issues with assistance from the Help Desk department

· Provided excellent customer service by being attentive, respectful and professional at all times.

· Ensured understanding of customer request and follow-through as promised, being proactive in identifying and addressing member concerns or problems 06/2014 – 07/2015

The Pointe- Full Time Conway, AR

Medical Records File Clerk

· Reviewed medical records, researched and located required documents

· Properly filed information in Patient’s medical records

· Properly handled Medical Records to prevent unauthorized disclosure

· Filed medical records and pulled charts

· Updated medicals with insurance claim, progress notes, prescriptions 08/2011 – 06/2013 United States Postal Services

Little Rock, AR

Postal Support Clerk- Full Time

· Loaded and unloaded mail on the FSM 1000 FLAT Sorting Machine

· Processed mail and machines, pulled mail bins and equipment

· Worked the mail trucks on dock and loading/unloading mail trucks 02/2004 – 03/2011 Arkansas Children’s Hospital

Little Rock, AR

Admission Counselor I (2010 – 2011) - Full Time

· Performed clerical duties, routine vista entry and extraction of data and or reports for clinic appointment, encounter forms, health summaries and prescription profiles

· Scheduled, rescheduled, cancelled and no showed appointments

· Mailed out appointment and no show letters

· Checked Patients in and out of clinic and completed encounter forms and consults

· Followed doctor’s orders and ordered and scheduled lab tests and x-rays

· Properly entered into Vista information regarding update changes in demographics information (changes of address, phone numbers, next of kin, etc.) in the pre-registration menu

· Verified insurance and updated insurance information

· Faxed and received faxes and closed out cash drawer Ent & Eye Clinic – Patient Information Assistant (2009 – 2010) - Full Time

· Performed clerical duties, registration, checked in patients, charged sheets, pulled charts

· Scheduled and rescheduled, cancelled and no showed appointments

· Mailed out appointment and no show letters

· Updated demographics, verified insurance, copied clinic notes, and batched cash drawer Education:

1997

Ole Main High School, North Little Rock, AR

High School Diploma

Pulaski Technical College, North Little Rock, AR. 72114 Major: Business Administration/Human Services

2008-2009 Remington College, Graduate Little Rock, Arkansas Medical Insurances and Coding

Medical Office using Medisoft-Cerfified

Diploma in Medical Insurance and Coding

Certifications

Notary Public, - February 2021 to February 2032 Commission in Arkansas Term 10 years

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