Customer Service Manager
Resume:
CaLannye” Kaye” Williams
*********@*****.***
Focus
Leadership Customer Service Health Insurance Verification
Motoviator Problem Solver Independent Self Starter
Bachelors Degree Patient Focused Results & Revenue Driven
Employee Retention
EXPERIENCES
June 2022- Present
Baptist Medical Group
Practice Manager BMG/UT Surgical Oncology and Oncology Surgical Specialist
*Manage daily Operations and Utilization of resources
*Optimize Use of EMR to improve efficiency, productivity and work flow in clinic.
*Interacting with Providers and billing team to ensure charges are coded correctly
*Oversee front office staff/nursing and Physicians
* Ensure daily duties such as scheduling and time of service collections are completed daily
*Constantly providing support to care team to increase patient satisfaction
* Inventory Control and Ordering clinical supplies while maintaining a cost effective annual budget.
August 2022-January 2024
Lab Logistists/Pathgroup
Medical Courier ( Part-time)
*Transported medical items among labs, hospitals, clinics, and other healthcare facilities.
*Managed pickups and deliveries via medical rout app
*Maintained accurate records of all specimens and deliveries.
*Ensured that all medical specimens were handled according to proper protocol.
*Adhering to all local traffic laws while operating my vehical while making sure to safely deliver specimen in alloted time.
*Interacted with dispatch for any Will Call, techinical or delivery issues
*Provided excellent customer service to clients and adheard to HIPAA guildlines while handeling sensitive patient information
June 2021- June 2022
Baptist Medical Group
Supervisor of Customer Service Float Pool.
*Provide emergency Staffing for all BMG clinics in the Metro Area as needed
*Payroll via API, Time keeping and attendance tracking for 40 employees
*Working Supervisor- Assist with staffing issues/ Covid Testing and Vaccine Registration *communication with patients, physician and staff to insure proper handling of pertinent information all while staying within HIPPA guidelines to insure timely treatment for critically ill patients
Oct 2018- June 2021
Baptist Medical Group
Senior Registration Specialist – COVID-19 Pandemic Express/ Senior Oncology Pre-Registration Specialist/Credentialed EPIC trainer/CHAA
*Schedule patients at Multiple COVID testing Sites in the Memphis Metro Area
* Contract Covid Scheduling for large contract vendors
* Insurance vérification and patient registration/ Accessing records via EMR system
*Setting up and assisting patients with MyChart account portals
*Total customer service and Team Player
06/2019-04/2020 (part-time)
Bass Pro Shops Club Outfitter
Proven track record for Providing excellent customer service experience by greeting and assisting customers, and giving them the ultimate VIP experience. Engaging with them and presenting them with the opportunity to become a Bass Loyalty Club member by applying for a Bass Pro Master Card with Capital One. Processing credit applications, Accepting and posting payments to customer accounts. Performing account inquiries, printing credit cards and temporary shopping passes. Noted as one of the top three performers in this establishment for 2019.
11/2016 – October 2018
Regional One Health – Level One Trauma Center
ER Admission Supervisor /Bed Control Coordinator
*Oversee operations for Hospital Admissions and Emergency Room Admission including insurance verification, billing, claim submission, payment processing.
*Control patient movement throughout hospital using bed-control functions
* Assist with all ER admitting registrations, and discharge functions
*Verify and support reporting team members with insurance verifications, and collections.
*Knowledge of HIPAA and hospital regulations and policies
*Support reporting team by training, coaching, and providing problem resolution
*Develop departmental short and long- term goals
7/2004- 11/2016
Financial Counselor
BAPTIST CANCER CENTER PHYSICIAN FOUNDATION-Formally Boston Baskin Cancer Foundation
EDUCATION
08/2013- 12/2020 University Of Memphis-Healthcare Leadership - BS Science
08/2004-2005 SOUTHWEST TENNESSEE COMMUNITY COLLEGE- Pre Nursing
08/1992-07/1994 COAHOMA COMMUNITY COLLEGE-Pre Nursing
08/1998-10/2000 COAHOMA COMMUNITY COLLEGE-Cosmetology (500 hrs to complete)
06/1992 COAHOMA AGRICULTURAL HIGH SCHOOL- DIPLOMA (general studies)
Certifications
CHAA- 07/2019 – National Association of Healthcare Access Management
EPIC Credential trainer 08/2019- ADT/Cadence
Public Relation- Saylor Academy (University of Memphis)
SOFTWARE
EPIC, API, LEM, Lawson,Centricity, OpTx, ARIEA, Windows XP, Microsoft Word, Outlook; Microsoft Office, Excel, Windows 7, Quick Books, Quick Books Pro, Platinum I&II, IDX, Workday
References Available Upon Request
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