Customer Service Call Center

Lena Diehl

Certified Coding Associate

Trenton, Missouri 660-***-**** **********@*****.*** linkedin.com/in/LenaDiehl Professional with over twenty years of combined experience in telephone, email, and virtual customer service. Highly familiar with customer relationship management, conflict resolution, and customer escalations. As a recent graduate OF DeVry Medical Billing and Coding CCA Class I am excited to use my skills to code medical documentation efficiently and effectively. WORK EXPERIENCE

Stay-at-Home Mom 2013-present

Since 2011 I have been a Stay Home Mom. I am a recent graduate of DeVry University in the Medical Billing and Coding program. CCA certified.

Customer Service Representative ACS Call Center/Verizon June 2008-December2008 CRM software to assist customers with their cell phone service, and billing questions. Customer escalation, refunds, and policy in a timely manner. Very fast paced call center environment. Supervised a team of 5-10 Customer service agents, quality control, as well as assisting with agent advising.

Tax Preparer H&R Block February 2007-2010

Provided excellent customer service during yearly tax return preparation Maintained the integrity and security of personal information obtained from clients.Answered the telephone in a professional manner and gave client reminder calls. Checked data input or verified totals, data entry. Computed taxes owed or overpaid, using a proprietary tax software, and complete entries on forms, following tax form instructions and tax tables. Handling sensitive client information respectfully. Survey Consultant Employment Security Department October 2006 - June 2008 Worked seasonally on the biannual Employment Opportunity Outlook survey produced by the Washington State Department of Employment Security. Responsible for contacting businesses over the phone and or online to assess current job openings, by industry, and position. Professional interactions with business owners and CEOs and Managers. Completing at least 100 records daily, with a very high degree of accuracy, in a limited timed environment.

Licensed Massage Therapist 20010 - 2013

Maintain client charts, SOAP notes, documentation, according to HIPAA regulations. Typing, filing, proofreading notes for accuracy. Perform different modalities of massage according to client needs as assessed. Assess client muscle tone, gait, posture, and needs. Proper use and sanitation of equipment.

Skills

Customer Support

Understands Clinical Documentation

Medical terminology

Anatomy and Physiology

ICD-10-CM/PCS

CPT

HCPCS

AHIMA Coding Guidelines

Insurance Billing

Medicaid/Medicare

EDUCATION

Medical Coding/Billing CCA CertifiedDevry University Naperville, IL. 2023-May 202 Associate of Science Ft. Peck Community College Poplar, MT. 2001-2004

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