Customer Service Human Resources

CAREER PROFILE & HIGHLIGHTS

Productive, accountable and bi-lingual professional with supervisory experience and highly refined customer service skills, required to succeed in a challenging and rewarding medical career. Ability to organize and prioritize duties in order to complete simultaneous projects within established deadlines.

KEY MEDICAL SKILLS

CODING SKILLS

ICD-9-CM, HCPCS, CPT and introduction to ICD-10-CM

ADMINISTRATIVE SKILLS

Health insurance claims processing, medical office procedures including scheduling appointments, verifying insurance, collecting co-payments, payment posting, office management, computerized billing and coding and customer service

MEDICAL COURSE

Medical terminology, Anatomy and Physiology and HIPAA

COMPUTER SKILLS

Electronic Medical Records (EMR/EHR), Microsoft Office, Word and Excel, MEDISOFT proprietary software, data entry, QuickBooks, spreadsheets, and 10 key

CLAIMS PROCESSING

Government payers, Medicare, Medicaid and Tricare, third-party payers, UB-04, Worker’s Compensation and managed care, including: HMO, PPO and POS

EDUCATION

Ultimate Medical Academy - Tampa, FL

Health Sciences Associate Degree - Medical Billing and Coding (2011 - 2012)

Medical Billing & Coding Diploma

Skills include: Disease Processes, Surgical Procedures, Life Cycle of an Insurance Claim, Health Care Settings, Health Care Payers, Procedure and Diagnosis Coding from Medical Records, Reimbursement Systems, Facility Billing, Keyboarding, Word Processing and Medical Practice Management Systems.

PROFESSIONAL WORK HISTORY

HR Coordinator

ORMC Human Resources Department – Kissimmee, FL (April 2015 – Present)

●Provide HR guidance and support to leaders and employees to ensure effective HR delivery.

●Work collaboratively with employees, leaders and HR/COE staff to ensure effective and efficient HR-employee services.

●Ensure the appropriate receipt and distribution of information to various HR/COE staff; handle incoming internal and external inquiries, responds or refers issues to the appropriate HR/COE staff members in a timely and courteous manner.

●Ensure appropriate personnel record management in compliance with all legal and regulatory standards and Human Resources policies.

●Coordinatecomprehensive onboarding processes for new hires, ensuring timely completion of required documentation, orientation, and system access.

●Managed end-to-end credentialing for healthcare providers, including physicians, APRNs, CRNAs, and other licensed professionals in compliance with regulatory and organizational standards.

●Maintained and updated provider records in credentialing databases and ensured accuracy for audits and recredentialing.

●Liaised with licensing boards, insurance companies, and internal departments to expedite credentialing and privileging timelines.

●Ensured adherence to HR and healthcare compliance guidelines throughout the onboarding and credentialing lifecycle.

●Monitored expiration dates and proactively initiated renewals for licenses, certifications, and insurance verifications.

●Provide assistance and support in the development and delivery of employee communication.

●Supports delivery of efficient HR services by ensuring appropriate materials and supplies are maintained within the department.

●Models, fosters, and promotes a Service Excellence culture. Ensures high quality, service oriented support to meet the needs of customers.

●Consults with leaders in driving a Service Excellence Culture through people practices. Ensures that the customer (Patients, Physicians, Payers, Community) remains a key organizational focus in all HR related practices.

Administrative Assistant

ORMC Education Department – Kissimmee, FL (July, 2015 – Nov, 2015)

●Provided support entering learning events into Healthstream, indexing and filing documents.

●Answered inquires and/or referred callers/visitors to appropriate individuals.

●Compiled reports from data and existing records.

●Gathered information and developed summaries as requested.

●Ensured adequacy of office supplies and equipment.

●Scheduled/coordinated meetings, and appointments.

●Assisted other staff as requested.

●Participated in educational activities and programs.

●Maintained strictest confidentiality.

●Assisted students with enrollment, and class scheduling inquiries.

●Practiced and adhered to the “Code of Conduct” philosophy and “Mission and Value Statement.”

Patient Scheduling Coordinator

Classic Smiles – Ocoee, FL (Feb 2015 – June 2015)

●Utilized Dentrix software to schedule and manage appointments for the doctor and dental hygienists.

●Confirmed appointments via email and text by using e-smiles and Dentrix software.

●Communicated with patients and provided exceptional service.

●Verified patient insurance information.

●Collected applicable co-payments.

●Answered multiple office telephone lines and distributed calls or messages accordingly.

●Organized patient referrals and assisted with financial arrangements.

●Assembled and filed patient charts.

Business Center Service Specialist

11th Hour Business Center – Lake Buena Vista, FL (Nov 2014 – Feb 2015)

●Same duties as previously held (2011 – 2013) – see below

Patient Service Coordinator

Bright Now Dental – Winter Garden, FL (Feb 2014 – August 2014)

●Verified insurance information.

●Collected applicable co-payments.

●Answered multiple phone lines and triage patient calls.

●Scheduled appointments, coordinated oral surgeries.

●Arranged patient referrals; processed in-house financing for non-insured patients.

●Ordered, received and storage of supplies.

●Assembled and filed patient charts.

Patient Service Specialist

Select Physical Therapy - Ocoee, FL (2013-Feb 2014) part-time position

●Answered telephone calls and returned messages in a professional and timely manner.

●Quickly assessed all incoming calls and any walk-in patients and prioritized according to level of urgency.

●Obtained required information for new patient registration as well as confirmed and adjusted previously recorded data for existing patients as needed.

●Accurately scheduled appointments in person or via the telephone.

●Collected and recorded payment for services provided and ensured that payment receipts are provided to the patient and to the billing department as required.

●Verified insurance benefits for accurate processing (Medicare, workers comp, commercial insurance).

●Strictly adhered to HIPAA standards and regulations in managing all patient information; following the policies and procedures of the department.

●Communicated effectively across a broad range of audiences (patients, families, practitioners) demonstrating courtesy and respect.

Business Center Service Specialist

11th Hour Business Center – Lake Buena Vista, FL (2011 – 2013)

●Cross-trained to perform a wide range of promotional and administrative functions, including identifying potential customers and communicating with sales department to offer customized solutions.

●Worked closely with the GM to ensure fluid production management.

●Maintained receiving, warehousing, and distribution operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

●Ensured compliance with federal, state, and local warehousing material handling, and shipping requirements by studying existing and new legislation; enforcing adherence to requirements; advising management on needed actions.

●Safeguarded warehouse operations and contents by establishing and monitoring security procedures and protocols.

●Controlled inventory levels by conducting physical counts; reconciling with data storage system.

●Maintained physical condition of warehouse by planning and implementing new design layouts; inspecting equipment; issuing work orders for repair and requisitions for replacement.

Store Manager

Blockbuster – Kissimmee, FL (2008 – 2009)

●Oversaw daily operations and managed a team of more than 10 store associates to exceptional productivity.

●Maintained schedules and established merchandise displays for promotional purposes, while performing cash deposits, tracking retail products and preparing periodic reports.

Convention Specialist

FedEx/Kinko’s – Orlando, FL (2005 – 2008)

●Performed consultative order taking and promoted a line of digital printing technology.

●Anticipated client needs and coordinated pickup and delivery of customer orders, while preparing bank deposits, managing special projects and training new team members.

Store Manager

Danskin – Orlando, FL (2003 – 2004)

●Hired, trained, mentored and directed a team of store employees.

●Determined payroll goals, prepared HR documents and tracked weekly sales.

●Created customer databases and generated marketing strategies to target new clients and provided outstanding customer service to ensure repeat business.

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