Medical Records Customer Service
Resume:
DANASHA DUNLAP
**** ************ **, ************, ** 19138
267-***-**** ************@*****.***
PROFESSIONAL PROFILE
Quality-focused and customer service-oriented professional who works collaboratively to ensure smooth operations. Able to manage day-to-day activities, coordinate workflows, and enforce policies and procedures. Exhibits sound ethical judgements and maintains adaptability. Promotes effective communication to promote a positive work environment and optimal operational workflow.
Possesses strong leadership skills with an ability to build trust and loyalty within the team dynamic.
Adept at managing time, coordinating details, and balancing competing demands.
Strong written, verbal, and interpersonal skills for effective communication and documentation.
Microsoft Word, Excel, PowerPoint, and Outlook; Typing Speed: 36 WPM.
Possesses 5+ years of healthcare industry experience.
KEY QUALIFICATIONS
Business Operations Practice Structure Leadership & Management Medical Administrative Procedures
Healthcare Ethics HIPAA Compliance Accounting Payroll Appointment Scheduling Insurance Verification
CMS 1500 Processing Co-Payments UB-04 Insurance Billing Procedures Insurance Claim Cycle
Medical Terminology Electronic Health Records (EHR) Electronic Medical Records (EMR)
Health Records Management Medical Records Management Human Resource Management
Organizational Improvements Interpersonal Professional Communications
Problem Solving
Attention to Detail
Oral Communication
Customer Service
EDUCATION
Ultimate Medical Academy
Associate of Science Degree – Healthcare Management, 2021
DeVry University
Bachelor of Science Degree – Business Administration, 2023
PROFESSIONAL EXPERIENCE
The Philadelphia VA medical Center – Philadelphia, PA 04/2022 - Current
Veterans Service Representative (VSR)
Gs-09 step 1
Facilitate communication pathways for the entire unit.
Request examinations, re-examination, or opinions to evaluate disabilities resulting from diseases or injuries.
Review claims cases to assure all issues have been addressed, applies, and interprets VA laws, including veterans' case law, existing statutes and procedures, precedent rulings, and state law in the adjudication process.
May conduct interviews in person or by phone with veterans, representatives, and advocates to explain the full range of VA benefits and related programs.
Record accurate information on medical record forms, patient charts, and pathways.
Transcribes physician orders for medications, diets, treatments, etc
Participate in hospital and system-wide committees and councils to contribute to our organization's success.
The Philadelphia VA medical Center – Philadelphia, PA 05/2021 – 04/2022
Program Support Assistant
Gs-06 step 3
Perform clerical, receptionist, and support duties to organize the activities of the nursing unit.
Maintain an orderly and comprehensive medical record for every patient.
Coordinate transportation needs for inter-hospital transports.
Assure adequate supplies and equipment to provide care to patients on the unit.
Perform clerical, receptionist, and support duties as needed.
Ensuring the smooth flow of patient care processes
The Philadelphia VA medical Center – Philadelphia, PA 09/2019 – 05/2021
Medical Assistant / Medical Associate
Gs-06 step 2
Answer inbound phones and make outbound calls.
Schedule, cancel, and re-schedule patients’ appointments and consultations.
Enter no-show information, monitor the electronic wait list, and prepare for clinic visits.
Monitor both inpatient and outpatient appointments for areas of responsibility.
Ensuring encounter forms are completed.
Provides support to the nurse manager with reports, data, and special assignments
Verify and update demographics and insurance information.
Process all emergency and non-emergency transfers to other VA facilities or private hospitals.
Perform basic eligibility, co-pays, and pre-authorization requirements for specific coverage.
Develops a working knowledge of records management and privacy procedures, policies, and regulations.
Aetna (Call Center)– Blue Bell, PA 06/2017 – 09/2019
Customer Service Representative / Care Management Associate
Accountable for initial entry of precertification cases.
Trained new hires and screened incoming calls for medical services.
Maintained Medicare bad-debt cost reports by tracking billings, monitoring collections, and compiling information.
Answered inbound calls and made outgoing calls.
Identified triggers for referral to case management or other specialty programs.
Used ICD-10 and procedure codes to verify precertification.
Offered outreach calls to members to explain programs.
Hospital of University of Pennsylvania – Philadelphia, PA 06/2016 – 06/2017
Medical Administrative Assistant / Medical Secretary
Trained new employees, answered inbound phones, and made outbound calls.
Interviewed incoming patients prior to admission to gather demographic, insurance, and emergency information.
Ensured completion of paperwork, sign-in, and security procedures.
Explained facility policies, prepared and distributed patient identification bands, and arranged for transportation.
Scheduled OR patients, verified insurance, and processed co-payments.
Roxborough Hospital – Philadelphia, PA 07/2015 – 11/2016
Medical Administrative Assistant
Greeted patients and ensured comfort while waiting.
Made follow up appointments for patients using our computerized customer management system.
Answered inbound calls, updated appointments, and forwarded calls to the medical staff.
Verified all patient information and insurance.
Trained new hires and worked effectively in a fast-paced atmosphere.
Collected co-payments and paged medical employees as needed.
VOLUNTEER EXPERIENCE
Einstein Medical Center Philadelphia – Philadelphia, PA 04/2013 – 08/2015
Volunteer
Interacted with patients, made rounds on patient rooms, and charted medical records.
Assisted with discharges, answered inbound calls, and restocked supplies.
Provided help to nursing staff with errands and gave directions to patients.
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