Customer Service Administrative Assistant

MACKENZI J. DEWIT

*** ******** **., ***********, **** 44077 PHONE: 440-***-****; EMAIL: ********.*******@*****.*** Dedicated Medical Customer Service Professional with over 8 years’ experience, motivated to maintain customer satisfaction and contribute to company success. Adept at analyzing and resolving customer concerns using established procedures, examining pertinent information to determine validity of customer complaints and to determine responsibility for errors and resolution, throughout the order process. Proficient in handling complex customer service issues, reviewing customer complaints and tracking customer complaint resolution. Proven ability to establish rapport with customers based on knowledge, professionalism, and integrity. Trained and experienced in resolving customer complaints and promoting conflict resolution.

CORE COMPETENCIES

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Oral & Written

Communication

Problem Solving Skills

Conflict Resolution

● Building Collaborative

Relationships

● Resourcefulness

● Administrative Skills

PROFESSIONAL EXPERIENCE

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Technologically Savvy

Initiative Driven

Follow Through/ Detail

University Hospitals, LWMC, Willoughby, OH July 2023-Current PCNA/Clinical Administrative Assistant

● Provides clinical, reception, communication, and guest relations support using verbal, electronic, and written techniques to maintain the operations of the assigned area.

● Assists with patient data collection and reporting. Assists with billing functions as needed. Maintains the patient record (in written and/or electronic format). Orders supplies for the department as directed by the nurse manager. Facilitates communication and efficient unit operations. Orient's newly hired PCNAs and/or administrative assistants.

● Completes patient care activities & provides clerical support as delegated by the RN. Scheduling patient pre admission testing. Reviewing staff’s timecard

● Perform duties including, but not limited to ADLs, vital signs, I & O, and 12-lead. Familiarity with using: Wheelchair, EKG equipment, patient assistive devices, and patient care equipment specific to assigned population.

University Hospitals, LWMC, Willoughby, OH January 2022-July 2023 Patient Access Representative I

● Serves as the first point of contact for all patients and their families. Supports and interacts with patients, families, and health care providers. Work directly with patients to ensure accuracy of demographic, insurance, payment and other vital patient information.

● Verifies and allocates insurance plans utilizing electronic eligibility tools, phone calls, payer accesses web portals and initiates appropriate action for services including non-covered and out-of-network insurance services. Scans and retrieves appropriate related documents in scanning applications

● Checking patients in and/or out for medical visits, Answering the phone to address patient inquiries and scheduling appointments, assists patients with enrolling and utilizing MyChart. Entering, updating and validating patient demographic, insurance & financial information to ensure accurate registration.

● Collects and processes patient payments for visit copays, coinsurance, deductibles and prior balances, Communicating information and important details to other medical care team Lake Orthopaedic Associates, Mentor, OH January 2018-January 2022 Medical Secretary

● Accurate and efficient patient registration, procedure scheduling, charge transmittals, collections, and procurement. The primary administrative support to assigned providers

● Handles a variety of administrative issues with regard to phone calls, always following through to assure all requests/complaints/communications are handled in the manner appropriate. Responsible for all front desk duties specific to the department, including scheduling patients, collecting and verifying patient payor information and other patient documentation.

● Performs general office duties and provides back up support for other staff as needed. EDUCATION

Lakeland Community College Kirtland, Ohio

Program: Health Information Management Technology (HIMT) Associate’s Degree Program August 2017–Present Student Fairport Harding High School Fairport Harbor, Ohio High school Diploma Graduated: June 2019

ADDITIONAL SKILLS & RECOGNITIONS

Computer Skills Proficient in Microsoft Office Suite Applications & Microsoft Outlook, Medical/billing programs: Epic, Soarian Clinicals, Rev. Spring, Bwc.ohio.gov, My CGS, CMS.gov, Kronos and Oracle. References Submitted Upon Request

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