Customer Service Rep, Call Center Rep
Resume:
Forney, Texas *****
214-***-**** Cell
**********@*******.***
Alfreda Brown
Qualifications
Worked part-time for over 7 years with East Texas Medical Exchange, Tyler, Texas, as an Inbound and Outbound call taker for both Medical Office and Commercial accounts. I also trained new people. I worked there weekdays after my full-time job and on weekends and holidays
Enthusiastic leader, able to work effectively with people of all socio-economic backgrounds
Over 20 years of medical coding; 15 plus years of supervisory experience
Effective communicator, meticulous concern for detail
Growth-oriented
Professional demeanor, outstanding problem-solving skills
Experience
12/2024-05/2025 NexRep, LLC, Remote Independent Contractor
Responds to inbound/outbound call inquiries.
Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.
Responds to all inquiries in a professional, friendly, and timely manner, public-service oriented and understands the needs and works effectively with persons with disabilities.
Performs support ticket transaction resolution tasks and administrative functions.
Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries.
Responsible for maintaining adequate records/documentation for audit and internal control purposes.
Routes mail, email, and other administrative support duties as assigned.
Responsible for learning program rules of assigned projects to ensure ability to respond to customer service inquiries.
Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities
04/2006 – Pediatric Acute Care Associates 8 PICU Physicians and 3 Nurse Practitioners
Promoted to Office Administrator 03/2014 - Present
Account payable, Reconcile all bank accounts.
Credentialing New Physicians as well as processing the renewal applications for current physicians.
Handle all H/R questions from staff and physicians. Process payroll via ADP.
Daily/Monthly Excel Spreadsheet of the practice revenue and patient count. Post charges, and review for accurate coding. Process patient account receivables
Liaison between physicians and all vendors. Work one-on-one with the Physician Managing partner.
Work directly with our practice Accountants to ensure Federal/Franchise Tax reporting is completed timely.
4/2006 – Present Pediatric Acute Care Associates Dallas, Tx.
Clinical Research Administrator- 1/2010 7 PICU Physicians
Work with the Clinical Research Coordinator to obtain and enter demographic and clinical data.
Record adverse events and other relevant patient-related information. Invoice each study for payment due to our Foundation(PACQ)
Maintain a database that records details of clinical trial shipments, and in collaboration with the CRC ensure that there are adequate supplies of clinical trial material to meet project needs. Responsible for logging in received Clinical Research Forms and transferring data from the CRFs into the database.
Assist the CRA during the preparation for the investigator study initiation meeting
Provide administrative support to the clinical research team i.e. booking hotels and flights, organizing meetings, preparing agendas, and managing correspondence and filing.
Pediatric Acute Care Associates 04/2006
Administrative Assistant (7 Physicians, 4 PNP)
Assist Office Administrator in daily operations including charge posting, deposits, credentialing, and various other duties.
Enter data and maintain all patient databases.
11/2005- 3/2006 Dr. LaTasha Jarrett, MD Dallas, Tx.
Office Manager-(Solo Practice)
Supervise Office Staff of 2 people
Coding/Billing Insurance Electronic claims, Monthly reports,
Negotiate PPO / HMO contracts
Accounts payables
11/2004 – 11/2005 Dermatology Associates of Tyler Tyler,Tx
Billing Department Manager (12 Physicians 4 Locations)
Manager of 7 Insurance Representatives
Responsible for monthly reports. Resolve patient complaints, Refunds
Transmit electronic claims, credentialing new providers. Account reconciliation, including Medicare/Medicaid & Comm’l Carriers
Payment posting, Charge entry
10/1996 -10/2004 EyeCare Associates of East Tx. Tyler, Texas
Billing Office Manager (14 Physicians 5 Locations)
Supervise 22 A/R and Front office staff that is responsible for patient demographic, charge and payment entries.
Balance Daily Deposits, Appeal denied claims, and Maintain/ Install all hardware updates. Stay abreast of all ICD9, CPT, and HCFA & HCPCS changes.
Transmit electronic claims, answer billing/coding questions, coverage issues
1994 - 1996 Trinity Clinic Tyler, Texas
Managed Care Coordinator -(20 Physicians 10 Locations)
Supervise staff of 5
Responsible for client billing, posting payments,
Answer all questions regarding Manage Care Coverage
Education/Skills
Certified Medical Coder, 2006, Practice Management Institute
Certified Medical Office Manager, 2006 Practice Management Institute
Quickbooks Pro 2012 / 2021 Version
CPR Certified
Notary Public Commission since 2014, Expires July 2026
1987 Tyler Junior College – Radiology Program- no certificate
1983 Advance Career Training - Word Processing Certification
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Interests
Reading, Spending time with family
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