Customer Service Medical Records

Michele Roach

253-***-**** *********.*******@*****.*** 4075 E Tanzanite Lane, San Tan Valley AZ 85143

customer service Professional

Over 20 years of successful contributions while inspiring teams and improving performance through people-focused practices

Seasoned professional with experience utilizing a hands-on, customer centric approach. Personable and thorough with exceptional organizational skills and responsible time management. Core Strengths include:

· Strategic Planning & Execution Administrative Efficiency

· Building & Motivation Cross Training

· Adaptability and Resiliency Self-Motivated

Career Highlights

MomDoc ObGyn Gilbert, AZ

Triage Associate & Surgery Scheduler JUN 2023 – PRESENT

Full cycle maternal and women care offices – supporting 16 locations. Working as both a surgery scheduler and medication prior authorizations with triage included.

• Appointment scheduling

• Prescription refills

• Surgery Scheduling

• Eligibility verification

• Medical records retrieval, organization and updates.

• New and returning patient scheduling.

Arizona Advanced Surgery Gilbert, AZ

Plastic Surgery Scheduler APR 2020 – JUL 2022

Successfully performed all essential duties of scheduling for a very busy plastic surgery office. With multiple phone lines and a dedicated patient management system I was able to do the following:

• Assisted with administration process and documentation,

• Process referrals and pre-authorizations. Ensuring documentation is timely and in accordance with policy.

• Interacts with all levels of staff in a variety of departments, insurance carriers and agencies.

• Medical records retrieval, organization and updates.

• New and returning patient scheduling.

Tri City Cardiology Consultants Mesa, AZ

Communications Specialist AUG 2017 – MAR 2020

Known for its volume of daily patients, at this organization I was able to execute over 80 appointments daily for over 20 doctors in 6 locations for nuclear testing, office visits, device appointments, and post operation follow ups. This organization used Cerner and Nextgen as their management system. In addition to daily tasks, I was also responsible for:

• Prior authorizations

• Care Coordination

• Patient assistance with Patient Portal

• Created reports on data based on referrals, pharmacy refills and patient no-shows.

Barrow Brain & Spine

Head Medical Secretary to Dr. Randall Porter AUG 2016 – APR 2017

As the Head Medical Secretary to one of our busiest physicians, my responsibilities were elevated compared to our other staff and I was entrusted with both clinical and administrative tasks in my daily routine. I was successfully able to compartmentalize and prioritize my day so that each patient received individualized and responsive care. In addition to rooming patients, I had the responsibility to update their medication lists and coordinate their care with other facilities and/or physical & occupational therapies if necessary. Our office partnered with an imaging and hydrocephalus clinic and if necessary would ensure that patients’ care plans would include that portion of treatment as well.

• Processed orders, medical records and medications.

• Open/Closing of office responsibilities

• Next day prep for all patients including updating charts, preparing schedules and care plans

Banner Health, Cardon Children’s Medical Center

Pediatric Scheduler AUG 2014 – MAY 2016

Working with a pediatric patient population it was a necessity to be an over communicator so that both patient and guardian were able to feel comfortable with care, clinical instruction and goals of treatment. Prior to establishing this as my permanent position with Banner Health, the organization brought me in through their own Staffing Services and I completed assignments for their Orthopedic, Endocrinology, Toxicology and OBGYN offices, ultimately being offered a permanent placement with their pediatric hospital.

• Processed patients upon arrival and exit – collecting payments and assisting with future or follow up appointments.

• Provided thorough and elevated levels of customer service

• Insurance Verification and authorization

Education

Tacoma Community College – Tacoma, WA

Certifications Licensures Registrations Software

• CPT Coding

• Microsoft Office Proficient

• Experience with: Epic, Oracle, Kronos, QuickBooks, Cerner, Caduceux Scheduling, NextGen

• Art of Customer Service Certification

references upon request

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