Medical Assistant Customer Service

April Moorman

**********@***.*** 513-***-****

Skills

• Excellent Customer Service

• Empathetic

• Medical Terminology

• Data Entry

• Handling calls

• Decision Making

• MS-Office

• Multitasking

• Conflict Resolution

• Schedule Appointments

• Active Listening

• Time Management

• Member Database

• Vital Signs

• Knowledge Retention

• Attention to detail

• Effective Communication with HMO’s

• Personable

Education

• AS in Medical Assistant, University of Cincinnati Blue Ash, Cincinnati, OH Jan 2009 to Dec 2012

• AS in Office System Technology, Owensboro Community & Technical College, Owensboro, KY Jan 2001 to Dec 2003

• Diploma in Medical Insurance Technician, Owensboro Community & Technical College, Owensboro, KY, Jan 2001 to Dec 2002

Work Experience

KY Driver’s Licensing Support Specialist

Kentucky Cabinet of Transportation, Bellevue, OH May 2025 to Present

• Excellent customer service.

• Verify all documents for proof of validity, no expired documents will be accepted.

• Process all standard licenses, Real Id’s, permits, transfer of out of state licensing.

• Replace lost stolen or expired credentials

• Impact all documents making the name on the documents match.

• Educate the customers about the process and what to expect.

• Process fees and route all payments thru the appropriate channels.

• Ability to pass a background check for access to the Ky Driver’s Licensing Information System (KDLIS).

• Greet everyone with professionalism and respect.

• Keep greeting area organized and free of debris.

• Setting appointments by utilizing Quantum Software.

• Shred all discarded documents, replenish copier, clear que Falcon Red Operator

US Bank Government Lock Box (3rd Party) Cincinnati, OH April 2025 to May2025

• Operate the image capture (Falcon Red) equipment.

• Login to the Falcon PC and Red module and select the correct processing options and choose the correct processing date.

• Retrieve the sorted mail tray from the work delivered from Mail In.

• Jog Work and then load envelopes by tax type on the cutter conveyor.

• Start envelope cutter and then extract and inspect contents of each envelope.

• Load the checks and vouchers on conveyor and monitor the image scans.

• Ensure a single audit trail line is imprinted on the back of the batch header ticket and each check and voucher. Contact Representative

Dept. of Treasury, IRS, Covington, KY Jan 2025 to Feb 2025

• Assist taxpayers by responding to inquiries via phone, in person, or through written correspondence regarding tax laws, forms, and account information.

• Provide America's taxpayers top quality service by helping them understand and meet their tax responsibilities and enforce the law with integrity and fairness to all.

• Maintain accurate records of interactions, update taxpayer accounts, and process forms or claims as needed. Customer Service Representative/Pension Dept/Benefit Disbursements Bank of New York Mellon (BNYM), New York, NY Oct 2024 to Jan 2025

• Assisted BNY Participants with various pension-related matters

• Assisted with address corrections, direct deposit updates and payment inquiries as well as mail/email different tax forms such as W-4 and change forms related to tax withholding matters, updating direct deposit info

• Explained and assisted with lost checks by mail and resubmitting of lost payments, duplicates and website-related issues Customer Care Representative

Barclays Bank, Cincinnati, OH Feb 2023 to May 2024

• Inbound call agent.

• 1st line of customer care.

• Supplied credit card info: balance available credit, min due date, cycle date

• Processed credit line increases, discretion to remove law fees & interest fees

• Educated the card member regarding balance transfer options vs convenience checks, EZ Pay transactions.

• Support with accessing the customer website or mobile app

• Updated card members profile information: name address phone# email address

• Redeemed card member rewards in exchange for a statement credit ACH deposit or gift card distribution

• Route calls to the proper department

• Initial point for card members to file a dispute/fraud case

• Document card member complaints

Information Process Enabler (3rd Party)

Tata Consultancy Services/USAA Contract Hire-Sharonville, OH Oct 2019 to Feb 2023

• Served as a USAA Auto & Property Verification access point

• Display effective, customer service and communication skills customer service and communication skills

• Authenticated member accounts

• Act as a first line of defense to combat fraudulent activities

• Maintain knowledge retention

• Document all calls within the member's account

• Contact the member for authorization on certain policy processes

• Update, add & remove loss payee's and/or lien holders at the ember/lender request

• Prepare invoices, receipts, certificate of insurance, evidence of insurance, additional insured, upon verification, when warranted

• Determine what calls need to be escalated to management attention Community Health Worker

Talbert House, Health Care Access Now, Cincinnati, OH Sep 2017 to Jun 2019

• Worked with pregnant, maternal women & children 18 & under

• Serviced a case load of 35 clients

• Conducted monthly home visits with clients

• Helped clients and their families to navigate and access community services

• Documented all client contact, activities, and goals in the Care Coordination System (CCS) in a timely matter

• Worked cooperatively with other clinical personnel assigned to the same patient.

• Helped clients set personal goals and attend appointments.

• Conducted intake interviews, enrollment and followed up with uninsured clients. Call Center Agent

Trade Global, West Chester, OH Jun 2017 to Aug 2017

• Answered incoming calls from customers

• Displayed effective communication skills

• Documented customer interactions within the account

• Assigned wrap codes to all calls

• Resolved any billing, shipping, or address issues for lost parcels

• Remained calm under pressure

• Maintained knowledge retention.

• Provided prompt, efficient and courteous service to callers. Coordinator for the Food Room

Freestore Foodbank-Cincinnati, OH Sep 2012 to Sep 2016

• Interviewed, scheduled, and assigned work detail and led orientation

• Tracked volunteer hours in Volunteer Hub database

• Corresponded with HCJFS verifying community service requirements

• Consulted with courts for Diversion registration

• Supervised 30-40 food room volunteers on daily basis

• Enforced diversity appreciation.

Externship

Medical Urgent Care, Cincinnati, OH Apr 2012 to Aug 2012

• Measured vital signs and performed blood draws

• Interviewed and charted patient medical history

• Worked 320 hours to fulfill requirements for UC Blue Ash

• Kept exam rooms stocked with adequate supplies

• Contacted insurance companies for payments

Contact this candidate