Customer Service Referral Specialist
Resume:
BRENDA
ISENHOWER
************@*****.***
Iowa 50317
Online Profile
Through all jobs have been in customer services in one way or another. Spent a lot of mycareer being a Receptionist skilled in greeting patients, scheduling appointments and preparing patient charts. With over 10 years of medical experience in giving the best customer service to patients.
Referral Specialist offering background coordinating and managing patient referral process. Gifted at obtaining required documentation, answering patient questions and communicating with insurance providers. Mastery of medical and insurance terminology and abbreviations.
Seasoned Referral Specialist with demonstrated experience in the healthcare industry. Skilled in facilitating communication between patients and medical professionals, ensuring proper patient care through accurate referral processes. Known for problem-solving abilities, interpersonal skills, and commitment to maintaining high standards of confidentiality and professionalism. Previous roles have resulted in enhanced operational efficiency and improved patient satisfaction.
PROFESSIONAL SUMMARY
US Career Institute
Medical Billing and coding
Specialist Certificate
Noblesville High School
General Education Diploma
Colorado Technical University
Colorado Springs, CO • 05/2018
Bachelor of Science: Health Care
Management/Informatics
Colorado Technical University
Online • 02/2014
Associates of Science: Health
Administration Services
Health Administration Services
EDUCATION
Academic Achievements and
Honors: GPA 4.0
•
• Deans List
Medical billing software
Strong planning skills
MercyOne Centralized Referrals - Referral Specialist 09/2022 - 7/7/2025
MercyOne Plesant Hill - Referral Specialist/Receptionist 05/2017 - 09/2022
WORK HISTORY
Tracked referral request progress and resolved issues to maintain smooth processing.
•
Assisted patients by answering questions and providing information regarding referrals.
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• Managed and obtained insurance authorizations
Contacted patients to confirm or reschedule appointments to minimize no-show appointments.
Coordinated referral orders for patients of MercyOne Mediical Group provider
• Obtained PA for services such as diagnostic imaging. Liaised with healthcare facility personnel, insurance representatives, physicians and vendors for smooth communication.
Communicated with insurance representatives to gather information and verify patient benefits to determine clearance for imaging services.
Scheduled patients according to availability, urgency and insurance authorization guidelines.
Poritized referrals according to urgency and adhered to appropriate referral deadlines.
Reviewed demographic, clinical and insurance information before sending to referred specialists.
Managed and obtained insurance authorizations for patient referrals from physicians.
• Assisted patients by answering questions and providing information Patient-focused care Strong work ethic.
• Maintains strict confidentiality
Knowledge of HMOs, Medicare
and Medicaid
Electronic Medical Record (EMR)
software
• ICD-9 coding
• Deadline-driven
• Good written communication
• Referral processing
• Insurance authorizations
• Patient scheduling
• Data entry
• Communication skills
• Medical terminology
• Problem resolution
• Time management
• Customer service
• Pre-authorizations
• Insurance verification
• Appointment scheduling
Insurance precertification
processes
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• Medical terminology knowledge
• MS office expertiise
Verbal and written
communication
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• Problem-solving abilities
• Phone reception
• Allscripts
CIC & Associates and Infectious Disease - Receptionist Clive, Iowa • 11/2015 - 05/2017
regarding referrals.
Tracked referral request progress and resolved issues to maintain smooth processing.
•
Contacted patients to confirm or reschedule appointments to minimize no-show appointments.
Aided clinical team to support administrative needs for clinical referrals.
• Obtained PA for services such as diagnostic imaging. Liaised with healthcare facility personnel, insurance representatives, physicians and vendors for smooth communication.
Scheduled patients according to availability, urgency and insurance authorization guidelines.
Reviewed referral details and expectations with providers and patients and requested new referrals when necessary.
Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
Carried out front office duties utilizing data entry skills in framework of medical database.
Obtained payments from patients and scanned identification and insurance cards.
Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Full Time 40 hours week Salary $15.10 hour Perform secretarial/receptionist duties specific to h knowledge of medical terminology and hospital, clinic, or laboratory procedures.
Duties may include scheduling appointments, billing patients, and compiling and recording medical charts, reports, and correspondence.
• Answer telephones and direct calls to appropriate staff. Greet visitors, certain purpose of visit, and direct them to appropriate staff.
Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records.
Perform bookkeeping duties, such as credits or collections, preparing and sending financial statements or bills, and keeping financial records.
• Updated patient's demographic and insurance information. Obtain comprehensive information and take correct legible written messages.
Responded to common questions concerning practice, health insurance coverage and billing procedures.
Scheduler for 11 physicians making and changing patient's appointments while also call them to set up future appointments as well as sending post cards as reminders.
I also do two day list along with recall list to be sure our patients are getting their appointments scheduled so that they are keeping up with their health maintenance.
Availability: Job Type: Permanent Work Schedule: Full Time Desired Location: United States - Indianapolis, Indiana.
Conducted initial screening of incoming calls to determine urgency and directed them accordingly.
Riverview Health at Noblesville Family Medicine - Medical Office Secretary/Scheduler
03/2011 - 11/2015
Department of Defense Finance and Accounting - Accounting Technician/Clerk/Secretary
11/1992 - 11/1995
Processed payments and updated accounts to reflect balance changes.
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Transmitted information or documents to customers through email, mailings or facsimile machine.
• Scheduled and confirmed appointments.
Provided excellent customer service at all times while interacting with both internal and external customers.
Performed clerical duties such as filing, photocopying, transcribing, and faxing.
• Identified needs of customers promptly and efficiently. Perform secretarial duties using specific knowledge of medical terminology and hospital, clinic, or laboratory procedures.
Duties may include scheduling appointments, billing patients, and compiling and recording medical charts, reports, and correspondence.
• Answer telephones and direct calls to appropriate staff. Greet visitors, as certain purpose of visit, and direct them to appropriate staff.
Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records.
Perform bookkeeping duties, such as credits or collections, preparing and sending financial statements or bills, and keeping financial records.
• Updated patient's demographic and insurance information. Obtain comprehensive information and take correct legible written messages.
Responded to common questions concerning practice, health insurance coverage and billing procedures.
Addressed and resolved non-routine, complex and unexpected variances.
Guided firm reconciliation, payroll, annual bonus, pension funds, annual reporting, and management of investments.
•
Maintained confidential information, such as pay rates, bonus targets and pay grades.
Prepared financial and regulatory reports required by laws, regulations or boards of directors.
• Balanced batch summary reports for verification and approval. Conducted month-end balance sheet reviews and reconciled any variances.
Rectified escalated accounts payable issues from employees and vendors.
Prepared accounts, reports, budgets, commentaries and financial statements for quarterly reports.
Answered incoming calls concerning payroll or travel issues and resolved the issues within a timely manner.
Type up memos and input payroll into the system weekly for employees.
• Prepared and managed correspondence, reports and document. Organized and coordinate meetings, conferences, travel arrangements and distribute minutes of meetings.
Implemented and maintained office systems, and handled incoming mail and other material.
set up and maintain filing systems and communicated verbally and in writing to answer inquiries and provide information.
• Balanced batch summary reports for verification and approval. Conducted month-end balance sheet reviews and reconciled any variances.
Rectified escalated accounts payable issues from employees and vendors.
Prepared accounts, reports, budgets, commentaries and financial statements for quarterly reports.
Answered incoming calls concerning payroll or travel issues and resolved the issues within a timely manner.
Type up memos and input payroll into the system weekly for employees.
• Prepared and managed correspondence, reports and document. Organized and coordinate meetings, conferences, travel arrangements and distribute minutes of meetings.
Implemented and maintained office systems, and handled incoming mail and other material.
set up and maintain filing systems and communicated verbally and in writing to answer inquiries and provide information.
Account reconciliations, Accounting systems, accounts payable, scheduling appointments, balance sheet, billing, bookkeeping, Budget analysis, budgets, charts, Clerical, conferences, Cooking, customer relations, Customer Services, Customer Service, filing, financial, financial statements, funds, General ledger accounting, HIPAA Regulations, insurance, investments, laboratory procedures, letters, Medical Billing, Medical coding, medical terminology, meetings, messaging, mail, office, office equipment, Strong organizational skills, payroll, problem solving, Problem resolution, coding, receptionist, recording, reporting, research, Secretarial, spreadsheet, team player, telephones, time management, travel arrangements, Type, voice mail, word processing, delivering mail, people skills, great organizational skills and love to problem solve.
SKILLS
Desired Location: United States - Des Moines, Iowa INTERESTS
References Lisa Dabrowiak Cell 317-***-**** Home 317-***-**** Christie Spurling Cell 317-***-**** Home 765-***-**** Dana Clause 515-***-****
REFERENCES
Ben Maier 515-***-**** Denise Lapole 515-***-****
ADDITIONAL INFORMATION
Availability: Job Type: Permanent Work Schedule: Full Time Desired Location: United States - Clive, Iowa and Des Moines, Iowa
Contact this candidate