Customer Service Representative

JACQUELINE LYNN

OBJECTIVE

I am an experienced Customer Service Representative with over 20+ years of full time professional experience seeking expanded opportunities, where my past and present experience may be effectively utilized.

EXPERIENCE

2014-Present

Johns Hopkins Neurology/Neurosurgery White Marsh, MD

Billing and Collection Specialist

Collect and validate all information required to produce a clean claim including special billing procedures.

Confirms registration information in the billing system, applying knowledge of medical insurance coverage to enter and edit registration as necessary.

Enters charges into billing system in a timely and accurate manner following established policies and procedures to produce accurate and complete claims.

Compares amounts to source documents and calculates amount for totals.

Posts time of service and lockbox payments, and address correspondence in a timely manner.

Reviews various edit list and take appropriate action to correct incomplete claims. Make account adjustments where appropriate.

Prints and mails claim forms and statements according to policies and procedures. Retrieves supporting documents (medical reports, authorizations, etc.) as needed and submits to Third-Party payers.

2008-2014

Johns Hopkins Physician Billing Service White Marsh, MD

Customer Service Representative II

Under the direction of a Customer Service Supervisor, I am responsible for handling incoming calls, written correspondence, from patients, third parties, Clinical Departments of JHU and other internal and external of Johns Hopkins Medicine.

Resolve simple and complex patient account issues with the following and understanding JHU policies and procedures.

Coordinate and Identify delinquent accounts with Self Pay Collection Unit, working with responsible parties to arrange payment plans.

Communicate with patients, physicians, third parties, and other departments to resolve accounts through bills, correspondence phone calls and database entries. Print and mail claims forms and statement when needed.

Responsible for a daily credit card report to identify key issues and take appropriate follow-up action to resolve account issues and ensure revenue accuracy before handing to our Payment Posting Unit.

2004-2007

Johns Hopkins Access Services Baltimore, MD

Core Services Specialist II-/Protocol Specialist

Coordinates complex, linked appointment scheduling for single designated department. Coordinates website request from all areas of the United States and other countries.

Assists patients and physicians requesting services within JHMI.

Maintains patient demographic and referral databases. Provide patient with information on physicians, directions to affiliate and clinical locations and educational materials. Knowledge of hospital and physicians protocols, making all necessary revisions for the White Marsh Orthopedic department as well has Hand-Off revisions. Knowledge of medical insurance plans, including, but not limited to managed care plans.

2001-2004 Sierra Military Health Services Baltimore, MD

Customer Service Representative I

Placed and received telephone calls from beneficiaries addressing concerns about their health coverage.

Made outbound calls to beneficiaries to remind them of their quarterly/annual payments using data via PGBA and DOES) a Department of Defense Database).

Assisted with the workloads to ensure compliance with Tricare requirements. Daily inventory tracking of all incoming Enrollment applications. Developed procedures and application to increase performance. Had access to the Enrollment Manager’s Microsoft Outlook. Communicated with MTF’s, OLA and TMA as necessary. Processed 500+ enrollment applications weekly.

EDUCATION

1984-1986 PTC Career Institution Baltimore, MD

Nursing Assistant Certification

Internship: Pimilico Manor Nursing Home

1974-1976 Edmondson Senior High Baltimore. MD

Diploma, June 1976

SKILLPATH SEMINARS

THE ESSENTIALS OF COMMUNICATING WITH DIPLOMACY & PROFESSIONALISM.

SKILLS/ PROGRAMS

Use of PC word processor, multi-line phone and ACD system, CPU, copier, fax machine, calculator, all hospital information applications (scheduling, registration, etc). Microsoft (Access, Excel, Outlook, Power Point) Medical Terminology. Understanding of medical billing and experience using the IDX Billing System

Awards

On The spot Gold Award-2001-2004

Presented by Rodney Baylor, enrollment Manager

Stacey Purcell, Enrollment Processing Supervisor

References

Mrs. Elizabeth Hershberger, PUM, 410-***-****

Mrs. Angela Ferro, Supervisor, 410-***-****

Ms. Jennifer Smith, Core Service Manager, 410-***-****

Mrs. Vickie Summerville, Core Service Supervisor, 410-***-****

Mr. Dario Rosas, Training Performance Coach, 410-***-****

Ms. Pamela Toney, Training Performance Coach, 410-***-****

Mrs. Patrice Luckett, Manager Access Services, 410-***-****

CELL 410-***-**** • E-MAIL-JLYNN0823@ AOL.COM

2580 EDMONDSON AVENUE • BALTIMORE, MD 21223 • PHONE 410-***-****

Contact this candidate