Medical Records Customer Service

Anina Evans

Upper Marlboro, Maryland *****

1-240-***-**** *****************@*****.*** WWW: Bold Profile

Professional Summary

Meticulous Medical Records Clerk with 16-year history processing medical records requests while delivering highest quality customer service. Builds rapport with staff and patients to foster smooth and effective department operations. Strong knowledge of Release of Information policies and procedures and HIPAA regulations. Polished professional manages multiple tasks, utilizes electronic medical record systems, and provides excellent customer service to patients and staff. Adheres to medical records policies and procedures to comply with HIPAA regulations. Track record of effectively troubleshooting issues and maintaining patient confidentiality. Disciplined individual skilled in collecting and verifying patient demographic and insurance information and preparing and maintaining medical records. Proficient in using medical terminology and classifying diagnostic procedures, treatments and medications. Dedicated to providing highest quality care to patients.

Skills

Analytical Thinking

Medical Coding Expertise

Clinical Documentation

Time Management

HIPAA Compliance Knowledge

Problem Solving Abilities

Critical Thinking

Project Coordination

Patient Confidentiality

Interpersonal Skills

Customer Service Orientation

Medical Terminology

Medical Office Administration

Work History

03/2008 to 06/2011

Medical Records and Health Information Technician

MRO – King Of Prussia, PA

Enhanced patient care by accurately organizing and maintaining medical records and health information.

Streamlined record-keeping processes for increased efficiency in retrieving crucial patient information.

Assisted healthcare providers with timely access to accurate medical records, contributing to better patient outcomes.

Ensured compliance with HIPAA regulations through diligent management of confidential patient data.

Collaborated with healthcare professionals to ensure accurate documentation of patient conditions and treatments.

Trained fellow technicians on best practices for managing health information, fostering a high-performance team environment.

Managed the release of information process, safeguarding sensitive patient data while adhering to legal requirements.

Contributed to revenue cycle management by accurately coding services rendered for billing purposes.

Acted as a liaison between departments, coordinating efforts to achieve efficient interdepartmental communication concerning health information management.

Monitored changes in regulations and guidelines affecting medical records management, adjusting departmental policies accordingly.

Assisted patients in understanding their rights regarding personal health information privacy under HIPAA regulations.

Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.

Analyzed complex medical records to identify discrepancies in accuracy and completeness.

Printed and photocopied documents to provide patients with copies of medical records.

Reviewed charts and flagged incomplete or inaccurate information.

Processed medical records requests from outside providers according to facility, state, and federal law.

Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.

Maintained patient confidence by keeping patient records information confidential.

Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.

Responded to patient inquiries to provide information and details of medical records.

Maintained patient records in compliance with security regulations.

Uploaded physician progress notes, history, and physicals into electronic medical records.

Scanned medical records in digital format for easy retrieval and accessibility.

Maintained patient records systems by archiving, scanning and indexing important documents and files.

Input data into computer programs and filing systems.

Assisted in training new staff on medical record processing and filing procedures.

Followed up with medical staff regarding missing information in patient records.

Followed exact procedures for handling transfers and other releases of medical records.

Tracked and monitored requests for medical records release.

Verified accuracy of patient information in medical records.

Researched and resolved medical record discrepancies.

Communicated effectively with staff, patients, and insurance companies by email and telephone.

Sorted and distributed incoming and outgoing medical records.

Processed and tracked requests for medical records from external organizations.

Scanned and uploaded medical records into electronic medical records system.

08/1999 to 06/2006

Medical Administrative Assistant

George Washington University Hospital – Washington, DC

Improved patient satisfaction by efficiently managing appointment scheduling and providing clear communication regarding medical procedures.

Enhanced office efficiency by organizing and maintaining comprehensive medical records for easy retrieval by healthcare providers.

Streamlined front desk operations through the implementation of an effective filing system for patient documentation.

Ensured accurate insurance billing and coding, reducing claim denials and expediting reimbursements for services rendered.

Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.

Assisted with the coordination of clinical staff schedules, ensuring adequate coverage during peak hours and minimizing wait times for patients.

Maintained cleanliness and organization within the reception area, creating a welcoming atmosphere for patients and visitors alike.

Managed incoming phone calls efficiently, directing callers to appropriate personnel while providing courteous service at all times.

Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.

Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.

Facilitated seamless communication between patients and healthcare providers through diligent message relay and prompt follow-up actions as needed.

Coordinated referral appointments with external specialists, ensuring that relevant medical records were shared in a timely manner for optimal patient care continuity.

Anticipated supply needs and placed orders proactively, preventing shortages that could disrupt daily clinic operations or compromise patient care quality.

Reduced waiting room congestion by effectively managing patient flow and utilizing scheduling strategies to minimize appointment overlaps.

Supported office staff and operational requirements with administrative tasks.

Conducted insurance verification and pre-authorizations and managed patient charts.

Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.

Greeted patients and provided required paperwork to facilitate services.

Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.

Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.

Generated reports and logged patient information for reliable records.

Used IDX to schedule appointments for doctor visits and procedures.

Received and routed laboratory results to correct clinical staff members.

Collaborated with the interdisciplinary team on special projects or initiatives aimed at improving overall office efficiency and enhancing the patient experience.

Answered phone calls and messages for 5-physician medical facility, scheduling appointments, and handling patient inquiries.

02/1997 to 02/1998

Fraud Detection Coordinator

US Mint – Lanham, MD

Reduced fraud occurrences by implementing and monitoring advanced detection measures.

Enhanced company''s security framework for improved fraud prevention and risk management.

Analyzed transaction data to identify potential fraudulent activities, protecting company assets.

Collaborated with cross-functional teams to develop comprehensive fraud detection strategies.

Improved response times to potential threats by streamlining communication channels within the organization.

Reviewed and updated company policies for compliance with industry standards and regulations related to fraud control.

Identified trends in fraudulent activities by conducting thorough analysis of historical data, informing future prevention efforts.

Maintained detailed records of all detected fraud cases for further investigation and legal proceedings as necessary.

Developed strong working relationships with law enforcement agencies, facilitating effective collaboration in combating fraud.

Provided expert guidance on best practices for detecting suspicious activity across various business units within the organization.

Participated in industry conferences and events to stay current on emerging trends in fraud management techniques and technologies.

Enhanced customer trust by promptly addressing fraud concerns and transparently communicating the results of investigations.

Coordinated fraud investigations with law enforcement agencies, regulatory agencies and other relevant entities.

Managed, coordinated and conducted investigations involving broad scope of fraud and related offenses to detect and verify suspected criminal violations.

Documented evidence for fraud cases by interviewing involved parties, obtaining statements and reviewing and analyzing records and files.

Received and evaluated complaints regarding fraud, deception and misrepresentation.

Identified and pursued leads to obtain evidence regarding fraud cases.

Evaluated customer data to identify and prevent fraudulent activities.

Produced detailed reports of fraud investigations and presented findings to senior management.

Tracked fraud cases and monitored trends to develop strategies for prevention.

Worked with third-party vendors to access and analyze data and systems.

Education

08/2006

Bachelor of Science: Forensic Psychology

University of Maryland - University College - Hyattsville, MD

06/1999

Bachelor of Arts: Psychology

Bay Path University - Longmeadow, MA

Certifications

PT - Phlebotomy Technician

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