Customer Service Health Information
Resume:
Citiana Zergaw
Silver Spring, MD Phone: 702-***-****, Email: *********@*****.***
PROFESSIONAL SUMMARY
Perceptive records management and customer service, records management, and document processing professional in information and legal elements of healthcare industry.
Engaged internal and external customers, recognizes and remedies gaps in processes, implements clinical technologies.
Successfully managed health information and electronic health record systems.
Delivered timely and accurate services and solutions aligned with improving patient care by ensuring the availability of high-quality health information.
Experienced in working with Protected Health Information and complying with Health Insurance Portability and Accountability Act (HIPAA).
Supported the CMS Center for Medicare and Medicaid Innovation (CMMI) Principal Care Management (PCM) Bundled Payments for Care Improvement Advanced (BPCI Advanced) project providing third-line customer service support to the applicants, participants, and CMS CMMI staff involved in new technical model initiatives.
Provided management and technical support services for implementation and documentation oversight of these initiatives, maintains records, performs quality assurance review, and programmatic assistance to all involved stakeholders.
Used Microsoft Office products and Adobe Acrobat to review and process documents in support of the initiatives. I provide document control and records management, logging, tracking, documenting, and supporting the resolution of inquiries.
PROFESSIONAL WORK EXPERIENCE
Records Management Specialist, Hendall Inc., Rockville, MD, 11/2019–03/26/2025
Perform document creation, quality assurance, and quality control reviews of documents and deliverable for Section 508 compliance.
Utilize a prescribed set of checklists and accessibility checkers to perform document creation, quality assurance, and quality control reviews.
Remediate non-Section 508 compliant aspects of documents and deliverables.
Format MS Word documents, PowerPoint presentations, Excel spreadsheets, and PDF documents in accordance with Section 508 specifications.
Track document submissions, and file them in the correct document repository.
Assist in directing/forwarding submitted documents to the appropriate contractor.
Store and maintain documents on the team’s SharePoint site.
Store and maintain documents within the Client’s Salesforce application.
Review documents and deliverables for proper formatting and structure, spelling, grammar, and consistency.
Perform research to ensure that the document checklists are up to date with the latest Section 508 requirements.
Identify the proper channel to resolve issues and follow up on resolutions.
Assist with Tier 3 e-mail and telephone customer service support using a supplied helpdesk.
Provide follow-up outreach to both applicants and participants as required.
Review, understand, and apply knowledge of Federal rules and program requirements to provide accurate responses to inquiries.
Craft responses for Project Manager approval to e-mail inquiries using standardized and approved language, scripts, frequently asked questions, or program information available on the CMMI web site and/or within Federal rules.
SAMHSA, 508 Remediation for NOFO (Notice of Funding Opportunities) Documents.
Release of Information Specialist (ROI), MediCopy Services, Inc., Washington, D.C., 05/2019–10/2019
Delivered Protected Health Information for subpoenas, court orders, and patient requests within strict deadlines, maintaining expert attention to detail in an extremely fast-paced environment while responding to 90+ requests per day.
Recognized inconsistencies within medical documentation, taking immediate action to correct and often protecting facility from inadvertent disclosure of PHI.
Handled all denial letters for invalid requests.
Gathered all attorney, Social Security, and client record requests.
Navigated electronic filing system while obtaining all patient information needed for their files.
Administered organized filing, copies, and scans as well as answered multiple phone lines.
Navigated patient records to locate requested documentation.
Ensured released information followed HIPAA Regulation.
Interpreted and responded to requests for protected health information.
Fulfilled release of information requests in an accurate and timely manner established in contracted service level agreements with the customer.
Reproduced protected health information using a variety of technologies, including, photocopiers, scanners and facsimiles.
Performed data entry functions, utilizing our clients' tracking application, to log, monitor, and complete request for information.
EDUCATION
Bachelor of Science, Health Information Management, Stratford University, Alexandria, VA, 12/2018
TRAINING
Department of Health and Human Service Completion for personal identity verification (PIV) Training, at Hendall, 11/2019
HIPPA Compliance, MediCopy, 05/2019
Disability Determination Service (DDS), MediCopy 05/2019.
Information Security Awareness for New Hire at Hendall, 11/2019.
Information Management for New Hire, at Hendall, 11/2019.
Insider Threat Awareness, at Hendall, 11/2019.
Center of Medicare and Medicaid Service Information Technology Security and Privacy- Computer based Training, at Hendall,12/2019.
US Department of Health and Human Service’s Record Management Training, at Hendall 12/2019.
CBT Training and System Access Certification (SAC), 11/23/2020
CIOC/SECTION 508 Webinar Session, 05/26/2020
Center for Medicare and Medicaid Services (CMS) Information System Security and Privacy Awareness Training, 11/18/2021
Center of Medicare and Medicaid Service Role-Based Training (RBT) along with the CMS Information Systems Security and Privacy Awareness (ISSPA) Training, at Hendall, 11/29/2022.
System Administration: Backup and Recovery, From LinkedIn Learning, 12/21/2022
Business Ethics, from LinkedIn Learning, 12/27/2022.
Ethics in Information Security and Cybersecurity, From LinkedIn Learning, 12/06/2023.
NIH, Information Security and Management Refresher, 12/07/2023.
CMS, Role-Based Training (RBT) and Information System Security and Privacy Awareness (ISSPA), 11/06/2023.
NIH, Information Security and Management Refresher, 12/8/2024
Information System Security and Privacy Awareness (ISSPA) Training, 10/04/2024.
CMS, System Access Certification (SAC) 11/21/2024.
Training for 508 Specialist-SAMHSA (Substance Abuse and Mental Health Services Administration) NOFO (Notice of Funding Opportunity) Document Remediation, 12/13/2024.
SKILLS AND EXPERTISE
Microsoft 365 Office products (word, Excel, PowerPoint, Outlook)
Medisoft
SharePoint
Electronic Medical Record (EMR
Salesforce
ECW (e-Clinical record)
CMS Enterprise Data Portal
Patient Care Portal (BOX)
PECOS
Unanet
SFAX
Paycom
AWARDS
President’s List Award, In Recognition of outstanding Academic achievement, Stratford University Alexandria VA, 2015, 2016, 2017and 2018.
Contact this candidate