Customer Service Medical Assistant

Shankeria Moore

Customer Service Professional Certified Medical Assistant Call Center (Outbound/Inbound)

Summary

Highly motivated customer service professional with a proven ability to handle high-volume, fast-paced environments with minimal supervision. Possesses strong verbal, written, and listening skills, and is comfortable interacting with all levels of an organization and the public. Adept at multitasking, negotiating, and solving problems quickly, accurately, and efficiently. Committed to quality and excellence, with a passion for assisting customers in both face-to-face and call center settings. I am proficient in Microsoft Office programs (PowerPoint, Word, Outlook, Access, Excel, teams) and eager to learn new systems.

Work Experience

Registered Behavior Technician Hopebridge-Columbus, GA March 2023- July 2025

Paired with clients to run designed programs conducted by BCBA

Took data on programs completed session notes

Documented clients’ improvements and behaviors during session and submitted at the end of session

Certified Medical Assistant (CMA) Urgent Care of Columbus, GA October 2022- February 2024

Scheduling telehealth appointments

Obtaining proper demographic information

Checking patients in and out

Verifying health insurance benefits

Scanning all documents for patients’ profiles

Collecting copays/coinsurance/deductibles depending on patient health plan

Inbound/outbound calling to patients

Phone triage/in office triage

Medication administration per provider order

Certified Medical Assistant (CMA) Nexus Pain Center - Columbus, GA October 2021 – July 2023

Conducted outbound calls to retrieve medical records and schedule procedures per provider requests.

Performed phone and room triage for patients, took vital signs, and prepared medication/injections.

Input patient data into the eClinicalWorks (ECW) system.

Prior authorization for narcotic medicine refills

Prescription drug management program (PDMP)

Covermymeds

Customer Service Representative Conduent - Lexington, KY August 2020 – September 2021

Provided technical support via inbound calls, assisting with product repairs and troubleshooting electronic devices and equipment.

Customer Service Representative III Anthem, Inc. - Midland, GA August 2016 – February 2020

Managed Inbound/outbound calls to obtain information on accounts in collections for insured individuals and providers.

Provided exceptional customer service, including giving medical benefits and claims information to authorized providers and members.

Resolved billing issues by thoroughly working accounts.

Key Responsibilities:

oProvided policy and service information.

oPerformed data entry for customer information.

oAssisted customers with a warm and professional attitude.

oAnswered general questions and calls from customers and authorized personnel.

oResolved customer information and complaints.

oResponded to claim inquiries.

oAssisted with administrative/clerical duties (faxing, scanning, etc.).

Customer Service Representative/Call Center TSYS - Columbus, GA November 2014 – May 2015

Assisted customers with information on rewards programs, including enrollment.

Provided excellent customer service by assisting customers in a timely fashion and providing accurate information. (Temporary Position)

Education

Some College - Medical Billing and Coding Herzing University - Menomonee Falls, WI 2015 – 2017

High School Diploma or GED 2002 – 2004

Western Governors University Currently enrolled BS Healthcare Administration

Skills

Customer Service Excellence: 10+ years of experience in listening, problem-solving, and effective verbal/written communication.

Technical Proficiency: Highly computer literate with Microsoft Office programs (Word, Excel, PowerPoint, Outlook), EMR systems (eClinicalWorks), and Google Suite.

Call Center Operations: Inbound/outbound calling, telemarketing, telecommunication, phone etiquette, cold calling, recruiting.

Medical Support: Certified Medical Assistant, HIPAA knowledge, medical terminology, vital signs, phone triage, medical records, insurance verification, documentation review, pain management, occupational health, BLS/CPR certification.

Administrative & Data: Data entry, word processing, administrative experience, data collection, time management, software troubleshooting.

Core Competencies: Customer care, customer support, basic math, sales experience, ICD-10, computer literacy, communication skills.

EMR systems: Kareo, eClinical Works, care cloud, epic, Athenahealth, and cerner

Certifications and Licenses

Certified Clinical Medical Assistant (CCMA) May 2021 – May 2023 (NHA Certification: May 2021 – May 2023)

BLS Certification May 2021 – May 2023

CPR Certification

Certified Medical Assistant

Additional Information

Clear knowledge of HIPAA guidelines and foundational knowledge of medical terminology.

Interact with current and prospective patients to drive engagement and schedule appointments.

Educate patients about healthcare offerings, including services like BPS assessments and medication management.

Perform initial patient screenings and provide information on healthcare services.

Use motivational interviewing techniques to build relationships and ensure patient satisfaction.

Handle high volumes of inquiries and outreach follow-up via phone, text, and email related to appointment scheduling, rescheduling, and administrative matters.

Maximize provider schedules by efficiently scheduling appointments and reducing no-show rates.

Maintain patient charts by documenting demographic and insurance information and ensuring form completion.

Verify patient insurance eligibility and assist with troubleshooting during the virtual care process.

Medication refills

Prior authorization

2-years previous experience with third party medical insurance, HMO and managed care including experience with CPT and ICD-10 coding and medical terminology

2+ years relevant experience in healthcare with knowledge of the following: billing and collections, medical insurance claims procedures and documentation, patient care charts and histories, patient registration procedures and documentation. Home Infusion, Durable Medical equipment and medication changes/refills.

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