Customer Service Client Experience
Resume:
PENNY M. PAWLEY
********@*****.***
Gladewater, Tx 75647
PROFESSIONAL SUMMARY
With over 40 years of experience in customer service, I have a wealth of knowledge, expertise, and dedication to delivering exceptional client experience. Known for upholding the highest professional standards, I excel in building lasting relationships, resolving complex issues, and driving customer satisfaction. My extensive background ensures a deep understanding of customer needs and the ability to adapt to diverse industries and challenges.
PROFESSIONAL HISTORY
St. Jude Centers for Rehabilitation and Wellness
Brea, CA
2019 – 2021 moved to Texas
Supervisor: Ramona Diaz
Per Diem
Scheduler and Insurance Verifier
Confirms eligibility; verifies specific benefit coverage, and ensures appropriate data (pre-certification, authorizations & tracking numbers)
Obtained and documented into the registration system to secure reimbursement. Possess strong knowledge of Medical Health Insurance Plans, Medicare, Medi-Cal, Managed Care Plans, and Third-party liability guidelines.
Comprehends and reviews insurance contracts with the ability to interpret case rates and calculate individual financial responsibility (co-pays and co-ins).
Inform patients with an explanation of benefits and attempts to collect the financial responsibility. Insurance verification, billing, and collections experience.
Excellent typing skills.
Excellent grammar and spelling capabilities.
Knowledge of billing and collecting process.
Excellent phone skills. Familiarity with medical and insurance terminology is required.
Knowledge of many hospital computer applications.
Kroger Grocery – Deli Service Clerk
2018 –2019
Cooked all food for the deli for the day
Wait on deli customers, provide excellent customer service.
Maintained a clean and sanitized work area, including equipment used in daily food preparation.
Exercised optimal communication between cooks and servers on EXPO line.
Provide a high level of customer service, prepare food, properly weigh bag and price food.
Walt Disney Parks – Cashier, Food Services Front of House Lead, Barista
2016 – 2017
Supervisor: Garrett A. Colescott Pacific Wharf Manager
Maintained a high standard of customer service, especially during high-volume, fast-paced operations
Communicated clearly and positively with coworkers and management
Master of point-of-service (POS) computer system for automated order taking
Handled currency and credit transactions quickly and accurately
Followed procedures for safe food handling and presentation
Assisted with inventory control and stocking
Prepared daily reports
Ensured employee timesheets are correct and verified
Verified and validate cashiers till.
Worked as a barista and cashier at a high-volume Disney-owned and licensed Starbucks in Disney’s California Adventure.
Leidos Health
2013 to 2015
Legacy Support Clinical Systems Analyst
GE CPM/CPA legacy support for the University of North Carolina Healthcare Worked closely with OR, PACU, and PreOp department staff in assessing information needs, creating and maintaining tables, databases, reports spreadsheets, and other system structures as related to the departmental projects and workflows. Serves as a liaison/resource for Surgical Services for projects relating to operational needs
First Level Support for Spartanburg Regional Healthcare - Wellsoft v15.0.10, Agility, Chartlinks, OHM and Pyramis
OBIX implementation and first-level support.
Provides first-level technical support for surgical and obstetric service systems. Maintains a thorough working knowledge of all surgical services system applications.
Responsible for the table maintenance of surgery patient tracking and clinical documentation computer system.
Works closely with systems vendors for problem resolution.
Assists staff with problem resolution, and coordinates interdepartmental issues.
Regular communication and integration with non-automated units external to surgery including the reliability of data transfer to and from the ER and the floors.
OBIX implementation and support. Providing first-level technical support. Works with vendors for problem/issue resolution.
CTG Healthcare Systems UCLA Health Systems
2011 to 2013
Perioperative Services Support Analyst
GE CPM support and first-level on-call support. Maintained staffing resource list, and updated and corrected doctor preference cards.
GE CPM - Created, tested, and implemented a new site for an off-site outpatient Surgical Center
Assisted with the conversion of the diagnosis list from cpt code to body part.
Assisted with Epic OpTime build of Doctor Preference Cards (DPCs) from CPM DPCs.
Maintained Implant logs and lists in the resource catalog.
Functions as a project coordinator and project member
Supports and maintains clinical application information systems for surgical services software implementation
Provides basic analytical evaluation of customer needs and recommends appropriate system and workflow solutions
Collaborates with multidisciplinary clinical, physician, administrative, and informatics staff to complete projects and uses basic project management tools
Troubleshoots and resolves software and end-user support issues
Tests and supports system upgrades and conversions
Perot Systems – CHW Contract
2007 to 2008
Systems Analyst
Worked with operating room educator and coordinated staff training and new-hire orientation for ORMIS/CPM maintained Doctor Preference Lists and resource maintenance.
Build for CPM upgrade
Cerner Surginet support
McKesson PHS/HSM, and Cerner Surginet perioperative applications
Worked with director to validate that staff were fully informed of work assignments
Submitted accurate and prompt status reports
Reviewed and evaluated current processes, automated and manual, to identify areas of inefficiency
Provided timely and appropriate follow-up to user requests
Functioned as resource person for staff and site managers concerning software and hardware issues
Helped develop and maintain ORIS databases, resource catalog, and employee master
CHW - Northridge Hospital Medical Center – Northridge, CA
2003-2007
Information Analyst for Perioperative Services/Surgery Scheduler Manager
Cindy Boyle, BSRN, Director 818-***-****
Coordinated staff training for perioperative charting and keeping staff informed and updates of software, policy, and procedures
Maintained open communication between information systems and perioperative services to address departmental needs and concerns
Worked with operating room educator and coordinated staff training and new-hire orientation for perioperative applications. DeRoyal to ORMIS to CPM implementations and upgrades for the perioperative department,
Built and maintained Doctor Preference Cards.
Maintained OR Scheduler Module
Supervised Surgery Scheduling Department and Staff
Troubleshoot billing issues and errors between ORMIS (now CPM) and Business Services applications.
MicroMed, AS/400, Res-Q, and HammerLaunch support.
Provided IS support for the Impress Scan instrument room software system and the hospital’s Pyxis scrub stations
Provided IS support for the L&D GE QS software system
Helped with daily computer equipment evaluation and repair and maintenance reporting
Participated in daily departmental quality control and quality assurance activities
Performed statistical data acquisition for management projects
Maintained supply, equipment, patient charge, item costs, physician, and inventory information in the perioperative system
Helped implement surgery services upgrades, downtime, and dumb terminals through daily communication with the IS department
Provided equipment inventory and utilization reports
Updated surgeon privileges, proctoring, and suspension list
Granada Hills Community Hospital – Granada Hills, CA 1980 to 2003
Surgery Scheduler, ER Ward Secretary, ADT, Cashier, PBX
10445 Balboa Blvd, GH CA 91344 Gayle Owens, Director 818-***-****
LEFT HOSPITAL CLOSED DUE TO BANKRUPTSY
Compiled and reported statistics for surgical and GI services and maintained pre- and post-operative logs
Ensured proper coding of all charges and collaborated with information systems in maintaining the integrity of the charge code master
Maintained departmental policy and procedural manuals and updates
Maintained communication among medical and surgical staff for surgeon privileges
Surgical, GI, and Radiological scheduler
Patient registration representative
Dictated Emergency Room doctors’ notes
Verified insurance
Received payments
EDUCATION & PROFESSIONAL DEVELOPMENT
Certified Nursing Assistant, Kilgore College, Longview, Tx Completed 7/2025 License 7/29/2025 NA0061074589
AHA CPR BLS Certificate: 255********* Issued 7/10/2024 expire: 07/2026
Certified Nursing Assistant, Coast Health Career College, Anaheim, CA, Completed 6/28/19 License 1140779, EXP: 10/12/2021
Restorative Nursing Assistant, Certificate 7/13/2019, Nurses’ Development Center, Cerritos
CHHA Certificate, 8/15/19, Coast Health Career College, Expired 10/12/2021
The City of Irvine, CERT Certified #2312
Office Management, Parker Chiropractic College, Dallas, TX, 1984
Child Development and Liberal Studies, Moorpark College, Moorpark, CA, 1989
University of Phoenix, Computer Sciences Woodland Hills, CA 2005
REFERRALS –
Available on request
INTERESTS: COOKING, BICYCLING, GARDENING, PAPER CRAFTING, CLASSIC CARS
Contact this candidate