Customer Service Administrative Assistant

DEIRDRE THURMOND

**** **** ****** ****** ************ PA 19121 769-***-**** *******.**********@*******.***

PROFESSIONAL PROFILE

Well-regarded professional backed by administrative, leadership, call center, and customer service experience. Able to perform a wide range of clerical duties to assist with the planning, management, and coordination of the department's overall objectives. Maintain operations by following policies and procedures.

High Academic Honors Recognition / Honor Roll.

Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.

Customer service skills necessary to communicate effectively with patients and healthcare providers.

Strong time management skills with ability to establish priorities to meet timelines.

Pay close attention to detail to ensure accuracy.

Communication Platforms – Zoom.

Microsoft Office Applications – Word, Excel, and PowerPoint Type 45 WPM.

SUMMARY OF QUALIFICATIONS

Patient Processing Patient Registration Medical Records Management Check In Check Out Data Entry

Release of Information HIPAA Compliance Medical Laws & Ethics CMS 1500 Claim Form Billing Cycle

Claims Appeal Process Medical Billing Knowledge Third Party Billing Scheduling Appointments

Medicare Medicaid HMO PPO Medical Administrative Assistant Medical Terminology Medical Transcription

Basic Coding Skills for ICD-10 & CPT Insurance Verification Anatomy & Physiology

Principles in Accounting Economics Business Math Business Law

EDUCATION / PROFESSIONAL DEVELOPMENT

Ultimate Medical Academy Associate of Science Degree / Health Sciences – Medical Administrative Assistant, 2025

DeVry University Accounting, 2010

The Department of Mental Health Southern Mississippi – Jackson, MS Certified Peer Specialists

NAMI Mississippi – Jackson, MS Peer to Peer

EDUCATION HIGHLIGHTS

Ultimate Medical Academy – Tampa, FL 01/2024 – 06/2025

Full Time Student: Medical Administrative Assistant

Introduced to the following concepts:

Medical terminology and general medical office procedures.

Customer service and performing administrative duties such as patient processing, medical records management, release of information, medical billing, and basic ICD-10 and CPT coding.

Electronic Health Records (EHR), CMS 1500 claim forms, Medicare, and Medicaid.

Medical ethics and compliance including HIPAA privacy and security guidelines.

PROFESSIONAL EXPERIENCE

Talon Professional Services, LLC/St. Luke’s Hospital 05/2024-08/2025

Patient Service Desk

Identify and resolve service requests received from our patient user community into the Service Center. Served as the main source of contact, providing excellent service to customers.

Enter all customer related information, questing for accurate and concise data for the creation of valid reports into the Work Order system.

Dispatch escalated service requests to correct technicians or vendors as appropriate.

Act as a central point of contact in application outage/incident situations and disseminate pertinent information as necessary according to Patient Service Center procedures.

Express Employment Professionals / Staffers, Inc. Southern Research Group – Jackson, MS 11/2021 – 09/2024

Customer Service Representative – Call Center

Awarded Employee of the Month recognition.

Served as the main source of contact, providing excellent service to customers.

Trained new employees and coded call effectiveness.

Made outbound promotional calls to casinos and offered bonus points to concerts and spas to secure reservations.

Communicated effectively and built rapport to meet standards for customer service.

Department of Mental Health of Southern Mississippi – Gulfport, MS 03/2021 – 06/2022

Remote Administrative Assistant

Handled incoming and outgoing telephone calls, scheduled appointments, and maintained files.

Managed general administrative activities to ensure efficient day-to-day operations of the office.

Prioritized and managed workload to meet deadlines and provided professional customer service.

Victory Marketing Staffing Agency Sprint Mart Shell – Jackson, MS 10/2020 – 04/2021

Team Lead / Cashier / Customer Service

Opened and close the store, counted money in safe, ran reports for directors, and trained employees.

In charge of lottery, inventory, and maintenance, checked in vendors, and stocked merchandise.

Interacted with customers, sold and upsold merchandise, answered questions regarding products, recommended, selected, and helped locate best product to match customer needs.

Operated cash register, scanned merchandise, accepted payments, and ensured accuracy of cash drawer.

Provided efficient and courteous customer service.

Worked in a positive, respectful, and team-oriented manner and interacted with diverse customers and staff.

Mississippi Department of Correction – Greenville, MS 01/2016 – 04/2021

Alcohol and Drug Instructor

Prepared curriculum, planned and implemented program, and supervised students for effective instruction.

Assessed student strengths and weaknesses to address individual needs.

Established cooperative relationships and maintained discipline and classroom control that fostered a safe and positive environment

Reinforced after care plans, kept accurate records, and helped with administrative tasks for Director of program.

ADDITIONAL EXPERIENCE

Prior work history includes 2+ years of experience as an In-Office Customer Service Representative for The Umbertone Insurance Agency and as a Package Handler / Line Production for TempStaff

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