Customer Service Patient Services
Resume:
Phelma Poindexter
*********@*****.***
Friendly and enthusiastic Customer Service Rep with 10 years of specialization in a call center/ receptionist atmosphere. Able to learn new tasks quickly and proficient in growing key customer relationships. Represent establishment with friendly, professional demeanor at all times.
Work Experience
Sterile Processing Technician
Ascension-Racine, WI
January 2023 to Present
• Assemble and put together case cards for current surgeries
• answer the telephone in a timely fashion to make sure that the operating room has supplies that is needed
• Set up daily card for extra supplies that may be needed for the surgeries for the day
• Disinfect and clean work area
• Assist with Decontamination the instruments that were previously used in a surgery
• Assist with wrapping putting together loaner trays for surgery
• Testing the washers sterilizers and the pro machines
• Assist with pill packing individual instruments that needs to be put away and still environment Patient Service Representative
Advocate Aurora Health-Milwaukee, WI
June 2021 to Present
• Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages.
• Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information; obtains prior authorizations when needed.
• Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.
• Coordinates the scheduling of more complex patient appointments, tests and procedures. Instructs the patient on pre and post-procedure protocols (i.e. medication guidelines, food / beverage consumption guidelines, check-in procedures, directions to facilities, etc.).
• Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate. Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payor requirements.
• Identifies, reports, and resolves problems regarding registration or authorizations to appropriate individuals and departments.
• Monitors patient flow to ensure they are cared for in the most efficient and courteous manner. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.
• Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.
• May educate patients, staff and providers regarding prior authorization requirements, payer coverage, eligibility guidelines, documentation requirements, and insurance changes or trends.
• Acts as a resource to patient services staff, resolving moderately complex patient concerns. Assists department leadership with orientation and training for patient services staff. Member Service Representative II
Common Ground Healthcare Cooperative-Milwaukee, WI June 2021 to January 2022
Assist Members with invoices and paying off balances Assist members with setting up online payments and online profiles Request mailing out medical ID cards
Educate and explain member plan benefits
Assist and provide members with pre-authorization information Provided information or statuses for Epo / Dr referrals Provided in network providers assistance
Leave outbound calls to assist customers
Corporate customer service rep
Bmo Harris Bank-Brookfield, WI
November 2016 to January 2021
Use computers for various applications, such as database management or word processing.
Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
Create, maintain, and enter information into databases. Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
Complete forms in accordance with company procedures Process transactions such as term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits. Identify transaction mistakes when debits and credits do not balance. Resolve problems or discrepancies concerning customers' accounts. Compose, type, and mail customer statements and other correspondence related to issues such as discrepancies and outstanding unpaid items.
Inform customers about foreign currency regulations, and compute transaction fees for currency exchanges.
CUstomer Service
H.S.A Bank-Milwaukee, WI
November 2014 to July 2016
Assist customers with inquires on H.S.A accounts F.S.A accounts and also M.S.A accounts. Help customer Navigate customer with internet banking Educate customer on regulations and guidelines for the Health Saving Accounts, Flexible spending accounts and Medical Spending Account Help employers set up, fund, and create excel spread sheets to add delete or close accounts.
Assist customers on how to submit insurance claims for F.S.A accounts Train new employees on systems that was being used and also help maintain regularly scheduled office hours to support new employees with questions Collaborate with colleagues to address teaching and research issues. Receptionist
ATC income Tax-Milwaukee, WI
December 2008 to February 2014
Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
Receive payment and record receipts for services.
Hear and resolve complaints from customers or the public. Schedule appointments and maintain and update appointment calendars. File and maintain records.
Collect, sort, distribute, or prepare mail, messages, or courier deliveries. Keep a current record of staff members' whereabouts and availability. Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.
Education
Medical Billing and coding
Stanford Brown College West Allis
August 2007
High School Diploma
Bradley Tech High School - Milwaukee, WI
June 2005
Skills
• Debits & Credits
• Medical Coding
• Medical Billing
• Customer service
• Insurance Verification
• Word Processing
• Medical Records
• Sterile processing
• Computer literacy
• Organizational skills
• Communication skills
• Time management
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