Call Center Service Agent

SUSAN BERGMAN

*** ***** ******* *** • Canton, GA 30114 • 770-***-****

********@*****.*** • www.linkedin.com/in/susan-bergman-196a15173

PROFESSIONAL SUMMARY

Seasoned Office Manager with 14 years of experience overseeing operations in a fast-paced internal medicine practice. Proven track record of streamlining administrative workflows, enhancing patient satisfaction, and ensuring regulatory compliance. Adept at managing multidisciplinary teams, coordinating schedules, handling medical billing and insurance claims, and implementing efficient EMR systems. Recognized for fostering a collaborative work environment, maintaining confidentiality, and driving continuous improvement in office procedures. Committed to delivering exceptional support to physicians and staff while optimizing patient care delivery.

PROFESSIONAL EXPERIENCE

Northside Dawson Primary Care – Office Coordinator / Account Specialist

December 2012 – September 2025

Directed daily operations for a busy internal medicine office, scaling from a small team to a full clinical staff.

Optimized appointment scheduling workflows, reducing wait times and enhancing patient satisfaction.

Oversaw billing and insurance processes, ensuring timely reimbursements and compliance with healthcare regulations.

Coordinated staff onboarding, training, and performance evaluations to support a high-functioning team environment.

Kid’s Depot – Director

September 2006 – 2010

Directed daily operations and supervised a team of 25 employees.

Ensured compliance with Georgia’s Bright from the Start regulations.

Managed scheduling, invoicing, and administrative processes to maximize efficiency.

Leland, Inc. – IT Specialist / Systems Administrator

August 1985 – 2002

Installed, updated, and supported manufacturing software for clients on-site and remotely.

Developed user manuals and trained staff on IBM COPICS systems.

Maintained system backups, ensuring data integrity and security.

EDUCATION

Certified Medical Assistant – Lanier Technical College (2012)

Early Childhood Education – Lanier Technical College (2001)

Associate of Science – Middle Georgia College (1982)

CORE SKILLS

Medical Billing & Coding (ICD-10, CPT, HCPCS)

Insurance Verification & Reconciliation

EMR Systems & Data Management

HIPAA Compliance & Patient Privacy

Office Administration & Scheduling

Staff Leadership & Training

Patient Relations & Communication

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