Call Center Medical Billing

KENYA J. GREEN

**** ****** ****** **

HYATTSVILLE, MD 20782

301-***-****; *****.*.*****@*****.***

ABOUT:

Experienced Customer Service Agent for Disaster Assistance & Recovery for the Federal Government and the Healthcare Industry. Strong healthcare professional with a certification as a Medical Biller & Insurance Claims Processing with a demonstrated history of working for Physician billing & Specialty Services in call center settings remote/telecommute and hybrid schedules.

SKILLS:

-Knowledge of Medical Terminology, HIPAA and Patient Confidentiality; Insurance Claims Processing & Verification

-EMR / Electronic Filing Systems and paper filing via CMS-1500 Medical Billing Claim form and Ability to problem solve, prioritize duties and follow-through completely with assigned tasks.

-Excellent verbal, written and listening/comprehension skills: able to listen actively and ask the right questions to comprehend as well as deduce what is implied in the communication

EDUCATION:

U.S. CAREER INSTITUTE (USCI), Ft. Collins, Colorado – online/remote learning, Course Major:

Medical Billing/Coding, Insurance claims processing and Insurance verification (Certificate of Completion for Medical Billing: Physician & Specialty Services - March 2018)

-Applied theory and practical skills to assign diagnostic and procedural codes to medical records according to state, federal and local government regulations.

-Integrate medical terminology, human anatomy, physiology and disease processes with medical coding and billing systems.

-Applied theory and practical skills to work in medical billing.

-Implement the essential skills of medical billing, electronic claims submission and insurance form completion for medical service providers.

-Applied effective medical ethics and legal theory in my career

Maryland University Global; LARGO, MD – online/remote learning, Major: Bachelor of Science: SOCIAL SCIENCE/MEDICAL ANTHROPOLOGY, 2016 – 2018 ~ Graduate Completion 2028

Social Science is the scientific study of human society and social relationships. The study of people, their behaviors, and interactions, including how they organize, govern, and their economies develop Is the focus ~ Medical anthropology is a subfield of anthropology that examines the relationship between health, illness, culture or global phenomenons & outbreaks explored through cultural, social, and biological factors that differ or align.

WORKFORCE EXPERIENCE / HISTORY:

November 2022 - April 2025 @ FEMA (FEDERAL EMERGENCY MANAGEMENT AGENCY) via

Department of Homeland Security (DHS), Hyattsville, MD 20782; Position: CSAC & Recovery Specialist ● Worked a Hybrid schedule in a Call Center environment for CSAC & RECOVERY efforts after a U.S. Presidential Declared disaster was issued to a County of a State.

●Supported the Recovery of individuals and communities, Homeowners and Renters with disaster assistance monetarily.

●Answered disaster assistance phone line to register Survivors servicing the entire United States of America

●Assisted with Locating Hotels & Hotel Accommodations for Registered Survivors

●Assisted Recovery efforts with Casework involving Homeowner Damage or Renters Assistance with Personal Property Damage.

●Conducted Appeals for denied cases that were requested to be Revised with proper documents in support of an Approval decision

●Provided advice and guidance related to disaster recovery programs and services to Survivors through State Governors assistance.

December 2020 - March 2022 @ ALTEON HEALTH, physician-owned and physician-led acute care medical groups, (REMOTE due to COVID-19 / Hub: Germantown, MD); Position: Medical Customer Service & Billing Support Specialist

●Compliant with HIPAA, Code of Conduct policies and organization regulations.

●Answered incoming calls from callers regarding Physician billing for Emergency Room Departments, Urgent Cares, Clinics and Rehab’s across the United States of America

●Assist customers with requests for information regarding their Physician diagnosis (Dx) medical billing, resolving issues and/or complaints

●Acquire and document all patient demographic information accurately for the account registration and patient healthcare insurance policies

●Follow protocol for complete patient registration process including accuracy and active status for verification of insurance coverage

●Applied billing and collecting practices including securing payment plans and financial assistance

●Reviewed and disseminated incoming documents/correspondence (i.e., Death Certificates,

Financial Assistance (Charity) Approval letters, Proof of Payment)

●Initiate and complete patient portal registration

●Collected copays, coinsurance, deductible and Self-Pay payments

●Responsible for updating and completing placed balance Holds, Auto Accident, Worker’s

Compensation and COVID-19 Cases on tracking log in Microsoft Teams

●Responsible for educating patients/guarantors on Contractual Physician Dx billing

●Ensured questions and concerns are processed and communicated with patients and referral sources both verbally and in writing in an accurate and timely manner

OFFICE & TECHNOLOGY EXPERTISE/SKILLS:

Software/Database:

•MS Suites; Google Drive, Teams

•Electronic Medical Records (EMR)

•IDX and MedConnect

•Athena Database

•VeriNet Database

•Medisoft & MedLook

•V-Lookup

•PeopleSoft Database

•8x8 Agent (call center connection)

•8x8 WorkBench Dialer

•ProTech Database

•Interceptor Scripter (automatic)

•Medical Scribe/Transcription/Dictation

•Adobe - editing

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