Customer Service Specialist with Healthcare Focus
Resume:
Christina Dews
Camp Springs, MD. 20746
To obtain a challenging position which enables the ability to utilize my professionalism, positive attitude towards learning willingness to work as a team member to enhance my career goals.
Work Experience
Customer Service Call Center Advocate (Remote)
BPCI/ United Health Group 11/2022- 03/2024
Answered Inbound calls from member’s, providers offices, in a timely manner, professional demeanor, while identifying (asking probing questions) the next direction to take, to assist and resolve the member’s issue.
Focus on resoling issues, such as: billing, and payment, scheduling transportation, along with scheduling member’s doctor’s exams, and assisting with admitting members in treatment facilities (as needed).
Assisted members with navigating, and understanding their benefit coverage, and limitations, while referring, and directing members to the correct department, as needed.
Delivered the necessary information, while closing gaps to encourage/promote healthier lifestyles.
Reading from scripts, asked probing questions to assure all necessary help, along with providing member with resources as needed, while documenting each call within the UHC systems, and following all UHG/HIPAA guidelines.
Focused on resolving member’s issues on the first call, navigating through complex computer systems, to identify the status of the issues, and provide appropriate response to caller.
Completed documentation necessary to track member’s issues and facilitate the reporting of overall trends.
UNIT CKERK/ CUSTOMER ERVICE REPRESENTATIVE
Howard University Hospital 01/2020- 12/2022
Greeted, and assisted patients with locating family, or with directions as needed. Answered/ transferred phone calls in a professional timely demeanor, while admitting, transferring, discharged patients as needed. Transported patients, and specimens as needed, while assisting with medication pickups, while training new hire employees.
Phlebotomist/Clinical Technician II
Maxim Medical Staffing/ Virginia Hospital Center- Arlington, Virginia 01/2019-01/2020
Greeted, patients, while verifying patient’s identity, palpated patients arm, for suitability.
Sterilized/ sanitized patient site, and collected patients’ blood, using a variety of routine techniques, such as: the heel stick, finger stick method, venipunctures, using the order of draw, per the hospital, and OSHA policies.
Assured the integrity of blood specimens for laboratory testing through accurate selection of collection tubes, and correct technique, while inputting results into the Epic database.
Maintained my professional ability to work in high stress area, while reporting necessary changes to RN, while offering suggestions, revisions to patient’s plan of care.
Provided direct bedside care to patients as assigned, but not limited to: bathing, skin care, toileting, mouth care, assisted with range of motion, transporting patients to different appointments Perform routine sterile, and nonsterile treatments inclusive, but not limited to; tube feedings, ostomy care, Foley catheter care, EKG, Bladder Scans, IV insertion, monitoring care, and wound care, maintenance and removal of drainage tubes with, and without pump or suction, point of care testing, care of oxygen equipment Participates in patient, family teaching, as directed.
Phlebotomist/Customer Service Representative
CSL Plasma - District Heights, MD 01/2019 to January 2020
Greeted donor, while verifying donor’s identity. Triaged/Performed finger pricks, and weight, blood pressure, temperature checks to reassure hematocrit, and protein level suitable for donation. Calibrated the apheresis machine daily, reassuring suitable for use, documenting any abnormalities. Set up machine, while verifying donor’s demographic information, while using the hand handle PDA. Performed vein check, by palpating arm. Perform 30 second arm scrub, perform venipuncture, while reassuring donor does not have any adverse events. Wrap donor arm, pay donor out, and schedule next donation date in PDA. placed on my PPE, and set up apheresis machine, while testing equipment for suitability. Verify donor’s demographic information inside PDA (using Nextgen software), while reassuring no iodine allergies. Check for suitable veins, and performed arm scrubs, performed venipunctures on multiple donors, while reassuring safe collection of plasma, per FDA requirements.
Operator
Metro Access - Temple Hills, MD
March 2019 to November 2019
Pre-inspected vehicle daily to reassure operable for service. Picked up, and assisted clients with entering on to the vans in a safe manner, while transporting disabled patients to their destinations. As sited, and reported any incidence immediately. Cleaned, post inspected van upon return of vehicle
CMA/Phlebotomist
Community Health System - Largo, MD 01/2017 to 05/2019
Traveled different client's residences daily, and assisted with client’s everyday daily activities, such as: cooking, bathing, washing clothes, light housekeeping. Administered meds as instructed, whole jotting down abnormalities, and performed different testing as instructed. Transported clients to doctor’s appts, as needed.
Residential Care Giver
Synergy Healthcare
2017 to 2019
Traveled/arrived at different work sites daily, in a timely manner.
●Greeted, assisted clients with personal care, including dressing, mobility, administering medication, personal hygiene, meal preparation, eating, and transportation to necessary doctor appointments as needed.
●Monitor patient medications, and update health charts.
●Maintain open communication between families, and health care professionals regarding client’s medical and emotional condition.
●Document, and report any changes to client’s health status. ● Ensure highest client safety and wellbeing, while following HIPAA, and OSHA standards.
Accounts Receivable Clerk
Hire One - Washington, DC
2013 to 2019
Received and verified invoices, and requisitions for goods, and services.
●Verifying that transactions comply with financial policies, and procedures.
●Prepared/ verified and process invoices and coding payment documents, and batches of invoices for data entry.
●Processed backup reports after data entry, while managing the weekly cheque run. ● Prepare vendor cheque for mailing, list all vendor cheques in logbook.
Health Technician / Lab Technician
Walter Reed Army Medical - Washington, DC
01/2008 to 01/2013
Greeted, and logged patients into the CHSC database.
Performed verification of patient's identity, and demographic info, while pulling requested lab orders out of the system.
●Performed multiple blood specimen collections on Infectious disease, diabetic, handicapped, and geriatric patients.
●Disposed of sharps, and blood products as required by OSHA standards. ● Stocked, and sterilized stations as needed.
Collection Technician II/ Customer Service Representative
American Red Cross - DMV
2006 to 2008
Traveled/arrived at different sites daily, while assisting w/ the set-up of blood drive.
●Performed function checks on all equipment to reassure suitability for use.
●Greeted, and verified donor's identity, while performing capillary punctures, and health assessments for eligibility.
●Questioned multiple donors, reading from a script, to reassure safe products. ● Collected units of blood in accordance to Red Cross policies.
Medical Assistant / Medical Biller/ Registrar
Howard University Hospital - Washington, DC
2003 to 2006
Greeted pt. In a professional demeanor.
● Triaged pt. while documenting abnormalities for five doctors. ● Scheduled/registered new patients in Howard's database. While scheduling, and canceling patient appointment, along with in putting ICD9 codes, for billing purpose.
Education
Dix Street Academy - Washington, DC 09/1994- 06/1996 (General Education Diploma)
Sanz School Of Washington- Washington, DC 09/2002- 08/2003 (Certified Medical Assistant)
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