Medical Training & Issue Resolution Specialist
Resume:
Bethany Brown
Medical Training Specialist, Medical Specialist, Issue Resolution Specialist, Sales,
Consumer Service Specialist, EMR/ Medical Trainer
Oklahoma City, OK 73110
***********@*****.***
Professional Summary
Customer Service where my experience can add value to a customer/patient-centric team. Utilizing strong communication skills and providing world class service to my customers and/or patients. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Issue Resolution Specialist/Account Coordinator, Project Integration Manager Seneca Global Services (Emerge) Human Resources Division-Fort Riley, KS June 2022 to June 2024
• Liaison between the MTF Site and various stakeholders to include DHA Health Informatics (HI), Implementation team, Program Management Office (PMO) and other MTF’s within the DHA enterprise.
• Support Deployment activities, Business Process adoption, and report/metrics activities.
• Facilitate and participate in site Informatics Steering Committee activities.
• Manages, coordinates, and maintains all local Global Service Center (GSC) tickets associated with MHS GENESIS applications and medical device connections.
• Collaborates with local MTF, Solution Owners, Super Users (Peer Experts), and Functional Champions on troubleshooting technical issues related to MHS GENESIS applications and connectivity.
• Communicates and disperses all downtimes to the local MTF for awareness.
• Assign classrooms/computer rooms for training and provide calendar invites.
• Manage training rosters, user role assignments, and load provider credentials.
• Forecast manpower requirements for trainers (trainer staff onsite
• Track and facilitate action items related to implementation and sustainment.
• Support site scheduled events deployment activities, and sustainment planning.
• Support and facilitate gap analysis of events’ output data.
• Submits tickets to initiate MHS Genesis account creation and provisioning for end users.
• Triages all local ticket issue associated with go-lives, system upgrades, modifications, and connectivity.
• Assist with preparing instructional aids and materials for training.
• Manage domain access, privileges and verify end user role and clinic responsibilities to ensure correct roles assignment for MHS GENESIS.
• Troubleshoot end user role issues and identify any role adjustment.
• Formulates training outlines and determines instructional methods, utilizing knowledge of specified training needs and effectiveness of such methods as individual training, group instruction, over-the- shoulder support, and virtual training.
• Ability to design, develop, implement, and evaluate training plans, curricula, and methodology.
• Demonstrates skill in preparing instructional aids and plans and determining training objectives and goals.
• Develops or directs the development of solutions to complex problems requiring extensive understanding of the project functionality and lifecycle.
• Assists in facilitating MHS GENESIS related deployment phase and sustainment phase related activities.
• Designs, develops, and maintains reports and analytical tools.
• Uses current knowledge of business and technology to recommend systems and process improvements.
• Provide support to Military Treatment Facilities (MTFs) outside the primary region, if needed, as directed by the Regional Project Manager.
Customer Care Representative II/ Subject Matter Expert and Trainer Magellan Health-Remote
February 2022 to June 2022
• Actively listens and probes callers in a professionally and timely manner to determine purpose of the calls.
• Researches and articulately communicates information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.
• Resolves customer administrative concerns as the first line of contact - this may include claim resolutions and other expressions of dissatisfaction.
• Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
• Assists in the mentoring and training of new staff.
• Assumes full responsibility for self-development and career progression; proactively seek and participate in ongoing training sessions (formal and informal).
• Comprehensively assembles and enters patient information into the appropriate delivery system to initiate the EAP, Care and Utilization management programs.
• Demonstrates flexibility in areas such as job duties and schedule in order to aid in better serving members and help Magellan achieve its business and operational goals.
• Educates providers on how to submit claims and when/where to submit a treatment plan.
• Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved.
• Informs providers and members on Magellan's appeal process.
• Leads or participates in activities as requested that help improve Care Center performance, excellence and culture.
• Links or makes routine referrals and triage decisions not requiring clinical judgment.
• Performs necessary follow-up tasks to ensure member or provider needs are completely met.
• Provides information regarding Magellan's in-network and out-of-network reimbursement rates and states multiple networks to providers.
• Refers callers requesting provider information to Provider Services regarding Magellan's professional provider selection criteria and application process.
• Refers patients/EAP clients to the Magellan's Care Management team for a provider, EAP affiliate, or Facility.
• Responsible for updating self on ever changing information to ensure accuracy when dealing with members and providers.
• Support team members and participate in team activities to help build a high-performance team.
• Thoroughly documents customers' comments/information and forwards required information to the appropriate staff.
• Assist with Training Dept to train incoming employees on calls and how to handle certain situations.
• Organizing and Creating SOP's for the Representatives to follow. Medical Assistant
Irwin Army Community Hospital-Fort Riley, KS
June 2021 to December 2021
• Perform full range of receptionist, recordkeeping, and miscellaneous clerical duties.
• Maintain and monitor patient appointment schedules for the clinic.
• Receive patients and visitors as the initial point of contact, in person or telephonically.
• Monitor and communicate delays in scheduled appointments to the appropriate staff and patients.
• Maintain all patients' records, both electronic and paper.
• Ensure the patient completes all necessary forms prior to being seen by the provider.
• Notifies appropriate staff of the patient's arrival.
• Type routine correspondence, progress reports, medical statements, memoranda, and statistical reports.
• Respond to emergency calls, and notifies emergency medical personnel.
• Receive minimum patient information and provides information to medical personnel. Underwriter II
CARVANA-Tempe, AZ
September 2019 to March 2021
• Verify income and ensuring the customer budgets for the vehicle they are intending to purchase.
• Verify the driver's license is valid and eligible to purchase a vehicle.
• Verify the customer has funds in his/her account to make purchase of vehicle inquiring about.
• Verify the credit through the major credit bureaus and running reports for any charge offs/bankruptcy/ or Repossessions in past.
• Ensure no documents have been altered to make the purchase. (Such as paystubs, Income taxes, work offer letters, or self-employed documents)
• Help customers choose their vehicles by features, lifestyle needs, and wants.
• Go through the features that each vehicle may or may not come with and ensure that it is exactly what the consumer is requesting.
• Go over terms with customer so that they feel comfortable with their purchase.
• Explain to the consumer how the process will work once the sale is finalized, what to expect and how they will receive their vehicle. Whether it will be picking up from the "Carvana Vending Machine" or being delivered to their home.
• Reviewing documents for bill of sale for all insurance needs, registration, warranties, and title documents per State requirements.
• Ensuring that consumer understands when first payment is due, how to access payment portal and the APR that they were financed under.
• Clarifying any areas where the consumer may have questions and reassuring them on their wonderful purchase with Carvana and their 7-day/400 Miles return process if they are unsatisfied with their purchase or would like to upgrade to something different per their needs. Medical Office Manager/Medical Assistant
Banner Heath-Tucson, AZ
June 2016 to September 2019
• Knowledge of the Joint Commission
• Maintain Credentialing for providers
• Manage the daily operations of the clinic, including scheduling, patient flow, and administrative tasks.
• Supervise and train office staff to ensure optimal performance and adherence to clinic policies.
• Ensure compliance with healthcare regulations and standards.
• Develop and implement office policies and procedures to improve efficiency and patient satisfaction.
• Handle patient inquiries, complaints, and feedback professionally.
• Collaborate with healthcare providers to optimize patient care and clinic operations.
• Manage inventory and supplies, ensuring the clinic is well-stocked and organized.
• Coordinate staff meetings and training sessions to promote a positive work environment. Automotive Sales Consultant
Jim Click Automotive Team-Tucson, AZ
November 2017 to March 2019
-During scheduled work time greets all customers promptly and courteously.
-Accurately, completely and legibly completes information required on all required sales forms
(Department ofMotor Vehicles, credit applications, offer to purchase contracts, etc.).
-Uses telephone for seeking and obtaining appointments with prospective buyers, responding to direct inquiries and follows-up with previous customer contacts.
-Knows and is able to relate clearly to potential buyers the benefits of new features, specifications, prices, colors, options, accessories, models, series and standard equipment on all product lines.
-Regularly presents a feature and benefit presentation of the vehicle, tailored to the customer’s interest and needs.
-Safely drives vehicles on pre-established demonstration route.
-Physically inspects both vehicles for sale and vehicles presented for trade-in to identify any defects, flaws, blemishes and damage either on the exterior or interior.
-Obeys all state, federal and Department of Motor Vehicles laws and regulations, adheres to all Company policies, procedures and ethical standards and established industry guidelines. Lead Medical Assistant/Phlebotomist/Scribe
Providers Direct PLLC-Tucson, AZ
April 2012 to March 2016
• Take vitals, must be efficient in taking manual blood pressure.
• Reviewing and completing patients' history and physical, updating patient charts and medications.
• Prepare exam rooms, including keeping rooms sterilized, neat, and stocked
• Assist physician with in-office procedures, injections and exams.
• Insert and remove IV's
• Assist Procedure Technician and Sedation nurse in procedure tray setup, utilizing sterile technique
• Counsel patients by transmitting physician's orders, answering questions and explaining treatments, procedures, medications and physician's instructions.
• Contact medical facilities or departments to schedule patients for tests and/or admission.
• Answer phones
• Schedule procedure and routine appointments.
• Prep charts and review schedule for upcoming office visits.
• Administer injections
• Medication Authorizations
• Chart in real-time as the provider assesses and examines the patient.
• Document the history, physical exam, assessment and plan, results, procedures, treatment, and physician consultations.
• Record provider dictated diagnoses, prescriptions and instructions for patient follow-up.
• Locate and obtain past medical histories, previous charts, past results, and studies.
• Transcribe ancillary test results and their interpretations.
• Check on the progress of labs, imaging studies, and other patient data.
• Retrieve and display current and past EKGs and imaging films (e.g. Xray's for the provider to review and record provider’s interpretation (if applicable).
• Comply with all national and local PHI laws including in HIPAA and HITECH.
• Comply with all facility, department, company policies and procedures.
• Performs related duties as assigned.
Education
Certified Medical Assistant in Medical assistant
Montana State University - Bozeman, MT
September 2011 to April 2012
High school diploma in General studies
Canyon Rose Academy - Tucson, AZ
September 2007 to April 2008
Skills
• Medical Terminology (10+ years)
• Medical Scheduling
• Hospital Experience
• MICROSOFT WINDOWS (10+ years)
• Cerner (6 years)
• Epic (5 years)
• Experience Administering Injections
• Computer Skills (10+ years)
• HIPAA (10+ years)
• Analysis skills
• Office Management
• Medical Coding
• Underwriting
• Customer service (10+ years)
• Microsoft office (10+ years)
• Triage (10+ years)
• MHS Genesis (4 years)
• Automotive service (5 years)
• Administrative experience (10+ years)
• Conflict management (10+ years)
• Clerical Experience
Certifications and Licenses
Certified Clinical Medical Assistant (CCMA)
April 2018 to Present
Certified Medical Assistant (AAMA)
April 2018 to Present
BLS Certification
CPR Certification
Driver's License
AED Certification
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