Healthcare Operations & Support Professional with Epic Experience
Resume:
Nicole McClendon
Work Experience
Wellstar Hospital Healthcare
Patient Access Specialist February 2024- Current
●Epic Experienced
●Billing and imaging insurance verification
●Patient registration and scheduling
●Medical billing
●Doctor order verification
●Billing processing / claims
●Prior authorization specialist experienced
●Epic coding experienced .
Wells Fargo- Bakkt LLC.
Senior Help Desk Specialist May 2021-January 2024
●Help New agents who coming from training get step up on the call center floor
●Take Supervisor call when a customer calls in upset
●Handling case that what filed due to fraud on the account or balance incorrection
●Handled the claim and set up fraud case for customer account
●Handle escalated calls and come up with strategies to handle customer problems and concerns
●Contacting customers to go over resolution for their claim and offering options to solve the issue at hand .
Change Healthcare, Alpharetta, GADecember 2019- March 2020
Senior Fax Mail Scheduler
●Contact by phone, email or fax all assigned medical offices/facilities requesting or negotiating specific medical records to be retrieved within a specified period – this includes the following:
●Identification of all sites/providers affiliated with assigned sites within the scheduling system before calling the site.
●Develop a positive rapport with site contacts and be customer service point of contact for site contacts.
●Validation of demographic data for the medical provider’s location
●Scheduling of chart retrieval via Electronic Medical Record options, requesting the office fax or mail in requested chart copies.
●Confirmation of the presence of the requested chart(s) and that the location demographics are correct for chart placement and retrieval if medical group contains multiple physical locations.
●Escalate and follow up with internal business partners regarding issues impacting successful retrieval of charts as well as support to expedite completion of charts received within project completion dates.
●Maintain thorough documentation in OPM of scheduling commitments, contacts, notes and special requests in support of successful chart retrieval
National Video Monitoring, Atlanta, GADecember 2018- May 2019
Video Monitoring Security
●Monitor designated cameras for irregular or unusual conditions that may create security concerns or safety hazards.
●Notify management, key holders, and police or fire department in the event of fire or presence of unauthorized persons.
●Complete detailed written reports documenting incidents.
●Identify suspicious activity at monitored facilities.
●Assist management in handling situations after-hours.
●Conduct hourly radio checks.
●Video Recording Transfers sent to proper police departments
Georgia Regional Hospital, Atlanta, GA March 2018- November-2018
Fill-in Medical File Clerk
●Verifies information on applications, records or forms for accuracy.
●Counts, weights, measures, sorts, files or stores material.
●Addresses envelopes or packages by typewriter, computer or hand, and stuffs envelopes by hand or with machine.
●Answers telephones, conveys messages, makes appointments, and runs errands.
●Orders supplies when needed. Prepares and delivers outgoing mail.
●Stamps, sorts, logs and distributes incoming mail. Performs typing and/or data entry.
●Photocopies and faxes documents. Compiles and generates reports.
●Performs a variety of clerical duties
Paramount Staffing/Southeast Trans, Atlanta, GA May 2017 -January 2018
Front Desk Receptionist
●Answering phones
●Handling questions from various department
●Greeting visitors and checking them in
●Inbound/Outbound calls
●Dispatch calls/ Dispatching Drivers
Benvis-Call-Center, Atlanta, GAJune 2017- January 2018
Customer Service/Receptionist
●Handle customer complaints actively and resolve them on time.
●Provide all the information that customer requires.
●Take orders and calculate the charges.
●Keep track of customer information and their issues.
●Generate sales leads.
●Open customer’s account by gathering all the required information.
●Explain all the details to the customer.
●Review customer accounts for any changes.
●Maintain healthy relationship with the customers.
●Ensure the quality of services is maintained.
●Handle change in policies of the company and explain them to the customer.
nCourt-Call-Center, Alpharetta, GA December 2016 – April 2017
Customer Service Representative
●Provided excellent customer service to customers by answering inquiries, finding correct solutions, and taking payments
●Responsible for all customer inquiries and processing credit card payments.
●Provide excellent sales and customer service.
●Follow up to customer inquiries.
●Work with confidential information Solve to resolve issues on first call.
●Enters data from customers. Appropriately communicate. Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
Wipro-Call-Center, Atlanta, GA July 2014 – January 2016
Customer Service Representative
●Answer incoming customer inquiries
●Collaborate with management teams to stay updated on new products, services, and policies
●Record customer information within our customer service database
●Engage with clients in a friendly and professional manner while actively listening to their concerns
●Offer support and solutions to customers in accordance with the company's customer service policies
Alorica-Call-Center, Atlanta, GA August 2013 - April 2014
Customer Service Representative
●Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
●Maintain and update customer information as necessary
●Calmly attempt to resolve and de-escalate any issues
●Escalate calls to supervisor when necessary and appropriate
●Respond to requests for assistance and/or possible processing of credit card authorizations
●Tracks call-related information for auditing and reporting purposes
●Provide feedback reports on call issues related to downtime and/or training issues
●Upsell to customers as necessary
Education
South Atlanta High School- May 2012
Contact this candidate