Customer Service Medical

Victoria R. Clark

*** ***** **** ** **** Forest NC 27587

PHONE 810-***-**** • E-MAIL ********.*********@*****.***

Objective

To obtain a position utilizing my education, experience and skills in a health care setting.

Education

September 1979-1982 Michigan State University East Lansing, Michigan

Natural Sciences

Emphasis on nursing- equivalent to an associate degree.

September 1982-1983 Lansing Community College Lansing, Michigan

Candidate for nursing school

Courses included: medical terminology, biochemistry, anatomy, physiology and phlebotomy.

Work experience

June 2011-Present Duke Raleigh Hospital

Emergency Department

Financial Care Counselor

• Analyze insurance coverage and benefits for service to ensure timely.

• Facilitate payment sources for uninsured patients.

• Determine if patient's condition is the result of an accident and perform complete research to determine the appropriate source of liability/payment.

• Admit, register and pre-register patients with accurate patient demographic and financial data.

• Calculate and collect cash payments appropriately for all patients. Reconcile daily cash deposit.

• Perform those duties necessary to ensure all accounts are processed accurately and efficiently. Compile departmental statistics for budgetary and reporting purposes.

• Explain bills according to PRMO credit and collection policies. Implement appropriate collection actions and assist financially responsible persons in arranging payment. Make referral for financial counseling.

June 2010-June 2011 WakeMed Hospital

Department of Pathology

Raleigh NC

Client Service Analyst I

• Working in Call Center responsible for calling all critical, hemolyzed and QNS specimens to the ED, inpatient units and outside doctor offices.

• Monitor interface systems-working on SoftLab, LIS and Sorian.

• Help nurses with specimen requirements for tests and researching tests that may need to be sent out to a reference lab.

• Maintaining Morgue Log book-coordinating NC Carolina Donor Services and Eye Bank, calling funeral homes and Medical Examiner.

• Rotating to Anatomic Pathology as secretary. Answering phones, sending out slides, reading consult reports to Pathologist.

September 2009-Present WakeMed Hospital

Emergency Department

Raleigh NC

Patient Account Representative

• Position is accountable for patient admission/registration, scanning documents, verification of Medicare, Medicaid and other commercial insurances, and some charge entry functions.

• Provides excellent customer service to all patients, family and visitors. Maintains strict confidentiality of every patient, medical record and report.

• Prioritizes and revises ED registrations ( i.e. code stemi, stroke and or traumas).

• Obtains and inputs complete demographic information for all registrations

• Position rotates through Adult ED, triage/check in and Children's ED. Utilizing computer systems-HMED, SMS, and AHIQUA.

August 2005-April 2009 University of Michigan - Department of Pathology

Ann Arbor, MI

Customer Service Representative

Answers MLabs Client phone line: trouble shooting, collecting patient information, communicating specimen requirements and procedures to clients and labs.

Perform QC and QA on all requisitions received. Follow up with all serious problems to supervisor or pathologists.

March 2004-August 2005 University of Michigan (U of M)

Ann Arbor, MI

Inpatient Unit Clerk II-Float Clerk

The knowledge and flexibility to float to 32 inpatient units including general care floors, birthing center, ICU’s PACU and psych units in both main and children’s hospital.

Duties included processing physician’s orders, computer data entry, putting together inpatient charts, calling codes, filing, and making discharge appointments.

May 2003-March 2004 U of M Hospital: Cardiac Procedures

Ann Arbor, MI

Outpatient Clerk III- Front Desk Clerk

Responsible for the day-to-day operational flow of the front office-including the Bay area, EKG, Echo, EP and Cath Lab.

Performed all check-in functions for patients and assisted in developing new procedures within the clinic. Provided input on the performance of other clerical staff and conducted formal on-the-job training for the front desk.

Acted as a liaison between families, patients and medical staff in handling problem patients, medical records and other difficult situations.

October 2002- May 2003 U of M Mott Hospital:

Congestive Heart Failure

Ann Arbor, MI

Outpatient Clerk III- Receptionist

Answerable to requests from five CHF nurses including phone lines, making appointments for patients, entering cardiac data into Access, and putting together clinic charts for cardiologists

Triaging phone calls from patients to determine a critical call or routine call.

May 2001-October 2002 U of M Hospital: Emergency Room

Ann Arbor, MI

Outpatient Clerk IV-Lead Clerk Trainer

Acting supervisor for clerical staff working closely with Charge Nurse, Residents and Attending providing total quality management, education and efficient operations.

Developed training manual for the unit, assisted in scheduling workers for stations and demonstrated skills related to teamwork, preceptor, mentoring and problem solving.

July 2000- May 2001 U of M Hospital: Emergency Room

Ann Arbor, MI

Outpatient Clerk III

Performed all tasks associated with registering patients, bed slips, paging system, answering phones, stamping paperwork and all other clerical duties.

Rotated through four workstations including Triage/Check-In, Med Path ER, Main ER and Pediatric ER.

February 1997-July 2000 U of M Mott Children’s Hospital

Ann Arbor, MI

Inpatient Clerk I-6 Mott

Processing physicians’ orders, computer data entry (respiratory and diet orders), putting together inpatient charts, answering phones, filling out lab requisitions, paging doctors, closing out discharge charts, making discharge appointments and assisted nursing staff in every way possible.

Participated in two committees-Clerical and Operational.

November 1995-September 1996 Toledo Hospital

Toledo, OH

Admissions Representative

Duties associated with registering inpatients, outpatients, and observations both direct and phone.

Shift coordinator on routine basis-responsible for delegating work performed on designated shift including booking beds for the hospital.

January 1993- May 1996 S.A.R.T., Inc.

Perrysburg, OH

Owner/Operator

Duties included managing all aspects of this Class II medical device business.

Extensive customer contact, bookkeeping, maintaining manufacturing files, adherence to Good Manufacturing Practices, understanding technical aspects of the manufacturing process and working with Vapor Phase Hydrogen peroxide sterilization components.

January 1990- May 2004 Erevia Products

Perrysburg, OH

Owner/Secretary/Treasurer/Chief Financial Officer

Duties included marketing, contacting customers, accounting, deliveries, formulating new recipes and all other tasks associated with this Salsa and Chips business.

December 1988-April 1990 Sunshine Inc

Maumee, OH

Human Resources Assistant

Conducted employee health insurance orientations, updated 365 employee files weekly, posted jobs, called in classified ads, data entry, answered phone for the department, and miscellaneous duties for the director.

April 1988-November 1988 Medical College of Ohio

Toldeo, OH

Medical Records Clerical Specialist

Handled all incoming Medicare, Blue Cross/Blue Shield claims for the department.

August 1984-December1984 Citation Clinical Laboratory

Southfield, MI

CRT Operator

Employed full time night shift coding medical tests and data entry.

April 1983-July 1984 Health Central

Lansing, MI

Medical Records Clerk

Filing of medical records answering phones, direct patient/doctor contact and computer data entry.

Summers of 1979, 1980, and 1981 Blue Cross and Blue Shield of

Michigan

Detroit, MI

Clerk Specialist

Drug Services Department-coding of medical tests, mailing of reports, and computer data entry.

Skills

The ability to effectively manage and motivate others in a friendly manner. Persuasive communicator, quick learner, and leader in developing relationships with colleagues, customers and staff at all levels. Hands on experience in training and the patience to multi-task in a fast paced environment.

References

References and work performance evaluations available upon request.

Contact this candidate