Dedicated and empathetic healthcare professional with 10 years' experience of providing organization and structure to a medical office environment. Forward-thinking and resourceful with strong attention to detail and a positive and upbeat mentality. Highly skilled in working within collaborative environments and utilizing effective problem-solving techniques. Excellent communication and interpersonal skills with patients, families and other healthcare professionals.
Skills
Computer and technology savvy
Professional telephone voice
Adept knowledge of Epic and Centricity EMR
Strong understanding of HIPPA and privacy laws
Exemplary call documentation
Excellent written and oral communication
Creative problem solving
Quick learner
Critical thinker
Conflict resolution
Technologically savvy
Adaptive team player
Organizational strengths
CPC-A Certified ICD-10-CM, CPT and HCPCS
Experience
11/2019 to Current
Rep 1 Customer CareCape Cod Healthcare Inc. – Plymouth, MA,
Educate participants in need of assistance with their prescription benefits.
Evaluate participant account information to assess current issues and determine potential solutions.
Uphold a high degree of discretion regarding sensitive and confidential matters.
Comply with privacy and security requirements established by HIPAA.
Effectively utilized resource solutions using company databases and references.
Maintained calm, professional, friendly demeanor to de-escalate upset participants, and resolve issues with prescription benefits.
Cultivate professional member relationships by asking appropriate questions, identifying needs and providing insightful information regarding client's products
Informed members about billing procedures, and processed payments.
01/2016 to 07/2018
Medical CoderKindred Healthcare – Hobart, IN,
Communicated with healthcare personnel and providers to optimize documentation and ensure accuracy.
Interpreted medical reports to apply appropriate ICD-10, CPT and HCPCS codes.
On-site support for Infectious Disease, Travel Clinic, Dermatology, Urgent Care, with remote support for Hospitalists, Psychiatry, Pediatrics, Family medicine and Internal medicine.
Applied coding rules established by the American Medical Association and Centers for Medicare and Medicaid Services for assignment of procedural codes.
Observed confidentiality and safeguarded all patient-related information per HIPPA and privacy laws.
10/2008 to 12/2015
Lead, Patient Relations RepresentativeProvidence Medical Group, Scholls Clinic – City, STATE,
Provided administrative support to Internal Medicine, Family Medicine and Immediate Care providers, leadership, and clinical staff.
Performed as Interim Clinic Supervisor.
Actively worked with leadership to attain a level 3 PCMH.
Initiated and performed as In-clinic Referral coordinator.
Liaised between employees and senior leadership to address concerns and foster problem resolution.
Quality control work queues for registration, insurance entry, charge review, and claim edits.
Generated West Side On-Call schedule for 11 primary care providers.
Answered back to back inbound calls and directed to designated individuals or departments.
Monitored daily phone statistics and delegate coverage in real-time.
Provide weekly and monthly reports to leadership.
Trained clinic staff on new workflows, policies and provided support to navigate new information.
Prepare daily deposits and process incoming invoices.
Process Physicians Continued Medical Education paperwork.
Delegate daily tasks to clinic patient relations representatives.
04/2008 to 10/2008
Patient Relations RepresentativeProvidence Medical Group, Staffing Department – City, STATE,
Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.
Answered constant flow of patient, pharmacy, home health and provider calls in a call center setting; answering 80-100 calls per day.
Maintained patient happiness with forward-thinking strategies focused on addressing patient needs and resolving concerns.
Compiled patient information and input into Centricity EMR database.
Efficiently scheduled appointments for 12 providers based on optimal patient loads and clinician availability.
Adhered to strict HIPAA guidelines at all times to protect patient privacy.
Carefully transcribed phone messages and relayed to appropriate personnel.
Education and Training
Expected in
High School Diploma: Gresham High School - Gresham, OR GPA:
Accomplishments
2015 - 2016 Patient and Family Advisory Council, Clinic Coordinator
2012 - 2015 Epic EMR Optimization and Super User Team
2014 - 2015 Providence Medical Group, Scholls Clinic Dream Team
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