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Work Background
Abington Neurological AssociatesBilling Specialist 1
Aug. 2023 - Nov. 2024Abington, Pennsylvania, United States• Solely responsible for reviewing insurances of every incoming patient (60-90 patients daily) for validity and notating any copay/deductible/outstanding balances for reception to collect at check-in.
• Responsible for calling any patient with non-participating insurance and offering other provider-recommended options; calling any patient with a referral requirement to alert them and provide the NPI for the practice; calling any patient with a balance over $100 USD to alert them to the amount and break down the charge(s).
• Responsible for checking voicemails on personal extension and returning phone calls/answering billing questions.
• Solely responsible for submitting timely authorizations where required for infusion patients and scheduling all infusion patients (75+ patients) according to their drug frequency/schedule availability.
• Solely responsible for maintaining infusion cost and insurance payments on a Excel master spreadsheet to track P&L for the practice and to locate and remedy errors from 3rd party billing company.
• Responsible for collecting Botox billing sheets daily, confirming a sheet for every patient that received Botox, scanning them into the patient chart and then passing the sheets to my colleague responsible for comparing sheets to doctor notes for accuracy.
Abington Neurological AssociatesMedical Receptionist
Mar. 2023 - Jul. 2023Abington, Pennsylvania, United States• Responsible for welcoming and greeting patients/clients/visitors to the office in a manner that is helpful and friendly; determining purpose of visit and directing them to the appropriate place or department.
• Responsible for checking in and checking out patients and scheduling any type of testing and/or follow ups.
• Responsible for collecting co-pays, fees, and outstanding patient balance payments notated by the billing department.
• Responsible for appropriately communicating with a diverse range of people using verbal and written skills for patient visits and services.
• Responsible for day-to-day administrative functions including, but not limited to, copying, distributing faxes, filing, word processing, answering phones/returning messages, data entry, and sorting incoming postal mail.
• Responsible for exercising problem solving and conflict resolution skills when handling patient complaints; referring patient complaints to the appropriate personnel as needed.
• Responsible for consulting providers, medical assistants and administration on rescheduling for late/no show appointments or other changes during the day.
• Responsible for protecting patient rights by maintaining confidentiality of personal and financial information as HIPAA guidelines require.
• Responsible for representing the office positively and working to create a comfortable but professional environment. • Solely responsible for communicating with drug representatives to schedule luncheons with providers, while following each doctors protocol regarding type of drug they were willing to listen to and general availability for such meetings. This responsibility ended with the role change to billing.
Liberty Urgent CareMedical Receptionist
Sep. 2022 - Feb. 2023Pennsylvania, United States• Worked 12hr shifts and rotating weekends
• Responsible for answering and directing customer phone calls
• Responsible for navigating/utilizing eClinical Works & ER Express for patient charts and organization of patient order to be seen
• Responsible for greeting patients and advising them next steps for check-in, ensuring any returning patients information is still valid and accurate
• Responsible for creating cases for new Worker Comp claims & MVA claims as they register
• Responsible for verifying insurance real time via Navinet & Pear to collect copay/deductibles prior to being seen
• Responsible for running reports for monetary intake at the end of each shift - verify cash taken matches report to identify potential cash payments not posted & to verify all other payment forms are entered correctly in regards to location and type
• Assisted OCCMED director in filing and follow ups of DOT Medical Card paperwork, BAT, and UDS. Procedural training for BAT and UDS complete - was unable to complete the required mock tests for full certification due to staffing issues
• After 4 months - promoted to Trainer as a secondary position - created training program including PowerPoint and printed literature for new front desk employees. Worked normal shifts and came in for overtime to do procedural training before trainees shadowed my normal work hours for hands on training
Wells FargoBank Teller
Dec. 2019 - Nov. 2022Lafayette Hill, PA• Responsible for supporting customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankers
• Responsible for completing operational activities while minimizing risk
• Responsible for escalating questions and issues through the proper channels per policy
• Responsible for identifying information and services that meet customers financial needs
• Responsible for interacting with customers and individuals to build show care, build rapport, and complete requested transactions
La QuintaFront Desk Representative
Apr. 2019 - Aug. 2019Hickory/Lenoir, North Carolina AreaI worked here until my relocation to Pennsylvania. • Responsible for handling guest registration and room assignments, accommodating special requests whenever possible; assisting in pre-registration when necessary
• Responsible for taking reservations over the telephone and in person
• Responsible for receiving guest complaints/maintenance requests while assuring guest issue will be resolved
• Responsible for audit and balance reports from the day shifts
• Responsible for balancing cash drawers and record receipts
FiservPerformance Enhancement Lead/Supervisor Stretch
Sep. 2014 - Nov. 2018Hickory/Lenoir, North Carolina Area• Responsible for resolving customer inquiries received via phone, email, or claim, and diagnosing, resolving, and communicating resolutions under direct supervision.
• Responsible for delivering consistently excellent customer service over the phone and in writing, navigating systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries, and documenting problem resolution and customer contact.
• Responsible for researching and diagnosing customer disputes and identifying the most efficient means to resolve them to the satisfaction of the company, the client, and the cardholder.
• Other responsibilities including providing flexible assistance through cross-training and support to meet and exceed performance, customer satisfaction, and service level goals and providing follow up as needed on customer inquiries to ensure resolution satisfies customers and meets all internal expectations.
• Responsible for guiding growth of associates through coaching and mentoring.
• Assisting with support of newly trained classes taking their first phone calls; observing call quality and accuracy in the training environment before moving to the call center floor.
McDonald'sCertified Restaurant Department Manager
Jan. 2009 - Sep. 2014Morganton NC• Running shifts of 12-15 people, watching danger zones and reacting to prevent bottlenecks
• Daily food safety checks of internal cooking and holding temperatures; cooler and freezer temps.
• Balancing breaks with sales and customer flow, keeping labor hours down
• Handling customer complaints via phone and walk-in
• Monitoring food costs and profit margins
• Inventory counts and truck orders
• Counting tills and preparing and delivering daily deposits and preparing/retrieving change orders from the bank
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