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Professional Summary

Excellent communicator with over 10 years in a demanding call center environment as a Customer Service Representative.

  • Quick learner
  • Exceptional communication skills
  • Multi-line phone talent
  • Administrative support
  • MS Windows proficient
  • Training development aptitude
  • Medical terminology knowledge
  • Strong client relations
Work History
10/2010 to Current
Medical Data Collection Specialist RTI International Raleigh, North Carolina
  • Effectively managed a high-volume of inbound and outbound calls to proactively retrieve medical records from various health institutions.
  • Served as the main liaison between customers, and management.
  • Executed and maintained high-level contact with medical POC's. 
  • Exceeded month-over-month production goals by 25%.
05/2008 to 04/2010
Patient Services Representative Raleigh Orthopedic Clinic Raleigh, NC
  • Greeted each patient pleasantly and provided the desk sheet for sign-in.
  • Collected deposits, fees and payments.
  • Answered the phone by the second ring and greeted callers.
  • Maintained files and records with effective filing systems.
  • Resolved customer issues quickly and ensured that the manager was immediately notified when problems escalated.
Certificate: Secretarial Science Certificate
New York Technical College New York - New York, NY
Certificate: Medical Front Office Associate Certificate
Wake Technical Adult Education Center Annex - Raleigh, NC
This resume is created in 7 minutes.
Several years experience working directly with customers from diverse backgrounds and in varying occassions. Trustworthy and confident in managing both business objectives and customers needs. Excellent team leader and a forward thinker. Extremely enthusiastic to embark on new adventures and challenges. Always reliable as a volunteer for church activities. Excellent presentation and communication skills.  
Education and Training
Bachelor of Arts: Communication Studies (2016) California State University, Los Angeles Emphasis in organizational communication and public relations 
Instructor certification: Scuba Diving (2016) NAUI Leadership Trained to certify individuals and groups for: Open water, Advanced, Nitrox, Rescue, Master Diver  
CBEST Certified (2017) California certification for substitute teaching K-12
First Aid and CPR Certified (2017)
Kansas City International Academy Kansas City, MO Building Substitute Teacher 09/2019 to Current
  • Studied various school subjects to better understand content and assist with projects and assignments.
  • Assisted fellow teachers with assignments, special projects, tests, administrative updates and grading as needed.
  • Differentiated classroom and small group instruction to meet needs of students with various learning styles and abilities.
  • Built and strengthened positive relationships with students, parents and teaching staff.
UT Health Science Center at San Antonio San Antonio, TX Patient Services Representative 09/2018 to 05/2019
  • Scheduled and confirmed patient appointments with patients and healthcare professionals
  • Handled payments, insurance, refunds, and/or any issues concerning payments for procedures performed in student clinic
  • Expanded patient pools for students in clinic
  • Kept operations running smoothly and solved varying problems by coordinating with patients, student, doctors, and other departments
  • Maintained all confidential files in compliance with HIPPA
Ocean Gear Huntington Beach, CA NAUI Scuba Instructor 09/2016 to 07/2018
  • Responsible for the safety of up to 30+ students  
  • Taught and organized scuba diving courses from open water to advanced courses for the public and large school groups
  • Trained 500+ high school students in "try scuba" courses 
  • Led open water dives on Catalina Island and various beaches on the Coast of California with up to 6 students per dive
Living Bread Ministries Harbor City, CA Dedicated Volunteer 08/2014 to 07/2018
  • Vacation Bible School leader
  • Assistant director for several events - Easter musicals, Christmas musicals, youth events
  • Leader/ Facilitator of young adult Friday night bible studies
Desimones Deli and Bakery Huntington Beach, CA General Manager 04/2010 to 07/2018
  • Hired, trained and mentored new employees 
  • Organized major catering functions  
  • Worked with customer service to resolve issues: assessed customer needs and responded to questions
  • Managed payroll, time and attendance systems
  • Negotiated contracts and sales
  • Managed collections; oversight of cashiering functions
  • Directed advertising; in-charge of social media development 
Riverside City College Riverside, CA Theater Chair Department Assistant 08/2011 to 05/2013
  • Supervised rehearsals and managed paperwork for musicals and plays
  • Organized costume collection and distribution
  • Organized actors, designers, and stage hand schedules
  • Experienced public speaker
  • Excellent presentation skills
  • Experienced in outside sales
  • Working knowledge of Microsoft Word and PowerPoint
  • Working knowledge of Axium Software
Activities and Honors
  • Speech and Debate National contestant (National Forensics Association and American Forensics Association) 
  • Lead roles in various college and community musicals 
  • Avid tennis player 
This resume is created in 7 minutes.
Professional Summary

Experienced Health Care administrator with effective communication skills in customer service and extensive knowledge of the health care system.


Patient Admissions/Registration

  • Medical terminology knowledge
  • Insurance and collections procedures
  • Interpersonal and written communication
  • Hospital & call center operations
  • Strong customer service
  • Strong problem solving aptitude
  • Knowledge of EPIC system
Work History
April 2013-Current Patient Service Associate | Duke Regional Hospital | Durham, NC
  • Greet and provides assistance to visitors and patients.
  • Direct incoming calls.
  • Update daily inpatient census.
  • Prepare for clinic visits by reviewing next day patients and completing next day preparation activities..
  • Explain billing to patients according to PRMO credit and collection policies.
September 1999-February 2006 Member & Provider Services Representative Lead | Great-West Healthcare | Denver, CO
  • Answered complex and escalated telephone inquiries from members, health care providers and third party administrators.
  • Provided group insurance information, contractual interpretation,  benefit determination, and employee eligibility.
    Processed medical and dental claims.
  • Acted as mentor to new hires for training and development.
January 2012-January 2013 Customer Service Representative | UPMC Health Plan | Pittsburgh, PA
  • Answered inbound calls regarding health benefits, medical claims, and flexible spending account information.
  • Advised employer group members information regarding how best to utilize health care plans and products provided by the organization.
  • Interpreted and communicated new or revised policies to policy holders.
  • Investigated and reported issues relating to patient care or conditions that might hinder patient well-being.
August 2010-August 2011 Loyalty Account Specialist | Dish Network/EchoStar | Thornton, CO
  • Answered inbound technical/customer service /sales call relating to entertainment services and products, hardware systems/accessories and customer service inquiries regarding technical support, billing and information requests.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
January 2006-December 2009 Patient Services Representative | Kaiser Permanente | Aurora, CO
  • Received, responded, and documented incoming phone calls and in person visits using web and system based resources.
  • Worked with internal and external billing companies to seek out financial resolutions.
  • Provided benefit and policy interpretation for all plans.
  • Processed medical claims.
  • Partnered with appropriate individuals to respond to Member Services telephone requests involving but not limited to claims, benefits and policy interpretation, transition of care, and open enrollment transitions for all plan members and perspective members.
  • Actively sought information to understand member/patient circumstances, problems, expectations and needs.
  • Examined insurance policies and other third party sponsorship materials for sources of payment.
  • Utilized public health resources such as Medicare, Medicaid and CHP+.
June 1996-September 1999 Medical Laboratory Technician | Bayer Phamaceuticals | Aurora, CO
  • Reviewed documentation for compliance with requirements and accuracy of information.
  • Took and recorded patients' temperature, pulse and blood pressure.
  • Collected blood, tissue and other laboratory specimens and prepared them for lab testing.
  • Maintained computerized record management systems to record and process data and generate reports.
  • Trained and coached on average of 3 new employees per year.
  • Certified that equipment and supplies were properly maintained for quality patient care and safety.
  • Performed lab tests and communicated results.
  • Obtained and interpreted appropriate lab tests.
2010 Bachelor of Science: Healthcare Services Administration Regis University, Denver, CO
1995 Associate of Science: Registered Medical Assistant Cambridge Medical College , Aurora, CO
  • Recipient of "The Silver Star Award for Excellent Customer Service " in 2009.
Additional Information
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Professional Background
Highly enthusiastic customer service professional with 10 years client interface experience. I have worked in sales and medical billing in a call center environment. I have also worked in the service industry and retail in addition to working with troubled youth in a group home setting.
Skill Highlights
  • Adaptive team player
  • Telephone inquiries specialist
  • Energetic work attitude
  • Sharp problem solver
  • Active listening skills
  • Seasoned in conflict resolution
  • Courteous demeanor
  • Customer service expert
Professional Experience
  • Provided accurate and appropriate information in response to patient inquiries.
  • Properly directed inbound and outbound calls in phone queues to improve call flow.
  • Answered patients questions about their medical billing.
  • Set up payment arrangements and assisted with financial assistance applications.
  • Sent itemized statements upon request.
  • Utilized multiple programs to obtain information for patients. 
INBOUND SALES AGENT 05/2006 to 07/2014
  • Answering incoming calls, providing information about products, pricing and services.
  • Entering orders and scheduling appointments.
  • Utilizing email, a multitude of computer applications and a variety of information repositories pertaining to the products, services and the industry in general.
PROGRAM MANAGER 05/2002 to 05/2006
  • I was responsible for monitoring emotionally disturbed minors in a residential setting, and supervision of the youth care specialists.
  • I provided behavioral maintenance, emotional support, and instruction of daily life skills, as well as transportation to required appointments and other youth outings. 
  • I also facilitated weekly therapeutic sessions/groups that were then transcribed via computer, and added to their youth mental history files.
BARTENDER/COCKTAIL 09/2001 to 05/2002
  • Preparation and distribution of beverages, stocking, bar maintenance, cashier and responsible for security during business hours.
BARTENDER 12/1999 to 06/2001
  • Preparation and distribution of beverages, stocking, bar maintenance, cashier and responsible for security during business hours.
INTERNSHIP 09/1997 to 05/1998
  • Perform client intake and outtakes, evaluate progress, assist clients with life skills and aquiring public assistance and answering the crisis line.
Education and Training
Bachelor of Science: Sociology 12/1999 MSU-B BILLINGS, MT Sociology Course work included classes with a focus on sociology such as demography, methods of sociology,and other related topics with a minor in English.
Certified Revenue Cycle Specialist-Institiutional  
November 30, 2015