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Zoe Hamil
UF HEALTH
Orange Park,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Medical office setting, Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative Team Lead
UF Health Oncology
Orange Park, United States
06.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Entered procedure codes and diagnosis codes into medical billing software.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Scheduled surgeries for multiple surgeons and booked operating rooms.
- Received, recorded and filed medical payments by check, cash and credit card.
- Called and faxed pharmacies to submit prescriptions and refills.
- Received and routed laboratory results to correct clinical staff members.
- Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
- Registered and verified patient records before triage with most up-to-date information.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Managed office bookkeeping with insurance billing and patient payments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Trained new employees on multiple medical billing programs and data entry software.
- Liaised between patients, insurance companies and billing office.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers by answering questions and responding to inquiries.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
Front Desk
Beaches Pediatrics
Jacksonville, FL
01.2018 - 04.2019
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Monitored office supplies by checking inventory and placing orders.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Collected room deposits, fees and payments.
Preschool Teacher
Mrs. Vanessas Learning Blocks
Macclenny, FL
01.2016 - 01.2018
- Maintained organized, fun and interactive classroom to help children feel safe.
- Allowed for ample outdoor discovery time in schedule each day.
- Applied play-based strategies to provide diverse approaches to learning.
- Assisted and supervised [Number] children through entire school day.
- Educated students in foundational concepts such as shapes, numbers and letters.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Developed curriculum to advance physical, emotional, social and cognitive growth of children.
- Addressed behavioral and learning issues with parents and daycare management.
Education
High School Diploma -
Baker County Senior High School
Glen Saint Mary, FL 08.2012 - 02.2016
Skills
Complaint resolution
Software
Excel
Timeline
Customer Service Representative Team Lead
UF Health Oncology
06.2019 - Current
Front Desk
Beaches Pediatrics
01.2018 - 04.2019
Preschool Teacher
Mrs. Vanessas Learning Blocks
01.2016 - 01.2018
High School Diploma -
Baker County Senior High School
08.2012 - 02.2016
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