ALICIA GRAHAM
Jacksonville,NC
Summary
Versatile administrative and customer service professional with over 25 years of experience in healthcare and various industries. Expertise in medical billing and coding, including ICD, HCPCS, and CPT coding, as well as HIPAA compliance and electronic health records (EHR) management. Recognized for strong critical thinking skills and a commitment to delivering accurate, patient-centered services while maintaining compliance in all interactions. Career goals include leveraging extensive background to enhance operational efficiency within healthcare organizations.
Overview
8
8
years of professional experience
Work History
Healthcare Customer Service Representative
SupportNinja
Jacksonville, NC
12.2024 - Current
- Efficiently process customer data related to enrollment, benefits, and claims using key programs like HealthRules, Medica, and Miramar, ensuring accuracy and completeness in all records.
- Handle customer inquiries via phone, email, or chat using platforms such as Outlook, Teams, and Skype, providing timely and precise information while maintaining a strong attention to detail.
- Input and update customer data into systems, ensuring that HealthRules and InComm data are accurately recorded and cross-referenced, following strict data entry protocols and HIPAA guidelines.
- Resolve customer issues with accuracy, offering solutions based on data analysis from systems like AVD and Find Care, and ensuring quick resolution within defined timelines.
- Ensure data integrity by reviewing and cross-referencing customer information in systems like HealthRules and Medica, identifying discrepancies, and making corrections as necessary.
- Follow up on pending claims and inquiries, ensuring that all related customer data is accurately recorded and all issues are fully resolved.
- Meet or exceed data-related KPIs, such as accuracy rates, entry speed, and customer satisfaction.
Co-Owner/Operations Manager
9-Ten Renovations, LLC
Jacksonville, NC
07.2016 - 11.2024
- Created and maintained an organized digital filing system for contracts, invoices, and customer data, ensuring quick retrieval and accurate documentation.
- Reviewed and approved contracts and agreements to protect company interests and ensure compliance with regulations.
- Managed day-to-day business operations including staffing, inventory management, budgeting, accounting, and payroll processing.
- Managed budgeting, cost controls, and account reconciliation, enhancing efficiency through meticulous record-keeping and financial data entry.
- Conducted regular customer follow-ups and addressed inquiries, building long-term client relationships, and increasing repeat business by 30%.
- Coordinated vendor communications, processed supplier invoices, and tracked expenses to improve budgeting accuracy and cost control.
Store Manager
The Hemp Farmacy
Jacksonville, NC
09.2017 - 01.2019
- Oversaw inventory control, maintaining accuracy in stock levels and data entry for inventory tracking, resulting in a 15% reduction in shrinkage.
- Trained and supervised employees in POS and customer service, resulting in a 25% improvement in transaction speed and customer satisfaction ratings.
- Processed end-of-day sales, reconciled cash and card payments, and resolved discrepancies to ensure accurate financial records.
- Implemented customer loyalty initiatives, gathering and managing customer data to enhance service personalization and retention.
Education
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL09-2024
Skills
- Medical Billing & Coding: ICD, HCPCS, and CPT coding proficiency; adept at insurance verification, HIPAA compliance, and medical documentation
- Data Entry & Management: Fast and accurate data entry with extensive experience in managing electronic health records, databases, and patient documentation
- Customer Service Excellence: Expert in de-escalation, active listening, and fostering client satisfaction with a patient-centered approach
- Administrative Proficiency: Skilled in multi-line phone systems, patient scheduling, clerical support, and office management
- Technical Skills: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Electronic Medical Records (EMR) outsystems, Outlook, Teams, HealthRules, AVD and other POS systems
Timeline
Healthcare Customer Service Representative
SupportNinja
12.2024 - Current
Store Manager
The Hemp Farmacy
09.2017 - 01.2019
Co-Owner/Operations Manager
9-Ten Renovations, LLC
07.2016 - 11.2024
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
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