AMANDA BIRGEN
Fayetteville,NC
Summary
Dedicated administrative professional with a strong background in communication and team building. Extensive knowledge in medical terminology and scheduling, well-prepared to contribute seven + years of relevant work experience to a team. Strong leader and problem-solver dedicated to streamlining operations, decreasing costs, and promoting organizational efficiency. Independent decision-making skills and sound judgment positively impact company success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Inbound Contact Representative
Humana
09.2023 - Current
- Guided customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Participated in regular professional development opportunities to enhance skills and stay current on industry trends.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Patient Access Representative
Cape Fear Valley Medical Center
07.2022 - 03.2023
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Stayed calm under pressure and successfully dealt with difficult situations
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Providing excellent customer service by promptly answering patient inquiries
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Addressed bad debts in line with set protocols
- Verified patient insurance eligibility and entered patient information into system
- Provided excellent customer service to patients and medical staff
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Certified Clinical Hemodialysis Technician
Fresenius Medical Center
11.2020 - 03.2023
- Cleaned and connected fistulas, grafts, and catheters to prevent infection
- Set-up equipment for dialysis and primed dialyzer in preparation for use
- Measured and recorded patients' pre-dialysis and post-dialysis vital statistics
- Started and ended reverse osmosis water systems and completed water quality monitoring tests
- Explained dialysis procedures to patients and answered questions and concerns prior to starting dialysis
- Performed routine quality control and safety checks on all equipment
- Monitored each patient closely during treatment to check for any adverse reactions or change in condition and reported emergencies to attending nurses
- Cleaned and disinfected hemodialysis machines, chairs, trays, room and equipment
- Followed directions when mixing dialysate and priming dialyzer with saline or heparinized solutions
- Gathered, charted, and analyzed patient history data and discussed key points with clinicians.
Certified Clinical Hemodialysis Technician
DaVita
02.2019 - 06.2020
- Cleaned and connected fistulas, grafts, and catheters to prevent infection
- Set-up equipment for dialysis and primed dialyzer in preparation for use
- Measured and recorded patients' pre-dialysis and post-dialysis vital statistics
- Started and ended reverse osmosis water systems and completed water quality monitoring tests
- Administered medications and treatments according to physician orders
- Utilized medical software to document and track patient progress
- Monitored patient vital signs, lab results and other indicators of health
- Maintained accurate patient charts and medical records.
Patient Access Representative
CHI Franciscan Health
04.2017 - 02.2019
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Stayed calm under pressure to and successfully dealt with difficult situations
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Providing excellent customer service by promptly answering patient inquiries
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Verified patient insurance eligibility and entered patient information into system
- Greeted and assisted patients with check-in procedures
- Provided excellent customer service to patients and medical staff
- Processed payments using cash and credit cards, maintaining accurate records of transactions
- Answered incoming calls, scheduled appointments and filed medical records
- Facilitated communication between patients and various departments and staff
- Responded to inquiries by directing calls to appropriate personnel
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Education
Certificate - Medical Administration
Pierce College
Puyallup, WA01.2018
Bachelor of Science - Health Administration
Purdue University
West Lafayette, IN01.2025
Skills
- Insurance Billing
- Punctual and Hardworking
- Regulatory Compliance
- Insurance Verification
- Team Collaboration
- Medical Filing
- Appointment Confirmation
- Organization and Time Management
- Phone and Email Etiquette
- Insurance Company Knowledge
- Outbound Calling
- Reliability and Dedication
- Medical Terminology
- Patient Registration
- Registration Processing
- Customer Satisfaction
- Multi-Line Telephone Systems
- Registration Coordination
- Electronic Health Records Systems
- Patient Information Management Deductible Collection
- Empathy and patience
- Goal-Oriented
- Inbound phone calls
- Problem-solving skills
- Customer Service
- Call Center Customer Service
- Verbal and written communication
- Interpersonal Skills
- Customer Relationship Management
- Quality Assurance
- Analytical Thinking
- Task Prioritization
Certification
CCHT - Certified Clinical Hemodialysis Technician
Certified Subject Matter Expert
Timeline
Inbound Contact Representative
Humana
09.2023 - Current
Patient Access Representative
Cape Fear Valley Medical Center
07.2022 - 03.2023
Certified Clinical Hemodialysis Technician
Fresenius Medical Center
11.2020 - 03.2023
Certified Clinical Hemodialysis Technician
DaVita
02.2019 - 06.2020
Patient Access Representative
CHI Franciscan Health
04.2017 - 02.2019
Certificate - Medical Administration
Pierce College
Bachelor of Science - Health Administration
Purdue University