ANGELA NAPIER
Maple Heights,OH
Summary
I am a seasoned specialist offering several years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Knowledgeable yet professional knowledgeable yet professional at possessing excellent problem solving and analytical skills paired with strong knowledge of terms, tools and methodologies. By me being a skilled leader, planner and problem-solver I am committed to improving overall business processes.
Overview
12
12
years of professional experience
Work History
Rental Assistance Specialist/Quality Assurance
Staffing Solutions
Independence, OH
01.2022 - 01.2023
- Worked with Cleveland Housing Network
- Processed rental assistance applications for quality review to ensure compliance with program standards
- Reviewed applications submitted to QA to validate accuracy and completeness
- Approve applications for funding
- Supported rental assistance processors by clarifying questions and verifying application accuracy
- Made outreach attempts to contact tenants and landlord for required documentation
- Withdrawn applications for compliance
- Submit intent to pay emails
- Follow up with finance dept for checks that didn't get released
- Entered required information from county website to add to applications
- Advanced to quality assurance position to enhance team performance
- Met/achieved productivity standards
Dental Claims Customer Care Specialist
Medical Mutual
Strongsville, OH
03.2016 - 08.2019
- Processed dental claims with accuracy (productivity) for quality, and financial
- Handled high volume of customer service calls in call center environment, addressing inquiries and resolving issues.
- Client Liaison for members & providers for dental adjustments, ID cards, & member updates
- Reviewed claims details and clarified Medical Mutual billing questions for members, ensuring understanding and satisfaction.
- Advised members on Medical Mutual provider networks, referrals, and authorization steps.
- Maintained HIPAA privacy standards during all Medical Mutual customer care conversations.
- Processed customer requests and resolved concerns regarding services and products, enhancing customer experience.
- Met/achieved productivity standards
- Facilitated onboarding and training for new team members.
- Orchestrated comprehensive HSA and FSA portfolios for clients (Temp)
- Account Administrative Assistant to large group sales (Temp)
- Office lead to distribute mail, log and keep track of X-rays, voided checks, and send to correct location
Doctor Secretary
University Hospital
Cleveland, OH
10.2014 - 11.2015
- Executed secretarial and office duties for two physicians to support efficient clinic operations
- Processed billing and managed referral entries to ensure timely patient care
- Documented patient health history and progress notes in EHR system.
- Scheduled clinic appointments & Breast/Bariatric Surgeries
- Maintained confidentiality of patient information and upheld privacy rights in compliance with HIPAA regulations.
- Coordinated meetings and travel arrangements
- Wrote letters for approvals to insurance companies
- Managed department schedule by maintaining calendars for department personnel and arranging meetings or travel.
- Facilitated scheduling and event calendars to enhance coordination and planning.
- Scheduled and confirmed appointments for clients or customers.
Office Manager
Buckeye Family Dental
Cleveland, OH
06.2013 - 09.2014
- Accounting and Payroll, processed and posted all insurance payments & submitted timesheets for processing
- Coordinated appointments and business meetings for owner, optimizing schedule to enhance time management.
- Implemented office procedures, creating streamlined processes.
- Supervised administrative staff, driving front office operations and continuous workflow.
- Created and reviewed schedules, maintaining staffing levels to meet service goals.
- Supported meetings by scheduling conference rooms and setting up equipment.
- Assisted company executives by preparing reports and presentations.
- Designed presentations and spreadsheets, generating reports for various departments to support decision-making.
- Delivered quality customer service to staff and customers.
- Heavy customer service incoming calls
- Created and executed marketing initiatives to increase visibility and engage patients for new dental clinic.
- Orchestrated, hosted, and coordinated Oral Health Fairs, and School Presentations
- Credentialed providers for insurance companies
- Acted as point person for office equipment setup and end-user training and support.
- Conferred with disputants to clarify issues, identify underlying concerns, and develop understanding of respective needs and interests.
- Prepared, reviewed and sent out collection letters on set schedule.
- Reviewed and posted daily payments.
- Maintained accurate and complete billing system and process.
- Verified accuracy of billing data and revised any errors.
- Documented accounts and handled put together treatment plans to provide to patient or insurance with prior authorization.
Cluster Support Assistant
MetroHealth Medical Center
Cleveland, OH
05.2011 - 05.2013
- Scheduled and organized pediatric appointments/oral surgeries
- Managed hospital referrals and scheduled appointments within a two-day window to facilitate timely patient care
- Supervised and trained front desk staff, addressed complaints, and managed opening and closing duties to ensure smooth operations
- Met productivity standards to ensure efficient workflow.
- Coordinated and hosted health fairs and school visits to promote community health engagement
- Orchestrated the employee orientations
- Completed, submitted, and received prior authorizations
- Scheduled for 12 dental attendees along with numerous residents
- Multi-phone (call center) system
Education
Medical, Billing, & Coding -
United Training Academy
New Braunfels, TXAssociates Degree - Early Childhood Education
Owens Community College
Toledo, OHSkills
- Genelco, OnBase, Athena, Physician Portal, EMR, Dentrix, Epic, Eaglesoft, Xemplo, Microsoft Office (Word, Excel, Powerpoint, Access), Vista, Groupwise, Outlook, Internet Explorer, Installations and Debugging, Computer, Fax, Printer Operations, WPM 72, Keystrokes 12,362
- Quality assurance
- Rental assistance processing
- Quality assurance review
- Document verification
Timeline
Rental Assistance Specialist/Quality Assurance
Staffing Solutions
01.2022 - 01.2023
Dental Claims Customer Care Specialist
Medical Mutual
03.2016 - 08.2019
Doctor Secretary
University Hospital
10.2014 - 11.2015
Office Manager
Buckeye Family Dental
06.2013 - 09.2014
Cluster Support Assistant
MetroHealth Medical Center
05.2011 - 05.2013
Medical, Billing, & Coding -
United Training Academy
Associates Degree - Early Childhood Education
Owens Community College