ARMINA STEVENS
Thunderbird Senior Living
Avondale,AZ
1
Certification
12
years of professional experience
Customer service and administrative support professional with an A.A.S. in Health Information Technology and a Medical Billing & Coding Certificate. Experienced in front desk operations, patient support, scheduling, and confidential recordkeeping. Brings problem-solving skills and leadership experience as a U.S. Army Sergeant to receptionist and customer service roles.
Work History
Receptionist
- Handled receptionist responsibilities end-to-end independently by learning daily workflows, triaging inquiries, and resolving questions through available resources.
- Delivered professional front-desk reception by greeting residents, families, and visitors with courteous service.
- Answered multi-line phone lines, triaged incoming inquiries, and routed requests to appropriate departments.
- Fielded resident requests with prompt turnaround and escalated priority concerns to ensure appropriate follow-up.
HIM Practicum Student
2 Months- Reviewed electronic medical records in PointClickCare for accuracy and completeness, flagging missing documentation for staff follow-up.
- Organized patient charts, corrected misfiled documents, and maintained orderly folders to support efficient record retrieval.
- Scanned and uploaded medical documents, ensuring files were placed in the appropriate patient records.
- Assisted with release of information (ROI) requests by checking signed authorizations and locating requested records while protecting patient confidentiality.
- Supported medical coding activities using Optum EncoderPro to research and verify code selections.
- Followed HIPAA requirements and established procedures when accessing, organizing, and handling sensitive patient information.
Team Member/Lead Juicer
3 Months- Prepared fresh juices, smoothies, and bowls using commercial equipment, following established recipes and portion standards.
- Provided customer support at front counter, ensuring seamless daily juice bar operations.
- Enhanced operational readiness through precise inventory management, timely supply ordering, and efficient staff scheduling.
- Conducted hands-on training on juice bar procedures, guest service expectations, and food safety standards for team members.
Customer Service Representative II
6 Months- Handled inbound and outbound customer calls, processed orders, answered service questions, and helped resolve customer concerns through clear, professional communication.
- Provided technical support for Apple products while working with Majorel, helping customers troubleshoot issues and guiding them through potential solutions.
- Assisted customers with GM/OnStar services, including blue-button support, by identifying their needs and providing assistance within established procedures.
- Entered, verified, and updated customer information across computer systems while maintaining accurate records and protecting sensitive personal information.
- Documented customer inquiries, troubleshooting steps, and outcomes to support consistent service and effective follow-up.
- Investigated customer complaints, explained available solutions, and escalated issues requiring additional technical or supervisory assistance.
Direct Support Specialist
2 Months- Supported patients with disabilities in daily living routines by assisting with personal hygiene and meal preparation while maintaining care aligned to individual needs, preferences, and independence.
- Administered scheduled medication doses, monitored inventory levels, and tracked refill requirements while ensuring adherence to individual medication instructions and workplace procedures.
- Documented progress notes with accuracy to communicate individual needs and observations to care teams, supporting continuity of services.
- Accompanied individuals to day programs and community activities supporting daily routines, social interaction, and participation.
- Supported patient engagement in everyday activities by encouraging informed decision-making through patient communication and individualized assistance.
- Upheld dignity, privacy, and comfort for each individual while delivering consistent respectful support.
Physical Therapy Support Specialist
5 Months- Managed front-office check-in and check-out, scheduled follow-up appointments, and coordinated physical therapy schedules to support smooth patient flow.
- Verified patient demographics, insurance information, and visit documentation to maintain accurate registration records.
- Assisted patients with prescribed exercises on the therapy floor under the direction of physical therapy staff.
- Escorted patients to exam rooms and coordinated transitions between physical therapy and physician visits, communicating patient readiness to clinical staff.
- Entered and updated patient information in Occusource, Allscripts, and PEARL while maintaining accurate, confidential records.
- Handled inbound calls, answered scheduling questions, and communicated with patients, physicians, and therapy staff about referrals and care coordination.
Information Technology Specialist (25B), Sergeant (E-5)
7 Years- Maintained information and communications systems, supporting reliable network connectivity and mission-ready equipment.
- Installed software, configured hardware, and troubleshot user issues to support daily operations.
- Monitored system performance, identified faults, and restored service while following established security procedures.
- Safeguarded sensitive information and supported administrative operations with accuracy, confidentiality, and accountability.
- Served as a Sergeant (E-5), providing leadership, coordinating with personnel, and reinforcing teamwork and military standards.
- Deployed to the Middle East in 2019, supporting Operation Enduring Freedom mission requirements and adapting to changing operational priorities.
Education
B.S. - Technical Management (Health Information Management)
- Dean’s List
- GPA: 3.67
A.A.S. - Health Information Technology
- Dean’s List
- GPA: 3.7
Medical Billing And Coding - Medical Billing And Coding
- Dean’s List
- GPA: 3.7
Skills
Patient scheduling and check-in
Medical records review
EHR documentation
EHR and clinical systems: Epic
Meditech
PointClickCare
Allscripts
Occusource
PEARL
Coding and reimbursement: 3M Coding & Reimbursement
Optum EncoderPro
Prime Claims
Customer inquiry resolution
HIPAA and confidentiality
Direct support
Team coordination
Office tools: Microsoft Word
Excel
Outlook
SAP
Certification
Arizona Fingerprint Clearance Card Level 1 and IVP | Valid through 2031
Food Handlers Certificate | Valid through 2029
Personal Information
Title: HEALTHCARE | ADMINISTRATIVE SUPPORT | CUSTOMER SERVICE
Timeline
Receptionist
Thunderbird Senior Living
08.2026 - 08.2026Read More
HIM Practicum Student
Sunview Respiratory & Rehabilitation Center
08.2024 - 10.2024Read More
Team Member/Lead Juicer
Main Squeeze Juice Co.
04.2024 - 07.2024Read More
Customer Service Representative II
Majorel/Teleperformance
07.2023 - 01.2024Read More
Direct Support Specialist
Hand in Hand
05.2023 - 07.2023Read More
Physical Therapy Support Specialist
Concentra Urgent Care
03.2022 - 08.2022Read More
Information Technology Specialist (25B), Sergeant (E-5)
U.S. Army, Active Duty
01.2015 - 01.2022Read More
DeVry University
B.S. from Technical Management (Health Information Management)
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DeVry University
A.A.S. from Health Information Technology
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DeVry University
Medical Billing And Coding from Medical Billing And Coding
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