Bettina Page
Aurora,CO
Summary
Dedicated and empathetic Medical Assistant offering experience in direct patient care and medical office management experience. Committed to obtaining highest level of patient satisfaction. Dedicated to complying with regulatory and practice standards. Cultivates trust and rapport with patients through excellent communication and interpersonal skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Advanced Medical Support Assistant
Department of Veterans Affairs
Aurora, CO
11.2022 - Current
- Assisted with the scheduling of patient appointments and follow-up visits.
- Maintained accurate records of patient medical history, medications, test results, and other pertinent information in electronic health record system.
- Performed administrative tasks such as filing, faxing, photocopying and scanning documents.
- Provided support to physicians by entering orders into the computerized order entry system accurately.
- Greeted patients upon arrival and directed them to their destination within the facility.
- Answered phone calls from patients or healthcare providers and responded to inquiries professionally.
- Verified patient insurance coverage for services rendered at the facility.
- Assisted with billing processes related to healthcare services provided by physicians.
- Processed prior authorization requests for specialty medications according to established protocols.
- Served as a liaison between patients and healthcare providers by providing information on policies, procedures, benefits and other relevant topics.
- Ordered laboratory tests and diagnostic studies requested by physicians in accordance with protocol guidelines.
- Ensured that all necessary forms were completed correctly prior to patient discharge.
- Conducted quality assurance checks on medical charts to ensure accuracy of documentation.
- Attended staff meetings regularly to stay up-to-date on changes in policy or procedure regulations.
Patient Service Representative
CVS SPECIALITY
Killeen, TX
08.2021 - 10.2022
- Ability to problem solve in a positive, productive manner
- Comfortable relating to customers in a patient, helpful way that demonstrates a genuine concern for improving the customer quality of life
- Reliability and compliance with scheduling standards
- Ability to exhibit patience and empathy and express assurance and confidence
- Strong customer service skills, including courteous telephone etiquette and professionalism
- Strong oral, interpersonal and communication skills
- Medical billing: processing claims.
- Answered incoming calls in a professional manner.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Scheduling Specialist
PopHealthcare/Florida Blue
Jacksonville, FL
09.2020 - 08.2021
- Contract position
- Responsible for calling to facilitate medical record requests from provider facilities on behalf of our clients
- Analyzed and organize data and appointments to best meet provider requests, while maintaining an efficient schedule for each technician
- Explain the intent of the medical records chart review and answers any questions which may arise with medical facilities
- Schedule appointments for technicians at medical facilities, while accounting for a number of variables, such as office location and number of medical records targeted
- Asked targeted questions to determine the best method for obtaining medical records and ensures that the medical care provider's office and technician(s) have the resources necessary to complete the chart review
- Request and coordinate efforts to retrieve medical records through mail or fax
- Perform outreach confirmation phone calls prior to scheduled appointments to ensure that all appointment details and special instructions are correct
- Document activity, problems and trends with provider office and clients in the scheduling system for chart review
- Monitors chart retrieval progression for all medical provider offices
- Qualifications: Experience working with medical provider offices preferred
- Outbound/inbound phone calls
- Basic computer knowledge, web browsers (Firefox/Internet Explorer/Etc.) Microsoft Word, Microsoft Excel, and/or similar software
- Downloading and attaching files to email.
Customer Support Specialist
Inovalon
08.2020 - 08.2021
- Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; you demonstrate proficiency with all internal tools
- Contact and interface for customers regarding support, troubleshooting and problem resolution
- Resolve technical support issues for ABILITY supported products within identified timeframes with a focus on first call resolution
- Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process
- Document all activities with customers in CRM per defined process and procedures
- Resolve open cases within specified guidelines
- Elevate issues following escalation procedure timely and as appropriate
- Complete other duties as requested and/or determined
- Maintain compliance with Inovalon's policies, procedures and mission statement
- Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
- Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company
- Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.
Compliance Enforcement/Enrollment Assistance
Oklahoma Employment Security Commission
Oklahoma City, OK
03.2020 - 08.2020
- Contract position
- Counsel tax-payers / employers on the interpretation of and compliance with the Oklahoma Employment Security Commission Act, Administrative Rules, and correct reporting procedures
- Review and process applications for tax account numbers, Status Reports & wage data; balance tax accounting system for correct posting; terminate Business Reports & other appropriate documents; serve as taxpayer advocate; correspond with employers and third party administrators via mail, fax, e-mail and telephone; other duties as assigned.
Medical Records Representative
Cigna
Plano, TX
01.2019 - 03.2020
- Researches and scans all loose sheet and documents appropriately in KPI spreadsheet
- Answers telephone in compliance with departmental procedures
- Communicates with all levels of health care clinicians (internal and external), attorneys, patients, and insurance companies regarding requests for information
- Reviews requests for release of information and processes requests made by patients, attorneys, insurance companies and other health care clinicians
- Ensures compliance with state statutes and internal policies and procedures prior to processing requests
- Prioritizes daily work to include independent problem solving and decision making without daily supervision
- Appropriately logs and routes incoming records to providers for review and inclusion into the EHR
- Sorts and distributes mail on a daily basis
- Demonstrates a positive customer service approach in all internal and external customer experiences
- Improves the customer experience through the demonstration of Service and Courtesy Behaviors and focus on Patient Satisfaction
- Demonstrates flexibility in assignments, assisting in other areas as needed; cross trains and assists in other departments as needed.
LTC Claims Specialist
Transamerica Life Insurance Company
Plano, TX
06.2017 - 12.2018
- Determine participant's eligibility for benefits, waiver of premium or continuation due to inability to perform ADLs or Cognitive impairment
- Review, monitor and adjudicate all designated claim files
- Ensure that all responses to customer inquiries, complaints and appeals are accurate, complete
- Responses delivered in a sensitive and timely manner
- Compose written responses to participants and providers
- Develop and assist in implementing interpretive documents, procedural guidelines and routine forms
- Clarify LTC policies
- Be member-focused, accurate, concise and clear.
Contact General Specialist
CO-OP Financial Services
Fort Worth, TX
02.2016 - 02.2017
- Handled incoming telephone calls (50 to 100) from customers
- Navigated computer systems to properly address customer inquiries
- Provides information and instruction to customers to facilitate proper resolution to inquiries
- Resolved problems within bounds of authority or requested assistance from other team members or Team Lead as necessary
- Inputs necessary information into computer system with information obtained from customers
- Maintained a high level of service with customers and met performance targets
- Developed and maintained productive working relationship with team members
- Promoted and maintained a positive, professional image of CO-OP Member Center
- Completed project work as specified by the Team Lead
- Assists with call overflow from other Contact Center Teams as needed
- Actively supported the CO-OP culture and embraced the core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.
Education
Social Work -
McLennan Community College
12.2006
Associate - Computer Networking
Texas State Technical College
Bellmead, TX08-1999
Some College (No Degree) - Computer Networking
McLennan Community College
Waco, TX08-1998
DIPLOMA - General Studies
Plano Senior High School
Plano, TX05-1996
Some College (No Degree) - Medical Coding and Billing
Collin County Community College
Plano, TXSkills
- Articulate (10 years)
- Customer service (10 years)
- Etiquette (10 years)
- Receptionist (10 years)
- RETAIL SALES (1 year)
- Sales
- Quickbooks
- Excel (9 years)
- Data Entry (10 years)
- Filing (10 years)
- Medical Records (1 year)
- EMR (1 year)
- Word (10 years)
- Clerical Experience
- Microsoft Word
- Microsoft Outlook
- EMR Systems
- Microsoft Excel
- Typing
- Phone Etiquette
- HIPAA
- CRM Software (1 year)
- EMR Systems (1 year)
- Multi-line phone systems
- Windows
- Medical office experience
- Data collection
- Medicare
- Analysis skills
- Medical terminology
- SharePoint
- Adobe Acrobat
- Computer hardware
- Databases
- Computer networking
- Conflict management
- LAN
- Background in Medical Billing
- Proficient in Patient Scheduling
- Insurance Company Procedures Understanding
- Medical Terminology Understanding
- Patient Communication
- Understanding of Privacy Regulations
- Recordkeeping Skills
- Patient Records Maintenance
- Data Entry
- Patient Scheduling
- Medical Terminology
- Patient-Focused Care
- HIPAA Compliance
Certification
- Driver's License
- Medical Coding Certification
Additional Information
SKILLS
Professional phone etiquette Excellent communication skills
Articulate and well-spoken Customer service-oriented
Works well under pressure Accurate and detailed
Appointment setting Multi-line phone proficiency
Work Authorization
Authorized to work in the US for any employer
Personal Information
- Relocation: Anywhere
- Title: Clerk/Data Entry
Accomplishments
- SUPERIOR PERFORMANCE AWARD 2023
References
References available upon request.
Timeline
Advanced Medical Support Assistant
Department of Veterans Affairs
11.2022 - Current
Patient Service Representative
CVS SPECIALITY
08.2021 - 10.2022
Scheduling Specialist
PopHealthcare/Florida Blue
09.2020 - 08.2021
Customer Support Specialist
Inovalon
08.2020 - 08.2021
Compliance Enforcement/Enrollment Assistance
Oklahoma Employment Security Commission
03.2020 - 08.2020
Medical Records Representative
Cigna
01.2019 - 03.2020
LTC Claims Specialist
Transamerica Life Insurance Company
06.2017 - 12.2018
Contact General Specialist
CO-OP Financial Services
02.2016 - 02.2017
Social Work -
McLennan Community College
Associate - Computer Networking
Texas State Technical College
Some College (No Degree) - Computer Networking
McLennan Community College
DIPLOMA - General Studies
Plano Senior High School
Some College (No Degree) - Medical Coding and Billing
Collin County Community College
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