Brianna Hoff
North Las Vegas,NV
Summary
I am an enthusiastic and dedicated Certified Medical Assistant professional seeking a challenging opportunity with an office that will allow me to gain more experience with patient care and office procedures. I hope to join a team that enjoys what they do every day and loves to work together to help patients. Authorized to work in the US for any employer Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
UnitedHealth Group
10.2022 - Current
- Answering a high volume of calls in a call center setting where I provide exceptional customer service skills with knowledge in the following categories:
- Customer Service
- Medical Knowledge
- Insurance knowledge
- Answer high volume of calls
- Oxford Knowledge
- Help process renewals and submit renewals
- Assist with plan options
- Commissions
- Producer Support
- Billing support/process payments
- Member enrollments & terminations
- Eligibility
- Benefits
- Claims
- Level Funded Knowledge
- Windows applications
- Cirrus
- ACET
- COBRA knowledge and enrollment
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Assisted customers with product selection, troubleshooting and problem resolution.
Medical Receptionist
Desert Radiology
12.2019 - 08.2020
- Front office duties including:
- Answering multi-line telephone
- Checking in patients
- Verifying insurances
- Collecting co-payments
- Entering in correct tests to be performed
- Communication with techs and radiologists
- Educate patients on the steps they need to do prior to their scheduled test(s)
- Data entry
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Organized paperwork such as charts and reports for office and patient needs.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Supported office staff and operational requirements with administrative tasks.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Medical Assistant
Urology Specialists of Nevada
05.2018 - 12.2019
- Rooming patients, taking vitals and chief complaints, setting up rooms for procedures
- Drawing blood and administering injections
- Providing assistance with procedures to include Rectums, Calypsos, Vasectomies, Cystoscopies
- Bladder Biopsies, Prostate Biopsies
- S/P Tube Changes, Bladder Cancer Treatments, Catheter Changes, Stent Removal, Voiding Trials
- Bladder Ultrasounds, Nephrostomy Tube Changes
- Data entry
- Medical Transcription
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Measured patient pulse oximetry.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
Medical Assistant
Healthcare Partners/Davita
03.2017 - 05.2018
- Roomed patients, took vitals and chief complaints, set up rooms for procedures
- Draw blood and administered injections
- Entered data into EMR
- Assisted with procedures
- Processed referrals
- Phone lines, faxing, medical transcription, scribe.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Taught patients about medications, procedures, and care plan instructions.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Measured patient pulse oximetry.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Collected pertinent data and calculations to aid physician in interpreting results.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Measured patient spirometry.
Medical Assistant
University of Nevada School of Medicine, Family Medicine
10.2015 - 03.2017
- Roomed patients, took vitals and chief complaints, set up rooms for procedures Drew blood and administered injections Entered data into EMR, assisted in Medical Records Handled multi-line phones, scheduled appointments, requested diagnostics, checked patients in Assisted with procedures, EKGs and pap smears, cleaned rooms Processed referrals
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Oriented and trained new staff on proper procedures and policies.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Measured patient pulse oximetry.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Implemented care and efficiency improvements to support and enhance office operations.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Measured patient spirometry.
Medical Assisting Extern
University of Nevada School of Medicine, Family Medicine
08.2015 - 09.2015
- Roomed patients, recorded vitals and chief complaints, set up rooms for procedures Prepared patient charts, entered data into EMR Handled phones, scheduled appointments, requested diagnostics, checked patients in Autoclaved instruments and packed accordingly, removed sutures from foot
- Obtained client medical history, medication information, symptoms, and allergies.
- Prepared exam and treatment rooms for patient visits, availing all necessary supplies and equipment.
- Maintained clean and safe clinic environment to prevent injuries.
- Collected histories, vitals, and current complaints via patient interviews.
- Prepared, administered and documented medications under direction of licensed medical provider.
- Communicated with patients and families to answer questions and provide reassurance.
- Performed medical chart reviews to confirm accuracy and completeness.
- Welcomed patients and inquired about wellbeing since last treatment.
- Sought feedback and guidance from supervisors to continuously improve performance.
- Provided patient education to improve understanding and self-care.
- Helped with patient preparation and recovery to support patient comfort and well-being.
- Transcribed physician orders and instructions to minimize risk of miscommunication.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Collected and documented patient medical information such as blood pressure and weight.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Taught patients about medications, procedures, and care plan instructions.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Measured patient pulse oximetry.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
Education
High School Diploma -
Cheyenne High School
North Las Vegas06.2007
Certification in Medical Assisting -
Northwest Career College
Las Vegas, NV06.2007
Skills
- PHLEBOTOMY
- BILLING
- CODING
- EMR (5 years)
- MEDICAL RECORDS (5 years)
- Experience Administering Injections
- Venipuncture
- Vital Signs
- Patient Care
- Medical Office Experience
- Insurance Verification
- Medical Coding
- Laboratory Experience
- Transcription
- Medical Billing
- Computer Skills
- Anatomy Knowledge
- Medical Receptionist
- Triage
- ICD-10
- Medical terminology
- CPT coding
- ICD-9
- Benefits administration
- Phone Etiquette
- ICD Coding
- Clerical Experience
- Quality Assurance
- Employee Orientation
- Catheterization
- Medical scheduling
- Assessments
- Customer service — Proficient
- December 2020
- Identifying and resolving common customer issues
- Full results: Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Additional Information
- PROFESSIONAL SKILLS
- Rooming patients, taking vitals and manual blood pressure Knowledge of HIPAA & OSHA
- Procedures
- Phlebotomy Insurance verification and patient check in/out
- Injection administration Medical records management & EMR
- Processing referrals Knowledge of medical billing & coding
- Assisting with procedures Patient scheduling & appointment follow up
- Billing Adjustments and Refunds
- Escalation Problem-Solving
- Process Optimization
- Personalization Expertise
- Account Resolutions
- Customer Relations
- Document and Records Management
- Calm and Professional Under Pressure
- Interpersonal Communications
- Good Communication Skills
- Troubleshooting
- Benefits Interpretation
- Complaint Resolution
- Customer Support
- Technical Support and Assistance
- Quality Control Policies
- Examination Scheduling
- Information Updates
- Cultural Awareness
- Process Transactions
- Resolving Complex Issues
- Complex Product Knowledge
- Investigate Claims
- High-Volume Environments
- Telephone Etiquette
- Customer Complaint Management
- Order Fulfillment
- Inbound and Outbound Calling
- Appointment Booking
- Goals and Performance
- Policy and Procedure Adherence
- Articulate Communication
- Answering Client Questions
- Answering Phones
Certification
CPR CertificationCPR Certification
Timeline
Senior Customer Service Representative
UnitedHealth Group
10.2022 - Current
Medical Receptionist
Desert Radiology
12.2019 - 08.2020
Medical Assistant
Urology Specialists of Nevada
05.2018 - 12.2019
Medical Assistant
Healthcare Partners/Davita
03.2017 - 05.2018
Medical Assistant
University of Nevada School of Medicine, Family Medicine
10.2015 - 03.2017
Medical Assisting Extern
University of Nevada School of Medicine, Family Medicine
08.2015 - 09.2015
High School Diploma -
Cheyenne High School
Certification in Medical Assisting -
Northwest Career College
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