BRIDGET HOLLY
SAN DIEGO,CA
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Overview
20
20
years of professional experience
Work History
Advanced Medical Support Assistant
VA Medical Center
San Diego, California
02.2025 - Current
- Scheduled approximately 50 or more appointments daily for Specialty Clinics.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Responded to patient callbacks and phone-in prescription refill requests.
- Alerts supervisors, and medicine service staff regarding problems that could require medicine service or Human Service intervention.
- Collaborated with local pharmacies to resolve and clarify issues with patient medication.
- Ensures proper authorization exists in patient record before verification of patient demographics , and scheduling.
- Assist with training or shadowing of new call center staff members.
Advanced Medical Support Assistant
VISN22-VA Clinical Contact Center
San Diego, California
10.2024 - 02.2025
- Coordinated communication between medical staff and patients for effective care.
- Answered phone calls from patients or healthcare providers and responded to inquiries professionally.
- Assisted with the scheduling of patient appointments and follow-up visits for Primary Care within 8 VA locations.
- Secured patient information in accordance to the HIPPA rules and regulations.
- Scheduled/ or maintained approximately 65+ calls daily.
- Attended mandatory staff meetings and trainings as required.
Advanced Medical Support Assistant
VA Medical Center Lajolla
San Diego, California
08.2023 - 10.2024
- Scheduled approximately 50 or more appointments daily for Specialty Clinics.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Responded to patient callbacks and phone-in prescription refill requests.
- Alerts supervisors, and medicine service staff regarding problems that could require medicine service or Human Service intervention.
- Ensures proper authorization exists in patient record before verification of patient demographics , and scheduling.
Medical Support Assistant
V.A Medical Center La Jolla
San Diego, CA
03.2023 - 08.2023
- Receive and greet telephone callers and visitors to the clinic.
- Obtaining identifying information to verify eligibility
- Schedules and Coordinates appointments for patient
- Answer inquiry regarding appointments, treatments or consultations.
- Operates computer database to enter and extract data
- Maintain T.M.S Trainings and attends mandatory staff meetings as required.
- Utilizes Computerized Patient Record System (CPRS) to review medical records, consults, and provider notes.
HEALTH ADMINSTRATIVE SERVICE-MAILROOM CLERK
FALCONTEK-CONTRACTOR
SAN DIEGO, CA
12.2022 - 03.2023
- Operated mail room equipment or machines to perforate, stuff envelopes or apply postage
- Delivered inter-office mail to various departments and individuals within organization and collected mail to be sent out.
- Coordinated mail delivery services with carriers.
- Performed basic cleaning and maintenance on equipment, troubleshooting and making adjustments when necessary.
- Inspected and weighed mail, affixing correct postage based upon type, weight and destination.
- Sorted incoming mail efficiently to support timely distribution.
- Placed incoming and outgoing letters and packages into containers based on destination and type for USPS and UPS pick up at end of day.
HEALTH ADMINISTRATION SERVICES (VA Hospital )
A TEAM SOLUTIONS-CONTRACTOR
San Diego, CA
09.2022 - 12.2022
- Operated mail room equipment or machines to perforate, stuff envelopes or apply postage
- Delivered inter-office mail to various departments and individuals within organization and collected mail to be sent out.
- Coordinated mail delivery services with carriers.
- Performed basic cleaning and maintenance on equipment, troubleshooting and making adjustments when necessary.
- Inspected and weighed mail, affixing correct postage based upon type, weight and destination.
- Sorted incoming mail efficiently to support timely distribution.
- Placed incoming and outgoing letters and packages into containers based on destination and type for USPS and UPS pick up at end of day.
BILLING SPECIALIST 1
GOLDEN HOUR/ZOLL DATA SYSTEMS
San Diego, CA
01.2020 - 09.2022
- Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
- Solved issues with well-organized and professional approach.
- Submitted claims to insurance companies and researched, and resolved denials and explanations of benefit rejections.
- Contacted insurance providers to verify correct insurance information and obtain authorization for proper billing codes.
- Applied HIPAA Privacy and Security Regulations while handling patient information.
- Knowledge of Epic
- Updated patient demographics, and insurance data to input changes into company computer system.
- Reviewed payment methods for authorized and unauthorized ambulance claims.
BILLING SERVICE SPECIALIST
GOLDEN HOUR/ZOLL DATA SYSTEMS
SAN DIEGO, CA
07.2018 - 01.2020
- Loaded billing data into systems through data import, scanning or manual keying, to verify complete and accurate client invoices from vendors.
- Trained new team members on company policies and procedures for BSS job duties.
- Organized, Scanned Incoming mail
- Managed incoming and Outgoing Correspondences for busy ambulatory company
- Sorted and distributed business correspondences to correct departmental staff , reducing dropped communications and enabling faster responses to key requests.
- Maintained a monthly productivity score of 100%
- Responsible for weekly reports to update patient information as well as populating billing collection status.
- Assisted with front desk Admin duties as needed.
- Updated on BSS, Diversity training and HIPPA Compliance trainings
BENEFITS CONSULTANT
TRICARE REGIONAL OFFICE WEST
SAN DIEGO, CA
11.2017 - 02.2018
- Answer beneficiary inquires by email and phone response in a timely manner.
- Entry of daily voice mail, email or incoming calls using the ART (Assistance Reporting Tool)
- Provide outreach via outbound calls for follow up on inquiry requests.
- Maintain monthly query report
- Educate beneficiary on TRICARE benefits, and Appeal rights.
- Attend required Program Operational meetings
UM COORDINATOR
CARE FIRST HEALTH CARE
SAN DIEGO, CA
12.2015 - 10.2016
- Verified and logged in deadlines for responding to daily inquiries.
- Strictly followed all federal and state guidelines for release of information.
- Processed Authorizations within timely manner making sure that they did not fall outside of Compliance deadline.
- Inbound calls taken to adjust Authorizations per servicing providers requests or patient request.
CCRS
UNITED HEALTHCARE MILITARY AND VETERANS
SAN DIEGO, CA
04.2013 - 04.2014
- Assist with Referral Management for United Healthcare Beneficiaries.
- Provide Customer Service to all Active Duty, Retired, Reserve and family members for Enrollments, Claims Issues, and other issues in the relation to health benefits.
- Ensured HIPPA related correspondences are locked and secured on a daily basis.
TRICARE SERVICE REPRESENTATIVE
TRIWEST HEALTHCARE ALLIANCE
SAN DIEGO, CA
09.2006 - 03.2013
- Provide individualized, compassionate customer service assistance for walk in beneficiaries and MTF Staff. Customer Service includes assistance with Tricare Eligibility and benefits, Enrollments, PCM Changes, Referrals, and Claims.
- Performs duties associated with Consult Tracking which includes collection of reports received via email , fax or within MTF clinics.
- Assists beneficiaries with understanding the grievance and appeals process when dissatisfied with a providers service or claim issue.
- Receives and verifies accurate payment of enrollment fees and Auto payments.
Education
MEDICAL OFFICE ADMINISTRATION
KELSEY JENNEY BUSINESS COLLEGE
1996
Skills
- Responding appropriately that messages to providers/nurses are given in timely manner
- Friendly, positive attitude
- Strong Organizational Skills
- Verifying and Updating Patient Demographics
- Excellent Communication Skills
- Problem Solver
- Strong Client Relations
- Scheduling /Rescheduling appointments per clinic guidelines
- Fast Learner
- Applies laws regulations and exclusions to Confidentiality of Medical records
Timeline
Advanced Medical Support Assistant
VA Medical Center
02.2025 - Current
Advanced Medical Support Assistant
VISN22-VA Clinical Contact Center
10.2024 - 02.2025
Advanced Medical Support Assistant
VA Medical Center Lajolla
08.2023 - 10.2024
Medical Support Assistant
V.A Medical Center La Jolla
03.2023 - 08.2023
HEALTH ADMINSTRATIVE SERVICE-MAILROOM CLERK
FALCONTEK-CONTRACTOR
12.2022 - 03.2023
HEALTH ADMINISTRATION SERVICES (VA Hospital )
A TEAM SOLUTIONS-CONTRACTOR
09.2022 - 12.2022
BILLING SPECIALIST 1
GOLDEN HOUR/ZOLL DATA SYSTEMS
01.2020 - 09.2022
BILLING SERVICE SPECIALIST
GOLDEN HOUR/ZOLL DATA SYSTEMS
07.2018 - 01.2020
BENEFITS CONSULTANT
TRICARE REGIONAL OFFICE WEST
11.2017 - 02.2018
UM COORDINATOR
CARE FIRST HEALTH CARE
12.2015 - 10.2016
CCRS
UNITED HEALTHCARE MILITARY AND VETERANS
04.2013 - 04.2014
TRICARE SERVICE REPRESENTATIVE
TRIWEST HEALTHCARE ALLIANCE
09.2006 - 03.2013
MEDICAL OFFICE ADMINISTRATION
KELSEY JENNEY BUSINESS COLLEGE