Carmalita Pettis
Baylor Scott & White Health
Celina,TX
1
Certification
19
years of professional experience
Healthcare professional with extensive experience in medical assisting, patient care, and healthcare customer service. Strong background in clinical procedures, triage, EMR systems, and insurance support. Known for efficiency, accuracy, and patient-focused communication in fast-paced environments.
Work History
Customer Service Representative II
1 Year 11 Months- Managed high-volume inbound patient inquiries to ensure timely resolution and customer satisfaction
- Explain Explanation of Benefits (EOBs) clearly and professionally
- Meet call quality, productivity, and performance metrics
- Document patient interactions accurately in internal systems
- Processed payments securely using internal systems and initiate claim disputes
- Executed follow-ups on claims via email and internal tools to facilitate claim processing and enhance communication
- Multitasked across multiple applications and dual monitors to maintain workflow efficiency and support customer needs
- Processed payments and applied to customer balances.
- Reviewed account histories to verify balances, resolve disputes, and support accurate collection decisions.
- Verified insurance details and updated registration information for patient accounts.
Medical Assistant
6 Years 8 Months- Triage patient calls and relay clinical information
- Coordinated patient rooming, vital signs, and intake documentation to support efficient provider workflows.
- Documented clinical histories and visit notes in EHR with consistent accuracy and confidentiality.
- Administered injections, immunizations, and ordered treatments following provider instructions and safety protocols.
- Supported medication reconciliation and patient education during office visits and discharge instructions.
- Trained new medical assistants on exam room preparation, patient flow, and documentation procedures.
- Resolved daily clinical support needs by prioritizing tasks and maintaining organized exam areas.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
Medical Assistant
3 Years 4 Months- Sanitized and prepared exam rooms to ensure compliance with OSHA standards and enhance patient safety
- Obtained and documented vital signs and patient histories to support accurate diagnosis and treatment plans
- Support providers during exams, procedures, and treatments
- Communicate lab and test results to patients
- Assisted providers during exams, procedures, and treatments to improve patient care and streamline workflows
- Collected specimens and prepared samples for processing, maintaining compliance with clinical standards.
- Managed appointment scheduling, referrals, and follow-up coordination to improve care continuity.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
Prior Authorization Representative
7 Months- Processed and reviewed prior authorization requests to ensure compliance with coverage policies
- Screened requests based on benefit coverage and criteria to facilitate timely approvals
- Responded to calls from pharmacists and providers regarding medication inquiries
- Issued notifications for approval or denial of services
- Reviewed prior authorization requests for completeness, accuracy, and clinical policy compliance.
- Coordinated with physicians, pharmacies, and members to resolve missing documentation and case delays.
- Provided exceptional customer service, addressing inquiries from both patients and healthcare providers promptly and professionally.
Pharmacy Technician
9 Months- Dispensed prescriptions accurately while verifying patient information and medication details.
- Prepared compounded medications following pharmacy procedures and safety standards.
- Managed inventory levels, restocked medications, and removed expired stock from shelves.
- Assisted pharmacists with prescription filling, labeling, and order verification workflows.
- Maintained compliant records for controlled substances, refills, and medication profiles.
Education
Diploma
High School Diploma
Skills
Patient Management Systems
Claim processing
Data Entry
Administrative tasks
Regulatory Knowledge
Privacy Regulations
Analytical Thinking
Issue Resolution
Conflict Resolution
Medical terminology
Empathetic Communication
Patient Communication
Certification
Certified Clinical Medical Assistant (CCMA), CPR Certification
Timeline
Customer Service Representative II
Baylor Scott & White Health
11.2024 - CurrentRead More
Medical Assistant
Village Health Partners
03.2018 - 11.2024Read More
Medical Assistant
SSM Medical Group
06.2015 - 10.2018Read More
Prior Authorization Representative
Express Scripts
06.2013 - 01.2014Read More
Pharmacy Technician
Interlock Pharmacy
02.2008 - 11.2008Read More
Hazelwood East High School
High School Diploma
Read More
Missouri College
Diploma
Read More