Carol Fox

• Interacted with team members across departments to research and resolve customer issues.
• Responded to all client inquiries and asked appropriate questions to facilitate resolution.
• Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
• Cross-trained and provided backup support for organizational leadership.
• Assist other staff members with questions and new hire training.
• Root cause analysis of health insurance claim and authorization denials.
• Phone calls to insurance companies to obtain information pertaining to claim denials, appeal information, and appeal status.
• Complete and accurate documentation of all case files while maintaining HIPPAA compliance.
• Utilize Microsoft Excel for 4 of our biggest client's monthly reports and invoicing.
• Often assigned special projects and tasks that are detail oriented.

• Ensured that all ambulance equipment, vehicle, and supplies are stocked, are within expiration dates, and working effectively.
• Adhered to all rules and regulations regarding high quality patient care.
• Documented each ambulance run including patient's vital signs and patient care provided in thorough and timely manner.
• Drove ambulance according to all protocols, Texas state driving regulations, while maintaining patient and staff safety standards.

• Maintained accurate patient records and documentation of treatments to enable tracking history and safeguard HIPPAA information.
• Conducted equipment and vehicle checks to maintain continuous and safe operation.
• Communicated with patients about pain, comfort, and needs during transportation and preliminary medical care.
• Assisted with lifting and moving patients.
• Dispatched wheelchair vans and ambulances to various locations based on need.
• Coordinated pick up times and drop off times of patients.
• Answered over 60 incoming calls per day in professional and timely manner.
• Documented all calls and dispatched according to location and mode of transportation needed.
• Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save staff and patient wait times.

Worked independently with minimal supervision, setting priorities and demonstrating excellent project management skills.

• Led large-scale, high-impact projects from start to finish with minimal or no supervision to achieve specific training goals.
• Trained and mentored over 400 new personnel hired to fulfill various roles.
• Created training material for and trained staff from all departments in 4 sessions, each session included about 200 people.
• Analyzed and evaluated training effectiveness and program outcomes.
• Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
• Developed lesson plans, instructional materials and written practice tests for claim processing and new hire training courses.
• Utilized Microsoft Power Point to make presentations to be used during training classes.
• Wrote and updated training manuals for claim processing guidelines according to strict company guidelines and protocols.
• Reviewed and validated quarterly claim audits, successfully appealed audit errors, and made suggestions for training on based on audit findings.
• Won national 2nd prize for outstanding customer service. My coworker was not able to travel due to illness. I volunteered to travel in her place. Reward of recognition: personal computer and printer.