Summary
Overview
Work History
Education
Skills
Certification
Assessments
Work Authorization
Personal Information
Timeline
Generic

Charlotte Dandridge

Dispatch/Supervisor
Bellwood,IL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Dispatcher/Supervisor

V.A. Hospital
01.2020 - Current
  • Enhanced dispatch efficiency by streamlining communication processes and implementing a new routing system.
  • Reduced response times by closely monitoring drivers and dispatcher workloads and adjusting staffing levels accordingly.
  • Improved customer satisfaction with timely and accurate dispatching of service calls and patient pick ups and drop offs to and from their Doctor appointments and return home safely.
  • Operates lift to board and discharge disabled passengers.
  • Improved customer satisfaction rates with timely and accurate dispatching of service calls.
  • Developed comprehensive training programs for new hires, ensuring thorough knowledge of company policies and procedures.
  • Supervised a team of dispatchers, and or drivers in promoting teamwork ethics, accountability, and high-performance standards.
  • Handled only Veterans all across the world.
  • Supervise a team of 10 people
  • Implemented an effective performance evaluation system for dispatchers, drivers, and the veterans.
  • Entered and handled all traveling services for the veterans who were prepared to have surgery either at Hines Hospital or Jesse Brown Hospital.
  • Perform other duties as assigned for the veterans or for the Doctors who had to travel to other states or countries.

Medical Billing Specialist

Mira Med Revenue Group
04.2014 - 12.2019
  • Reduced errors in medical billing by meticulously reviewing patient records and ensuring accuracy before billing the patients.
  • Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
  • Direct client billing on private clients (Univ of Michigan, Adventist Bolingbrook, Loyola, Advocate Health, Hinsdale and Gottlieb).
  • Direct generated billing on claims.
  • Balance collected on past due bills or collection bad debt.
  • View medical records before forwarding to direct billers for review.
  • Payments taken over the phone from patients on their past due bills or past due payment plan.
  • Maintain positive strong working relationships with healthcare providers, fostering clear communication regarding billing related matters.
  • Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
  • Resolve patient complaints or billing issues.
  • Issued refunds or applied credits on claim issues.
  • Used data entry skills to accurately document and input statements.
  • Handled account payments and provided information regarding outstanding balances.
  • Utilized various software programs to process customer payments.
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
  • Kept vendor files accurate and up to date to expedite payment processing.
  • Encoded and canceled checks using bank machines.
  • Processed vendor and supplier payments on weekly basis.

Telecommunication Specialist

Stericycle
03.2013 - 08.2015
  • We answered all unique calls per day inbound from patients or Doctors.
  • Answer urgent and non-urgent phone calls from patients and take messages to relay to healthcare clients.
  • Must take detailed, critical, pertinent and relevant patient information to help expedite the providers response time to the patient.
  • Make outbound telephone calls by contacting patients for a variety of patient outreach efforts such as scheduling an appointment, wellness programs, satisfaction surveys, overdue mammograms, and immunization compliance.
  • Enter patient information into customized computer system for client records.
  • May be called upon to provide detailed information to clients regarding a call with a patient.
  • Managed and prioritized customer service requests to achieve prompt resolution.

Direct Support Training Specialist

Aspire Health Care
01.2011 - 03.2013
  • Support adults with developmental disabilities to lead a self-direct life and contribute to the community.
  • Assist with activities of daily living if needed
  • Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
  • Encourage attitudes and behaviors that enhance community inclusion.
  • Provide support at home & all other community places.
  • Act as an advocate for each individual in communicating their needs, self-expression, and goals in their work space.
  • Provide direct treatment services to residents with specials needs and dementia disease, or retardation.
  • Work with patients that have Alzheimer disease & DD residents.
  • Documented participation and evaluated learning for each participant.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.

Patient Registrar

Adventist Bolingbrook Hospital
04.2007 - 12.2010
  • Demographic, Coordinate unit activities by processing Physician orders.
  • Placed new supply orders, managed inventory and restocked clerical spaces.
  • Cash Posting (Co pays, Deductibles, Co-insurances & Self Pays)
  • Insurance Verification (Blue Cross Blue Shield, Unicare, Humana, AARP, Aetna, Medicaid, Medicare, United Health Ones, HMO, PPO, POS, Tri-care, Cigna, Out-of-state Medicaid, & Self Pay's).
  • Contributed to a positive patient experience by providing exceptional customer service and addressing any concerns or questions throughout their visit.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Called insurance for approval for hospital over night stays.
  • Approved beds for patients with overnight admissions.
  • Performs a variety of clerical functions along with limited medical triaging under the direction of a physician, In an OB/GYN medical office.
  • Responsible for ensuring smooth patient flow
  • Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
  • Works the reception area in a busy, 6 physician OB/GYN private practice.
  • Answers the telephone, schedules appointments, triages telephone calls and obtains patient demographic and insurance information.
  • Greets patients, verifies insurance, and collects co-pays and personal balances
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Followed up on missed appointments with patients to reschedule and promote continuity of care.
  • Supported hospital revenue goals by accurately collecting co-payments and deductible amounts at the time of service.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Maintained clean and organized workspaces to promote smooth operation and easy access to patient information.
  • Acted as a liaison between patients and healthcare providers, resolving any concerns related to scheduling, insurance, or other administrative matters.
  • Facilitated timely check-in by greeting visitors and establishing purpose of visits.
  • Facilitated efficient transfer of patient records between departments, ensuring accurate and timely access to vital information for healthcare providers.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Prepared patient charts before visits to facilitate easy access to relevant information for healthcare providers.
  • Reduced wait times for patients by expediting the check-in process through proficient multitasking abilities.
  • Used Cerner to schedule and manage patient appointments.

Patient Registrar

Adventist Hinsdale Hospital
07.2005 - 03.2007
  • Worked in the E.R department as a patient registrar.
  • Verified insurance thru Cerner aka NDAS system or EPIC
  • Placed new supply orders, managed inventory and restocked clerical spaces.
  • Recorded patient's behavior for RN's on Cerner.
  • Patient sitter for substance /mental abusers.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Effectively screened for compliance with the payer requirements.
  • Provide and obtained all signature paper using computer on wheels also known as the "Cow" to insure accurate bedside registration.
  • After 2 months, transferred into the Out Patient Dept.
  • Registered (Pre-registered, self-check in patients).
  • Registered about 50-100 patients on a day to day basis.
  • Conducted patient intake interviews, recording and documenting relevant information.
  • Assistant to registration supervisor.
  • Assisted self-pay patients with financial hardship forms.
  • Prepared all listings for all next day early morning surgery cases.
  • Prepared and prepped Cath labs admission patients.
  • Notified coroner offices for all expired patients and contact the funeral home.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Enhanced data accuracy by diligently verifying insurance coverage, demographic information, and other essential details.
  • Processed medical insurance claims and payments.
  • Registered and verified patient records before triage with most up-to-date information.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Passionate about learning and committed to continual improvement.
  • Excellent communication skills, both verbal and written.

Self Pay Collector

Loyola University Hospital
05.2004 - 06.2005
  • Payment posting to patients accounts.
  • Called patients on past due/delinquent balances.
  • Set up payment plans.
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Negotiated to collect balance in full.
  • Applied discounts to self-pay patients.
  • Approved Charity applications.
  • Reviewed unbalanced claims.
  • Used skip tracing and other techniques to locate debtors.
  • Correct returned / undeliverable mail.
  • Answered incoming phone lines of about 80-150 calls a day.
  • Processed payments and applied to customer balances.
  • Worked in call center environment handling manual and automatically dialed outbound calls.

Telecommunication Rep

M.C.I
05.1999 - 04.2004
  • Inbound/Outbound call center rep for video and audio conferences.
  • Troubleshoot to audio and video conferences.
  • Provided monitoring on President's and VP's conference calls.
  • Collect personal information for video and audio conferences to our contracted clients across the entire country.
  • Maintained high levels of accuracy in data entry, order processing, and account management tasks.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Collaborated with cross-functional teams to develop innovative strategies for improving overall customer experience.

Education

No Degree - Medical Administrator

Northwestern Business College
Naperville, IL
07.2029

No Degree - General Studies

Triton College
River Grove, IL
09.1996

High School Diploma -

George W Collins
CHICAGO, IL
06.1990

Skills

  • Computer Skills
  • Medical Records
  • Customer Service
  • Epic
  • Cerner
  • Meditech
  • Ecare
  • Series
  • Meditech
  • Microsoft Word
  • Call Center
  • Customer Care
  • Medical Billing
  • Medical Insurance
  • Alzheimer's Care

Dementia Care

  • Telecommunication
  • Patient Care Assessments Verbal Communication Completed
  • Data entry
  • Customer service
  • Medical office experience
  • Insurance Verification
  • Driving
  • Shuttle driving
  • Van driver
  • Typing
  • Microsoft Outlook
  • Communication skills

Certification

  • Driver's License
  • First Aid Certification
  • Passenger Endorsement

Assessments

  • Medical Receptionist Skills, Highly Proficient, 07/2020, Managing physician schedules and maintaining accurate patient records
  • Typing, Proficient, 09/2020, Transcribing text using a standard keyboard
  • Verbal communication, Completed, 03/2020, Speaking clearly, correctly, and concisely
  • Delivery driver, Proficient, 08/2020, Interpreting instructions, reading maps, and solving problems.
  • Medical terminology, Completed, 07/2020, Understanding and using medical terminology

Work Authorization

Authorized to work in the US for any employer

Personal Information

Willing To Relocate: Anywhere

Timeline

Dispatcher/Supervisor

V.A. Hospital
01.2020 - Current

Medical Billing Specialist

Mira Med Revenue Group
04.2014 - 12.2019

Telecommunication Specialist

Stericycle
03.2013 - 08.2015

Direct Support Training Specialist

Aspire Health Care
01.2011 - 03.2013

Patient Registrar

Adventist Bolingbrook Hospital
04.2007 - 12.2010

Patient Registrar

Adventist Hinsdale Hospital
07.2005 - 03.2007

Self Pay Collector

Loyola University Hospital
05.2004 - 06.2005

Telecommunication Rep

M.C.I
05.1999 - 04.2004

No Degree - Medical Administrator

Northwestern Business College

No Degree - General Studies

Triton College

High School Diploma -

George W Collins

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Charlotte DandridgeDispatch/Supervisor