Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Christine Chapman

Palm Coast,FL

Summary

Personable and dedicated Customer Service Specialist with extensive experience in both business and the healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients and/or patients. Motivated to maintain customer satisfaction and contribute to the company's success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, successfully handling escalated customer support and growing businesses.

Overview

30
30
years of professional experience

Work History

Front Desk Medical Office Assistant/Patient Billing Representative

Southeast Orthopedic Specialists
ST Augustine, FL
12.2022 - Current
  • Enter insurance, demographics and health history into patient database.
  • Check patients in and out for appointments and collect co-payments.
  • Process patient payments and scan identification and insurance cards.
  • Verify eligibility with patients health insurance(s), request referrals when needed for civilian patients and the VA Military.
  • Protect patients by observing strict HIPAA guidelines.
  • Deliver high-quality administrative and customer service to sustain patient and work flows.
  • Carry out daily tasks by professionally communicating with physicians, technicians, supervisors and medical assistants.
  • Inform patients of financial responsibilities prior to rendering services.
  • Send by AthenaOne/AthenaNet faxes and upload documents by scanning to patient charts to assist clinical staff.
  • Compile physical and digital documents, charts and reports to maintain medical records using an electronic health record system.
  • Straighten up waiting room to maintain neat, clean and organized space.
  • After 14+ months employed with SOS, I have not received an increase with my salary since hired nor compensation to any cost of living.

Medical Call Center Specialist/Customer Service Representative

Upperline Health - Atlantic Foot & Ankle
Palm Coast, FL
09.2021 - 06.2022
  • Accessed patients information through various software applications like Athenanet, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Scheduled established and new patient appointments, created new patient charts, collected insurance information all by phone, maximizing productivity.
  • Registered patients by verifying their (EMR) information through AthenaNet and updating when needed.
  • Coordinated with patients and healthcare professionals to meet patients needs, even under emergencies.
  • Keeping calm & compassionate while patients were venting due to billing issues. Finding ways to resolve their heightened concerns post-op or pre-op by texting or personal messenger to their provider.
  • Assisted patients over the phone in frantic mode due to being lost and late to their appointments by calmly giving landmarks and assuring them they were almost to one of our seven offices they had to be at.
  • Team work was a must with this company and for our team.
  • Zoom conference meetings, Team Supervisor not on location at the Orlando office. Most correspondence was by team chat, texting or through email.
  • Release of Information Specialist (ROI)
  • Received $.50 hourly raise after 90 day probationary period was completed due to my work ethics.

Unemployed Due to Covid 19

Unemployed
Palm Coast, El Paso, FL, TX
02.2020 - 08.2021
  • Eagerly striving to become employed for 1+ year.
  • Learned how to participate in Zoom interviews.
  • Computer savvy.

Senior Clerk - (OPS) Temporary Contracted

State of Florida Volusia County Dept of Health
Daytona Beach, FL
05.2019 - 01.2020
  • Team of three registering patients/clients into the Florida State's software programs; HMS and/or Florida Shots data for appointments or walk-ins at the clinic's front office.
  • Delivered high-quality customer service through deep commitment to knowledge and performance for this consistently busy Health Department clinic.
  • Followed sensitive and confidentiality information for the State of Florida and clients to preserve data quality and reduce potential information compromise.
  • Answered multi-line phone system, assisted the public with their needs at the clinic in person, as well as providing appointments for the clients, Case Managers, and their special needs. While protecting clients HIPPA at the highest level per the State of Florida's requirements.
  • Office professional on administrative procedures to keep file handling, shot records and EMR (electronic medical records) of clients consistent, accurate and up-to-date at all times.
  • Release of Information Specialist (ROI) for State of FL, Case Managers & Patients needs.
  • Directed clients and guests to correct departments, clinics, rooms and staff members.
  • Hired for Full time temporary contracted employee (OPS) position, not a permanent career service employee.

Admitting Rep Patient Access Registrar - E.D.

AdventHealth Hospital Palm Coast - Emergency Dept
Palm Coast, FL
09.2017 - 01.2019
  • Multitasked with greeting visitors & establishing purpose of visit at Emergency Department entrance desk, assisting others with our property's resources, while sharing the Whole Care Experience to everyone that I came in contact with personally.
  • Registered patients face-to-face by verifying with the Biometric Hand Scanning software. Enrolling when needed to keep insurance fraud at a low and kept duplicating charts from occurring.
  • Applied HIPAA privacy and security regulations while handling all patient information.
  • Assisted in waiting room area comforting patients and their needs, family members or friends of patients while they waited long periods of time.
  • Assembled and handed out registration paperwork and placed identification bands on patients.
  • Updated patient demographic information in Cerner software program to prevent treatment and recordkeeping errors.
  • Worked 11-to-12+ hour shifts daily, 5 to 7 days a week. Lots of overtime was requested of me by management.
  • Remained calm and professional in highly stressful circumstances while effectively diffusing tense situations.
  • Received $.75 hourly raise my First Year Anniversary, 38+ Training Certificates, and accomplished an outstanding End of the Year 2018 Review on January 22nd of 2019.

Administrative Assistant, Customer Service & Sales

Money Tree ATMS
Palm Coast, FL
11.2011 - 11.2015
  • Assisted in ATM machine placements and sales contracts, administrative office duties, stocking procedures and monitor behaviors for signs of suspicious activities.
  • We distributed temporary and long term placements with our ATM machines products for big special events, hotels, to convenient stores in three counties.
  • Withdrew large sums of $20 dollar bills in money bricks for special events and daily stocking inventory needs of ATMs.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency. Prepared and prioritized calendars and correspondence by email or verbally.
  • Responded effectively to sensitive inquiries or complaints.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Remained calm and professional in dangerous and stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Business Co-Owner, Office Manager, Sales

Joseph E Calhoun, Jr Subcontracting - Licensed
Sebring, FL
01.1994 - 05.2008
  • Managed, co-owned and worked at family business 14+ years as Office Manager, Sales and Secretary.
  • Maintained the home office and billing, customers concerns and needs, scheduled appointments, resolved material delivery issues, along with raising two daughters.
  • Administered payroll and maintained proper documentation of employee personnel.
  • Engaged customers in friendly, professional dialogue to determine needs.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Negotiated with vendors to determine optimal material purchase pricing.
  • Prepared and made daily deposits and assisted with invoice processing and bank reconciliation.
  • We dissolved and closed our business in May of 2008.

Education

High School Diploma -

South FL State College/Sebring High School
Avon Park & Sebring, Florida

Some College (No Degree) - Business Administration And Management

South Florida State College
Avon Park, FL

Some College (No Degree) - Accounting And Computer Science

South Florida State College
Avon Park, FL

Skills

  • A team player with outstanding verbal and written communication, negotiation, and customer service skills
  • Identifying differences in materials, following instructions, and detecting details among distracting Information
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure, even when responding with difficult Customers
  • Efficient and Detail-Oriented, Self Starter
  • Certified and Trained with handling sensitive confidentiality Data, HIPAA, Release of Information (ROI) and Electronic Medical Records (EMR)
  • Problem-Solving abilities/Multitasking with Prioritization skills
  • Microsoft Office Expertise and Technologically Savvy
  • Appointment Confirmation, Rescheduling, Cancelling Appointments
  • Worked in high pressure situations in both business and healthcare
  • Sale Representative educating prospects/customers on products through calls, in person, trainings, and providing existing customers with exceptional support
  • Payment Processing, assist with medical billing issues, use of ICD 10 codes

Accomplishments

  • Florida Hospital Flagler (Adventhealth Palm Coast) outstanding January 22, 2019 End of the Year Review.
  • BELK Department Store Customer Achievement certificate awards through company.
  • Selected as "Employee of the Month" in October 2019 for Customer Care and Team Work.
  • Promoted to Vesting Clerk while still obtaining Secretary II position after 6 months 1992 - Highlands County Planning Department of Highlands County Florida .
  • Co-owned a small family owned subcontracting licensed business for 14+ years in Sebring, Florida.

Additional Information

Highlands County Planning Dept Business - September 1991 to Present

  • Enrichment Courses, Business Certificates, and training Highlands County Planning Department Secretary II position. Vesting application processes during the Florida State Comprehensive Plan to better assist the public and their needs.

Florida Hospital Flagler - HIPAA Certificates - May 2017 to Present

  • Quarterly HIPAA Certificates mandatory with Florida Hospital Flagler, January 2nd of 2019, AdventHealth Hospital Palm Coast took over.

Florida Hospital Flagler - Certificates & Medical Hospital Safety Courses - September 2017 to Present

  • Mandatory Quarterly Courses, 38 Training Certificates; HIPAA, Electronic Medical Records (EMR), Insurance Billing, Emergency Department Awareness & Safety procedures. Sexual Harassment policies and Hospital Policies for the patients safety and continued growth maintaining my career.

Florida State Dept of Health Volusia County - Certificates & State Health Safety Courses - June 2019 to Present

  • Multiple Florida State Enrichment Courses, Driving Safety Courses and training certifications for the community health and safety. Training to handle and maintain contaminated infectious disease specimens, clinical standards, and Disease control.
  • All required Training Courses and Certificates to perform my career's duties within Health Clinic.

FEMA Certificate - Florida State Dept of Health Volusia County - June 2019 to Present

  • First Responders Emergency Certificate and training for State of Florida Emergencies and Disasters.
  • FEMA Certificates and certified to respond to any and all of Florida or other States Emergency needs.

Florida State Dept of Health Volusia County - Customer Care Focus Certificates - October 2019 to Present

  • State of Florida DOH Certificate for Employee Understanding Customer Service Excellence, Sexual Harassment Policies, and Safe Keeping working on the Internet at work place with the State of Florida Department of Health Volusia County, FL.
  • FDOH Customer Fucus State of Florida Certificate October 2018.
  • HIPAA Certificates through State of Florida statutes.

Athena Health Certification & Medical Office Training - September 2021 to Present

  • Training for Athenanet software, medical office procedures, safety procedures, and HIPPA policies for Atlantic Foot & Ankle/Upperline Health offices.
  • Computerized Call Center phone system with head set.

BELK Department Store Palm Coast, FL - October 2016

  • Customer Service Excellence Certificate Awards 2016 - BELK Seasonal employee

Timeline

Front Desk Medical Office Assistant/Patient Billing Representative

Southeast Orthopedic Specialists
12.2022 - Current

Medical Call Center Specialist/Customer Service Representative

Upperline Health - Atlantic Foot & Ankle
09.2021 - 06.2022

Unemployed Due to Covid 19

Unemployed
02.2020 - 08.2021

Senior Clerk - (OPS) Temporary Contracted

State of Florida Volusia County Dept of Health
05.2019 - 01.2020

Admitting Rep Patient Access Registrar - E.D.

AdventHealth Hospital Palm Coast - Emergency Dept
09.2017 - 01.2019

Administrative Assistant, Customer Service & Sales

Money Tree ATMS
11.2011 - 11.2015

Business Co-Owner, Office Manager, Sales

Joseph E Calhoun, Jr Subcontracting - Licensed
01.1994 - 05.2008

High School Diploma -

South FL State College/Sebring High School

Some College (No Degree) - Business Administration And Management

South Florida State College

Some College (No Degree) - Accounting And Computer Science

South Florida State College

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Christine Chapman