Dana Carter
North Las Vegas
Summary
Dedicated Customer Service Representative with expertise in healthcare administration and problem-solving. Skilled in managing workflows, training staff, and ensuring compliance with industry standards. Focused on enhancing operational efficiency and delivering high-quality service to promote customer satisfaction.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Freedom Care
Las Vegas
05.2025 - Current
- Resolved customer issues using problem-solving techniques effectively.
- Documented interactions in the electronic health record system accurately.
- Conducted follow-up calls to enhance member satisfaction and clarify service understanding.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Conducted regular follow-up calls with customers after resolving their issues.
- Promoted products and services to customers during service and account management calls, enhancing their overall experience.
- Assisted clients with care management inquiries, providing essential support and guidance.
Clinical Office Manager
Antelope Valley Health Center
335 e ave k6 b
06.2020 - 03.2025
- Managed daily operations of clinical office, ensuring efficient workflow.
- Supervised administrative staff, providing training and support.
- Oversaw inventory management for medical supplies and equipment procurement.
- Supervised front desk to manage check-ins and check-outs, verify insurance and collect payments.
- Monitored employee compliance with OSHA, HIPAA, and office-specific standards to ensure quality patient care.
- Assisted with budgeting activities such as forecasting costs, preparing reports and tracking expenses.
- Compiled weekly and monthly reports on key performance indicators to track clinic operations.
- Conducted regular performance reviews with staff members to ensure optimal productivity levels are maintained.
- Created training materials for new employees to facilitate proper use of equipment and software.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
Medical Administrative Assistant
Antelope Valley Health Center
335 e ave k6 b
06.2017 - 06.2020
- Coordinated patient scheduling and appointments, optimizing provider availability and patient access to care.
- Processed insurance verification and maintained accurate patient records.
- Responded to patient inquiries and provided exceptional customer service.
- Collaborated with clinical staff to ensure smooth office operations.
- Utilized electronic health record systems to update patient information efficiently.
- Entered patient demographic information into the Electronic Health Records system.
- Answered phones, scheduled appointments, and provided general information to callers.
- Scanned documents into EHR systems according to established protocols.
- Updated patient accounts and information daily.
- Reached out to patients day before scheduled appointments to confirm times and instructions.
- Ensured accuracy of medical codes on claims, facilitating timely and correct reimbursement.
- Documented and addressed incoming correspondences, enhancing patient communication and support.
- Retrieved lab results from outside laboratories and entered them into EHR systems.
Customer Service Representative
Inland Empire Health Plan, Care Management
Rancho Cucamonga
03.2012 - 06.2017
- Resolved customer issues using problem-solving techniques effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted follow-up calls to ensure member satisfaction and understanding.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated communication between members and healthcare providers.
- Documented interactions in the electronic health record system accurately.
- Managed electronic health records and maintained accurate patient information.
- Collaborated with healthcare providers to clarify coding requirements and billing procedures.
- Resolved claim denials by investigating issues and communicating with insurance companies.
- Collaborated with healthcare teams to ensure effective EHR implementation and support.
- Communicated effectively with patients regarding referral processes and timelines.
Education
Bachelor of Science - Healthcare Administration
Western Governors University
Salt Lake City, UT05-2026
Associate of Science - Business Administration
Barstow Community College
Barstow, CA06-2014
Skills
- Customer service
- Office administration
- Documentation
- Data management
- Electronic health records
- Microsoft Excel
- Medical terminology
- Patient care
- Problem resolution
- Team collaboration
Timeline
Customer Service Representative
Freedom Care
05.2025 - Current
Clinical Office Manager
Antelope Valley Health Center
06.2020 - 03.2025
Medical Administrative Assistant
Antelope Valley Health Center
06.2017 - 06.2020
Customer Service Representative
Inland Empire Health Plan, Care Management
03.2012 - 06.2017
Bachelor of Science - Healthcare Administration
Western Governors University
Associate of Science - Business Administration
Barstow Community College