Dawn Divis
Cedar Rapids,IA
Summary
Dynamic Medical Support Assistant with a proven track record at Veterans Administration, excelling in patient care coordination and electronic health records management. Leveraging strong interpersonal skills, I enhanced patient satisfaction and streamlined processes, ensuring efficient appointment scheduling and accurate documentation. Committed to delivering exceptional patient-focused care while driving operational improvements.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Medical Support Assistant
Veterans Administration
10.2024 - Current
- Identified areas for improvement in existing processes related to paperwork completion or other activities associated with the job role.
- Utilized excellent interpersonal skills to build strong relationships with patients, physicians, and other healthcare professionals.
- Developed a comprehensive understanding of medical terminology and processes in order to accurately document information into the electronic health record system.
- Provided support for medical staff, including scheduling appointments, filing patient records, and providing general administrative assistance.
- Demonstrated ability to manage multiple tasks simultaneously and prioritize workloads effectively.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
Pre-Service Coordinator
Mercy Medical Center
09.2023 - Current
- Prepare, validate and complete all step necessary to clear new cases for pre-scheduled services. This includes, but is not limited to validating and gathering insurance and demographic information.
- Interact with insurance companies via website, phone, or fax to verify benefits, obtain authorizations, identify insurance guidelines, and facilitate communication.
- Gather information to verify benefits and benefits eligibility by utilizing Epic system.
- Complete and/or obtains all necessary authorizations for service(s) to be performed. Work with clinical providers, on-site case management team, as well as team members LPN/RN or Nurse Auditor in Prior Authorization or CDI department.
- Perform Pre-Service collection estimation functions and communicates patient liability with patient.
- Assume responsibility for revenue cycle management and is key in developing processes with hospital department heads to maximize and enhance revenue/reimbursement for services provided. Provide leadership in billing to improve transactional accuracy.
- Assist patients in obtaining insurance, ie: Medicaid, Marketplace coverage.
Billing & Insurance Specialist
Radiology Associates of Iowa
12.2022 - 08.2023
- Customer Service/Call Center during normal business hours.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Maintained high standards of customer service by building relationships with clients.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Answers billing questions with accuracy and processing payments over the phone.
- Correspondence mail processing - accurate processing of patient and Insurance correspondence in accordance with company policies and in compliance with the managed care contracts, federal programs and other third party payers.
- Research and investigation of unsettled claims.
- Apply accurate edits for secondary and tertiary claim balance errors that prevented the claim from completing the billing process.
- Worked with team members and leadership to identify and develop process improvements.
- Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
Customer Experience Advocate II
Wellmark Blue Cross Blue Shield Of Iowa
09.2018 - 10.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Hand selected by leadership to mentor new employees as well as work on time sensitive projects while maintaining stellar quality.
- Used combined experience, research skills and communications expertise to maintain control of difficult calls.
- Worked effectively under pressure and with demanding performance targets to handle 10+ calls per hour.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Provided in-depth product knowledge to customers, assisting with informed purchasing decisions.
- Collaborated with cross-functional teams to address customer feedback and implement service improvements.
Education
High School Diploma -
Prairie High School
Cedar Rapids, IA05.1985
Skills
- Appointment scheduling
- Patient care coordination
- Electronic health records management
- Patient-focused care
- Medical terminology
Certification
- CAC - Certified Application Counselor
- Qualified Entity (QE) Medicaid Presumptive Eligibility counselor
Timeline
Medical Support Assistant
Veterans Administration
10.2024 - Current
Pre-Service Coordinator
Mercy Medical Center
09.2023 - Current
Billing & Insurance Specialist
Radiology Associates of Iowa
12.2022 - 08.2023
Customer Experience Advocate II
Wellmark Blue Cross Blue Shield Of Iowa
09.2018 - 10.2022
High School Diploma -
Prairie High School
Similar Profiles
Jeff LuchtJeff Lucht
National Service Officer /Outreach Specialist at Disabled American Veterans/ Veterans AdministrationNational Service Officer /Outreach Specialist at Disabled American Veterans/ Veterans Administration
Cameron FennCameron Fenn
Program Support Assistant (GS-6, Full Time) at Veterans AdministrationProgram Support Assistant (GS-6, Full Time) at Veterans Administration
Jessica VoglJessica Vogl
Lead Medical Support Assistant at Veterans AdministrationLead Medical Support Assistant at Veterans Administration
Michael LynessMichael Lyness
Nutrition Packaging/Dock Forklift Driver at Red Star YeastNutrition Packaging/Dock Forklift Driver at Red Star Yeast
Thomas KrivanekThomas Krivanek
Correctional Officer at Iowa Department Of Corrections - I.M.C.C.Correctional Officer at Iowa Department Of Corrections - I.M.C.C.