Deanne Connelie-CPC
Rochester,NY
Summary
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Overview
19
19
years of professional experience
1
1
Certification
1
1
year of post-secondary education
Work History
Customer Service Agent
Envoy Airlines
Rochester, New York
03.2006 - Current
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Collaborated with team members to achieve high levels of performance in demanding situations.
Senior Medical Coder
University Of Rochester
06.2016 - Current
- Verified, coded and added modifiers to diagnoses.
- Maintained updated knowledge of coding requirements, through continuing education and certification renewal.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
- Accurately selected proper descriptive code when more than one anatomical location was indicated.
- Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
- Resourcefully used various coding books, procedure manuals and on-line encoders.
- Processed insurance company denials by auditing patient files, researching procedures and diagnostic codes to determine proper reimbursement.
- Used Coderyte to assign procedure and diagnostic codes to patient records for billing purposes.
Senior Access Associate
Rochester Regional Health System
05.2006 - 06.2016
- Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Education
Medical Coding
Bryant And Stratton College
Rochester NY 02.2014 - 10.2014
Travel And Tourism
Stratford Business School
Rochester, NY 08.1987 - 04.1988
Skills
- QIK and Sabre
- ACE
- Teams
- 3M Encoder
- Records review
- Radiology coding
- Coding error resolution
- Computer skills
- Good telephone etiquette
- Self-motivated professional
- Teamwork
- Collaboration
- Medical billing code accuracy
- EPIC
Certification
- CPC - Certified Professional Coder
Timeline
Senior Medical Coder
University Of Rochester
06.2016 - Current
Medical Coding
Bryant And Stratton College
02.2014 - 10.2014
Senior Access Associate
Rochester Regional Health System
05.2006 - 06.2016
Customer Service Agent
Envoy Airlines
03.2006 - Current
Travel And Tourism
Stratford Business School
08.1987 - 04.1988
- CPC - Certified Professional Coder
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