Dejah'nique Massie
Tampa,FL
Summary
Flexible Customer Service Representative offering 3 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
I am currently trying to make my way into the administrative side of the medical field to be able to show case more of my multitasking, organizational and time management skills to assist physicians in maintaining an easier process of their busy and daily schedules.
Overview
9
9
years of professional experience
Work History
Urology Surgery Scheduler
Florida Urology Partners
Brandon, FL
09.2024 - Current
- Distributed treatment and procedural information to patients.
- Collaborated and established strong working relationships with physicians, supervisors and colleagues.
- Verified insurance authorizations with payers via telephone or web-based systems.
- Verified insurance coverage for treatments.
- Facilitated communication between surgeons, nurses, technicians and other healthcare professionals involved in the care of patients undergoing surgery.
- Coordinated with medical staff to ensure that all necessary paperwork was completed prior to scheduled procedures.
- Booked surgeries according to physician volume and maintained prompt turnaround times.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
Inbound Call Center Representative
Florida Medical Clinic Orthopaedics
Lutz, FL
09.2023 - 09.2024
- Managed incoming calls and scheduled appointments for patients.
- Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
- Entered patient data into electronic health records accurately and efficiently.
- Verified insurance eligibility for patients prior to scheduling appointments or procedures.
- Engaged with customers in an empathetic and professional manner at all times.
- Researched medical codes to ensure accurate billing practices were followed.
- Provided detailed documentation of each call including notes on conversations with customers.
- Assisted with filing of medical records and documents, maintaining accurate electronic files.
- Entered insurance, demographics and health history into patient database.
Surgery Scheduler
Moffitt Cancer Center
Tampa, FL
01.2018 - 12.2019
- Provided patient education and answered questions regarding the surgery process.
- Created and managed surgical schedules for multiple surgeons.
- Coordinated with patients, staff, and physicians to ensure accurate scheduling of surgeries.
- Assisted with pre-operative preparation such as lab work, radiology tests.
- Communicated with ancillary departments on patient's behalf during the entire pre-operative process.
- Managed appointment reminders for upcoming surgeries via phone or mailers.
- Maintained a high level of customer service by responding promptly to inquiries from patients and families about their care plans and procedures.
- Collaborated with other hospital personnel to coordinate resources for optimal patient flow during surgery scheduling processes.
Patient Service Representative
Moffitt Cancer Center
Tampa, FL
01.2016 - 01.2018
- Provided customer service by answering patient questions and addressing concerns.
- Verified insurance information, collected payments, and scheduled appointments.
- Inputted patient demographic data into electronic health record system.
- Assisted with scheduling follow-up appointments according to provider availability.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Registered patients by verifying records to update computer system and patient charts.
Education
High School Diploma -
Land O Lakes Highschool
Land O Lakes05.2015
Skills
- Order Management
- Appointment Scheduling
- Account Updating
- Call Management
- Data Entry
- Calendar Management
- Social Media Knowledge
- Tech-Savvy
- Pre-authorization management
- Insurance pre-certifications
- Teamwork orientation
Timeline
Urology Surgery Scheduler
Florida Urology Partners
09.2024 - Current
Inbound Call Center Representative
Florida Medical Clinic Orthopaedics
09.2023 - 09.2024
Surgery Scheduler
Moffitt Cancer Center
01.2018 - 12.2019
Patient Service Representative
Moffitt Cancer Center
01.2016 - 01.2018
High School Diploma -
Land O Lakes Highschool
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