Emily Pope
Pembroke,USA
Summary
Certified medical billing and coding specialist with a focus on detail and accuracy. Proficient in CRM and medical terminology, with a strong ability to manage conflicts effectively. Known for quick learning and taking initiative in self-directed tasks. Open to new opportunities in a fast-paced healthcare setting.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Warranty Claim Processor / Parts Ordering
UNITERS NORTH AMERICA
06.2021 - Current
- Adjudicated claims by reviewing warranty terms, customer claims, and supporting documentation.
- Composed accurate correspondence including claim notes, emails, and other communications.
- Managed inbound and outbound calls to address customer inquiries effectively.
- Utilized CRM software for communication with customers, technicians, and manufacturers.
- Ordered parts from manufacturers according to warranty requirements for customer fulfillment.
- Supported team members in their tasks, contributing to overall team success.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Assisted colleagues as needed, fostering a positive work environment based on teamwork and mutual supportiveness.
Universal Agent and Coaching Specialist
MCI/OnBrand24
11.2020 - 05.2021
- Ensure first call resolution through problem-solving and effective call handling; recognize and capitalize on upsell opportunities
- Promoted to Coaching Specialist within the first 90 days
- Responsible for increasing the overall scores for the site, increased the accuracy results by 3% in 3 months
Cashier, Service Desk, and Cash Office Team Member
Target
08.2015 - 11.2020
- Responsible for maintaining and balancing correct/current safe balance each day and ordering, counting, and reviewing change orders and deposits on a daily basis
- Made decisions to resolve guest concerns and conflicts based on best practice guidelines and empowerment to make it right for guests
- Regularly asked to train new team members and fill-in for supervisors
Front of the House Operations
Amphora Bakery
09.2014 - 06.2015
- Store key holder, responsible for opening and closing one of multiple store locations on a daily basis; typically responsible for solo operation of retail sales and customer interactions
- Responsible for answering customer inquiries in person, over the phone, or by email and taking detailed orders for custom baked goods, responsible for ensuring accuracy and customer satisfaction
Garden Center Representative and Cashier
Home Depot
03.2014 - 09.2014
- Serve customers by providing product and service knowledge and by resolving any conflicts that may arise
- Received 2 Homer Awards for providing exemplary customer service
Delinquency Control Counselor
Navy Federal Credit Union
09.2011 - 12.2013
- Provided Counseling to members experiencing short and long term delinquency in order to assist them with reducing or eliminating delinquencies
- Responsible for maintaining extensive and detailed records of all members' interactions and account activities in accordance with legal and regulatory requirements
- Responsible for preparing loan modification agreements and other legal documentation
- Require to maintain a pleasant and professional demeanor at all times, while still enforcing social policies and meeting collection quotas
Education
Certificate - Medical Billing & Coding
North Carolina Central University
09.2024
Some College - Business Administration
Northern Virginia Community College
Annandale, VA05.2011
Skills
- Microsoft Excel
- Mentoring
- Microsoft Powerpoint
- Organizational skills
- Microsoft Word
- Communication skills
- Microsoft Office
- Computer skills
- CRM software
- Google Docs
- Customer service
- CRM Software
- Medical terminology
- Microsoft Outlook
- Windows
- Office experience
- Google Suite
- Attention to detail
- Teamwork and collaboration
- Data entry experience
- Multitasking and organizing
- HIPAA compliance
- ICD-10 proficiency
- CMS-1500 form completion
- Claim submission
- Medical coding expertise
- Medicare and medicaid billing
- Revenue cycle management
- UB-04 form completion
- CPT coding
- Anatomy and physiology
- HCPCS level II coding
- Claims processing
- Medical billing
- Medical claims coding
- Insurance coding (ICD-9 and CPT)
- Continuing education
- Anatomy
- Certified medical coder
Certification
- CPC-A, 03/24/25
- Driver's License
Timeline
Warranty Claim Processor / Parts Ordering
UNITERS NORTH AMERICA
06.2021 - Current
Universal Agent and Coaching Specialist
MCI/OnBrand24
11.2020 - 05.2021
Cashier, Service Desk, and Cash Office Team Member
Target
08.2015 - 11.2020
Front of the House Operations
Amphora Bakery
09.2014 - 06.2015
Garden Center Representative and Cashier
Home Depot
03.2014 - 09.2014
Delinquency Control Counselor
Navy Federal Credit Union
09.2011 - 12.2013
Some College - Business Administration
Northern Virginia Community College
Certificate - Medical Billing & Coding
North Carolina Central University
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