Ester Swift
Louisville,KY
Summary
Performance-focused Medical Administrative Assistant offering broad-based experience in medical administration and patient care management. Talented at building and cultivating professional relationships, coordinating appointments and performing wide range of treatment procedures. Well-defined communication, technical and analytical aptitudes.
Overview
15
15
years of professional experience
Work History
Medical Support Assistant
US Department of Veterans Affairs
04.2023 - Current
- Responsible for appointment scheduling while interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- Facilitates smooth in person or telephone transitions between appointments, effectively communicating with both patients and medical professionals on schedule updates or changes.
- Responsible for solutions revolving reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
- Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
- Collects, scans, and updates health insurance information, promotes Veteran registration and utilization of My HealthyVet (MHV)
Customer Service Representative
Atria Senior Living
04.2022 - 03.2023
- Scheduled appointments and provided detailed information for prospective families and those in need of elder care/ senior retirement living for over 200 communities across the United States and Canada
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Provider Services Specialist
Passport Health Plan/Evolent Health
08.2013 - 10.2018
- Streamlined communication with providers through consistent follow-ups and updates on their service requests.
- Reduced processing time for claims by verifying insurance information and ensuring accurate billing practices.
- Managed high-volume caseloads effectively, prioritizing tasks and meeting deadlines consistently while maintaining attention to detail.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Answered provider inquiries via email, telephone and written correspondence.
- Obtained knowledge and practice with CPT codes, provider credentialing and common medical coding entries
Visitors Services Call Center Agent
Louisville Convention & Visitors Bureau
02.2012 - 08.2013
- Assisting vendors, convention groups and travelers with navigating the City of Louisville and its amenities
- Served as an official liaison representing the City of Louisville for multiple business and high profile clients
- Answering questions and regarding convention housing and visitor information;
- Processing new reservations, cancellations, changes, reconfirmations or inquires for convention reservations
Call Counselor
AAA Automotive Group
09.2010 - 05.2011
- Utilized selling skills to build the Member relationship/experience while maximizing information and sales opportunities
- Through consultation cross sold appropriate club products using expertise, listening skills, member information, job and product knowledge and the next best opportunity platform to maximize sales
- Consistently demonstrated positive service attitude to members by accurately and courteously explaining policies and procedures
- Handled, resolved and processed all membership enquiries through first call resolution including billing, renewal, upgrades, payments, information changes, duplicate cards, processing payments etc
- Assisted members through consultation giving verbal and written email information including but not limited to - directions, attractions, hotels, State parks, other areas of interest, weather conditions, road closures, member information, show your card and save program
- Received and processed Emergency Road Service calls as needed and during disaster situations
Medicare Customer Care Specialist
Humana Inc
09.2009 - 06.2010
- Worked collaboratively in an interdisciplinary coordinated care delivery environment with patient aligned care teams and other specialty care.
- Organized work independently and handled scheduling problems and deviations based on personal knowledge of department operations and policy, schedules and providers preferences.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
Education
Certificate - Emergency Telecommunications
Eastern Kentucky University
Richmond, KY12.2004
Skills
- Insurance verification
- CPT Coding
- EMR systems
- Medical Receptionist Experience
- Telecommunication Dispatching
- ICD-10
- Epic-Health System knowledge
- EMR systems
- Clinical Documentation and Filing
- Maintaining confidentiality
- EPIC- Customer Relationship Management (CRM)
- HIPAA Compliance Knowledge
- Patient Care Coordination
- Patient Scheduling
- Microsoft Office Suite proficiency
- Patient Records Maintenance
- Electronic Health Records Management
- Medical terminology proficiency
- Adaptive Communication skills
- VistA CPRS
- Documentation review
Timeline
Medical Support Assistant
US Department of Veterans Affairs
04.2023 - Current
Customer Service Representative
Atria Senior Living
04.2022 - 03.2023
Provider Services Specialist
Passport Health Plan/Evolent Health
08.2013 - 10.2018
Visitors Services Call Center Agent
Louisville Convention & Visitors Bureau
02.2012 - 08.2013
Call Counselor
AAA Automotive Group
09.2010 - 05.2011
Medicare Customer Care Specialist
Humana Inc
09.2009 - 06.2010
Certificate - Emergency Telecommunications
Eastern Kentucky University
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