FREDERICK DAVID MASSEY 2nd
MONTGOMERY VILLAGE,MD
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Patient Relations Coordinator
Point Performance
Bethesda, MD
01.2022 - Current
- Recommended service improvements to minimize recurring patient issues and complaints.
- Followed document protocols to safeguard confidentiality of patient records.
- Organized patient records and database to facilitate information storage and retrieval.
- Benefit Verification
- Pre-Authorizations
- Handled [100] calls per day to address customer inquiries and concerns.
- Scheduling appointment with the providers
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Dental Front Office Coordinator
DC For Kids - Quadrant - Temporary Position
Olney , MD
11.2021 - 12.2021
- Helped patients complete necessary medical forms and documentation.
- Scheduled, rescheduled and cancelled appointments for dental patients.
- Completed patient referrals to other medical specialists.
- Greeted visitors and patients to determine needs, check appointments and direct accordingly.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Prepared insurance claim forms, explained benefits and outlined pricing details for procedures and services.
- Registered and verified patient records before triage with most up-to-date information.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Kept detailed records of office inventories and placed $[Amount] orders for more supplies.
Resolution Team Specialist
Dominion National
Arlington, VA
04.2020 - 11.2021
- Coordinate with vendors to resolve all account issues and escalate all unresolved to management
- Coordinate with external vendors to resolve all issues and provide appropriate response to all collection hot line complaints
- Perform research for all complaints and recommend required action for same and assist management to resolve all issues efficiently
- Investigate verbal complaints concerning billing, claims or service rendered
- Escalate complaints of service failures to designated departments for investigation
Member Service Specialist
Dominion National
Arlington, VA
10.2018 - 04.2020
- Provide uniform interpretation of benefits to members, providers and employer groups
- Explain and clarify plans' policies and procedures
- Actively attempt to resolve member or provider concerns, which may include contacting other appropriate parties to facilitate resolution of such concerns adequately documents information on billing system
- Investigate verbal complaints concerning billing, claims or service rendered
- Escalate complaints of service failures to designated departments for investigation
Senior Program Specialist/Escalation Specialist
Covance
Gaithersburg, MD
04.2016 - 03.2018
- Respond to inbound calls from customers, triage calls as appropriate, document calls in appropriate database, and handle/escalate calls per program specifications
- Conduct outbound calls per program specifications
- Conduct insurance verifications to confirm patient benefits, facilitate prior authorization process on behalf of customers, assist with problem claims, and perform case management to identify insurance and alternative funding sources per program specifications
- Screen and process patient assistance applications by determining eligibility and making outbound follow up calls as necessary
Front Desk Manager
US Fitness
Gaithersburg, MD
06.2015 - Current
- Answer phones, field questions, and route calls in keeping with Front Desk standards
- Perform cash, check, and credit card transactions accurately
- Schedule courts and program services for members
- Maintain clean organized front desk and lobby area
- Use online computer software for member check-ins, updating member accounts as needed
Education
High School Diploma -
Gaithersburg High School
Undergraduate - Medical Records
University of Phoenix
Tempe, AZBachelor of Arts - Health Administration
University of Phoenix
Tempe, AZSkills
- Client services quality
- Customer support services
- Customer service representation
- Quick Books
- Communicating to Patients and Families
- Knowledge of Community Services and Programs
- Gathering Information From Patients
- Customer Relations
- Registration and Scheduling
- Administrative and Office Support
- Explaining Policy and Procedures
- Documenting and Recording Information
- Database Search and Data Entry Skills
- Office Supplies and Inventory
- HIPAA Regulations
- Office Equipment
- Spreadsheet Tracking
- Insurance Authorizations
- Medical History Documentation
- Insurance Form Processing
- Multi-Line Telephone Systems
- Time Management
- Word Processing
- Hospitality Service
- Clerical and Filing Support
Additional Information
- AWARDS , C.O.W – Compliment of the week: May 2017, July 2017, March 2017
Timeline
Patient Relations Coordinator
Point Performance
01.2022 - Current
Dental Front Office Coordinator
DC For Kids - Quadrant - Temporary Position
11.2021 - 12.2021
Resolution Team Specialist
Dominion National
04.2020 - 11.2021
Member Service Specialist
Dominion National
10.2018 - 04.2020
Senior Program Specialist/Escalation Specialist
Covance
04.2016 - 03.2018
Front Desk Manager
US Fitness
06.2015 - Current
High School Diploma -
Gaithersburg High School
Undergraduate - Medical Records
University of Phoenix
Bachelor of Arts - Health Administration
University of Phoenix
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