Karen Martin
Peyton
Summary
A highly motivated, skilled professional with exceptional multitasking and organizational skills, over 15 years of providing superior customer service, 5+ years of Human Resources organizing and preparing reports and logs. Follows procedures and applies HR knowledge to accomplish tasks and duties. Performs variety of clerical and technical services and supports pre-employment, staffing, on-boarding processes and troubleshoots issues to meet company needs. Exhibits high level of discretion to handle sensitive and confidential information. Adaptable and willing to go the extra mile and learn new tasks.
Overview
17
17
years of professional experience
Work History
Contact Representative
BCAC / Contact Representative 21MD GRP PSFB
05.2023 - Current
- Provide customer service support to more than 3,500 beneficiaries annually with benefit counseling and to address TRICARE program inquiries
- Scheduled, coordinated, and presented TRICARE educational briefings and provided customer service support to active-duty service members of all categories and their families
- Serves as a counselor or advocate for TRICARE beneficiaries providing information about a broad range of benefits and assisting with applications for TRICARE benefits and services
- Works independently as the decision maker on claims following training and a period of mentoring and working reviews to assess comprehension
- Managed Assistance Reporting Tool (ART) to create new cases, check pending cases, referrals in and out within network
- Performs other related duties as assigned
- Demonstrates the ability to handle work related stress and multiple priorities simultaneously
- Received performance awards in 2023 / 2024
Contact Representative
Evans Army Community Hospital
06.2022 - 05.2023
- Provide superior customer service to active-duty service members and dependents, retirees, veterans and possess the ability to work independently and with individuals from diverse backgrounds
- Communicates and interact with beneficiaries to facilitate timely, proper decisions
- As dictated by the circumstances of each case, the BCAC may conduct interviews or hearings in person or by telephone, with beneficiaries and family members, eligible individuals, representatives, and advocates to obtain or clarify information
- Respond to health care requests and / or inquiries using medical terminology and processes
- Specialized knowledge of principles and practices relating to the entire military health care delivery system to include, TRICARE, Medicare, Medicaid, Other Health Insurance (OHI), Uniformed Services Health Benefits Program (USHBP), DEERS, CHAMPUS etc
- In depth experience with TRICARE Claims process and ability to resolve unpaid claims issues
- Utilize multiple computer systems and technologies, including Microsoft Office (Word, Excel, and Access), Cerner Power Chart, Revenue Cycle (GENESIS) Allied Health Longitudinal Technology Application (AHLTA) and Defense Manpower Human Resource System information (DMHRSi)
- Utilize various electronic data processing (EDP) systems for inputting data related to claims adjudications, processing, monitoring, and correspondence preparation
- Acts as an advocate for active-duty, retirees / veterans, and their beneficiaries in their dealings with other TRICARE elements and organizations that effect their claims
Financial Technician
Evans Army Community Hospital
06.2018 - 06.2022
- Handle a variety of tasks that support Evans Army Community Hospital (EACH) accounting system, ensure billings are accurate for approval and payment; ability to implement financial procedures, problem areas, deficiencies, and imbalances, research and analyze personnel and administrative matters
- Knowledge of a wide variety of clinic, Agency and Department regulations and procedures on the Military Health System (MHS) core medical arid business information systems, electronic health records, medical data source, and billing systems, to extract data from a variety of forms, documents, and reports
- Assist patients in completing insurance forms as necessary, receive and validate insurance registration, information received at time of patients visit call numerous insurance companies to verify insurance, coverage
- Amount of coverage, existing rules and regulations pertaining to patient policy
- Point of contact for the Defense Travel System, assist staff with travel order preparation and settlement vouchers through the Defense Travel System
- Review Travel vouchers for accuracy and compliance with regulations
- Assist Resource Management personnel in the resolution of a wide variety of issues to financial management and fund control
Transportation Assistant
U.S. Army Sustainment Command/ JPPSO
07.2015 - 05.2018
- Establish and maintain payment records, files, and information, serve as a liaison information, serve as a liaison between Transportation carriers/contractors and Defense Finance and Accounting Service
- Perform duties as workload requires and at the direction of the supervisor responsible for providing support services to multiple Department of Defense Service operated Personal Property Processing Offices (PPPOs) in a 24-state area including 3 Canadian provinces more than over 2 million square miles
- Counsel all authorized military and civilian employees of their entitlements for shipment and storage of personal property and privately owned vehicles, including specialized items, to domestic and overseas locations
- Advise customers on personnel travel entitlements at government expense, reviewing shipping documents for accuracy and entering and retrieving statistical data in automated database
- Ability to execute inbound and outbound personnel movements, perform group travel arrangements for domestic and foreign travel
- Ability to Counsel Personnel on travel entitlements, such as explaining travel arrangements, baggage limitations, responsibility for transportation documents
Office Automation Assistant
Evans Army Community Hospital
05.2015 - 07.2015
- Manage and perform, the duties, of the Patient Administration; utilize several data systems, not limited to: AHLTA, HAIMS, Composite Health Care System (CHCS)
- Process requests for patient medical information from patients, authorized representatives, and other third parties, such as law firms
- And insurance companies, Federal and civilian 'medical facilities, government agencies and researchers
- Perform administrative duties, responsible for the day-to-day operational functions of patient administration (PAD) front desk operations, to include master scheduling, patient/client appointments, and processing of civilian employee medical records
- Receive and log outgoing correspondence, reviewing it for correct format punctuation, spelling, grammatical accuracy, factual correctness, enclosures, dates, signatures, of health care systems, and health care principles
Contact Representative
Basset Army Community Hospital & WTU
10.2009 - 06.2013
- Review and analyze complex medical information, office notes, operative reports etc
- To determine service connection and disability entitlement
- Demonstrates excellent judgement, Troubleshooting, problem solving, analysis and discretion
- Analyze claims to determine if diseases and /or injuries were incurred or aggravated by military service for purposes of compensation, treatment or hospitalization
- Prepare and process patient travel orders; ensure payment requests are complete, accurate, and conform to regulations; serve as liaison between finance service and traveler; prepare and update installation- standard operating procedures; provide pertinent information on all travel matters to travelers and administrative officials
- Knowledge of AHLTA, Composite -Health Care System (CHCS), (DTS) Defense Travel System, TRANSCOM Regulating and Command and Control Evacuation System (TRAC2ES) Defense Eligibility Enrollment Reporting System (DEERS), Theater Medical Data Store (TMDS)
- Provide support to active military, retirees, DOD civilians and contractors in the day-to-day travel operations of a technical office using the Defense Travel System (DTS); coordinate with clients to capture complex travel requirements for both international and domestic trips, communicate with the government Travel and General Counsel Offices to process travel orders, and vouchers in compliance with the DOD Joint Federal Travel Regulations
- Assisted Soldiers going through the Integrated Disability Evaluation System (IDES) process, collect medical records and other related documents required for Medical Evaluation Board (MEB) and Informal PEB (PEB)
Human Resources Assistant
Military Personnel Division
08.2007 - 10.2009
- Advise management on a wide range of civilian staffing issues such as recruitment methods, deployments and work force shaping, verify employment eligibility, qualifications, salary determinations and sets pay
- Plans, develops, and oversees military operations systems that support and implement programs concerning The components of the military operations / personnel management life cycle in relation to Soldier readiness and availability for deployment
- Assists in the registering of employees in the Priority Placement Program (PPP) as well as local placement registration, assist, in recruitment activities by arranging for physical examinations, verifying
- Veterans' preference, making job offers, coordinator EOD / release dates and processing, pre-appointment, security checks
- Managed the Government Travel Card (GTC) program
- Prepare and deliver oral presentations such as briefings, training sessions, consultations, and strategy sessions with other staff service functions and activities to secure cooperation, resolve controversial matters, and convey information relative to proposed changes in assignment
- Performed all other Human Resources activities as directed by Military Personnel Division
Education
Bachelor's degree - Business Management
KAPLAN UNIVERSITY
Charlotte, NC10.2007
Skills
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Cross-cultural sensitivity
References
- Juanita Clark, Dept. of VA, Finance, (702) 354-9617, juanita.clark@us.army.mil
- Jeffrey Clark, MPD, Housing Manager, (702) 568-0686, (214) 458-7504
- Chandra Welch, Defense Contract Management Agency, Supervisor, (214) 458-750, chandra.d.welch.civ@mail.mil
- Edward Martin, Defense Logistics Agency, Equipment Specialist, (907) 978-6201, edward.martin2@us.army.mil
Timeline
Contact Representative
BCAC / Contact Representative 21MD GRP PSFB
05.2023 - Current
Contact Representative
Evans Army Community Hospital
06.2022 - 05.2023
Financial Technician
Evans Army Community Hospital
06.2018 - 06.2022
Transportation Assistant
U.S. Army Sustainment Command/ JPPSO
07.2015 - 05.2018
Office Automation Assistant
Evans Army Community Hospital
05.2015 - 07.2015
Contact Representative
Basset Army Community Hospital & WTU
10.2009 - 06.2013
Human Resources Assistant
Military Personnel Division
08.2007 - 10.2009
Bachelor's degree - Business Management
KAPLAN UNIVERSITY
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