Katrina Carney
La Vergne,Tennessee
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Forms completion specialist
Share care Inc.
11.2020 - Current
- Entered the patient's information into a system & upload the patient's disability/FMLA paperwork
- Processed FMLA/Short-Term Disability paperwork
- Communicated with patients and physician coordinators via phone/email about disability/FMLA paperwork with an upbeat, patient-centered attitude
- Processed medical record requests for clients, with proper adherence to HIPAA and HITECH compliance training and laws
- Completed FMLA/Disability forms by utilizing industry standard responses as per the type of specialty practice
- Answered incoming calls, assist multiple lines & captured call data on an Excel tracking log; provide excellent customer service by being attentive and respectful
- Validated and processed all incoming requests for PHI
- Ensured patient's disability forms are completed after payment within 5-7 days (turnaround)
- Pulled patient forms and PHI requests on a daily basis for invoicing and loaded them into RMS
- Established and Maintained professional relationships with all account clients
- Monitored all EMR accounts to ensure that all requests are received and processed within the required time frame
- Verified patient information using key identifiers
- Conducted quality screenings on incoming PHI to protect patient data
- Verified requesting party contact information including fax number or address
- Updated and maintained an Accounting of Disclosure Log for all medical records released
- Provided attention and care to patients and patient representatives
- Navigate through multiple screens
- Navigate multiple EMR systems
- Process payments for forms through an online portal
- Followed all company policies and procedures to deliver quality work.
- Developed training materials to enhance staff proficiency and productivity.
Customer Service Representive
Victoria Secret Call Center
08.2022 - 08.2023
- Taking 100+ inbound calls per day
- Handle customer service issues related to online and in-store purchases through phone interactions
- Outbound calls to follow up with customer regarding order status/refunds
- Processing customer returns and exchanges according to company policy
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering customer assistance and support
- Promoting current sales, products, and special offers to customers, suggesting related items based on their needs.
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Processing payments and assisting with orders, updating order details, and addressing any issues with order accuracy
- Adhering to company standards for customer service and call quality
COVID-19
Unemployed
03.2020 - 10.2020
Data Abstractor
Optum
05.2018 - 03.2020
- Read and interpreted various components of the medical record to correctly abstract patient data including CPT2 and ICD10 codes
- Maintained components of quality and coding data collection system consistent with all regulatory and Company procedural policies
- Maintained audit and quality assurance processes for case findings, abstracting and coding, follow-up, and data processing procedures
- Reports on abstracted findings, including potential risks for compliance and/or coding variances in a timely manner to the Clinical Quality Program Manager
- Abstracted quality measures from various EHR systems and/or paper medical records for submission to contracted health plans
- Reviewed patient medical records & abstracted certain data from the chart
- Laid off due to COVID-19
Medical Assistant (Central Triage Unit)
Nashville Medical Group
03.2013 - 04.2018
- Answered phones and call patients of multiple doctors
- Prepared patients for examination and treatment by taking patient histories and vital signs
- Prepared exam and treatment rooms with necessary instruments for your patients including preparation and maintenance of supplies and equipment for treatments, including sterilization
- Assisted physicians in applying splints, dressings, and bandages
- Assisted with transfers and scheduling of follow-up care
- Coordinated patient physicals and workplace injuries for partner accounts
- Screened incoming calls for referral to physicians and practitioners
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Assisted in the development of clinic policies and procedures to ensure compliance with industry standards and regulations.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
Medical Assistant
Heritage Medical Associates
01.2012 - 03.2013
- Trained as a floater in Dermatology, Allergy, OBGYN, and Behavioral Health departments
- Front office duties include patient check-in/out, scheduling appointments, co-pay reconciliation, insurance verification, answering phones, etc
- Back office duties include referral scheduling, scanning, assisting with minor procedures, injections, patient flow management, room set-up, etc
Education
Certified Medical Assistant - Medical Assistant
Anthem Career College
Nashville01-2012
High School Diploma -
LaVergne High School
LaVergne, TN05-2010
Skills
- Patient Triage
- Microsoft Office (Word, Excel, PowerPoint)
- HIPAA
- Keyboarding (50 wpm)
- Medical Office Experience
- Insurance Verification
- EPIC
- Athena Health
- All Scripts
- NextGen
- Office Administration
- EMR Systems
- Medical Scheduling
- Medical Terminology
- Medical Records
- Expert problem solving
- Customer relations
- Analytical thinking
- Documentation management
- Quality assurance
- Technical troubleshooting
- Knowledge sharing
- Training
- Problem-solving
- Multitasking
- Attention to detail
- Multitasking Abilities
- Organizational skills
- Excellent communication
- Relationship building
- Problem-solving abilities
- Active listening
- Decision-making
- Conflict resolution
- Adaptability and flexibility
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Recognized for outstanding dedication to patient care.
Certification
- First Aid Certification
- Certified Medical Assistant (CMA) - American Association of Medical Assistants (AAMA).
Languages
English
Timeline
Customer Service Representive
Victoria Secret Call Center
08.2022 - 08.2023
Forms completion specialist
Share care Inc.
11.2020 - Current
COVID-19
Unemployed
03.2020 - 10.2020
Data Abstractor
Optum
05.2018 - 03.2020
Medical Assistant (Central Triage Unit)
Nashville Medical Group
03.2013 - 04.2018
Medical Assistant
Heritage Medical Associates
01.2012 - 03.2013
Certified Medical Assistant - Medical Assistant
Anthem Career College
High School Diploma -
LaVergne High School
Similar Profiles
Ethan KnoxEthan Knox
Fulfillment Specialist at Share Care INC.Fulfillment Specialist at Share Care INC.
Lydia MoodyLydia Moody
Group Home Owner at Share-Care, LLCGroup Home Owner at Share-Care, LLC
Jeanne ComeauxJeanne Comeaux
Direct Service Worker at Share Care Services and Arc of AcadianaDirect Service Worker at Share Care Services and Arc of Acadiana
Courtney DerricksonCourtney Derrickson
Customer Service Representative at Acentra HealthCustomer Service Representative at Acentra Health
Trinity MackTrinity Mack
Social Media Manager at Bantam FarmSocial Media Manager at Bantam Farm