Keisha Thomas

Interaction with the customer • Speak with Program Leaders as needed (for example when the Account Manager is on the phone, in a meeting or out of the office develop a working relationship with Program Leaders). • Answer phone calls without the Program Leader having a lengthy wait or additional pages for the Account Manager. • Proactively answer questions instead of taking messages (answer most of the questions the Program Leader asks). • Make notes of all conversations, enter notes in “AM notes” and send notes via email to Account Managers. Always check “AM Notes” for previous conversations. • Periodically visit customers on tour, and/or attendance at company public relations events. • Respond in a timely and effective manner to emails. • Follow company’s policies regarding email etiquette and standards. • Communicate clearly with the customers (thoroughness, accuracy, proper grammar, and spelling). • Manage room list process understand company policies and communicate them to the Program Leaders. Assist the customer in completing room list. Complete data entry of room list in the system. • Manage pre-tour details educate the customer on timetable and policies. • Program Information Letter, mailing create customized documents with school travel information. • Program Leader Final packet, send pre-trip materials sent to school prior to departure of program. • Discovery Journals, sending educational materials to school prior to departure coordinate shipping with Fulfillment Center. • Remain organized and properly plan activities using an Excel Group Sheet to track the timing and completion of all activities that must be done for each group. • Update, track and advise Account Managers of upcoming tasks using an Excel Group Sheet. • Provide weekly regular for Account Managers every Monday (electronic version). • Maintain accurate and up-to-date documentation.

• Maintained a high level of confidentiality by handling sensitive patient information with discretion and care.
• Communicated with patients, insurance companies and providers through phone calls, emails and office drives concerning formularies and coverage limits.
• Provided exceptional customer service to patients, addressing concerns promptly and professionally.
• Addressed complaints made by patients and staff by escalating issues to supervision for further investigation.
• Provided daily administrative support for 5 physicians along with residents; Kept track of physicians time off, along with the updating of their calendars accordingly; coordinate meetings as well as travel arrangement; prepare physician correspondence; correspond with patients as well as referring doctors' offices to schedule appointments; gather necessary medical records needed prior to clinic appointment; review records to ensure the patient is scheduled with the appropriate physician according to their diagnosis; schedule patients in the OR scheduler for surgeries, order implants and necessary supplies for patients; process insurance pre-authorizations and referrals, data entry, answer phone, print patient reports daily, provide school and work notes for patients, assist with completing FMLA paper work, fax, scan, assist with set up of MyChart for patient to view online medical records; order beds for patients that will become inpatient; process emails daily, sort mail; daily use of Epic; provide ideas to improve department goals.

• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
• Processed customer transactions promptly, minimizing wait times.
• Perform transactions for member such as deposits, withdrawals, transfers, open-end loan request and travelers checks accurately and efficiently.
• Assist with ATM balancing & also assist with the training of new tellers.
• Provide support for and also crossed trained with the member service department when needed.
• Interact with VISA, mortgage, accounting, information system and loan departments in the following up of members applications and request.

• Expedited claim settlements by efficiently addressing inquiries from both patients and insurance companies regarding billing disputes or payment arrangements.
• Empowered patients to make informed decisions about their insurance coverage by providing clear explanations of benefits, limitations, and payment responsibilities.
• Safeguarded patient privacy by adhering to HIPAA guidelines when handling sensitive personal information during claim follow-up processes.
• Streamlined processing times for insurance claims by collaborating with billing departments to ensure proper documentation and coding practices were followed.
• Contacted insurance companies regarding status of claims and followed up on denials. Conducted daily investigations of billing inquiries from insurance companies and sometimes patients. Determined if hospital has billed the proper insurance company and that we have paid the proper amount. Estimated appropriate steps to be taken to ensure balance of account is paid an include route by which hospital should pursue; also communicated with MJH patients over the telephone or walk-ins and handled approximately 85-90 calls a day; established payment arrangements with patients or guarantor according to MJH guidelines; provided support for billers by screening claims and following-up as needed; updated patient insurance information in MJH system when requested.

• Maintained payroll information by calculating, collecting, and entering data.
• Updated employee files with new details such as changes in address or salary levels.
• Responded to employee inquiries to clarify payroll issues regarding wages, deductions and taxes.
• Maintained employee confidence and protected payroll operations by keeping information confidential.
• Verified timekeeping records and handled any discrepancies with employees.
• Ensured accurate payment distribution for employees by diligently reviewing timecards and attendance records.
• Screened approximately 600 employee timecards to ensure completeness and review for errors; computed weekly hours for each employee before recording information into a spreadsheet; balance crew and staff reports; collected and distributed mail, messages and incoming faxes for employees daily; updated appointment calendars; filed correspondence and records of office activities; ordered office supplies when stock was low; greeted customers and visitors daily and directed them to their proper destination; answered busy telephone lines and routed calls to various office staff.