KERRIE COOKE
Lithonia,GA
Summary
Reliable Medical Records Customer Service with 4 years of experience receiving, routing, filing and delivering wide range of medical documentation. Energetic and focused with strong organizational skills.
Overview
29
29
years of professional experience
Work History
Medical Records / Customer Service
Change Healthcare
09.2020 - 02.2024
- Deal with organization, filing, and management of health information data, including patient medical history, insurance claims, Medicare, Medicade and treatment diagnoses
- Respond to verbal and/or written inquiries in a timely manner
- Process all correspondences with adherence with the Health Insurance Portability and Accountability Act (HIPAA) guidelines where applicable
- Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations relating to job duties
- Knowledge, understanding, and compliance with company policies and procedures
- Maintain knowledge of functional area and company policies and procedures.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Maintained patient records in compliance with security regulations.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Printed and photocopied documents to provide patients with copies of medical records.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Reviewed charts and flagged incomplete or inaccurate information.
- Analyzed complex medical records to identify discrepancies in accuracy and completeness.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Supported medical staff by providing organized and accurate medical records.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Input data into computer programs and filing systems.
- Followed exact procedures for handling transfers and other releases of medical records.
- Verified accuracy of patient information in medical records.
- Sorted and distributed incoming and outgoing medical records.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Tracked and monitored requests for medical records release.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Scanned and uploaded medical records into electronic medical records system.
- Followed up with medical staff regarding missing information in patient records.
- Processed and tracked requests for medical records from external organizations.
- Generated and maintained statistical data related to medical records.
- Researched and resolved medical record discrepancies.
- Developed and implemented new filing system for medical records to improve efficiency.
- Assisted in preparation of medical reports for external parties for Medicare and Medicaid
Server/Hostess
IHOP
11.2014 - 08.2019
- Take customers' food and drink orders
- Ensure that all orders are accurate and brought to each table in a timely manner
- Suggest appetizers and meals to customers based on the menu and specials
- Work closely with restaurant management to immediately address all customer concerns and create a pleasant dining experience
- Confirm orders with the chefs and bartenders whenever a clarification is requested
- Assist with setting tables and rearranging tables to accommodate larger parties.
Account Manager
AUTOTRADER.COM
01.2006 - 01.2013
- Responsible for notifying customers and the sales team of delinquent accounts, usually by phone but sometimes by letter
- High percentage of payment secured and compromises offered where customers are in financial jeopardy
- Perform consumer loan underwriting activities related to decisioning loan requests with the goal of achieving the optimal outcome for the bank and for the borrower
- Analyze and interpret credit reports
- Provide leadership to the team, being a positive voice for the credit processors, gathering their concerns and feedback to improve processes
- Processing credit card and check payment through an Internet board system
- Monitor Post-Paid accounts
- Interrupt and restore services based on credit score and payment history
- Work closely with the sales team to adjust customer account rates to resolve customer disputes, helping to retain customers
- Cleared 600+ potential accounts write-offs by reducing turnover rate from 3.9% to 2.5%, completing project within three days
- Take incoming phone calls from customers and answer customer questions regarding his/her account to influence customers to make payments on past due accounts.
Collections Representative
RISK MANAGEMENT ALTERNATIVES
01.2002 - 01.2006
- Handled accounts 3rd party and pre-charge off
- Set-up payment plans that would help the customer manage their accounts
- Complete daily required logs and client required forms accurately and timely
- Ability to negotiate with cardholders assertively and professionally
- Adhere to FDCPA guidelines.
- Processed payments and applied to customer balances.
- Used skip tracing resources to locate debtors and updated information in company system.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Processed payments and contracts on accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
- Recorded all information regarding financial status of customers.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Resolved challenging situations with friendly but firm strategies.
- Achieved performance goals on consistent basis.
- Trained new team members on scripts, company services, and collection strategies.
- Used skip tracing and other techniques to locate debtors.
- Researched accounts and completed due diligence to resolve collection problems.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Quantified debtor balances to avoid late payments and bad credit.
- Assisted in implementing procedures and policies to facilitate timely payments.
Collections Manager
VOICESTREAM WIRELESS
01.2000 - 01.2002
- Accurately logged customer information into database system
- Processed loan application to determine credit approval
- Set-up payment plans that were customized for customers, discussing account information that would help the customer upgrade or downgrade their services and lower their bills.
Team Leader/Supervisor
AT&T BROADBAND
01.1996 - 01.2001
- Supervised a group of 15 associates in the oversight, allocations and supervision of customer accounts
- Provided first-line assistance to AT&T Broadband customers for all service inquiries
- Played an integral role in leading staff meetings providing input and directions regarding operations and procedures.
Claims Representative
SAFECO INSURANCE COMPANY
01.1995 - 01.1996
- Provide first-line assistance for customers reporting claims
- Assigned claims adjuster to handle customer reports and problems
- Set appointments for customers
- Trained new claims representatives with product information.
Education
High School Diploma -
Brian McMahon
06.1995
Skills
- Data Security
- Medical office administration
- Customer Service
- Account Management
- Client Relations
- Case Management
- File Organization
- HIPAA Regulations
- Scheduling appointments
- Patient confidentiality
- Payment Collection
- Data Entry
- Medical Records Management
- Insurance Eligibility
- HIPAA Compliance
- Records Management
- Written and verbal communication
- Document Scanning
Timeline
Medical Records / Customer Service
Change Healthcare
09.2020 - 02.2024
Server/Hostess
IHOP
11.2014 - 08.2019
Account Manager
AUTOTRADER.COM
01.2006 - 01.2013
Collections Representative
RISK MANAGEMENT ALTERNATIVES
01.2002 - 01.2006
Collections Manager
VOICESTREAM WIRELESS
01.2000 - 01.2002
Team Leader/Supervisor
AT&T BROADBAND
01.1996 - 01.2001
Claims Representative
SAFECO INSURANCE COMPANY
01.1995 - 01.1996
High School Diploma -
Brian McMahon
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