KIMBERLEY GUINYARD-HAYNES
Columbus,GA
Summary
Document Management Specialist, providing general administrative back-up and other duties. More than 4 years of records management support. Familiar and experienced with electronic filing systems, various document management technologies and scanning experience. Knowledge of filing systems and standards. Proficiency working with Document Management Systems. Multi-tasks well and efficiently manages changing priorities. Excellent organizational and analytical skills, with attention to detail.
Overview
17
17
years of professional experience
Work History
Dedicated Documentation Coordinator
Bard Care
11.2020 - Current
- Assisted compliance officer to gather necessary documentation for new account applications.
- Translated complex technical information into intuitive clear format.
- Maintain and resolve assigned task through complaint database
- Perform task, reviewing 100 patient accounts with moderate complexity, within planned schedule and timelines, supporting audits, participating on project teams, ensuring documentation compliance, handling processes and assigned tasks related to customer complaints and MDR’s
- Follows applicable Company/ Unit procedures and may revise policies and procedures when asked upon
- Develops solution to assigned activities of limited scope ( Document change, Complaint file entry, MDR documentation etc.)
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Prepare reports and summaries as directed, including quantitative and qualitative analysis
- Completes MDR’s into the eMDR system
- Knowledge of decision regarding reportability (MDR/AE) of complaints of FDA and other international regulatory agencies
- Reviews, tracks, trends, analyzes and report on MDR data.
- Prepared documents for projects in accordance with project manager, team, or client specifications.
Customer Service Representative
Anthem
09.2018 - 10.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Acted as intermediary between insurance companies and customers, including researching and assessing information to determine validity of claims
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions
- Oversaw regulatory and strategic initiatives to ensure accuracy of medical claims
- Reconciles group and/or individual account premiums; reviews incoming group batches
- Communicates internally and externally with payroll accounts, policyholders and associates
- Working knowledge of COB, HIPAA, Medicare, & Precertification Process
- High utilization of medical terminology, CPT Procedure, & ICD-10 Diagnosis knowledge
- Place follow-up calls and send out correspondence to members & providers about claim status (paid or denied), bills received, medical benefits request
- Process payments and request information as needed
- Reviews account information, identifies discrepancies or account variances and take necessary steps for
- Compiled data and performed routine clerical task to relieve underwriter of administrative details, using knowledge of underwriting and policy-issuing procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Human Resource Administrative Assistant
Enrichment Services Program Inc
04.2016 - 08.2018
- Attended meetings and took meticulous notes to disseminate to all participants
- Maintained personnel records, including applications, performance reports, payroll records, and medical files
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Review Applications for Employment to ensure completion
- Conducted New Hire Orientation with classes seating 10 to 23 new hires.
- Assist with benefits, maintain file of job descriptions, interview materials and other forms
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Verified and logged deadlines in response to daily inquiries and requests
- Managed and anticipated clerical needs of company employees, including copying, faxing and file management
- Answered and redirected incoming phone calls for office.
- Compiled data from source documents prior to data entry
- Processed confidential tax form information with care and precision
- Identified errors in data entry and related issues by mentioning to supervisors for resolution
- Organized billing and invoice data, prepared accounts receivable and generated revenue reports to provide controllers with vital financial information
- Maintained records by creating monthly reports, closing terminated records and performing chart audits
- Documented data entry completions in corresponding logbooks.
Customer Service Representative
Masterbuilt
10.2015 - 01.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained revenue streams by exhausting every option before offering refunds on escalated calls
- Actively listened to customers, answering between 25 to 50 calls daily. Handled concerns quickly and escalated major issues to supervisor.
- Reviewed customer data to assess current issues and determine eligibility for potential solutions
- Informed customers on billing procedures, processed payments and provided assistance to set up payment options
- Answers inquiries by clarifying desired information; researching, locating, and providing information
- Reviewed account and service histories to identify trends and issues
- Consulted with customers to determine best methods to resolve service and billing issues
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Escalated customer concerns, store issues and inventory requirements to supervisors.
Team Lead
Road America Motor Club
01.2013 - 04.2014
- Provided quality and efficient customer service to customers through daily management of 30 employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving
- Administered performance reviews for skill improvement
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Handled disciplinary and/or performance issues according to company policy
- Established work procedures and processes that supported company and departmental standards, procedures, and strategic directives
- Received calls from customers who often were stranded motorists and could be difficult or irate
- Requested customer identifier information and located customer in internal computer system
- Identified types of service needed (towing, jump start, flat tire, fuel/fluid delivery, lockout assistance, accident related towing and/or winching service)
- Received and deflected “information calls” to appropriate department and/or company
- Dispatched roadside assistance for members who were stranded
- Contacted vendors
- Tow company, locksmith, roadside service and/or motorcycle company) utilizing computerized system
- When calls were not in queue, was responsible to confirm dispatched call (DC) that may have past estimated time of arrival (ETA) by calling member to ask if service has been completed
- If member could not be reached, tried to confirm; dispatched calls with service provider (vendor).
Customer Service Specialist Head Cashier
Home Depot
01.2007 - 01.2013
- Assisted with purchases, locating items and signing up for rewards programs
- Counted money in drawers at beginning and end of each shift.
- Learned roles of other departments to provide coverage and keep store operational
- Developed and managed relationships with customers to increase customer loyalty.
- Resolved issues with cash registers, card scanners and printers
- Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from all staff
- Directed merchandising and signage updates for weekly and seasonal promotional changes
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction
- Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues
- Developed training and mentoring procedures to keep team member performance strong and optimized for store needs
- Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers
- Promoted specific item options to drive sales and achieve add-on purchases.
Education
Bachelor of Science - Elementary Education
Troy University
Phenix City2012
Associate of Applied Science - Early Childhood Education
Columbus Technical College
Columbus, Ga12.2008
No Degree - Early Childhood Education
Columbus Technical College
Columbus, Ga06.2006
Skills
- Report creation
- Batch Records
- Data evaluation
- Process optimization
- Call center experience
- Quality assurance
- Human Resource
- Management
- Medical software applications
- Patient relations
- Knowledge of medical terminology
- Healthcare coding competency
- Knowledge of HIPAA regulations
- Understanding of medical laws
- Medical records management
- Requirement Documentation
- Audit Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Dedicated Documentation Coordinator
Bard Care
11.2020 - Current
Customer Service Representative
Anthem
09.2018 - 10.2020
Human Resource Administrative Assistant
Enrichment Services Program Inc
04.2016 - 08.2018
Customer Service Representative
Masterbuilt
10.2015 - 01.2016
Team Lead
Road America Motor Club
01.2013 - 04.2014
Customer Service Specialist Head Cashier
Home Depot
01.2007 - 01.2013
Bachelor of Science - Elementary Education
Troy University
Associate of Applied Science - Early Childhood Education
Columbus Technical College
No Degree - Early Childhood Education
Columbus Technical College
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