Laura "April" Mattingly
Camby,IN
Summary
Detail-oriented Endoscopy Technician with extensive experience assisting Gastroenterologists in endoscopic procedures, including stent placements and biopsies. Strong background in instrument sterilization, patient preparation, and endoscopic equipment maintenance. Effective communicator and collaborator in high-pressure environments, fostering teamwork to enhance patient care. Knowledgeable in medical terminology and skilled in maintaining high standards of service delivery.
Overview
26
26
years of professional experience
Work History
Endoscopy Technician II
Franciscan Health Indianapolis
Indianapolis, Indiana
04.2024 - Current
- Assisted physicians with endoscopic procedures such as esophagogastroduodenoscopies, colonoscopies, sigmoidoscopies, enteroscopies and biopsies.
- Supported physicians during endoscopic examinations and interventions to enhance procedural outcomes.
- Monitored patient vitals and comfort throughout procedures.
- Cleaned and sterilized endoscopy tools following safety protocols.
- Maintained detailed records of procedures and equipment usage to ensure compliance and facilitate patient care.
- Collaborated with healthcare team to enhance patient safety and streamline endoscopic procedures.
- Implemented best practices for infection control in the endoscopy unit.
- Prepared endoscopy instruments and equipment for procedures.
- Communicated effectively with nursing staff concerning patient needs throughout procedure processes.
- Assisted in the training of new staff members on proper operation of endoscopic equipment.
- Prepared rooms for endoscopic procedures according to established protocols.
- Adhered to operating and safety procedures during cleaning, disinfecting, and sterilizing endoscopes and equipment.
- Transported and helped patients prior to and following procedures.
- Maintained accurate logs documenting maintenance performed on scopes and other equipment used in the Endoscopy Suite.
- Ensured that all instruments used during endoscopic procedures were functioning properly before use.
- Calibrated video monitors prior to each procedure.
- Reviewed procedure requirements to select and set up appropriate equipment and supplies.
- Ordered supplies efficiently to maintain stock within desired levels and meet expected patient loads.
- Demonstrated knowledge of sterile technique principles when preparing patients for procedures.
- Conducted regular inventory checks of supplies needed for endoscopic suite operations.
- Reported any malfunctions or problems with equipment to appropriate personnel for repair or replacement.
- Positioned patients using understanding of anatomy and procedures.
PCA
Franciscan Health Indianapolis
Indianapolis, Indiana
08.2022 - Current
- Monitored patient vital signs and reported changes to nursing staff to ensure timely interventions and optimal patient care.
- Assisted patients with daily living activities and personal care, enhancing their comfort and independence.
- Supported mobility by assisting patients with walking or using mobility aids.
- Communicated effectively with patients to understand their needs and concerns.
- Documented patient care activities in electronic health records accurately.
- Collaborated with healthcare team to ensure comprehensive patient care delivery.
- Maintained accurate records of client care services provided on a daily basis.
- Ensured safety of patients by using appropriate lifting techniques while assisting them with mobility activities.
- Provided emotional support and companionship to elderly clients experiencing loneliness or depression.
- Responded promptly to emergency situations according to established protocols.
- Prepared meals according to dietary guidelines set forth by the physician or dietitian.
- Maintained cleanliness and organization of patient rooms and common areas.
- Performed light housekeeping duties such as changing bed linens, doing laundry, washing dishes and vacuuming carpets.
- Communicated regularly with supervisors regarding any changes in client status or behavior that require attention.
- Transported clients from one location to another in an efficient manner.
- Answered questions from family members regarding patient's condition or care plan.
- Provided emotional support to patients and families during difficult times, fostering a compassionate care environment.
Benefits Analyst
Anthem Inc.
Indianapolis, Indiana
10.2009 - 07.2022
- Identifies best approach to code/develop benefits to achieve optimum adjudication levels.
- Designs and builds new standard and non-standard benefit plans.
- Reviews and analyzes benefit summaries.
- Mitigated financial, regulatory, and operational risks through proactive maintenance and oversight.
- Developed and managed issue log in project management software to effectively track and resolve project-related issues.
- Resolved system defects by analyzing functionality and applying technical knowledge to identify solutions.
- Researches and responds to inquiries from various departments.
- Updates and maintains documentation regarding Specialty products with an emphasis toward source of truth documentation, summaries of benefits, and annual/project business readiness deliverables.
- Works with program managers, product managers, project managers, and programming staff to ensure requirements will be incorporated into system design and testing.
- Acts as a resource to all levels of the organization to address questions/issues and takes on special projects on behalf of the Specialty product team.
- Provides direction and guidance to team members and serves as an expert for the team.
- Coordinated with external vendors to ensure timely delivery of project milestones and objectives.
Customer Care Hotline Representative
Anthem Inc.
Indianapolis, LMIndiana
07.2005 - 10.2009
- Provided operational support and expertise, serving as the single point of service support for key client contacts (HR, Benefit Administrators, client key decision makers, etc.) and Account Management.
- Served client accounts with timely and effective responses to service-related concerns and issues.
- Handled escalations, providing comprehensive support for key client service issues and needs.
- Responds to customer issues and investigates and resolves errors.
- Answers client inquiries regarding health plan or service issues.
- Talks with clients by phone or in person to ensure the best service possible.
- Coordinated complaint resolution regarding billing and service issues with relevant departments to enhance client satisfaction.
- Coordinated client service needs with other departments to enhance client service and satisfaction.
- Keeps operational teams appraised of client changes, culture, benefit intent, etc.
- Updated account on service trends and issues regularly.
Customer Service Representative
Anthem Inc.
Indianapolis, Indiana
02.2001 - 07.2005
- Answered incoming calls and assisted customers with questions.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Answered calls or emails from customers and assisted with special requests or resolving complaints.
- Returned customer calls and responded to inquiries and complaints.
- Addressed customer concerns and complaints and resolved issues promptly.
- De-escalated customer complaints using specialized communication techniques.
- Resolved escalated calls effectively, ensuring positive outcomes for members and enhancing customer satisfaction.
- Assisted members with identifying and accessing care by locating in-network professionals.
- Provided exceptional service and support as company ambassador, fostering positive customer relationships.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
- Communicated insights to management on member inquiries, concerns, and complaints, contributing to product and policy enhancements.
- Documented and classified member issues to implement proper service and solutions.
- Documented detailed notes in CRM system to track customer interactions.
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Used knowledge base systems and work processes to help customers.
- Met team and client performance metrics, goals and deadlines.
- Informed customers and professionals on eligibility, benefits, claims payment and authorizations.
- Placed outbound calls to existing members to provide additional consultation on products and services.
Claims Processor
Anthem Inc.
Indianapolis, Indiana
09.2000 - 02.2001
- Examined and processed medical claims according to contract requirements.
- Processed claims according to established quality and production standards to handle demand with high accuracy.
- Ensured compliance with internal standards and examining guidelines, minimizing claims processing errors.
- Verified correct coding of procedures and entered claims into NASCO system.
- Verified claims acceptance using patient benefit plans, acquiring authorization where required.
- Reprocessed and adjusted claims, effectively correcting processing errors to maintain accuracy.
- Investigated claims issues to resolve edits and deferrals, facilitating smoother claim approvals.
- Verified data closely to prevent errors and keep insurance liability in check.
- Entered details of medical bills, communications and other records to help the examiners with reviewing detailed histories.
Education
High School Diploma - General
Beech Grove High School
Beech Grove, INSkills
- Certified in CPR
- Attention to detail
- Supply inventory management
- Customer relations
- Team collaboration
- Training
- Problem solving
- Time management
- Multitasking
- Prioritization
- Dependable
- Effective communication
- Communication skills
- Strong work ethic
Timeline
Endoscopy Technician II
Franciscan Health Indianapolis
04.2024 - Current
PCA
Franciscan Health Indianapolis
08.2022 - Current
Benefits Analyst
Anthem Inc.
10.2009 - 07.2022
Customer Care Hotline Representative
Anthem Inc.
07.2005 - 10.2009
Customer Service Representative
Anthem Inc.
02.2001 - 07.2005
Claims Processor
Anthem Inc.
09.2000 - 02.2001
High School Diploma - General
Beech Grove High School