LISA J. MURRY
Columbia,South Carolina
Summary
Dynamic HIPPA compliant Medical Support Assistant with a proven track record in efficiently managing schedules, agendas, and calendars. Proficient in extracting medical information from electronic records, utilizing office technology and computer systems, including VistA, CPRS, GUI, Secured Administrative Messaging, and various Microsoft applications. Recognized for exceptional problem-solving abilities and effective communication skills, complemented by a positive demeanor that fosters strong relationships with clients and colleagues. Committed to delivering high-quality support and enhancing operational efficiency to advance the organizational goals of the agency.
Overview
24
24
years of professional experience
Work History
Medical Support Assistant
Dorn VA Medical Center
04.2023 - Current
- Responsible for the tracking and management of consults and Return to Clinic orders for clinics assigned
- Coordinate patient transportation with the Veterans Transportation Service and Bene-Travel Staff.
- Responsible for same day actions of consult management
- Ensure appropriate patient actions are taken within VS GUI (scheduling, check-in, checkout, and no-shows)
- Schedule appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults.
- Provide feedback to providers when additional information for scheduling is required.
- Ensure that consults greater than 90 days have proper documentation for additional scheduling attempts or dispositioning as directed by the provider.
Scheduling Customer Service Coordinator
Tri Co Link
03.2021 - 08.2022
- Received and directed consumers, in person and by telephone, answered routine inquiries, and made the appropriate referral when necessary.
- Verified and updated consumer demographics to include capturing of payment information.
- Worked independently and was considered the chief source of consumer information as well as played an important role in accomplishing all administrative work within the office.
- Developed and refined office scheduling processes
- Provided information of office policies and procedures.
Customer Service Specialist II (Medical Coding)
Insight Global
09.2020 - 02.2021
- Explained types of documents necessary to facilitate timely processing of claims and appeals.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
- Verified signatures and checked medical charts for accuracy and completion.
- Provided information of medical center policies and procedures.
- Scanned, received, and sent faxes to appropriate departments, including insurance claims, co-pay assistance information and patient documentation.
Customer Service Specialist II
Seibels Insurance Company
04.2017 - 10.2019
- Performed claim or appeal related work including, providing comprehensive claim or appeal status updates using mandatory scripting requirements.
- Received, recorded, and addressed incoming and outgoing communication via interviews in person or conducted by phone.
- Explained the types of documents necessary to ensure timely processing of claims and appeals and assisted with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted.
- Explained claim decisions and provided explanations for the decisions using extensive knowledge of company-based services, claim and appeal processing procedures.
- Made determinations as to the eligibility for the type of benefit sought.
Customer Service Representative/Supervisor
Verizon Wireless
09.2001 - 04.2017
- Managed up to 150 incoming calls in busy, fast-paced global call center by approaching conversations with positive attitude and focus on customer satisfaction.
- Facilitated inter-departmental communication to effectively provide customer support.
- Responded to customer concerns via telephone, email, video, or chat.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Worked collaboratively in an interdisciplinary coordinated team with specialty teams, contractors and colleagues.
Skills
- Exceptional customer support
- Scheduling efficiency in healthcare
- Clear and concise documentation
- Office administration
- Appointment scheduling
- Strong time management abilities
- Professional telephone communication
- Healthcare vocabulary
- Effective complaint resolution
- Performance metrics
- Process optimization
- Detail-oriented
Timeline
Medical Support Assistant
Dorn VA Medical Center
04.2023 - Current
Scheduling Customer Service Coordinator
Tri Co Link
03.2021 - 08.2022
Customer Service Specialist II (Medical Coding)
Insight Global
09.2020 - 02.2021
Customer Service Specialist II
Seibels Insurance Company
04.2017 - 10.2019
Customer Service Representative/Supervisor
Verizon Wireless
09.2001 - 04.2017