Marcie DeFeo

• Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
• Used Epic to schedule appointments. Streamlined appointment scheduling for increased patient convenience and reduced wait times.
• Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
• Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
• Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
• Trained new staff on processes, phone etiquette and other office duties.

• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
• Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
• Greeted and assisted patients with check-in procedures.
• Provided excellent customer service to patients and medical staff.
• Delivered support to medical staff in completion of patient records.
• Facilitated effective communication between patients and healthcare providers to enhance service delivery.
• Managed patient registration processes, ensuring accuracy and compliance with hospital protocols.

• Provided comprehensive administrative support to department staff.
• Reviewed cases to determine need for escalation.
• Maintained high-level knowledge of federal and all state regulations on patient privacy.
• Coordinated schedules with patients and facility calendar.
• Performed patient census operations, collecting data to generate comprehensive profile of practice's performance.
• Communicated with patients in both English and Spanish, providing translation services where needed.
• Maintained knowledge of standardized medical billing codes.
• Built strong relationships with patients and families for optimized care satisfaction.
• Delegated tasks to administrative support staff to organize and improve office efficiency.
• Supervised and managed daily activities of clinical team consisting of physicians, nurses, and support staff
• Reviewed cases to determine need for escalation

• Communicated with insurance providers to resolve denied claims and resubmitted.
• Filed and updated patient information and medical records.
• Reviewed patient diagnosis codes to verify accuracy and completeness.
• Reviewed patient records, identified medical codes, and created invoices for billing purposes.
• Used data entry skills to accurately document and input statements.
• Responded to customer concerns and questions on daily basis.
• Collaborated with customers to resolve disputes.
• Created improved filing system to maintain secure client data.
• Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.

• Processed and certified documents for accuracy and compliance with government regulations.
• Trained staff on current eligibility requirements and policies.
• Communicated with people from various cultures and backgrounds on application process.
• Processing authorizations for civilian and Military Treatment Facilities
• Team Lead responsibilities, assisting immediate supervisor with answering team questions and directing to resources

needed for tasks

Providing active duty and retiree service members with questions regarding benefits and pending authorization questions

• Greeted customers and responded to questions with friendly, knowledgeable assistance.
• Counted and labeled prescriptions with correct item and quantity.
• Trained new pharmacy staff on computer system and drug management protocols.
• Processed payments for prescriptions and accurately completed cash and credit card transactions.
• Handled inventory stock by counting inventory items, checking delivery quantities, reviewing medication expirations and ordering additional products.
• Kept pharmacy counter and related areas clean, neat and organized.
• Received incoming supplies and stocked in correct locations.
• Answered telephones and provided information about order status, store hours and pharmacy procedures.
• Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.