Summary
Overview
Work History
Education
Skills
Accomplishments
References
Leadership Experience
Certification
Timeline
Generic

MarQwesta Wallace

Oviedo

Summary

Dynamic Financial Counselor with extensive experience at Orlando Health, excelling in insurance authorization and financial counseling. Proven ability to enhance team collaboration and streamline processes, leveraging ICD-10 coding expertise. Recognized for consistently achieving productivity goals while delivering exceptional customer service and training new staff to uphold high standards.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Financial Counselor III

Orlando Health
Orlando
09.2016 - Current
  • Secure insurance authorizations for patients scheduled for outpatient diagnostic appointments.
  • Interpret patient clinical documents to facilitate approval acquisition.
  • Uphold workload by consistently reaching daily productivity objectives.
  • Validate insurance coverage across all commercial, Medicaid, Medicare, and supplemental plans.
  • Secure authorizations for all commercial, Medicaid, Medicare, and supplemental plans.
  • Proficient in utilizing complete ICD-10 and CPT code frameworks.
  • Assist with training new team members.
  • Exhibited expertise in Affinity, All Scripts, Sunrise, GE Centricity, and Passport applications.
    Navigated various medical insurance websites for optimal claims management.
    Leveraged Microsoft software, particularly Teams, to facilitate team collaboration.
    Oversaw administrative functions to streamline office operations effectively.
  • Capability to type at a rate of 100 words per minute.
  • Assessed patient financial needs to provide tailored counseling services.
  • Facilitated discussions regarding insurance options and payment plans for patients.
  • Developed resources to streamline financial counseling processes for improved efficiency.
  • Maintained accurate records of patient interactions and financial assessments.
  • Trained new staff on financial counseling procedures and best practices.
  • Participated in team meetings to enhance patient care strategies and service delivery.
  • Liaised between physician, patient and insurance carrier to verify that each party had necessary information.
  • Managed multiple cases simultaneously while ensuring all deadlines were met according to established policies.
  • Assisted patients without healthcare coverage to find resources, services and assistance needed.

Medical Coding and Billing Specialist

Florida Hospital
Maitland
04.2015 - 04.2016
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked with cross-functional teams to achieve goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.

Customer Service Rep

Adcomm
Altamonte Springs
11.2013 - 01.2016
  • Responded to an average of 10 outgoing calls per hour
  • Assisted customers with inquiries and resolved issues promptly.
  • Closed sales for store sales representatives.
  • Conducted thorough background and credit checks to qualify customers for DirecTV services.
  • Delivered exceptional customer service skills to both customers and sales representatives.
  • Managed customer accounts using CRM software for efficient service.
  • Collaborated with team members to improve service delivery processes.
  • Maintained accurate records of customer interactions and feedback.
  • Handled escalated complaints and facilitated resolutions effectively.
  • Provided product information and guided customers in decision-making.
  • Monitored service metrics to identify areas for improvement regularly.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Education

High School Diploma -

Wekiva High School
Apopka, FL
06-2010

Some College (No Degree) - Medical Office And Administration

Valencia College
Orlando, FL

Skills

  • Consistent performance
  • Insurance authorization
  • ICD-10 coding
  • Claims management
  • Financial counseling
  • Team collaboration
  • Medical billing
  • Customer relationship management
  • Case management
  • Problem solving
  • Record keeping
  • Effective communication
  • Listening comprehension
  • Exquisite email and phone etiquette
  • Training and development
  • Time management
  • Data analysis
  • Process improvement

Accomplishments

  • Employee of the quarter (2019) at Orlando Health.
  • Employee of the month (2015) at Adcomm call center.
  • Graduated in the top 20% of high school class.
  • Senior and Junior Class President.

References

  • Alfreda Siplin, Associate, 321-299-2490
  • Nikaya Solomon, Family Friend, 407-402-5271
  • Linda Hopkins, Former Colleague, 407-782-2921

Leadership Experience

  • Senior and Junior Class President.
  • Experience in training and assisting other employees.
  • Very outgoing and personable.

Certification

  • Certified Revenue Cycle Representative, CRCR

Timeline

Financial Counselor III

Orlando Health
09.2016 - Current

Medical Coding and Billing Specialist

Florida Hospital
04.2015 - 04.2016

Customer Service Rep

Adcomm
11.2013 - 01.2016

High School Diploma -

Wekiva High School

Some College (No Degree) - Medical Office And Administration

Valencia College

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