Mia DeShields
Summary
Polite and professional Customer Service Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
22
22
years of professional experience
Work History
Call Center Representative
Northern Virginia Pelvic Surgery Center
10.2019 - 10.2023
- Answer Inbound Calls, Make Outbound Calls, Verify Insurance, Verify Diagnosis, Reschedule patients as needs, Register patients, Scan medical records in EMS, Verify authorizations for surgery, Assist other department as needed
Administrative Assistant
Community Residence
10.2015 - 01.2019
- Data entry, Run reports, Check for note accuracy, Update spreadsheet with client information, Check the status and update client authorization, Mail out the programs mail, Other administrative duties as assigned
Administrative Assistant II
XO Communications
10.2013 - 10.2015
- Greets all incoming guest, Answer and transfer incoming calls to the appropriate department, Check out visitor badges to guest, Order office supplies, Book conference rooms, Pay on invoices, Manage Certificate of Insurance request, Assist other departments as needed, Update lobby monitor with weekly company updates
Medical Receptionist
Retina Group of Washington (Sparks Temporary Service)
06.2013 - 07.2013
- Check Patients out of office, Collect co-payments, Scanning medical records into EMR database system, Scheduling appointments, Data entry, Answering phones, Assisted in additional clerical duties as assigned
Customer Service Advocate
Active Health Management (Managed Staffing Company placement)
02.2012 - 03.2013
- Received inbound calls from members and made outbound calls to provider offices, Processed incoming surveys and helped complete Health Risk Assessments for members to receive discounts and incentives on their health insurance, Assisted members and providers with getting preauthorization for services, Assisted in training co-workers in inbound, outbound, and HIPAA calls.
Clinical Resolution Analyst
Blue Cross Blue Shield (Adecco Staffing Company placement)
04.2011 - 12.2011
- Generated denial letters, approval letters and responded to information requests upon completion of Medical Underwriting Reviews, Scanned medical records into Pega applicant information database, Assisted in filing of Medical Groups and completed other duties as assigned
Data Entry Clerk
Blue Cross Blue Shield (Adecco Staffing Company placement)
03.2009 - 04.2011
- Pulled medical referrals and patient claims, Researched physician information and updated referral database, Ordered office supplies
Concierge
Computer Sciences Corporation (Adecco Staffing Company placement)
09.2008 - 12.2008
- Greeted clients and provided them with a badge for access through the building, Assisted with light clerical work
Switchboard Operator
Jim McKay Chevrolet
08.2007 - 03.2008
- Managed front desk/reception area and transferring incoming calls, Scanned invoices and performed light cashiering, Informed customers when vehicle tags for arrived and were ready to be picked up
Senior ETS/RPS Specialist
Navy Federal Credit Union
12.2001 - 03.2007
- Posted payments through an Electronic Teller System as well as an ACHW system, Responsible for making sure the branch was in balance at the end of the day, Used financial management and research skills when investigating member's invalid accounts and ensured timely processing of incoming mail, Assisted junior staff when supervisor was unavailable
Education
Diploma -
Thomas A. Edison, H.S.
Completed certificate program in Medical Billing & Coding -
Sanford Brown Institute
06.2008
Skills
- Over 5 years of experience as an allied health professional Positive attitude and commitment to providing excellent customer service Successful completion of coding and billing certificate program including course work in the HIPAA privacy act, medical terminology, research and investigative skills, insurance policies, and procedures Proficiency in MS Office products including Word, Power Point, NetCert,Phreesia, Oracle, Credibles, Wams, Centricity, Zac phone system, and Excel with a typing speed of 60 wpm Trained in the use of Medisoft and other software used for processing insurance claims
Timeline
Call Center Representative
Northern Virginia Pelvic Surgery Center
10.2019 - 10.2023
Administrative Assistant
Community Residence
10.2015 - 01.2019
Administrative Assistant II
XO Communications
10.2013 - 10.2015
Medical Receptionist
Retina Group of Washington (Sparks Temporary Service)
06.2013 - 07.2013
Customer Service Advocate
Active Health Management (Managed Staffing Company placement)
02.2012 - 03.2013
Clinical Resolution Analyst
Blue Cross Blue Shield (Adecco Staffing Company placement)
04.2011 - 12.2011
Data Entry Clerk
Blue Cross Blue Shield (Adecco Staffing Company placement)
03.2009 - 04.2011
Concierge
Computer Sciences Corporation (Adecco Staffing Company placement)
09.2008 - 12.2008
Switchboard Operator
Jim McKay Chevrolet
08.2007 - 03.2008
Senior ETS/RPS Specialist
Navy Federal Credit Union
12.2001 - 03.2007
Diploma -
Thomas A. Edison, H.S.
Completed certificate program in Medical Billing & Coding -
Sanford Brown Institute
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