Morgan Gough
Baltimore,MD
Summary
Responsible Assistant with strong knowledge of office administration and common human resources operations. In-depth understanding of customer service, data entry and file management. Highly skilled in reviewing policies dedicated to providing superior support in collecting and verifying demographic information and preparing and maintaining records. Well-versed in scheduling and database management functions.
Overview
8
8
years of professional experience
6
6
Years of health care experience
Work History
Patient Advocate
CareFirst BlueCross BlueShield
Baltimore, MD
04.2023 - Current
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Researched and applied relevant healthcare laws and regulations to support compliance.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Conducted full claim investigations and reported updates and legal actions.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Evaluated and settled complex insurance claims in strict timeframes.
- Followed up with customers on unresolved issues.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Posted customer payments by recording cash, checks, and credit card transactions.
- Improved overall financial reporting by 50%
- Full time 40 hour a week
Member Services Associate
MarketWise Solutions
Baltimore, MD
06.2021 - 04.2023
- Responded to customer calls and emails to answer questions about products and services.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Reduced average call time by 90% with optimal call control and proper use of internal knowledge bases.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Maintained and managed customer files and databases.
- Full time 40 hours a week
Patient Services Coordinator
Johns Hopkins University
Baltimore, MD
10.2020 - 06.2021
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Used EPIC to process and post personal checks, credit card, incoming cash receivables and care credit transactions.
- Answered over 40 telephone calls per day to handle rescheduled, missed and reassigned visit requests
- Full time 40 hours a week
Patient Access Specialist II
Johns Hopkins University
Baltimore, MD
08.2018 - 10.2020
- Contacted insurance companies for patient medical billing operations.
- Collected and validated patient demographics and insurance information.
- Optimized office functions and managed client correspondence and communications.
- Operated high volume multiple-call telephone switchboard console.
- Verified data integrity and accuracy.
- Applied HIPAA Privacy and Security Regulations while handling patient information
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations
- Answered over 80 patient calls per day
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Organized patient records and database to facilitate information storage and retrieval.
- Full time 40 hours a week
Pharmaceutical Representative
Giant Food
Baltimore, MD
03.2016 - 08.2018
- Contacted customers as soon as issues arose to immediately find resolution before problems escalated.
- Developed and maintained long-term relationships with policyholder and small business entities.
- Provided specialized services to help patients manage conditions such as diabetes, asthma, smoking cessation and high blood pressure.
- Checked prescriptions for appropriate dosage, drug interactions, allergies and contraindications before dispensing medications.
- Processed insurance information
- Contacted physicians to get prescriptions and other information for patients
- Managed over 50 customer calls per day
- Part time 30 hours a week
Education
Associate of Science - Psychology
The Community College of Baltimore County
Catonsville, MD04.2019
High School Diploma -
Milford Mill Academy
Baltimore, MD05.2015
Skills
- Filing and data archiving
- Records management
- Communication skills
- Insurance Knowledge
- Microsoft Dynamics
- Documentation
- Data Entry
- Office Administration
- HIPAA Compliance
- Detail Oriented
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If one is lucky, a solitary fantasy can totally transform one million realities.
Maya Angelou
Timeline
Patient Advocate
CareFirst BlueCross BlueShield
04.2023 - Current
Member Services Associate
MarketWise Solutions
06.2021 - 04.2023
Patient Services Coordinator
Johns Hopkins University
10.2020 - 06.2021
Patient Access Specialist II
Johns Hopkins University
08.2018 - 10.2020
Pharmaceutical Representative
Giant Food
03.2016 - 08.2018
Associate of Science - Psychology
The Community College of Baltimore County
High School Diploma -
Milford Mill Academy
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