Nancy Creekmore

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

• Certified Billing and Coding Specialist (CBCS) (In Progress)
• Certified Medical Administrative Assistant (CMAA) (In Progress)

• Medical Office Assistant, Englewood Clinic of Cook County, Chicago, IL, 05/2007, 03/2020, Comfortable working within all areas of Medical Office structure, from daily office management tasks to empathetic patient care and management as well as behind the scenes. Experience managing health care information by ensuring its quality, accuracy, accessibility, and security. Processing confidential patient information with understanding of laws and ethics surrounding patient information. Verified insurance coverage. Scheduled and confirmed appointments for office visits and assisted patients with re-scheduling. Appointment registration. Excellent verbal and written communication skills and customer service experience. Analytical and problem-solving skills with attention to details and accuracy. Strong planning and organizational skills to multitask and prioritize responsibilities. HIPAA and Electronic Health Records Implements. Knowledge of email platforms. Always maintain confidentiality of account information.
• Medical Office Assistant, John H. Stroger, Jr. Hospital of Cook County, Chicago, IL, 01/1990, 01/2007, Greeted patients and ensured that all medical records were filled out or updated. Answered multiline phone system, with minimal with minimal wait time to provide the best patient experience. Kept patient flow moving by directing to appropriate follow up locations, such as the lab for blood work. Verified insurance coverage. Set up meetings and organized supporting materials. Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment. Knowledge of email platforms.
• Student - Medical Office Administration Program, United Training Academy, Dallas, TX, 02/2022, 04/2022, Training Includes: Safeguard confidentiality and privacy of protected health information (PHI) relating to patient demographics and medical information as required by HIPAA, assure compliance with all other regulations, laws, and medical ethics. Insurance eligibility verification, prior authorization, and hands-on insurance claim experience. Accurately manage and document in medical record, post bookkeeping for patient account ledger billing and collection, and banking practices in the medical office. Utilize knowledge of medical terminology, anatomy, and physiology including disease processes, and diagnostic and therapeutic procedures. Adhere to coding guidelines to ensure accurate coding from source documents, hands-on ICD-10-CM, CPT (Evaluation and Management, Anesthesia, Surgery, Radiology, Pathology and Laboratory, and Medicine sections), and HCPCS coding.
• Customer Service Representative, CCS Medical, FL, 12/22, 05/23, Maintained customer satisfaction with forward thinking strategies focusing on addressing customer needs and resolving concerns. Understanding of medical documentation, insurance requirements and company policies and procedures. Resolve patient issues and ensure accurate reorder processing via phone. Ensured patient had all required documentation to permit billing of services as assigned. Maximized patient base through retention efforts and cross selling via phone. Handled inbound and outbound calls from patients. Maintained a high degree of confidentiality due to access to sensitive information. Ordered Diabetic Medical Supplies, CGM’s. Processed payments for medical supplies. Ability to work from home in a quiet space to conduct phone calls. Track and Trace customer orders to ensure delivery of products. Provided exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints. Dedicated, private home workspace free of distractions and interruptions
• Customer Service Representative, Maximus, Dallas, TX, 05/2022, 07/2022, Maintained customer satisfaction with forward thinking strategies focusing on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform. Answered customer telephone calls promptly to avoid on hold wait times. Scheduled and confirmed appointments for office visits. Offered advice and assistance to customers, paying attention to special needs or wants. Processes routine over the phone payments for customers. Track and Trace customer orders to ensure delivery of products. Ability to work from home in a quiet space to conduct phone calls. Provided exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints. Maintain confidentiality of account information at all times. Dedicated, private home workspace free of distractions and interruptions
• Customer Service Representative 3, Maximus, Dallas, TX, 05/2021, 07/2021, Maintained customer satisfaction with forward thinking strategies focusing on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Answered customer telephone calls promptly to avoid on hold wait times. Ability to work from home in a quiet space to conduct phone calls. Track and Trace customer orders to ensure delivery of products. Provided exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints. Answered customer telephone calls promptly to avoid on hold wait times. Processes routine over the phone payments for customers. Maintained a high degree of confidentiality due to access to sensitive information. Dedicated, private home workspace free of distractions and interruptions