Pasengyeng Lee
Selma,CA
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Remote- Healthcare Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
Fresno, California
10.2024 - Current
- High volume Inbound/outbound calls- Engaged in conversation with customers to understand needs, resolve issues and answer questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Kept records of customer interactions or transactions through Salesforce Cases.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Adhered to HIPAA regulations when handling confidential customer information.
- Communicate with insurance companies to resolve billing discrepancies and enrollment concerns.
- Applied HIPAA privacy and security regulations while handling customer’s information.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Provide top quality control and eliminate downtime to maximize revenue.
- Shop and compare health insurance prices for customer services, consistently searching for deals and best prices for customer’s needs.
- Updated reference materials with local counties, Medicare and third-party payer guidelines, policies and eligibility requirements.
- Management of account access - Help customers gain/retrieve account access to report changes in application, report important proof of documents and ensuring accuracy of information reported by customer or third party to be true and accurate by the state of law.
- Issuing reinstatements, 834 resends, disputes, complaints, termination/duplicate enrollments to the next level higher department to resolve customer’s concerns.
In Home Caregiver
24 Hour Home Care
Fresno, California
03.2024 - Current
- Provide patient and family with emotional support and instruction.
- Developed relationships with family members and caregivers of client.
- Accompanied client to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
- Assisted client with bathing, dressing and incontinence care.
- Improved patient outlook and daily living through compassionate care.
- Observed physical and mental condition of client and reported any changes to family.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Monitored client's well-being, safety and comfort under physician/family direction.
- Monitored client behaviors and emotional state and reporting to family.
- Planned optimal meals based on established nutritional plans.
- Tracked and reported client’s progress based on observations and conversations.
- Respected client privacy rights at all times when providing services.
- Adhered to safety standards while providing care in the home setting.
- Responded promptly to emergency situations in a calm manner.
- Maintained clean and well-organized environment for client happiness and safety.
- Performed light housekeeping tasks such as laundry, dusting and vacuuming.
- Assisted with client personal care needs to foster independence and well-being.
- Maintained a clean work environment throughout shift.
- Participated in continuing education programs related to caregiving duties.
Treatment Coordinator
Clovis Country Dental
Clovis, CA
02.2024 - 05.2024
- Handling calls from and to patients, sales representatives, insurance representatives/providers and referral offices which are predominantly routine, but may require deviation from standard screens, scripts and procedures to meet both party standards of services
- Develop, analyze, and evaluate information involving office schedules, treatment plans and financial accounts inquiry per patient
- Identify problems and probable causes in a timely fashion
- Analyzing treatment/financial responses and initiating contact with providers and patients to determine appropriate treatment/financial resolution and providing technical and procedural information to both parties by correspondence and telephone
- Reviewing/auditing Explanation Of Benefits claims for accurate payment of office visits/treatments and contacting provider/patient for accurate billing/reimbursements per office visits by providing additional supporting documents, patient account statements and attached EOBS to resolve issues and account cases
- Report findings to management and recommend solutions
- This involved identifying account issues, handling of patient care, office communications, time management in the office environment and accurately exchanging dental knowledge from assistants to patients and how to find resolution for these issues
- Often creating job aids to share amongst my peers to help with frequent errors
- Analyzing the importance of each provider contract information updates per Dental CDC codes and research to accurately resolve account discrepancies
- Educating the importance of patient rights and care of HIPPA/OSHA guidelines
- Manage Financial Agreements upon Office and Patient's accounts as to processing agreement arrangements on time to avoid collection
- Certified in General Chairside Assisting, Radiation Health and Safety, Infection Control, Coronal Polishing/Sealant and CPR certified
- Assisted chairside in exams, fillings, crowns/buildups, root canals/therapeutic pulpotomy, dental implants, dentures, invisalign, retainers and teeth whitening treatments
- Maintained each treatment room to be organized, sanitized and ready for treatment/visits
- Sterilization of dental instruments and handling them with care
- Input patient treatment plans into Dentrix account, accurately understand the patient's treatment plan alongside with insurance benefits to properly quote treatment per visits and schedule them in a timely manner for dental service needs
- Knowledgeable use of Dexis, Eagle Soft, Intraoral cameras/scanners, Itero Machine and Cerec Machine
- Handled orders for office inventory and patient lab cases
Front Desk Receptionist
Alluvial Dental Center
Fresno, CA
10.2023 - 02.2024
- Eligibility check of PPO insurances, ensuring all patient's accounts are accurate to date prior to their dental routine care and treatment
- Develop, analyze, and evaluate information involving office schedules, treatment plans and financial accounts inquiry per patient
- Identify problems and probable causes in a timely fashion
- Analyzing treatment/financial responses and initiating contact with providers and patients to determine appropriate treatment/financial resolution and providing technical and procedural information to both parties by correspondence and telephone
- Report findings to management and recommend solutions
- This involved identifying account issues, handling of patient care, office communications, time management in the office environment and helping patients understand their insurance to avoid confusion with coverage
- Often creating job aids to share amongst my peers to help with frequent errors
- Analyzing the importance of each provider contract information updates per Dental CDC codes and research to accurately resolve account discrepancies
- Certified in General Chairside Assisting, Radiation Health and Safety, Infection Control, Coronal Polishing/Sealant and CPR certified
- Assisted chairside in exams, fillings, crowns/buildups, root canals/therapeutic pulpotomy
- Sterilization of dental instruments and handling them with care
- Input patient treatment plans into Dentrix account, accurately understand the patient's treatment plan alongside insurance benefits to properly quote treatment per visits and schedule them in a timely manner for dental service needs
- Knowledgeable use of Dentrix, Dexis, Intraoral cameras/scanners, Mango and Dental Dentel
Front Office Supervisor/Dental Assistant
Northside Dental Practice
Fresno, CA
09.2019 - 06.2022
- Handling calls from and to patients, sales representatives, insurance representatives/providers and referral offices which are predominantly routine, but may require deviation from standard screens, scripts and procedures to meet both party standards of services
- Develop, analyze, and evaluate information involving office schedules, treatment plans and financial accounts inquiry per patient
- Identify problems and probable causes in a timely fashion
- Analyzing treatment/financial responses and initiating contact with providers and patients to determine appropriate treatment/financial resolution and providing technical and procedural information to both parties by correspondence and telephone
- Reviewing/auditing Explanation of Benefits claims for accurate payment of office visits/treatments and contacting provider/patient for accurate billing/reimbursements per office visits by providing additional supporting documents, patient account statements and attached EOBS to resolve issues and account cases
- Report findings to management and recommend solutions
- This involved identifying account issues, handling of patient care, office communications, time management in the office environment and accurately exchanging dental knowledge from assistants to patients and how to find resolution for these issues
- Often creating job aids to share amongst my peers to help with frequent errors
- Analyzing the importance of each provider contract information updates per Dental CDC codes and research to accurately resolve account discrepancies
- Scheduling routine HIPPA/OSHA meetings to educate the importance of patient rights and care along with the importance of knowledge of medical/dental employment rights for better understanding of all parties and maintaining a safe and comfortable office environment to work in
- Certified in General Chairside Assisting, Radiation Health and Safety, Infection Control, Coronal Polishing/Sealant and CPR certified
- Assisted chairside in exams, fillings, crowns/buildups, root canals/therapeutic pulpotomy, dental implants, dentures, Invisalign, retainers and teeth whitening treatments
- Maintained each treatment room to be organized, sanitized and ready for treatment/visits
- Sterilization of dental instruments and handling them with care
- Input patient treatment plans into Dentrix account, accurately understand the patient's treatment plan alongside insurance benefits to properly quote treatment per visits and schedule them in a timely manner for dental service needs
- Knowledgeable use of Dentrix, Dexis, Easy Soft, Intraoral cameras/scanners, Itero Machine and Cerec Machine
- Handled orders for office inventory and patient lab cases
Education
CERTIFICATION OF DENTAL ASSISTING -
UEI COLLEGE FRESNO
Fresno01.2018
HIGH SCHOOL DIPLOMA -
CENTRAL EAST HIGH SCHOOL
01.2014
Skills
- Independent worker
- Highly organized
- Stress tolerance
- Problem solving
- Excellent verbal/written communication
- Appointment scheduling
- Call center experience
- Data entry proficiency
- Insurance claims/verification processing
- Follow-up skills
- Strong interpersonal skills
- Policy adherence
- Medical/Dental terminology
Certification
- Certified in General Chairside Assisting
- Radiation Health and Safety
- Infection Control
- Coronal Polishing/Sealant
- CPR certified
Timeline
Remote- Healthcare Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
10.2024 - Current
In Home Caregiver
24 Hour Home Care
03.2024 - Current
Treatment Coordinator
Clovis Country Dental
02.2024 - 05.2024
Front Desk Receptionist
Alluvial Dental Center
10.2023 - 02.2024
Front Office Supervisor/Dental Assistant
Northside Dental Practice
09.2019 - 06.2022
CERTIFICATION OF DENTAL ASSISTING -
UEI COLLEGE FRESNO
HIGH SCHOOL DIPLOMA -
CENTRAL EAST HIGH SCHOOL