Raven Black
Dallas
Summary
Trained in Microsoft with exceptional administrative skills, dedicated healthcare professional consistently meeting company goals through organized practices. Thrives under pressure and excels at adapting to new situations and challenges, always striving to enhance organizational brand. Known for problem-solving abilities, eager to contribute to team success and achieve positive results. Strong analytical, communication, and teamwork skills, quickly adapts to new environments. Positive attitude and commitment to continuous learning and growth make an asset to any organization.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
EviCore Healthcare Formerly Care Core National
07.2022 - Current
- Working with sites, patients, and physician offices to investigate and resolve any pre-certification issues
- Giving professional, courteous, and accurate information to all callers.
- Maintaining a working knowledge of all processes and procedural changes,training materials, and use these changes and processes according
- answer telephone calls in the physician line queue, meeting departmental standards for speed of answer and call volume, in a professional and respectful manner.
- Educating callers about the Health Plan requirements for pre-authorizations, reconsiderations, and appeals
- Provided coaching and mentoring to employees.
- Developed and implemented training programs related to public speaking, attention to detail, and coaching. .
Medical Secretary
Gessler Clinic
01.2022 - 07.2022
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel
- Organized paperwork such as charts and reports for office and patient needs
- Enhanced office productivity by handling 50-70 of callers per day
- Entered orders and e-prescribe information and created clinical visit summaries
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Obtained payments from patients and scanned identification and insurance cards
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts
- Contacted hospitals to confirm patient's medical histories and prevent inaccurate diagnoses and treatments
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls
Physician Secretary/Remote
Orlando Health Heart Institute
11.2018 - 07.2020
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Handled up to 50-70 calls per day to address customer inquiries and concerns.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Maintained electronic filing systems and categorized documents.
- Scheduled appointments and conducted follow-up calls to clients.
- Provided onboarding and training for new support staff.
- Entered data into system and updated customer contacts with information to keep records current.
Physician Answering Service
Lakeland Regional Medical Center
01.2015 - 11.2018
- Maintained high level of customer service through friendly and polite demeanor.
- Received incoming calls and paged individuals and departments over PA system.
- Operated telephone operating system and documented calls in POS.
- Human answering service for multiple after hours
- Resolved patient issues through research and problem solving.
- Connected callers with appropriate professional, department or business.
- Monitored automated systems for placing collect calls and intervened for callers needing assistance.
- Supported customers by managing 0ver 60 calls per day efficiently while maintaining professionalism and upbeat tone.
- Managed telephone switchboard of 70 personnel and routed internal and external calls to provide quick connection.
Patient Support Representative
Advocate Medical Group
09.2012 - 07.2014
- Acted as first point of contact and set appointments for prospective clients.
- Addressed client inquiries and updated database information.
- Answered 30-60 phone calls and answered questions from potential customers.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Paged physicians to notify them of messages left, submit request for prescription refills, as well contact triage nurse in case on non-emergency situations
Education
Associate of Arts -
Warner University
12.2018
Skills
- Administrative support
- Detail Oriented
- Problem Solving
- Quality Focused
- Computer proficiency
- Developed and implemented training programs related to public speaking, attention to detail, and coaching
- Able to provide coaching and mentoring to fellow employees
Accomplishments
- Achieved positive feedback through effectively helping my fellow employees maneuver through their calls more efficiently.
Education
Lake Wales, FL
Contact
Tampa, FL 33604
Timeline
Customer Service Representative
EviCore Healthcare Formerly Care Core National
07.2022 - Current
Medical Secretary
Gessler Clinic
01.2022 - 07.2022
Physician Secretary/Remote
Orlando Health Heart Institute
11.2018 - 07.2020
Physician Answering Service
Lakeland Regional Medical Center
01.2015 - 11.2018
Patient Support Representative
Advocate Medical Group
09.2012 - 07.2014
Associate of Arts -
Warner University
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