Rhonda McQuiller
Sierra Vista,AZ
Summary
Medical Records Coordinator with successful record of increasing department efficiency, reducing errors and eliminating bottlenecks. Diligent commitment to improving and streamlining processes for maximum productivity. In-depth knowledge of HIPAA constraints and chat management protocols.
Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Overview
13
13
years of professional experience
Work History
Medical Records Specialist
ScanSTAT Technologies
06.2022 - Current
- Maintained patient records in compliance with security regulations.
- Processed medical records requests from outside providers according to facility, state and federal law.
- Kept accurate log of requests for medical information and records.
- Maintained patient confidence by keeping patient records information confidential.
Supervisor of Operations
Teleperformance USA
11.2015 - 06.2022
- Established and oversaw performance targets for call center associates.
- Conducted performance reviews for 20 agents to reduce resolution times and improve customer satisfaction ratings.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
Customer Service Represenative
Ban of America
02.2015 - 11.2015
- Client Services, Assisted clients with cash transactions, Assisted with vault balance and documentation.
Billing Specialist
Dr. DeanEttinger
02.2010 - 02.2015
- Provided accurate and appropriate information in response to customer inquiries
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms and allergies.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
Education
Master of Science - Medical Assistant
Apolle Collage
Tucson, AZ12.2003
Skills
- High customer service standards
- Strong problem solving ability
- Telecommunications knowledge
- Reviewing Patient Information
- Professional Relationships
- Quality Reviews
- Positive Interactions
- Records Management
- Verbal and Written Communication
- Medical Records and Documentation
- Customer Service
- HIPAA Expertise
Accomplishments
- I was a call center advocate for 6 months, Applied for Quality Analyst and received an offer for the position, I have been happy doing my job for 5 months
- Perfect attendance for 7 months, Employee of the month for the month of April.
Timeline
Medical Records Specialist
ScanSTAT Technologies
06.2022 - Current
Supervisor of Operations
Teleperformance USA
11.2015 - 06.2022
Customer Service Represenative
Ban of America
02.2015 - 11.2015
Billing Specialist
Dr. DeanEttinger
02.2010 - 02.2015
Master of Science - Medical Assistant
Apolle Collage
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