Sherlena Lucas
Silver Spring,MD
Summary
I am a certified medical assistant who has also been employed in the roles of receptionist, customer service representative and medical scribe. I am a professional who is experienced with coordinating complex scheduling tasks, managing patient care and customer service. I utilize my effective communication and organizational skills to ensure smooth clinic operations. I am a dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. I am committed to maintaining professional relationships to increase profitability and drive positive business results and or patient care.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Medical Scheduler/Customer Service Agent
RSI
02.2022 - Current
- Answer phones and emails, schedules and confirms appointments, and inputs customer data into company systems
- Medical billing
- Reviewing CPT coding. Providing NPI or any TAX ID info for billing.
- Reviewing EOB's, setting up payment plans, sending refunds, checking medical record faxes
- Collecting debts, or assisting with collecting customer or patient payments.
- Requesting ub-04 forms
- Obtain or provide medical records.
- Upload medical records.
- Organize workflow and appointment by reading and routing correspondence, collecting customer information, and managing assignments
- Medical records review/ Abstract what is requested per HIPPA guidelines
- Working with various EMR's
- Calling in prescriptions
- Verifying insurance
- Scribe patient visit if directed to do so
- Medicaid Experience or similar health care services
- Experience using multiple monitors and navigating multiple screens
- High volume call center experience
- Experience working virtual
- Manage department schedule by maintaining calendars for department personnel and arranging meetings, conferences, teleconferences, and travel
- Managing referrals and prior auths
- Heavy call volume experience as well as low
- Complete requests by greeting customers, in person or on the telephone, and answering or referring inquiries
- Maintains customer confidence and protects operations by keeping information confidential
- Keep equipment operational by following manufacturer instructions and established procedures
- Secure information by completing database backups
- Provide historical reference by utilizing filing and retrieval systems
- Contribute to team effort by accomplishing related results as needed
- Setting up future payment arrangements
- Refill prescriptions
- Send and check referrals
- Assist customer or patient with complaints
- I virtually assist customers and other advisors over the phone, email, and on the web with billing/insurance verification, product, or service questions
- I manage both inbound and outbound calls
- I proactively identify solutions for customers and or patients
- I take a hands-on approach to resolving every issue, owning it from start to finish or partnering with pharmacist and pharmacy staff if clinical advisement is necessary
- I provide best-in-class service experience for customers and or patients while working in a fast-paced environment
- I help to answer customer inquiries regarding their insurance and copays, as well as shipping needs
- I provide customers and or patients with technical support
- I serve customers and or patients in a timely manner
- I promote customer and or patient privacy and safety by maintaining adherence to the company's Work From Home policy
- Answer telephone or video calls or work over chat platforms to address customer concerns and questions about different types of product or service options
- Assist customer/patients with setting up a device or troubleshooting technical issues
- Handling order information, billing issues, and quality control problems
- Perform data entry work
Medical Assistant/Customer Service/Transcription
One Medical/temp job
09.2021 - 01.2024
- Taking medical histories using ATHENA emr at this time but I have worked with many others
- Transcribing Patient Charts (Virtually)
- Update/ start new referrals
- Fax referrals to other offices or email securely to patients
- Explaining treatment procedures to patients
- Preparing patients for examinations
- Assisting the physician during examinations
- Collecting and preparing laboratory specimens
- Performing basic laboratory tests
- Instructing patients about medication and special diets
- Virtual medical scribing
- Preparing and administering medications, including by intramuscular, intradermal, and subcutaneous injections-including vaccinations/immunizations, as directed by a physician or other licensed provider (e.g., a nurse practitioner or physician assistant)
- Transmitting prescription refills as directed
- Phlebotomy
- Taking electrocardiograms
- Wound care and changing dressing
- Using computer applications
- Answering telephones
- Welcoming patients
- Updating and filing patient medical records
- Coding and filling out insurance forms
- Scheduling appointments
- Arranging for hospital admissions and laboratory services
- Handling correspondence, billing, and bookkeeping
- Retrieving/filing/sending out medical records
- Hard copy or chart or EMR
- Patient communication /outreach
Medical Scribe
Texas health /LDMTS
01.2022 - 10.2022
- Assigned to work with one physician or multiple per shift
- DAX STUDIO EXPERIENCE
- 5-6 years Epic experience
- Cerner experience
- Accompany the physician upon patient interview and examination
- Document the physician dictated patient history, including history of present illness, review of systems, past medical and surgical history, family and social histories, medications and allergies
- Document physical examination findings and procedures as performed by the physician
- Document the results of laboratory and radiographic studies as dictated by the physician
- Document the correct time of patient care related activities, including physician to physician communication, family communication and re-examination of the patient
- When the physician concludes the patient's encounter, the physician will review all documentation completed by the Scribe, make any necessary amendments, and sign the chart
- I will make 'chart rounds' to review patient status, delays, and any other care-related issues
- Maintain and demonstrate an understanding of the team, company and job
- Complete and present the medical record in collaboration with the supervising physician
- Pursue continuing education through clinical experiences to enhance skills and knowledge in the promotion of quality documentation
- Be responsive to improvement opportunities in a positive manner
Customer Service Representative (Remote)
Maximus
04.2021 - 06.2021
- Serve customers by providing product and service information and resolving product and service problems
- Transcription
- Scribe if needed
- Authorizations
- Insurance verification, rx verification
- Ordering medical supplies
- Attract potential customers by answering product and service questions and suggesting information about other products and services
- Open customer accounts by recording
- Applying my customer service experience from call center setting to duties assigned to me
- Maintain customer records by updating account information
- Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Handling inbound and outbound calls (multiple calls)
- Solving customer complaints and documenting
- Using scripts to speak with patients or customers
- Contribute to team effort by accomplishing related results as needed
Medical Assistant/Receptionist
Centers for Advanced Orthopaedics
10.2019 - 04.2021
- Prepare patients for examination, escort them to the treatment room and be present during examination/treatment to assist the physician in treatment procedures
- Transcription
- Order supplies for doctors, nurses and MA's
- Checked temps regularly and asked COVID screening questions as directed
- Answer incoming telephone calls, greet patients, entertain inquiries, and facilitate correspondence with regards to their treatment in the clinic
- Liaise with the orthopedist in booking patients' appointments in line with their schedule to facilitate smooth flow of operations
- Collect results of patients' tests from the laboratory, sort them out and make them available to the orthopedist before he/she attends to patients
- Record medical histories and vital signs of patients by carrying out proper checkup on them before consultation with the physician
- Sterilize equipment before and after treatment and properly dispose used containers and items to avoid infection
- Supervise drug refills and place supply orders as directed by the orthopedist, and inspect delivered items for durability to avoid the use of substandard or expired products
- Explain medication instruction to patients based on orthopedist's prescription and advise them on special diets to fasten their recovery
- Fill insurance information, inspect insurance authorizations and provide officials with accurate information of patients' health
- Clean the treatment room to avoid infection, and get it ready after use for the treatment of other patients
- Create and fill patients' chart with relevant and current information about their health condition, and update chart with changes and progress in patients' health
- Monitor patients' recovery process, inform the orthopedist of observations, and recommend changes in unresponsive treatment techniques
- Greets and directs all patients within the practice Obtaining patient demographic and verifying insurance information at each visit
- Obtaining necessary patient information to meet current Federal guidelines and Meaningful Use guidelines for electronic medical records
- Scanning pertinent patient information into EMR including patient authorizations, recent labs delivered by patient, etc
- Obtaining patient authorization for medical records release (HIPAA compliance)
- Schedules any necessary appointments after completion of patient visit
- Monitor and review patient schedules for next day office appointments
- Identifying and resolving minor patient billing complaints
- Assists in ordering, receiving and stocking of office supplies
- Maintaining cleanliness of waiting room
- Assists other Medical Receptionists and Medical Secretaries as needed
Medical Assistant/Receptionist
Julie Fox MD
04.2017 - 11.2019
- Welcome patients by greeting them in person or on the telephone
- Verify patient information by interviewing patient, recording medical history, confirming purpose of visit
- Transcription
- Prepare patients for the health care visit by directing and/or accompanying them to the examining room
- Perform preliminary physical tests; take blood pressure, weight and temperature; report patient history summary
- Secure patient information and maintain patient confidence by completing and safeguarding medical records; completing diagnostic coding and procedure coding; keeping patient information confidential
- Counsel patients by transmitting physician's orders and questions about surgery
- Educate patients by providing medication and diet information and instructions; answering questions
- Schedule surgeries by making arrangements with the surgical center, verifying times with patients and preparing charts, pre-admission and consent forms
- Maintain safe, secure and healthy work environment by establishing and following standards and procedures and complying with legal regulations
- Keep supplies ready by inventorying stock, placing orders, verifying receipt
- Keep equipment operating by following operating instructions, troubleshooting breakdowns, maintaining supplies, performing preventive maintenance and calling for repairs
- Update job knowledge by participating in educational opportunities and reading professional publications
- Enhance practice reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments
- Complete records by recording patient examination, treatment and test results
- Generate revenue by recording billing information of services rendered, completing insurance forms and responding to insurance and other third-party inquiries
- Maintain patient confidence and protect operations by keeping patient care information confidential
- Processing payments
Manager
Lids
01.2015 - 07.2018
- DRIVE sales by delivering and modeling exceptional customer service
- Develop store schedules and monitor payroll plans daily to ensure that budget is met
- Train store personnel on standard operating procedures as well as State and Federal laws and regulations
- Communicate consistently with store team members to ensure understanding and compliance with company directives
- Act as the liaison between the District Sales Manager and the store team members
- Take appropriate actions to ensure each store maximizes sales, minimizes asset loss, and conforms to budgetary requirements
- Model, support and adhere to company policies, procedures, and guidelines
- Communicate with employees at all levels of the company
- Ability to work varying days and hours, based on business needs
- Ability to maintain an excellent attendance record
- Other duties as assigned
Medical Assistant/Receptionist
Center for Brain and Spine
09.2016 - 01.2017
- Collecting Co -Pays
- Maintaining inventory of supplies and ordering stock
- Handling lab work and X-rays
- I perform both front- and back-office duties
- Processing health insurance claims
Medical Assistant
Metro Orthopedics & Sports Therapy
09.2016 - 01.2017
- Applying casts, splints to limbs, bandaging wounds and other assistance as requested from the physician
- Perform range of motion tests to report injury severity
- Receive information from patients to establish medical histories, taking vital signs and preparing lab samples for testing
- Preparing a patient for X-rays and explaining the procedure
- Gather and verify patient insurance information
- Request a referral if needed from other physicians before patients are treated
- Complete medical insurance forms, answering the telephone, scheduling appointments for patients, completing patient histories on medical records, filing patient charts and setting up outpatient testing as requested by the physician
- Medical Record/Chart abstraction
- Drawing blood for PRP's
- Calling in or electronically sending prescriptions for patients per the provider
Medical Assistant for Urgent Care
GW Medical Faculty and Associates
12.2014 - 09.2016
- Report to clinical coordinator or practice administrator
- Perform nursing procedures under supervision of physician or physician assistant
- Assist physician and physician assistant in exam rooms
- Give instructions to patients as instructed by physician or physician assistant
- Ensure all related reports, labs and information is filed is available in patients' medical records prior to their appointment
- Keep exam rooms stocked with adequate medical supplies, maintain instruments, prepare sterilization as required
- Take telephone messages and provide feedback and answers to patient/physician/pharmacy calls
- Triage and process messages from patients and front office staff to physicians and physician assistants
- Assisted with vaginal exams and minor surgeries, with stitches, small incisions
- Suture removal
- Phlebotomy
Medical Assistant
Gabriel Berrebi
04.2013 - 11.2014
- Prepared patients for the health care visit by directing and/or accompanying them to the examining room; providing examination gowns and drapes; helping them to position themselves for the examination and/or treatment; arranging examining room instruments, supplies, and equipment
- Verified patient information by interviewing patient; reviewing and/or recording medical history; taking vital signs; confirming purpose of visit
Medical Assistant Externship
Capital Heart Associates
02.2013 - 07.2013
- Greeted patients in person or on the telephone; answering or referring inquiries
- Prepared patients for the health care visit by directing and/or accompanying them to the examining room; providing examination gowns and drapes; helping them to position themselves for the examination and/or treatment; arranging examining room instruments, supplies, and equipment
- Ekg, Also Helped Assist Stress Test
Education
Montgomery College
Silver Spring, MDDiploma - Medical Assistant
Everest Institute
Silver Spring, MD01.2013
High School Diploma -
Springbrook High School
Silver Spring, MD01.2010
Skills
- HIPPA and OSHA certified
- Phlebotomy
- Handling cash
- Taking customer or patient payments
- Familiar with most EMR's (athena, medisoft, IPatient care, e-clinical works, Next Gen)
- Injections
- Patient Care
- EMR
- Vital Signs
- Medical Billing
- Front Desk
- Insurance Verification
- Epic
- Medical Scheduling
- Transcription
- Medical Office Experience
- Office Administration
- Medical Records
- Computer Operation
- Windows
- Hospitality
- Customer service
- Typing
- Specimen collection / processing
- EMR systems
- Medical coding
- Medical terminology
- Laboratory experience
- Medical imaging
- Microsoft Office
- Billing and Coding
- EMR Charting
- Familiar with Athena EMR along with EPIC, ipatientcare and a few others
- Scheduling
- Administrative writing skills
- Professionalism
- Confidentiality
- Organization
- Reporting skills
- Travel logistics
- Verbal Communication
Certification
- Casting, 07/17
- Certified Clinical Medical Assistant (CCMA)
- CPR Certification
Additionalinformation - Keyskills
- Vital Signs
- Injections
- Specimen Collection
- Microsoft Office
- Insurance Verification
- Transcription
- Billing and Coding
- EMR Charting
- Phlebotomy
- Familiar with Athena EMR along with EPIC, iPatientCare and a few others.
- Scheduling
- Administrative writing skills
- Professionalism, confidentiality, and organization
- Reporting skills
- Travel logistics
- Typing
- Verbal Communication
- Microsoft Office skills
Personal Information
Authorized To Work: US
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Medical Scheduler/Customer Service Agent
RSI
02.2022 - Current
Medical Scribe
Texas health /LDMTS
01.2022 - 10.2022
Medical Assistant/Customer Service/Transcription
One Medical/temp job
09.2021 - 01.2024
Customer Service Representative (Remote)
Maximus
04.2021 - 06.2021
Medical Assistant/Receptionist
Centers for Advanced Orthopaedics
10.2019 - 04.2021
Medical Assistant/Receptionist
Julie Fox MD
04.2017 - 11.2019
Medical Assistant/Receptionist
Center for Brain and Spine
09.2016 - 01.2017
Medical Assistant
Metro Orthopedics & Sports Therapy
09.2016 - 01.2017
Manager
Lids
01.2015 - 07.2018
Medical Assistant for Urgent Care
GW Medical Faculty and Associates
12.2014 - 09.2016
Medical Assistant
Gabriel Berrebi
04.2013 - 11.2014
Medical Assistant Externship
Capital Heart Associates
02.2013 - 07.2013
Diploma - Medical Assistant
Everest Institute
High School Diploma -
Springbrook High School
Montgomery College
Similar Profiles
Joseph ChambersJoseph Chambers
Program Coordinator I & II at RSIProgram Coordinator I & II at RSI
Lindsey CoffeyLindsey Coffey
Staffing Coordinator at RSIStaffing Coordinator at RSI
Adam RowlandAdam Rowland
Learning Technology Professional at RSILearning Technology Professional at RSI
David ChenetDavid Chenet
Configuration Specialist at RSIConfiguration Specialist at RSI
Gabriella AlvaradoGabriella Alvarado
Nursing Assistant Extern at MedStar Montgomery Medical CenterNursing Assistant Extern at MedStar Montgomery Medical Center