Stephanie J. Bridges
Allen,TX
Summary
Dynamic and detail-oriented Complex Customer Care Rep Sr at United Healthcare Shared Services UMR, adept at first call resolution and conflict de-escalation. Proven ability to navigate complex medical terminology and provide exceptional customer service, ensuring member satisfaction and efficient problem-solving in high-pressure environments.
Overview
33
33
years of professional experience
Work History
Complex Customer Care Rep Sr
United Healthcare Shared Services UMR
12.2022 - Current
- Answering inbound calls from members and providers for claim status, benefits, eligibility, and other issues and questions such as portals navigation.
- Recognizing and prioritizing the needs of members and providers in a competent, friendly manner.
- Outbound calls for members and providers related to claims or other issues, such as membership and portal questions.
- White glove services for members, such as help with reading claims, finding and scheduling provider visits, and reviewing and explaining benefits in a manner that the member understands.
- Escalated issues to the appropriate departments as needed, and followed up.
- Skilled at having many computer platforms open while on the phone with the members and providers, my goal is always to solve any issue with one call, to provide the best and most efficient service possible.
- Competently problem solve during the initial call with high success rate.
- Skillful at deescalating members and providers who are upset by working through the issue in a calm and informative manner.
Senior Medical Transcriptionist
APMS Med
03.2005 - 01.2012
- Working at home transcribing for physician’s offices, Worker’s Compensation programs, physical therapy offices, plastic surgeons, ophthalmologists, and various specialties up to 120 minutes daily.
- Conducted quality assurance checks on transcribed files for errors and inconsistencies.
- Interpreted complex medical terminology within various specialty areas including Cardiology, Oncology, Radiology.
- Monitored turnaround times of assigned projects and reported any delays promptly.
Acute Care Medical Transcriptionist
ddi/Medquist
01.1997 - 01.2001
- Working at home accurately transcribing acute care up to 120 minutes a day.
- Maintained confidentiality of patient information according to HIPAA regulations.
- Ensured proper formatting of transcribed documents according to hospital standards.
- Evaluated audio recordings for clarity prior to beginning transcription work.
Acute Care Medical Transcriptionist
Our Lady of the Lake Regional Medical Center
01.1994 - 01.1997
- Working at in-house and home accurately transcribing acute care up to 120 minutes a day.
- Maintained confidentiality of patient information according to HIPAA regulations.
- Ensured proper formatting of transcribed documents according to hospital standards.
- Collaborated with other departments to ensure accurate completion of all transcription tasks.
- Evaluated audio recordings for clarity prior to beginning transcription work.
Acute Care and Radiology Transcriptionist
Saddleback Memorial Medical Center
01.1992 - 01.1994
- Working in-house, accurately transcribing acute care for up to 120 minutes a day, including radiology and pathology.
- Performed quality assurance checks on transcribed documents.
- Reviewed transcribed documents for grammar, punctuation, syntax, clarity and content accuracy prior to submitting them for review by a physician or supervisor.
- Ensured compliance with all applicable federal and state laws governing medical records retention.
Acute Care Medical Transcriptionist
Humana Hospital of Westminster
01.1992 - 12.1992
- Started as an externship and ended up working at in-house home accurately transcribing acute care up to 100 minutes a day.
- Performed administrative duties such as filing, faxing, data entry. as necessary.
- Utilized multiple computer applications to complete work assignments accurately and efficiently.
- Collaborated with other departments to ensure accurate completion of all transcription tasks.
Education
Honors - Medical Transcription
Maric College of Medical Careers
San Diego, CA01-1992
Skills
- Prioritization and multitasking
- Detail-oriented editing and proofreading
- De-escalation techniques
- Effective communication skills
- Cultural respect and sensitivity
- Multi-platform proficiency (Word, Excel, Outlook)
- High first-call resolution service
- Empathy and active listening
- Organizational skills with documentation
- Verbal and written communication
- 20 years remote office experience
- Calm under pressure
Timeline
Complex Customer Care Rep Sr
United Healthcare Shared Services UMR
12.2022 - Current
Senior Medical Transcriptionist
APMS Med
03.2005 - 01.2012
Acute Care Medical Transcriptionist
ddi/Medquist
01.1997 - 01.2001
Acute Care Medical Transcriptionist
Our Lady of the Lake Regional Medical Center
01.1994 - 01.1997
Acute Care and Radiology Transcriptionist
Saddleback Memorial Medical Center
01.1992 - 01.1994
Acute Care Medical Transcriptionist
Humana Hospital of Westminster
01.1992 - 12.1992
Honors - Medical Transcription
Maric College of Medical Careers
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