Teresa Ross

Gave referrals for external agencies outside of our quality of care scope

Answered phone calls and provided new clients with required paperwork to initiate service.

Provided status updates to both Medicare Providers and beneficiaries

Prepared all quality of care complaint and consent forms for review

Conducted thorough insurance verifications to minimize billing errors and financial complications for patients.

Utilized internal quality control tools to assess individual work and team processes

Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.

Reduced call resolution time through efficient problem-solving and communication skills.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.

Prepared and processed medical and shot records for patients and outside agencies such as Lawyers, Social Security Disability, and other medical facilities. Generated payment invoices for all outgoing medical records as well as tracked all records received into and sent out of the department in company's EPIC (Electronic Patient Information patient tracking system. Performed a variety of clerical duties including record maintenance, faxing, scanning, photocopying, and front desk support for physicians and nurses.

Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Managed daily patient census information of all incoming and outgoing patients and updated their charts accordingly. Assisted in collecting patient demographics and insurance information for all new and returning residents as well as assigning medical record numbers. Ensured that residents ADLs (Activities of Daily Living) and care plans from MDS (Minimum Data Sheet) form were correctly entered and updated weekly into companies MDS system. Prepared inactive patient charts for storage and/or auditing purposes.