Tichia Mccoy
Baltimore,Maryland
Summary
Dynamic office coordinator with a proven ability to thrive in high-pressure environments while maintaining professionalism and composure. Successfully resolves issues, enhances customer satisfaction, and drives operational improvements, consistently recognized for contributions to industry success. Committed to fostering team achievements through a diligent work ethic, meticulous attention to detail, and exceptional organizational skills. within the healthcare.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
25
25
years of professional experience
Work History
Patient Registration Specialist
Total Health Care
03.2015 - Current
- Experienced qualification for all health care departments. Mental Health, Substance Abuse, Adult Medicine, OBGYN, Emergency walk in & Pediatrics
- Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
- Entered patients' information into the system by documenting key information, confirming eligibility, and verifying insurance benefits.
- Used computerized calendars in ECW to schedule patient appointments. Handle all inbound and outbound calls including e-mails.
- Collected payments and co-pays from patients who were enrolled in a wide range of insurance plans, adjusting amounts according to income.
- Explained to patients their financial responsibilities, payment options, and potential collection procedures imposed on them and other responsible parties.
- Double-checked the data's accuracy and integrity.
- Responsible or Primary Care Change forms to ensure payment for the patient visit
- Obtained signatures for all HIPAA/ Consent forms to ensure the security/ policies of the Total Heath Care.
- Successfully scanned all medical documents to the Primary Care Doctor for completion. Rescanned all completed documents, Also ensured that all proper identification was received before providing doc's
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Followed up on missed appointments with patients to reschedule and promote continuity of care.
- Resolved scheduling conflicts to avoid double-booked appointments and provider availability issues.
Member Service Representative
S3 Shared Service Solutions
07.2010 - 02.2015
- Successfully handled a high volume of inbound and outbound calls while representing offerings such as online banking, Money Market, Line of Credit etc.
- Completed training and performed well in high-pressure client service situations.
- Assisted members in resolving account, service, and system issues by educating members on required forms and technical processes.
- Increased revenue by actively listening to all members and resolving any concerns in a timely manor. Ensuring an outstanding outcome.
- Verified customer identification and documentation for compliant transactions.
Quality Assurance Supervisor
Verizon Wireless
02.2001 - 01.2015
- Established the standards, practices, and procedures for the quality department.
- Organized and led quality review meetings to assess the effectiveness of performance in terms of risk mitigation, throughput improvement, and customer satisfaction.
- New quality assurance and customer service standards were implemented by me.
- Kept track of the staff's organization and made suggestions for improving daily operations.
- Monitored staff organization and suggested improvements to daily functionality.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Established and tracked the goals and objectives of the quality department.
Education
Associate of Arts - Business Administration
Wells College
Aurora, NY05-1994
High School Diploma - undefined
Northwestern High School
Baltimore, MD01.1989
Skills
- Problem resolution
- Insurance verifying
- Communications
- Operational improvement
- Team management
- Customer service
- Payment collection
- Team building
- Medical insurance
- Data entry
- MS Office
- Appointment scheduling
- Supervision
- HIPAA compliance
- Patient confidentiality
- Strong interpersonal skills
- Data entry proficiency
- Patient registration
- CPR certification
Timeline
Patient Registration Specialist
Total Health Care
03.2015 - Current
Member Service Representative
S3 Shared Service Solutions
07.2010 - 02.2015
Quality Assurance Supervisor
Verizon Wireless
02.2001 - 01.2015
High School Diploma - undefined
Northwestern High School
Associate of Arts - Business Administration
Wells College
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