Vicki Allen
Sparta
Summary
Empathetic and patient-focused healthcare customer service professional dedicated to providing a positive and supportive experience for all patients. Excellent communication and interpersonal skills, with a proven track record of building rapport and resolving patient concerns effectively. Adept at navigating healthcare terminology and processes, ensuring patients feel heard and understood.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Inside Sales Representative
Aeroflow Health
Asheville
02.2024 - 03.2025
- I served as a vital point of contact for clients and healthcare providers, ensuring seamless communication and efficient service delivery.
- Call Management: Answering and greeting callers, connecting them to the appropriate departments, and relaying messages to ensure timely responses.
- Client Support: Providing detailed information about individual accounts and Aeroflow Urology's services, enhancing client understanding and satisfaction.
- Documentation Management: Operating company equipment effectively to manage and maintain account documents, including demographics, insurance details, and prescription information.
- Medical Review: Reviewing office notes from medical providers to confirm the validity of information and medical necessity, ensuring compliance and accuracy in patient records.
- Resupply Coordination: Acting as a resupply representative by verifying items listed on prescriptions, placing orders for patients, and ensuring adherence to Medicaid policies for shipping.
- Through these responsibilities, I contribute to the overall efficiency of operations and the quality of care provided to our patients.
Customer Service Representative (Remote)
State Collection Service
Madison
08.2021 - 11.2023
- Job duties include answering and making calls to clients regarding their medical bills, setting up payment plans on client accounts, reviewing client information and verification of that information, code reviews, insurance claims processing, and handling bad debt collections as well.
- Documentation of client accounts is done using two separate systems such as EPIC and Artiva at once, notating any information that is given and/or provided by clients in both systems using proper grammar, verification of client Information, and quality of care.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- This position also requires side by side training for new hires when we are available to do so, so that new hires can watch and listen to the process from start of the call to the end of the call.
Front Office Administrator
SDA Inc
Cookeville
09.2019 - 06.2021
- My daily duties include answering phones, scheduling patients, checking out patients, filling dental surgery paperwork, verification of insurance and usage, submitting prior authorizations to insurance for coverage, inventory, helping with sanitation, taking vitals for premeditation op patients, cleaning, and doing daily end of day configuration.
CCMA and Office Manager
Highlands Healthcare
Cookeville
06.2018 - 09.2019
- Front office work which included checking patients in, answering phones, scanning, verifying insurance, taking co-payments and checking CSMD.
- Verification of insurance and processing payments, as well as review of accounts and collections.
- Maintained accurate records of patient care, condition, progress and concerns.
- Monitored vital signs, such as blood pressure and pulse.
- Responded appropriately to the physical, emotional and developmental needs of patients.
- Changed sterile dressings.
- Obtained information about clients' medical history, drug history, complaints and allergies.
- Maintained a clean, healthy and safe environment.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Maintained sanitary residents' and program rooms.
- Collects patient specimens and data, including vital signs, input/output and other delegated measurements.
- Ensured HIPAA compliance.
- Measured urine and delivered specimens to lab.
- Performed pregnancy tests and sent specimens for laboratory testing.
- Experience with various medical conditions including Parkinson's, Dementia, Diabetes, Cancer, Alzheimer's and Paget's disease.
- Collected blood, tissue and other laboratory specimens and prepared them for lab testing.
- Authorized drug refills and provided detailed prescription information to pharmacies.
CCMA
Physicians Urgent Care
Cookeville
11.2017 - 03.2018
- Triaging patients, taking vitals, reconciliation of medications, venipuncture, following PUC protocol, scheduling appointments and administration of injections.
Medical leave
Cookeville
11.2016 - 11.2017
- Was placed on bed rest per Obgyn for remainder of pregnancy.
- During delivery complications arose and was placed on more bedrest after until cleared.
Caregiver
Right at Home
Cookeville
08.2016 - 11.2016
- In home patient care.
- Maintained accurate records of patient care, condition, progress and concerns.
- Monitored vital signs, such as blood pressure and pulse.
- Responded appropriately to the physical, emotional and developmental needs of patients.
- Tested and recorded blood glucose levels.
- Changed sterile dressings.
- Obtained information about clients' medical history, drug history, complaints and allergies.
- Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
- Helped patients move in and out of beds, baths, wheelchairs and automobiles.
- Cooked appetizing and satisfying meals and snacks.
- Scheduled and accompanied clients to medical appointments.
- Maintained a clean, healthy and safe environment.
- Obtained household supplies and ran daily errands.
- Assisted with patient transfer and ambulation.
- Followed safe lifting techniques and individual resident lifting instructions.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease, and muscular dystrophy.
Front And Back Office Medical Assistant
Riddle Family Care
Cookeville
05.2015 - 07.2016
- Front office work which included checking patients in, answering phones, scanning, verifying insurance, taking co-payments and checking CSMD.
- Maintained accurate records of patient care, condition, progress and concerns.
- Monitored vital signs, such as blood pressure and pulse.
- Responded appropriately to the physical, emotional and developmental needs of patients.
- Changed sterile dressings.
- Obtained information about clients' medical history, drug history, complaints and allergies.
- Maintained a clean, healthy and safe environment.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Maintained sanitary residents' and program rooms.
- Collects patient specimens and data, including vital signs, input/output and other delegated measurements.
- Ensured HIPAA compliance.
- Measured urine and delivered specimens to lab.
- Performed pregnancy tests and sent specimens for laboratory testing.
- Experience with various medical conditions including Parkinson's, Dementia, Diabetes, Cancer, Alzheimer's and Paget's disease.
- Collected blood, tissue and other laboratory specimens and prepared them for lab testing.
- Authorized drug refills and provided detailed prescription information to pharmacies.
Medical Receptionist / Medical Assistant
Averett Wellness Center
Cookeville
04.2015 - 05.2015
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Greeted numerous visitors, including VIPs, vendors and interview candidates.
- Maintained a clean reception area, including lounge and associated areas.
- Responded appropriately to the physical, emotional and developmental needs of patients.
- Routinely retracted patient throat cultures and prepared them for lab submission.
- Took and recorded patients' temperature, pulse and blood pressure.
Medical Office Assistant/ Medical Assistant
New Horizon Center for Women
Cookeville
10.2014 - 03.2015
- Assisting physician in in-office patient care and procedures.
- Checking vitals, reviewing medications and medical history.
- Processing prior authorizations through insurance for medications.
- Politely answered phones and scheduled or confirmed office appointments and surgeries.
- Set up examination room in preparation for examinations and procedures.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Changed sterile dressings.
- Ensured HIPAA compliance.
- Performed pregnancy tests and sent specimens for laboratory testing.
Medical Intern
Cookeville Regional Medical Center
Cookeville
08.2014 - 09.2014
- ER Triage - in-put patient information in EMR, phlebotomy, patient care.
- CRMC Clinic- in-put patient information, vitals, medical history, and review of medications.
- 5 North Med Sur- Patient care, review patient information and phlebotomy.
- Conducted physical examinations to provide information needed for admission to school, consideration for jobs or eligibility for insurance coverage.
- Inspected medical instruments, equipment and operating rooms to maintain proper hygiene and sterility.
- Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
- Helped patients move in and out of beds, baths, wheelchairs and automobiles.
- Assisted with patient transfer and ambulation.
- Followed safe lifting techniques and individual resident lifting instructions.
- Transported patients to other areas of the hospital in wheelchairs and gurneys.
- Assisted in cleansing enemas, catheterization and bladder irrigations.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease, and muscular dystrophy.
- Assisted nurses with wound care for pressure ulcers, bed sores, and surgical site wounds.
- Reported any unusual circumstances in the patients' condition or environment.
- Answered call lights and aided in patient comfort and safety by adjusting beds, lights, bed rails, pillows, patients' clothing and bedside tables/equipment.
Education
MA - MA and Phlebotomy Program
Fortis Institute
Cookeville, TN10-2014
High School Diploma -
Jackson County High School
05.2005
Skills
- Office Management
- Claims review
- Front desk
- Microsoft Excel
- Medical scheduling
- Receptionist
- Scheduling
- Medical Records
- Phone Etiquette
- Clerical experience
- Insurance verification
- Time Management
- Insurance Verification
- EMR Systems
- Computer literacy
- Accounts Payable
- Prior authorization
- Documentation review
- Medication administration
- Microsoft Word
- Office Administration
- Data Entry
- Administrative Experience
- Office management
- Transcription
- Customer service-oriented
- Patient/family focused
- Flexible
- Professional bedside manner
- Works well under pressure
- HIPAA compliance
- Outstanding social skills
- Seasoned in medical clinical procedures
- Compassionate
- Efficient and reliable team player
- Creative problem solver
- Exceptional communication skills
Certification
- Driver's license
- First Aid Certification
- BLS Certification
- CPR Certification, 06/01/21
- Medical Assistant, 10/01/19 to 10/01/21
Timeline
Inside Sales Representative
Aeroflow Health
02.2024 - 03.2025
Customer Service Representative (Remote)
State Collection Service
08.2021 - 11.2023
Front Office Administrator
SDA Inc
09.2019 - 06.2021
CCMA and Office Manager
Highlands Healthcare
06.2018 - 09.2019
CCMA
Physicians Urgent Care
11.2017 - 03.2018
Medical leave
11.2016 - 11.2017
Caregiver
Right at Home
08.2016 - 11.2016
Front And Back Office Medical Assistant
Riddle Family Care
05.2015 - 07.2016
Medical Receptionist / Medical Assistant
Averett Wellness Center
04.2015 - 05.2015
Medical Office Assistant/ Medical Assistant
New Horizon Center for Women
10.2014 - 03.2015
Medical Intern
Cookeville Regional Medical Center
08.2014 - 09.2014
MA - MA and Phlebotomy Program
Fortis Institute
High School Diploma -
Jackson County High School
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