Wendy Schock
Manheim,PA
Summary
Accomplished in enhancing patient satisfaction and streamlining billing processes, I bring a robust blend of healthcare industry knowledge and empathetic customer service. My expertise in medical billing and commitment to patient confidentiality have consistently improved service quality and operational efficiency, showcasing a keen attention to detail and strong verbal communication skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Medical Call Center Representative
Keystone Urology
12.2023 - Current
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
- Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
- Reduced wait times for callers by managing a high volume of calls effectively without compromising quality of service.
- Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
- Resolved complex issues through active listening, empathetic support, and clear communication with patients.
- Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.
Administrative Assistant
Schock Custom Tile
06.2019 - 12.2023
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Optimized calendar management by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Enhanced customer service experience by courteously addressing client inquiries during the installation process.
- Installed tile flooring in residential homes and commercial buildings.
- Increased repeat business through exceptional craftsmanship and attention to detail in all tile installations.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Followed-up on past due payments to facilitate prompt collection of payments.
- Managed and created content for company social media outlets.
- Engaged in photography, graphic design and video content creation.
Office/Medical Billing Manager
Chiropractic Associates
03.2012 - 08.2022
- Reviewed billing problems, researched issues, and resolved concerns.
- Worked with patients to develop payment plans and bring accounts current.
- Increased patient satisfaction by addressing billing inquiries promptly and professionally.
- Reduced denied claims through diligent review, correction, and resubmission of errors.
- Streamlined claim appeals process by creating clear documentation guidelines and templates for staff use.
- Enhanced revenue cycle management by overseeing timely and accurate claims submission.
- Trained team members on best practices in medical billing, ensuring consistent high-quality work across the department.
- Collaborated with providers and staff to ensure accurate coding for billing purposes.
- Optimized cash flow by regularly reviewing aging account balances and implementing tactics for timely collections from patients or insurers.
- Implemented new software systems for better tracking of accounts receivable and payable balances.
- Answered phones to respond to customer questions, provide information and schedule appointments.
- Developed strong rapport with patients leading to high levels of trust and satisfaction, fostering long-term relationships.
- Performed electric muscle stimulation, ultrasound, and cold laser therapy.
- Assisted chiropractors with patient care, ensuring accurate documentation and treatment plans.
Customer Service /Office Administrative Assistant
Four Star Veterinary Service
06.2016 - 06.2019
- Scheduled farm calls and office visits for 3 veterinarians throughout 5 states
- Cleaned and disinfected exam areas, surgical equipment, and surgery room to prevent diseases and control odors.
- Facilitated efficient inventory management through regular stock checks, ordering supplies, and organizing storage areas.
- Provided customer support to clients, answering questions and addressing concerns.
- Collaborated with veterinary staff to provide exceptional customer service while managing phone calls and front desk tasks.
- Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.
- Described product and service details to customers to provide information on benefits and advantages.
- Created, issued, and managed all Veterinary Feed Directives and Health Certificates
- Received, packed and shipped customer orders
- Compounded vaccines and medications
- Assisted in farm calls, community events, and PR projects
Medical Billing Manager
Henderson Podiatry
01.2003 - 07.2012
- Reviewed billing problems, researched issues, and resolved concerns.
- Worked with customers to develop payment plans and bring accounts current.
- Increased patient satisfaction by addressing billing inquiries promptly and professionally.
- Reduced denied claims through diligent review, correction, and resubmission of errors.
- Streamlined claim appeals process by creating clear documentation guidelines and templates for staff use.
- Maintained up-to-date knowledge of regulatory changes impacting medical billing practices to ensure ongoing compliance within the organization.
- Trained team members on best practices in medical billing, ensuring consistent high-quality work across the department.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Checked patient insurance, demographic, and health history to keep information current.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Assisted with insurance verification tasks, expediting the billing process for both patients and providers.
Education
High School Diploma -
Hempfield High School
Landisville, PA06.1997
Skills
Healthcare Industry Knowledge
Patient confidentiality
Call center experience
Electronic Medical Records
Insurance Verification
Appointment Scheduling
Payment Processing
Medical Billing
Certification
- Registered Yoga Teacher (RYT) - Yoga Alliance.
Timeline
Medical Call Center Representative
Keystone Urology
12.2023 - Current
Administrative Assistant
Schock Custom Tile
06.2019 - 12.2023
Customer Service /Office Administrative Assistant
Four Star Veterinary Service
06.2016 - 06.2019
Office/Medical Billing Manager
Chiropractic Associates
03.2012 - 08.2022
Medical Billing Manager
Henderson Podiatry
01.2003 - 07.2012
High School Diploma -
Hempfield High School
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