Yenina Moody
Philadelphia,PA
Summary
Dynamic customer service agent with over five years of experience in the healthcare sector, complemented by a Certified Medical Assistant (CMA) credential from Lincoln Technical Institute. Proven ability to lead engagement teams, driving initiatives through effective scoping, planning, alignment, and execution to deliver substantial business value. Expertise in strategic thinking, prioritization, and meticulous account management ensures optimal client satisfaction and operational efficiency. Committed to fostering collaborative environments that enhance team performance and elevate customer experiences.
Overview
16
16
years of professional experience
Work History
Administrative Assistant
PECO
Berwyn, PA
04.2026 - Current
- Streamlined scheduling and meeting logistics for senior management, ensuring effective use of time resources.
- Managed inventory of office supplies to optimize procurement strategies and minimize expenses.
- Implemented and managed comprehensive filing systems, significantly enhancing document retrieval efficiency.
- Streamlined administrative workflows through targeted process improvements.
Patient Service Representative
Thomas Jefferson Hospital
Lansdale, PA
11.2021 - Current
- Ensured positive first impressions by greeting patients professionally in person and via telephone.
- Addressed questions promptly and ensured proper referral of issues to maintain operational flow.
- Implemented efficient scheduling strategies to optimize provider availability and improve patient satisfaction.
- Communicated patient arrival notifications to providers to facilitate efficient patient management.
- Facilitated patient comfort by anticipating concerns and effectively responding to questions to enhance overall experience.
- Facilitated access to treatment information by systematically retrieving and updating patient records.
- Ensured accuracy of financial records and facilitated patient charge collection to streamline third-party claims processing.
- Ensured seamless office operations by maintaining inventory levels and promptly fulfilling supply orders to meet organizational demands.
Claims Processor
Elap Services
Chesterbrook, PA
10.2017 - 11.2021
- Evaluated insurance policies and certificates to identify and quantify medical insurance losses.
- Reviewed medical documentation to validate proof of loss.
Collected additional information from external sources, including claimant physician, employer, hospital, and other insurance companies.
Conducted investigations into potentially questionable claims. - Completed forms to support processing of medical claims.
Recorded actions in logs to aid in tracking medical claims.
Maintained accurate reports and records for medical claims management. - Processed medical claims by determining approval or denial of documentation. Calculated benefits owed to claimants. Initiated payments or drafted denial letters.
- Ensures legal compliance by following company policies, procedures, guidelines, as well as state and federal insurance regulations.
- Led initiatives to elevate customer service standards through strategic adherence to best practices and proactive inquiry resolution.
Championed service excellence by optimizing customer interaction protocols and driving swift response strategies.
Spearheaded customer service transformation by embedding high-quality standards and ensuring timely query resolutions. - Compiled and organized essential documentation to support settlement actions and ensure compliance with legal standards.
- Maintained operational integrity through strict protection of claims information confidentiality.
- Gathered and evaluated information to support strategic decision-making through detailed reports.
- Led initiatives to enhance job expertise through educational opportunities.
Cultivated knowledge by engaging with professional publications.
Developed networks to foster collaboration and support.
Actively contributed to professional organizations to drive industry standards. - Explored opportunities to enhance job accomplishments, supporting organizational objectives.
Specimen Processor
Quest Diagnostics
Horsham, PA
01.2019 - 03.2020
- Conducted thorough assessments of laboratory samples to uphold quality standards.
- Cross-checked specimen labels with file data to uphold data integrity.
- Performed meticulous evaluations for contamination to guarantee specimen reliability before analysis.
- Executed in-depth examination of biological specimens to support timely and effective diagnostic processes.
- Executed detailed specimen analysis to enhance accuracy in information gathering.
- Performed serum separation and blood smear preparation to ensure reliable laboratory diagnostics.
- Executed preparation of surplus samples to ensure proper storage and facilitate future retesting.
- Facilitated thorough documentation of analysis and preparation stages to support project transparency.
- Ensured accurate storage of specimen bottles alongside corresponding information files to maintain organization.
- Manage data entry tasks associated with typing patient specimen information in the lab database
- Ensure that each process of analysis and preparation is documented in accordance with the lab’s documentation guidelines
- Executed hazardous waste management procedures to ensure compliance with safety regulations and environmental standards.
- Implemented and maintained effective storage solutions for specimens to ensure integrity and accessibility.
- Identified and communicated any challenges encountered throughout preparation to ensure resolution.
- Executed time-efficient strategies for effective container management to support logistics operations.
Pharmaceutical Data Entry
Cardinal Health
Swedesboro, NJ
07.2017 - 08.2018
- Applies acquired knowledge and skills to complete standard tasks
- Readily learns and applies new information and methods to work in assigned area
- Maintains appropriate licenses, training and certifications
- Works on routine assignments that require some problem resolution
- Completed high-volume data entry tasks under tight deadlines, maintaining accuracy while working at an efficient pace.
Data Editor
Connect America
Broomall, PA
03.2017 - 08.2018
- Managed workload effectively by aligning tasks with deadlines for ground and express FedEx pickups.
- Ensured systematic arrangement of necessary materials, documents, and equipment to enhance operational efficiency.
- Conducted thorough checks of finished tasks to maintain quality and precision.
- Maintained comprehensive logs of daily activities to ensure accountability and transparency.
- Ensured seamless functionality of office equipment through proper loading of essential media such as paper, toner, and tape.
- Edited and proofread written materials to ensure clarity, coherence, and alignment with established style standards.
Patient Service Representative
Suburban Community Hospital
Norristown, PA
12.2016 - 11.2017
- Facilitated efficient patient registration and discharge at community-based walk-in urgent care clinic to enhance customer satisfaction.
- Entered comprehensive patient demographics, insurance, and billing details into proprietary PAS system to streamline operations.
- Maintained confidentiality of patient records by implementing HIPAA guidelines and adhering to all relevant regulations.
Patient Services Representative
Unique Advantage
Philadelphia, PA
01.2014 - 03.2016
- Facilitated effective communication by addressing inquiries or initiating triage slips for medical personnel response.
- Coordinated appointment schedules to ensure efficient time management and high accuracy in data entry.
- Fostered collaborative relationships with patients and team members by delivering outstanding service and promoting mutual respect. Championed a professional environment for both patients and peers while adhering to privacy regulations.
- Managed front desk operations by welcoming patients, salespeople, and visitors while ensuring efficient navigation within the facility.
- Oversaw patient registration process by ensuring records were current and precise. Implemented changes in electronic systems and maintained accurate patient documentation.
Customer Service Representative
Johnson and Johnson
Chesterbrook, PA
03.2013 - 08.2014
- Managed customer inquiries and order processing to enhance satisfaction through effective complaint resolution and account cancellation support.
- Documented customer inquiries, complaints, and feedback to enhance overall service effectiveness.
- Managed customer service and billing issue resolutions to foster loyalty and improve service quality.
- Performed in-depth evaluations to ensure adjustments met customer expectations and addressed feedback.
- Managed customer communications by providing timely updates on claim investigations and necessary modifications.
- Facilitated the routing of unresolved customer complaints to appropriate teams to ensure effective resolution and customer satisfaction.
- Oversaw the completion of contract forms and managed the accuracy of change of address records. Led coordination of service discontinuance orders through efficient computer system utilization.
- Conducted thorough evaluations of information to validate complaint authenticity and reveal underlying issues, such as fluctuations in utility bills due to weather conditions.
Customer Service Representative
Independence Blue Cross
Philadelphia, PA
01.2012 - 11.2013
- Assist members with questions concerning eligibility, billing, claims, general coverage questions, PCP, Medicare Advantage health and prescription drug benefits.
- Create accurate and timely member documentation concerning all phone calls taken according to departmental operating guidelines.
- Strived for first call resolution while ensuring that the inquiries have been addressed to the customer’s satisfaction.
- Investigates requests from customers for refunds, credits and retroactive changes as appropriate.
Insurance Agent
Aetna
Blue Bell, PA
01.2011 - 08.2012
- Conferred with customers by telephone and in person to provide information about products and services.
- Kept records of customer interactions and transactions, recording details of inquiries, billing complaints, and comments as well as actions taken.
- Checked and contacted customers to ensure that appropriate changes were made to resolve customers' problems pertaining to claim investigation results and any planned adjustments.
Specimen Processor
American Red Cross
Philadelphia, PA
02.2010 - 06.2011
- Receive, sort, and label specimens by work list and source.
- Process urine specimens for regulated and non-regulated testing.
- Perform flexilog on routine specimens at 70 CCF's per hour.
- Complete maxilog data entry and be proficient in scanning/imaging custody control forms.
- Assuming all responsibilities for discarding negative specimens.
- Adhere to all processing procedures in regards to all non-testable specimens while keeping chain of custody paperwork properly documented.
Education
CMA And MAA - Medical
Stepful
Online12-2026
Skills
- Build productive relationships
- Team Development
- Relationship Management
- Customer Call Center
- Health insurance plans and verification
- 3rd party billing and registration
- Solid understanding of medical terminology
- Cost Containment
- Proficient in Microsoft Word, Excel and Power Point
Timeline
Administrative Assistant
PECO
04.2026 - Current
Patient Service Representative
Thomas Jefferson Hospital
11.2021 - Current
Specimen Processor
Quest Diagnostics
01.2019 - 03.2020
Claims Processor
Elap Services
10.2017 - 11.2021
Pharmaceutical Data Entry
Cardinal Health
07.2017 - 08.2018
Data Editor
Connect America
03.2017 - 08.2018
Patient Service Representative
Suburban Community Hospital
12.2016 - 11.2017
Patient Services Representative
Unique Advantage
01.2014 - 03.2016
Customer Service Representative
Johnson and Johnson
03.2013 - 08.2014
Customer Service Representative
Independence Blue Cross
01.2012 - 11.2013
Insurance Agent
Aetna
01.2011 - 08.2012
Specimen Processor
American Red Cross
02.2010 - 06.2011
CMA And MAA - Medical
Stepful