SUMMARY

• Accomplished customer service professional wif healthcare expertise in call center operations for placing orders on SAP ERP. Skilled in face to face patient interaction and taking phone calls for the release of medical information using Electronic Medical Record systems including Epic, Powerchart, Report Request & Chart view. Maintains high level of professionalism, patience and efficiency to minimize any customer dissatisfaction.
• Call Center Representative: Responded to 75 - 100 inbound calls per day in high call volume environment giving detailed, personalized, friendly and polite service to ensure customer satisfaction. Possesses active listening skills and great telephone etiquettes.
• Healthcare Knowledge: In-depth noledge of healthcare planning and management. Solid understanding of administration theories and financial management principles, practices, and policies. Strong noledge of medical terminology, medical records, EMR software, EMPI and SAP. Complex understanding and ability to effectively navigate electronic health records.
• Research & Analysis: Adept research abilities, tailoring strategies according to individual case needs. Astute analytical talents and ability to implement appropriate action. Skilled at database maintenance, handling sensitive documents, and processing data entry requests.
• Public Health Capabilities: Proficient in a number of skills appropriate to a Public Health career, including certification in epidemiology, health management and policy, ability to educate people on health issues, and solid communication skills. Keenly aware of HIPPA regulations.
• Software and Data Entry Knowledge: Highly trained in software such as SAP, Epic, EMPI, Triage, On Base, Power Chart, Chart View andReport Request. Thorough understanding of data entry wif ability to log 100+ requests per day. Expert- level understanding of EMR systems and SAP.
• Key Strengths: Unique talent to interact wif elderly patients and those in an end-of-life hospice situation. Highly organized and able to maintain an exceptional rate of productivity, accuracy, and efficiency wifin dynamic environments. Proven talent of forging relationships wif colleagues and patients. Exceptional ability to interact wif patients on phone calls and face to face for the purpose of release of medical records.

TECHNICAL SKILLS

Language: English (fluent) Urdu (fluent) Hindi (fluent) Arabic (noledgeable)

Thorough noledge of software: Such as EMPI, SAP ERP, Triage, On Base, Epic, Power Chart Report Request and Chart View

Proficient in Microsoft: Word and Excel

Familiar wif statistical programs: In-depth Data Entry noledge, Ability to process requests using appropriate programs

PROFESSIONAL EXPERIENCE

CONFIDENTIAL, ILLINOIS

Documentation Specialist

Responsibilities:

• Makes 80-100 outbound calls in a day to doctors office on Avaya to follow up on paperwork (Standard Written Order Form, Supporting Documentation and Title 19 Form) for medical supplies including bath chair, thermometer, wipes etc.
• Uses Triage and On Base applications to check what paperwork is missing.
• Documents the phone call in Triage and On base under the notes section.
• Fax the SWO, SD and Title 19 form to the doctor’s office in case they have not received it.

Empi Data Analyst

Responsibilities:

• Reviewed, analyzed, and maintained data integrity wifin the Electronic Master Patient Index in compliance wif HIPAA regulations to protect patient privacy and safety.
• Remediated duplicate medical record numbers for the same patient by linking them together and checking overlays.

Customer Service Associate

Responsibilities:

• Processes EDI, internet, email, fax and phone orders on SAP ERP.
• Works on a variety of emails which includes placing charge, no charge and standing orders, answering customers questions on products and shipping.
• Processes IDocs to solve any errors for smooth data transfer.
• Creates Inquiries in SAP ERP for tracking lost sales, pick pack errors, information on price and quantity etc.

Customer Service Representative

Responsibilities:

• Takes patient walk-ins on a daily basis to release their medical records by making them sign the authorization for release of medical information form.
• Handles high volume of incoming phone calls from patients, insurance companies & attorneys regarding patient’s medical records.
• Gathers and verifies patient’s information on the phone for tracking the request of medical records.
• Improves call center functionality by resolving customer complaints.
• Takes care of all the incoming mails, checks and faxes for the Health Information Management department.
• Process requests for patient, continuity of care, legal, insurance and disability received through phone calls using different Electronic Medical Record systems.

Release of information specialist

Responsibilities:

• Performs data entry functions for release of medical records, including patient, doctor, subpoenas, court orders, insurance agencies, third party, and attorney requests.
• Consistently log 100+ requests per day.
• Delivers sensitive and protected health information for patients, doctors, court orders, subpoenas, insurance, attorneys, and third parties by navigating wifin patient records. Utilize a variety of computer systems, includingEpic, Power Chart, orReport Request to locate requested documentation. Release records via fax or mail.
• Process a high volume of requests in a timely and HIPAA-compliant manner. Administer requests pertaining to Confidential and its different locations including Central DuPage Hospital, Delnor Community Hospital, Kishwaukee Hospital and West Physician Group

Intern

Responsibilities:

• Prepared database of all emergency departments across USA. Formulated strategies to ensure continuous and accurate update of database.
• Mapped location of all USA emergency departments in database to expedite medical transportation in the event of emergency situation.
• Partnered wif other healthcare colleagues to devise and present Big Idea for novel startup company to improve America during The Pitch Competition as part of Bunker Labs 2nd Annual Muster.

CONFIDENTIAL, ADDISON, ILLINOIS

Hospice Intern for Volunteer and Bereavement Programs

Responsibilities:

• Carried out caseload to provide weekly visits to hospice patients and follow ups wif their families.
• Displayed calm demeanor and projected positive approach to end-of-life situation during visits.
• Provided companionship to patients, listened to their concerns, and engaged patients in discussing their areas of interest.
• Assisted wif marketing projects, including those related to cultural diversity in USA and ethics evaluation.
• Recognized for unique talent of being sensitive to needs of patients and their families during trying demands of end-of-life care.