Arnetta Pugh

2852 Seminary Ave, Oakland Ca 94605Cell: 510-684-4194 - Arnetta.pugh@gmail.com

Professional BackgroundEnergetic, responsible and flexible Customer Service Representative with over 20 years of HealthcareExperience. Proficient in processing orders and data entry. Excellent customer services skills and being a team player.

Skill HighlightsData Entry Client Account Management Ten Key data entry Staff Training DevelopmentMicrosoft Word DependableMicrosoft Excel Attention to DetailsPowerPoint Fast Learner55 words per minute Goal OrientedMicrosoft OutlookLotus Notes

Professional ExperienceSENIOR CUSTOMER SERVICE REPRESENTATIVE/CUSTOMER SERVICES LEADApril 2004 to February 2016Apria Healthcare － San Leandro, CA

Processed over 100 orders a day of healthcare supplies for Kaiser and Hospice patients on the Acis System.(Oxygen, Inhalation Therapy, Sleep Apnea, Negative Pressure Wound Therapy, and other Durable Medicalequipment (beds, walkers, etc).Maintained confidentiality and verified insurance information to process customer orders.Conducted over 100 calls per day to confirm and advise customers of an order that had been placed on theirbehalf, as well as communicate any financial responsibility or additional information necessary to process theirorder.Offered additional products and services based on customers' specific needs.Maintained appropriate documentation received and conducted any follow ups necessary.Resolved patient/customer complaints or discrepancies by identifying problems and coordinating appropriatecorrective action.Demonstrated professional etiquette and courtesy under all Regulatory Compliance Policies, while buildinga rapport with customers.Lead the non-traditional insurance team through training, coaching and development of staff skills, during on thejob training.

Office ClerkNovember 2003 to January 2004East bay Center for Digestive － Oakland, CA

First point of contact with patients via phone or face to face to schedule appointmentsTranscribed messages for Doctors in the office, in order for them to follow up with patientsPulled and filed charts for the DoctorsAssembled and updated patient historyPhotocopied and faxed medical records

Compliance Clerk/HMO Eligibility SpecialistNovember 1998 to February 2002Hills Physicians Medical Group － San Ramon, CA

Data EntryConducted research for the office as neededVerified and maintained updated member eligibility statusDrafted denial letters that needed to be sent to medical providers and membersCreated a filling system for outgoing mail and manual checksUpdated physicians name, address or UPN #Ensured all member account were up to date

Education and TrainingMEDICAL ADMINISTRATIVE ASSISTANT, 2003WESTERN CAREER COLLEGE － San Leandro, CA, Alameda

HOSPITALITY OPERATIONS/ACCOUNTING, 1996HOSPITALITY MANAGEMENT TRAINING INSTITUTE － San Francisco, CA, Alameda