DENISE CLELAND8 Rexford Road ~ Enola, PA 17025 ~ (717) 805-3731 ~ dcleland58@gmail.com

SUMMARYAn organized office professional, able to create, maintain, input, verify, retrieve and be accountable for medical records while being detail oriented. A strong ability to remain calm in stressful and fast-paced environments. Able to create and maintain positive working relationships with patients and co-workers. A dedicated lifelong learner with the ability to learn new policies and technology.

QUALIFICATIONS Offering over 17 years of experience in a medical office setting Knowledgeable with medical terminology Experienced in the use of Electronic Medical Records and paper charts Composed form letters and messages, annotated in patients’ charts Instructed patients on protocols and preparation for medical tests verbally or by mail Proficient in 15 various medical billing, insurance, referral/authorization, and charting

systems Responsible for ordering and maintaining supply of office medical forms Advocate for process improvements Maintained good attendance record

EXPERIENCE Penn State Hershey Medical Center Camp Hill, PA

10/98 to 10/15 Scheduler / Medical Office Associate / Referral & Authorization Specialist

One of 8 patient appointment schedulers to receive an average of 800 to 1,300 of incoming calls in an 8-hour day

Scheduled appointments for 115 doctors, PAs, and CRNPs Sent electronic messages from patient’s chart regarding patient’s condition Entered, manipulated, and retrieved information and data from automated systems Input billing codes, collected copays, balanced cash and credit card receipts Established medical files, retrieved paper charts, copied and faxed pertinent records

from paper charts, printed pertinent electronic records and faxed to specialist, filed records and charts

Prepared and mailed new patient packets Triaged phone calls, scheduled appointments, sent electronic messages and provided

test results based on confidentiality parameters Directed and trained new MOAs and Trainees as to the office protocols Scheduled all specialist appointments, tests, and procedures at HMC and local offices

for up to 10 doctors Researched multiple insurance sites, expanded process of electronic

referral/authorization process from 2 to 12 insurance sites, trained Medical Assistants and LPNs on insurance sites

Determined whether appointments were needed first or medications could be refilled and called to the pharmacy

Reviewed charts and called insurance companies for medication pre-authorization Improved office efficiency by creating many information sheets for co-workers in Word

and Excel Implemented a nebulizer closet for the office, ordered nebulizers from DME Companies

and created a tracking system

SKILLS

Windows 10 Microsoft Word 2010 Microsoft Excel 2010 PowerPoint 2010 Kronos Outlook, GroupWise Compass

Electronic Medical Records - EMR Knowledge of Multiple Insurance

Company Sites Emdeon, Navinet, RadMD Power Chart Eclipsys, Cadence

PROFESSIONAL DEVELOPMENT HMC Beginning ICD-9 Coding HMC Advanced ICD-9 Coding HMC Medical Terminology Microsoft Word 2010 Microsoft Excel 2010 Microsoft PowerPoint 2010

EDUCATIONShippensburg Area Senior High School Shippensburg, PA