Rene M. Kenney
El Mirage
Summary
Dedicated and technically skilled business professional with a versatile administrative support skill set developed through experience as a medical practice manager, front office receptionist, medical assistant, medical record specialist and transcriptionist. Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction and the bottom line.
Overview
36
36
years of professional experience
Work History
Customer Service Agent
TTEC
Greenwood
03.2023 - Current
- Ensured compliance with applicable laws when dealing with customers.
- Assisted applicants and participants with inquiries regarding applications and guidelines through phone, email, and chat.
- Answering customer calls and emails promptly
- Listening attentively to customer concerns and questions
- Providing accurate information about products and services
- Troubleshooting basic customer issues and guiding them through solutions
- Handling customer complaints and escalations effectively
- Updating customer accounts with relevant information
- Maintaining a positive and professional demeanor throughout interactions
- Adhering to company policies and procedures
- Meeting established performance metrics like call handling time and customer satisfaction levels
Independent Contractor for Verbatim Transcription
VIQ
06.2020 - 12.2020
- Create verbatim written records of audio and video recordings, meetings and live conversations for medical facilities and private Insurance companies
- Ability to comprehend audio quickly and type with 99% efficiency
- Return all files within 24 hour of being assigned
Independent Contractor for Verbatim Transcription
TEI
09.2018 - 09.2019
- Create verbatim written records of audio and video recordings, meetings and live conversations for medical facilities and private Insurance companies
- Ability to comprehend audio quickly and type with 99% efficiency
- Return all files within 24 hour of being assigned
eHealthcare EMR Specialist
HANE Solutions
03.2012 - 01.2017
- Provide support to physician office for EMR system through eClinical Works
- Provide training and daily support
- Developed and managed the central business office for 15 facilities within the ModernMed system nationwide
- Review claims processing, rejections, and payments as well as prepare HCFA 1500 for billing with proper CPT and ICD codes
- Reviewing A/R reports and reporting to the providers any errors in billing
- Reviewed medical records for completeness, timeliness and errors as well as review electronic medical records for insurance correct coding and billing
Owner/Transcriptionist
ADVANCED TRANSCRIPTION SERVICES
07.2009 - 01.2012
- Provide accurate, timely and professional transcribed medical records to Internal Medicine, Family Practice, Dermatology and Interventional Radiology
Office Manager
ARROWHEAD INTERNAL MEDICINE
Glendale
02.2006 - 06.2009
- Coordinated office functions that focus on computerized scheduling with Pro-data and EClinical works, electronic billing, reimbursements, collections, accounts payable/receivable, medical records, data management and payment plans with a demonstrated knowledge of insurance carriers, CMS, grievances from payers, medical terminology, medical record abstracting and CPT/ICD-9 codes
- Oversaw staff recruitment, training, supervision and appraisals
- Developed job descriptions and advertised open positions
- Served as primary point of contact for, and liaison between, patients, staff and physician
- Reviewed medical records for completeness, timeliness, billing and coding and submitted electronic claims to payers for reimbursement
- Covered front office, back office and transcription during vacation and illness'
- Performed duties as a medical assistant
- Facilitated closing office when physician retired
Operations Executive
Lovelace Sandia Health Systems
Albuquerque
01.1989 - 09.2005
- Company Overview: (Albuquerque Health Partners)
- Consistently promoted during 16-year tenure with Lovelace Sandia Health Systems (St Joseph Health Care Systems), culminating in responsibilities for coordinating all medical practice functions both in a not for profit and for profit medical environment
- Direct and manage high-volume medical practices with multi-physicians and multi-speciality staff, while promoting superior patient care for 500-600 weekly adult/pediatric patients through supervision of 60 employees and 17 physician/providers
- Coordinate multiple office functions that focus on computerized scheduling, electronic billing, reimbursements, grievances and collections
- Accounts payable/receivable, patient records, data management, and payment plans with a demonstrated knowledge of insurance carriers, CMS, medical terminology, and CPT/ICD-9 codes
- Provided support for the onsite billing team by reviewing claims, reimbursement, training of staff and providers
- As the onsite Human Resources administrator, oversaw staff recruitment, training, supervision, and appraisals
- Developed improvement processes for staff as well as improved retention
- Served as primary point of contact for and liaison between, patients, administrative staff, physicians, and administration to facilitate lines of communication and expedient problem resolutions
- Implemented continuous Quality Improvement (QAI) guidelines to measure the performance of business operations, prepare monthly financial reports and manager internal credentialing verification procedures
- Oversaw medical records to ensure completeness, timeliness and correct billing and coding for insurance company yearly HEDIS review
- Successfully merged physicians from different practice systems to work well within a for profit practice, while improving the patient satisfaction with both service and timeliness of appointments
- Facilitated the opening of one of the largest medical offices in the St
- Joseph Health care system starting from the ground up
- Assisted with the design, patient flow and purchasing of all equipment/furniture for a 12,000 square foot facility that housed 12 Family Practice, Internal Medicine and Pediatricians as well as 25 employees
- This facility had a high call volume and patient numbers while maintaining below 10% call abandonment ratio
- Piloted a large clinic through a successful same day scheduling model
- This was the first clinic in New Mexico to endorse this type of concept
- As Operations Manager and as a Physician Site Manager successfully completed highest rating in JCAHO guidelines during a JCAHO evaluation
- (Albuquerque Health Partners)
Education
High School -
ELDORADO HIGH SCHOOL
01.1972
Business Institute -
SOUTHWEST BUSINESS INSTITUTE
01.1972
Skills
- Office Management
- Teambuilding & Supervision
- Staff Development & Training
- Policies & Procedures Manuals
- Reviewing claims for reimbursement
- Follow up on denied claims
- CPT/ICD-10 coding
- CMS Guidelines
- Report & Document Preparation
- Medical Office Redesign
- Accounts Payable/Receivable
- Bookkeeping & Payroll
- Medical assistant
- Verbatim Transcription
- Records Management
- JCAHO Regulatory Guidelines
- HEDIS review
- Inventory Management
- Expense Reduction
- Medical transcription & Auditing
- Medical record abstracting
- Excellent communication skills, both verbal and written
- Strong listening and problem-solving abilities
- Ability to multitask and work in a fast-paced environment
- Computer proficiency and ability to navigate CRM systems
- Empathy and ability to build rapport with customers
Computer Software Used
- WALLABY
- WORD/2007
- EXCEL
- IDX
- POWER POINT
- EClinical WORKS
- PRODATA
- MS OFFICE
Timeline
Customer Service Agent
TTEC
03.2023 - Current
Independent Contractor for Verbatim Transcription
VIQ
06.2020 - 12.2020
Independent Contractor for Verbatim Transcription
TEI
09.2018 - 09.2019
eHealthcare EMR Specialist
HANE Solutions
03.2012 - 01.2017
Owner/Transcriptionist
ADVANCED TRANSCRIPTION SERVICES
07.2009 - 01.2012
Office Manager
ARROWHEAD INTERNAL MEDICINE
02.2006 - 06.2009
Operations Executive
Lovelace Sandia Health Systems
01.1989 - 09.2005
High School -
ELDORADO HIGH SCHOOL
Business Institute -
SOUTHWEST BUSINESS INSTITUTE