Samantha DeShong
Pittsburgh
Summary
Service Advocate at Aetna Medicare with expertise in HIPAA compliance and a proven track record of enhancing member experiences. Skilled in medical claims coding and fostering empathetic client relationships, I excel in delivering exceptional support and resolving complex issues, ensuring members maximize their benefits effectively.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Advocate
Aetna Medicare
09.2021 - Current
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Improving member experience with Aetna by taking responsibility for issues.
- Delivered friendly service and offered expert support in every interaction.
- Participated in health promotion campaigns to raise awareness of health issues.
- Reaching out to members to assist in bettering their experience with their benefits.
- Obtaining missing information for reimbursement claims from providers and members.
- Keeping commitments to our members and assisting them in gaining the most from their plan.
Customer Service Representative
Aetna Medicare
07.2020 - 09.2021
- Responded to customer requests for products, services, and company information.
- Answer benefit and billing questions from members and assist them with questions regarding their plan.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Sterile Processing Technician
UPMC
01.2016 - 01.2019
- Assessed instruments, equipment, and containers to promote cleanliness and proper functioning.
- Decontaminated surgical instruments to remove bacteria and other contaminants before sterilization.
- Recorded biologicals and test results.
- Picked instruments and supplies for surgeries.
- Inspected sterile package integrity prior to distribution.
- Identified parameters and sterilization method required for each item to be sterilized.
- Verified and maintained proper documents and records for sterilization.
- Corrected instrument sets according to current standards and established count sheets and instrument tracking systems.
- Handled and disposed of sharps, biohazards and other hazardous materials in accordance with established protocols.
Certified Nursing Assistant
Allegheny Health Network
01.2013 - 12.2015
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Education
Vocational/Technical Certificate - Medical Billing And Coding
Community College of Allegheny County
Pittsburgh, PA11-2019
Vocational/Technical Certificate - Sterile Processing Technician
Community College of Allegheny County
Pittsburgh, PA12-2015
Skills
- HIPAA compliance
- CPT coding
- Insurance coding (ICD-9 and CPT)
- Medical claims coding
- Workflow management
- Continuing education
- Medical terminology
- Data entry
- Data security procedures
Certification
- CBCS - Certified Billing and Coding Specialist
Timeline
Service Advocate
Aetna Medicare
09.2021 - Current
Customer Service Representative
Aetna Medicare
07.2020 - 09.2021
Sterile Processing Technician
UPMC
01.2016 - 01.2019
Certified Nursing Assistant
Allegheny Health Network
01.2013 - 12.2015
Vocational/Technical Certificate - Medical Billing And Coding
Community College of Allegheny County
Vocational/Technical Certificate - Sterile Processing Technician
Community College of Allegheny County
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