Montez Haynes
Columbia
Summary
Motivated and highly responsible 19-year-old with a 3.9 GPA and strong academic foundation, preparing to enter nursing school. Passionate about patient-centered care and committed to making a meaningful impact in healthcare. Dependable, quick learner with excellent interpersonal skills, seeking entry-level opportunities (such as CNA, patient care technician, or healthcare support roles) to gain hands-on experience, build clinical competencies, and develop professional independence in preparation for a successful nursing career.. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
ACC Premiere Remote
Columbia
01.2025 - Current
- In this role, I'm responsible for supporting customers while keeping all data accurate, organized, and protected.
- Since the job is fully remote, I manage my time independently and stay focused on completing tasks throughout the day.
- A big part of my work involves entering, updating, and verifying information in company systems, making sure everything is correct and securely handled.
- I also assist customers through email, chat, or phone, making sure I communicate clearly, stay patient, and provide solutions that help them feel supported.
- Because I often work with sensitive or private information, I make sure to follow all HIPAA guidelines at all times.
- Protecting customer data, keeping documents confidential, and following privacy rules is a major part of my responsibilities.
- I stay organized, follow company procedures, and maintain a professional and positive attitude in every interaction.
- Overall, my goal in this position is to deliver dependable customer service while keeping all records accurate and fully compliant with HIPAA standards.
Health Information Management Inpatient Coder
Prisma Health Remote
Columbia
01.2022 - 01.2024
- Codes medical information into the Prisma billing/abstracting systems using established professional and regulatory coding guidelines.
- Performs Inpatient coding including major traumas and Neonatal Intensive Care Unit (NICU) records by assigning International Classification of Diseases (ICD) and International Classification of Diseases-Procedure Coding System (ICD-PCS) codes as well as the Diagnosis Related Groups (DRG) assignment.
- Abstracts and assigns and verifies codes for Major Complications and Comorbidities/Complications and Comorbidities (MCC/CCs), Hospital-Acquired Condition/Patient Safety Indicator (HAC/PSI) and Quality Indicators capture as appropriate through documentation validation.
- Ensures that each diagnosis present on admission (POA) indicator is assigned appropriately.
- Codes for multiple facilities.
- Incumbent(s) operate under the general supervision of HIM Coding leadership.
- Applies ICD and ICD-PCS codes to inpatient records, including major traumas, and Neonatal Intensive Care Unit (NICU) records based on review of clinical documentation.
- Verifies assignment of DRGs, MCC/CCs, Hospital Acquired Conditions (HACs) and Patient Safety Indicators (PSIs) that most appropriately reflect documentation of the occurrence of events, severity of illness, and resources utilized during the inpatient encounter and in compliance with department policies and procedures.
- Selects the optimal principal diagnoses with appropriate POA indicator assignment and sequencing of risk adjustment diagnoses following established guidelines.
- Reviews work queues to identify charts that need to be coded and prioritizes as per department-specific guidelines and within designated timelines.
- Follows up on On-hold accounts daily for final coding.
- Identifies and requests physician queries following established guidelines when existing documentation is unclear or ambiguous following American Health Information Management (AHIMA) guidelines and established organization policies.
- Ensures all open queries initiated by Clinical Documentation Specialists have been addressed prior to final coding.
- Adheres to Prisma Health Coding and Compliance policies and procedures for assignment of complete, accurate, timely and consistent codes.
- Adheres to department standards for productivity and accuracy.
- Identifies and trends coding issues escalating identified concerns.
- Consults, provides professional expertise to and collaborates with clinical documentation specialists on coding and documentation practices and standards.
- Performs other duties as assigned.
- All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference.
- This is a non-management job that will report to a supervisor, manager, director or executive.
Technical Customer Service Representative
VIPdesk Connect
Columbia
08.2021 - 01.2024
- Greeted patients, answered questions, and provided information about the facility and its services.
- Scheduled appointments, managed appointment reminders, and coordinated patient flow.
- Gathered patient information, verified insurance coverage, and completed necessary paperwork.
- Processed payments, handled billing inquiries, and assisted with insurance claims.
- Maintained clear and concise communication with patients, healthcare professionals, and insurance.
- Maintained patient records, managed files, and provided general administrative support.
- Addressed patient complaints and concerns, and escalated issues to the appropriate staff when necessary.
- Understood medical terminology, ICD 9 & 10, insurance processes, and healthcare regulations.
- Adhered to HIPAA rules and regulations.
Education
High school diploma -
Columbia, SCSkills
- Technical Proficiency
- Windows
- Organizational skills
- Microsoft Excel
- Office experience
- Adaptability
- RemotePC
- Logistics
- Call center software
- Payroll processing
- Multi-line phone systems
- Dispatching
- Salesforce Cloud
- Cross-functional collaboration
- Typing
- Professionalism
- Clear verbal communication
- Medical coding
- Community outreach
- Phone etiquette
- Call monitoring
- Call logging
- Active listening
- Excel data analysis
- Computer operation
- Objection handling
- Schedule management
- Analysis skills
- Customer service
- Computer skills
- Escalation handling
- Microsoft Outlook
- Call center experience
- HIPAA
- Cross-functional communication
- CRM system proficiency
- Productivity software
- Achieving HIPAA compliance
- Decision making
- Data entry
- Clinical documentation
- Maintaining patient confidentiality
- Written communication
- Patient interaction
- Databases
Timeline
Customer Service Representative
ACC Premiere Remote
01.2025 - Current
Health Information Management Inpatient Coder
Prisma Health Remote
01.2022 - 01.2024
Technical Customer Service Representative
VIPdesk Connect
08.2021 - 01.2024