1. D. Kirby 1
Da'Lena Kirby
5323 Chrysler Dr.
Detroit, Michigan 48202
313- 675-2117 or 313-605-4226
kirbydalena@yahoo.com
Professional Summary:
To secure a permanent and full time position as a Medical Office Assistant, Customer Service
Representative or Patient Service Representative with a company that enables growth, promotes
satisfactory standards, provides optimum patient care and maintains professional ethics in lieu of overall
patient experience.
Qualifications:
Excellent customer service skills with over fifteen years of experience in customer service, excellent
organizational skills, expert in use of office equipment, fluent in medical terminology, computer literate:
(Microsoft word, Excel and Power point), trained in medical billing, (ICD9 and ICD10 coding) and
medical admitting; registration, code delinquent accounts, schedule appointments, take payments, answer
a multi-line phone; triage calls that need immediate attention, proficient in data entry and retrieval,
verification of insurances and coverage (Web Denis, Hap, CHAMPS, Navinet, Total Health, etc.),
construct calendars, organize meetings, compose letters of recommendation, ability to learn very quickly
and maintain professionalism, very personable and attentive to the needs of patients and clients.
Career Profile:
DMC / Conifer (Healthcare Scouts) Detroit, MI 05/16/16 – 09/08/16
Patient Account Rep
 Answered phone calls and instructed patients and insurance agencies on how to resolve account
discrepancies.
 Followed up with payments in accordance with United Healthcare Commercial and Medicaid
insurance rules and policies to ensure that all potential liabilities are paid in a timely and accurate
fashion.
 Reviewed, researched and resolved payment delays and variances (overpayments and
underpayments) incurred for seven medical facilities.
 Analyzed and documented delays and payment variances.
 Verified insurance coverage and calculated patient copays and additional deductions pertaining to
coinsurances.
 Took payments and made account adjustments to neutralize negative balance accounts.
 Acted as a liaison for the medical facility delivering pertinent information to patient regarding
account balances and payment options.
 Accessed insurance websites such as WEB DENIS,HAP,BCBSM, TOTAL HEALTHCARE,
CHAMPS,NAVINET,etc. for current benefit information.
Oakwood Hospital Corporate Dearborn, MI 02/01/16 – 04/04/16
Financial Clearance Rep
 Reviewed insurance information and eligibility for patients and physician offices.

2. D. Kirby 2
 Booked and cleared the surgical boarding schedule in accordance to hospital authorization
requirements.
 Verified insurance eligibility and copay amounts for patients and surgical requirements.
 Communicated with patients thoroughly and clearly expressing hospital guidelines and
stipulations needed to move forward with surgical scheduling.
 Greeted visitors, answered phones, informed other employees of visitor arrivals or cancellations
of surgical appointments.
 Maintained a professional attitude and presentation with patients and other hospital staff.
 Responded to telephone inquiries about insurance requirements and surgical requirement prior to
surgery date.
 Collected payments and copays via phone and in office using credit card machine.
 Reconciled all payment discrepancies.
Office Team (St. John Hospital) Detroit, MI 01/06/2015 – 01/01/2016
Administrative assistant / Medical Coder
 Received and directed visitors to appropriate department or person.
 Performed miscellaneous clerical duties and tasks.
 Received and directed incoming telephone calls to appropriate individual quickly and pleasantly.
 Sorted and distributed all incoming mail and packages daily.
 Arranged for couriers to pickup packages
 Acted as a liaison with building management for required facility maintenance issues and follow-
up.
 Worked on delinquent patient accounts adding correct ICD 9, ICD 10 and diagnostic codes
needed to clear accounts and collect payment from insurances.
 Spoke with patients and insurance companies to resolve delinquent accounts and collect
payments.
 Input physician timesheets and vacation requests to central time datasheet.
 Composed letters of recommendation for physicians and residents.
 Ordered office supplies and equipment needed for department.
 Maintained inventory and stock needed to run department efficiently.
DMC Children’s Hospital Detroit, MI 03/26/2012 – 08/12/2014
Medical Office Assistant
 Greeted patients and visitors assisting with questions and directions.
 Received phone calls and emails requesting information pertaining to obtaining audiology and
speech appointments.
 Scheduled appointments and canceled appointments.
 Verified insurance eligibility and calculated copays and coinsurance deductibles.
 Performed medical billing and medical coding for clinical procedures and documentation.
 Acted as a liaison for the DMC explaining procedures and medical forms needed to acquire
medical treatments.
 Took copay payments and updated patient account information daily.
 Entered productivity analysis and therapist progress into excelspreadsheet daily.
 Cleared pre-bill edit log adding missing ICD 9 codes and diagnostic codes.
 Updated patient demographics and insurance data on every clinic visit.
 Maintained a thorough and professional demeanor at all times to assure exemplary service.
 Used excellent customer service and telephone skills at all times.

3. D. Kirby 3
Snelling Personnel Detroit, MI 08/01/2008 - 06/22/2011
Receptionist
 Received and directed incoming phone calls to the correct person in a timely and professional
manner.
 Directed visitors to the appropriate department and the appropriate employee.
 Performed miscellaneous clerical and data entry functions.
 Displayed a strong service orientation and pleasant demeanor.
 Used excellent listening skills to offer optimum customer service.
 Acted as a conduit to assist employees with general matters and concerns.
 Arranged meetings and luncheons.
 Entered employee time and vacation requests.
 Coordinate and oversee office equipment and maintenance.
 Sent emails and faxes daily.
Harper Organ Transplant Clinic Detroit, MI 11/17/07 - 08/25/08
Medical Office Assistant
 Greeted patients and gave assistance with directions etc.
 Scheduled follow-up appointments
 Called in prescriptions and refills.
 Scheduled new patient consults.
 Took copay payments and coinsurance deductibles.
 Verified insurance eligibility.
 Requested referrals and authorizations for treatment and procedures.
 Ordered lab supplies and maintained adequate stock.
 Assisted patients with documentation and follow-up information.
 Sorted and distributed mail daily.
 Assisted hospital staff with general needs and maintained professional behavior.
 Took initiative and preemptive measures to ensure patient safety and confidentiality.
Education:
Oakland Community college Royal Oak, MI 2012 - present
Wayne State University Detroit, MI 1999 - 2001
Martin Luther King High School Detroit, MI 1992 - 1996
Crockett Vocational School Detroit, MI 1994 - 1996
Certificates and Diplomas:
High school diploma 1996
Medical Laboratory Assisting Certificate 1996
Basic Life Support CPR card