1. DENISE CLELAND
8 Rexford Road ~ Enola, PA 17025 ~ (717) 805-3731 ~ dcleland58@gmail.com
SUMMARY
An 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 HersheyMedical 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

2. 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
EDUCATION
Shippensburg Area Senior High School Shippensburg, PA