1. TERRI R. JOYNER
757-816-1196 ● Lolatj4@gmail.com
Highly organized, committed medical and financial professional accustomed to working
in a fast paced environment, able to meet set goals and pay strict attention to details with
excellent written and verbal skills, offering exceptional transferable skills from a medical
and financial background.
KEY QUALIFICATIONS
● Worked with IT department to decrease by 50% processing time to recall
patients’ medical records
● Demonstrated ability to efficiently multitask and organize 93 client files
 Act as liaison between dozens of staff, patients, physicians, insurance
companies and billing departments
● Resolved patients’ misunderstandings by clarifying doctors’ recommendations
 Handled over $140,000 cash receipts daily
 Coordinated patient appointments, maintained scheduled book and calendar
during the day
 Screened Donor Egg patient forms for review and prepared recipient packages at
Eastern Virginia Medical School (EVMS-Jones Institute)
 Typed correspondence and reports as necessary and assisted the Medical
Records Department with retrieval/filing of medical records
CORE COMPETENCIES
● Accounts Receivable ● Medical Terminology
Certificate
● Re-organize Client Files
● Customer Advocacy ● Handled Escalated Calls ● Mentored New Hires
● Assistant Youth
Counselor
● Enrolling Provider
Credentials
● Assisted on Special
Projects
EDUCATION/TRAINING CERTIFICATES
Professional Certificate: Medical Billing and Coding - Completion in April 2016
Tidewater Community College, Virginia Beach, VA
Certificate: Legal/Medical Office Procedures
Norfolk Technical Vocational Center, Norfolk, VA
55 Credit Hours of Coursework in Psychology
Norfolk State University, Norfolk, Virginia

2. Certificate of Completion for Customer Relationship Manager Training Program
Bank of America, Norfolk, VA
WORK HISTORY
Bank of America, Norfolk, VA
1996-2015
Mortgage Specialist lI/Senior Account Manager, Risk Operations
● Acted as single point of contact to set high expectations and communicate
decisions directly to customers
● Monitored trial loan modifications, payments and documents through the closing
process
● Managed 93 portfolios for default clients
● Identified potential customer complaints and validated efforts to resolve them
● Recognized as Top Performer in collecting 1,000’s of dollars in delinquent
accounts
● Combined system and strategies to manage past due accounts and products
nationwide
Second Mortgage Modifications/Short Sale/Deed-in-Lieu/Foreclosures
● Advised clients of options to resolve issues and improve health of financial
portfolio
● Set up arrangements for clients approved for payments under their program
● Operated as expert in monitoring the short sale and deed-in-lieu department
during the negotiation process
● Worked closely with Attorney General advocates and litigation team to resolve
high-level verbal and written complaints through research and analysis
Centralized Assistance Desk (CAD) Pilot
● Chosen as one of 10 out of 200 employees to assist leadership in conflict
resolution
● Created digital daily newsletter to inform customer relationship managers
(CRM’S) of any
contact or policy updates and employee recognition
OTHER RELEVANT EXPERIENCE
Eastern Virginia Medical School/Jones Institute, Norfolk, VA
Patient Accounts Representative/Medical Records Secretary
● Retrieved and filed 500-1,000 digital and physical medical documents daily
● Enrolled up to 36 providers’ credentialing information annually
● Distributed daily mail and packages to 21-30 medical offices on 3 separate floors

3. ● Assisted appointment desk with 5 customer service and patient communication
tasks
Accounts Receivable Representative
● Handled daily cash receipts and billing, balancing and updating cash journal total
over $140,000
● Act as liaison between dozens of staff, patients, physicians, insurance
companies and billing departments
● Supported and provided clarification of doctor’s information to 8-10 patients per
week
● Typed 60 weekly correspondence and reports
Donor Egg Assistant
 Acted as liaison between Donor Egg representative and 10 patients daily
 Conducted 60-75 weekly interviews of qualified applicants
 Assisted with up to 120 phone calls per month
 Screened and prepared 75-100 Donor Egg patient forms and recipient packages
per day
***Salary Negotiable