1. PHYLLIS KROPFHAUSER
614-302-2777  PHYLLIS9876@HOTMAIL.COM
OBJECTIVE
Healthcare Administration position which effectively utilizes my expertise, education, and skills
PROFESSIONAL SKILLS
 Trained in ICD-9, ICD-10, and CPT coding languages  Working knowledge ofmedical terminology
 Experienced in 3M and CAC encoders
 Experienced in MicrosoftOffice programs
 Strong communication skills
 Effective research and problem resolution skills
 Motivated self-starter with a 25 year record of
achievementin customer service and management
 Experienced in working with a variety ofpeople
and in escalated situations
EDUCATION
HEALTHCARE ADMINISTRATION – MASTER’S DEGREE
Western Governor’s University, Salt Lake City, Utah – Anticipated completion: September, 2016
HEALTH INFORMATION MANAGEMENT TECHNOLOGY - ASSOCIATE'S DEGREE
Columbus State Community College, Columbus, Ohio - Five terms on Dean’s list
BUSINESS MANAGEMENT - BACHELOR'S DEGREE
Franklin University, Columbus, Ohio
SOFTWARE SKILLS
Microsoft Word Microsoft Excel Microsoft Access Microsoft Power Point
Microsoft Outlook Microsoft Project Microsoft FrontPage Adobe Photoshop
LICENSING
Ohio Insurance Agent – Health and Life Coverage
WORK EXPERIENCE
HEALTHSCOPE BENEFITS
MEMBER SUPPORT REPRESENTATIVE PRESENT
- Researched and resolved claims paymentissues
- Assisted plan members with claims, policy, and premium issues
- Interfaced with plan administrators, providers, vendors, and team members to resolve plan member issues
- Advised plan members,providers,and brokers on policy benefits and claims
- Consistently scored 100% on service skill monitoring
RIVERSIDE METHODIST HOSPITAL
INPATIENT CODER IV 2014-15
- Coded inpatientrecords using encoder and codebook in both ICD-9 and ICD-10
- Reviewed medical records to code,and abstract clinical and statistical data of inpatient encounters
- Utilized clinical and anatomy knowledge, deductive and critical thinking skills to make precise code assignment
- Complete duties independently and maintained established productivity standards

2. Phyllis Kropfhauser 614-302-2777
CUSTOMER SERVICE REPRESENTATIVE
MARKETING SERVICES BY VECTRA 2007-10
- Acted as single pointofcontactfor clients, their customers and co-workers
- Interfaced daily with clients, customers and staff to resolve issues and oversee special shipments
- Assisted two accountmanagers in production and distribution ofclientprojects and performed their duties
during their absence
- Expedited critical, time sensitive shipments ofclientprojects
- Researched and resolved clientissues such as missing shipments or billing issues
RURAL TRANSIT SPECIALIST
OHIO DEPARTMENT OF TRANSPORTATION 2006-07
- Monitored rural transportation providers for regulation compliance in operations
- Reviewed provider State grant applications for completeness and compliance
- Interfaced with providers to resolve non-compliance issues
CUSTOMER RELATIONSHIP MANAGER
TOYOTA WEST 2005-06
- Improved dealership Customer Satisfaction Index level from ‘warning’ to ‘positive’
- Resolved customer issues regarding all aspects ofdealership
- Assisted with vehicle inventory management and dealer-to-dealer trades
- Oversaw leased vehicle returns
- Reported dealership statistics to corporate management and dealership management
- Maintained customer database via “E-Leads” system
- Designed and implemented salesperson marketing mailings
CLIENT SERVICE REPRESENTATIVE
DECISION ONE 2004-05
- Implemented new major clientfrom day one to production
- Chaired weekly client/company phone conferences and maintained meeting action list
- Resolved damaged/discrepantreceiving and reported this information to clients
- Prepared weekly invoices and monthly billing reports
- Interfaced with clients daily by e-mail, and by phone to ensure clientsatisfaction
- Compiled and formatted daily clientdata reports, created sales orders and purchase orders
EFT SPECIALIST
CHECKFREE CORPORATION 2000-04
- Reduced failed or omitted clientfile transmissions from 13% to 1% per month
- Verified the receiptofclientfile transmissions and researched discrepancies
- Monitored for clientfile errors or omissions, and resolved issues and problems
- Researched and resolved clientissues for excellentclientrelations and retention
- Assisted clients in the accurate setup and maintenance ofcustomer data